Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide, Release 9.0(2)
Overview
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Overview

Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide, Release explains how the queries are designed for the Cisco Unified Contact Center Express (Unified CCX) historical reports. It also describes how database records are written for various call scenarios, how to share historical reports on the web, how to export data to a data warehouse, and how to create custom reports. In addition, this manual provides answers to a variety of frequently asked questions.

The information in this manual is designed to help you understand the Cisco Unified CCX historical reports and to assist you if you want to create your own custom reports.

Audience

This guide is intended for readers who are familiar with database design, operation, and terminology.

Organization

This manual is organized as follows:

Overview of historical reports

Lists the basic historical reports and the 277 report types that you can create

Historical reports query designs

Explains how the information in each field in each Unified CCX historical report is obtained or calculated and explains how the filter parameters for a report obtain data

Writing database records

Explains how database records are written for sample call flows

Creating custom reports for Unified CCX

Describes how to create your own Cisco Unified CCX historical reports and add them to the Report Type drop-down list on the Unified CCX Historical Reports main window

Frequently asked questions

Provides answers to frequently asked questions about historical reports and the data in reports

Related documentation

For additional information related to Unified CCX historical reporting, refer to the following documents, which are available at this URL:

http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​tsd_​products_​support_​series_​home.htm

  • Cisco Unified Contact Center Express Historical Reports User Guide
  • Cisco Unified Contact Center Express Database Schema

Obtaining documentation obtaining support and security guidelines

For information on obtaining documentation, obtaining support, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http:/​/​www.cisco.com/​en/​US/​docs/​general/​whatsnew/​whatsnew.html

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