Cisco Unified Intelligence Center Report Customization Guide, Release 10.0(1)
Data Customizations
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Data Customizations

Data Customizations

Create a Report Definition of Type Database Query

To create a report definition using a database query, follow the steps below.

Procedure
    Step 1   Click the Report Definitions drawer in the left pane.
    Step 2   Navigate to the category where you want to create the report definition.
    Note   

    To create a sub category, navigate to the appropriate category, right click on the category, and select Create Sub-category.

    Step 3   Right-click the category, and select Create Report Definition.
    Step 4   In the Name field, enter a name for the report definition.
    Step 5   In the Description field, enter a description of the report definition.
    Step 6   Assign the appropriate permissions, and click OK.
    Step 7   From the Query Type drop-down list, select Database Query.
    Step 8   From the Data Source drop-down list, select the appropriate data source.
    Note   

    Ensure that the Data Source Status for the selected data source shows as Online.

    Step 9   In the Query field, enter the database query.
    Note   

    Maximum length supported for database query type is 25000 characters (including whitespace).

    Step 10   Click Create Fields to validate the query and fetch the fields from the database.
    Step 11   In the Fields tab, configure the existing fields or add new fields to the report definition.
    Step 12   Click Properties.
    Step 13   Enter the Version number and the Author name.
    Step 14   From the Key Criteria Field drop-down list, select a field to act as the key criteria.
    Note   

    For real-time reports, skip steps 15 and 16.

    Step 15   Check the Historical check box to maintain a refresh rate of above 900 seconds.
    Step 16   From the Historical Key Field drop-down list, select a field to act as the historical key field.
    Note   

    This field is available only if the Historical check box is checked.

    Step 17   Click Save.

    Create a Report Definition of Type Stored Procedure

    To create a report definition using the query type Stored Procedure, ensure that the location of the stored procedure is accessible by Unified Intelligence Center.

    To create a report definition using a stored procedure, follow the steps below.

    Procedure
      Step 1   Click the Report Definitions drawer in the left pane.
      Step 2   Navigate to the category where you want to create the report definition.
      Note   

      To create a subcategory, navigate to the appropriate category, right-click on the category, and select Create Sub-category.

      Step 3   Right-click the category, and select Create Report Definition.
      Step 4   In the Name field, enter a name for the report definition.
      Step 5   In the Description field, enter a description of the report definition.
      Step 6   Assign the appropriate permissions, and click OK.
      Step 7   From the Query Type drop-down list, select Stored Procedure.
      Step 8   From the Data Source drop-down list, select the appropriate data source.
      Note   

      Ensure that the Data Source Status for the selected data source shows as Online.

      Step 9   In the Stored Procedure field, enter the name of the stored procedure.
      Step 10   Click Create Parameters to display the list of parameters.
      Step 11   In the Value column, enter a value for each parameter which will be substituted for the parameter variable in the query.
      Step 12   Click Create Fields to validate the query and fetch the fields from the database.
      Note   

      To edit the properties of any of the parameters, click the Parameters tab.

      Step 13   In the Fields tab, configure the existing fields or add new fields to the report definition.
      Step 14   Click Properties.
      Step 15   Enter the Version number and the Author name.
      Step 16   From the Key Criteria Field drop-down list, select a field to act as the key criteria.
      Note   

      For real-time reports, skip steps 17 and 18.

      Step 17   Check the Historical check box to maintain a refresh rate of above 900 seconds.
      Step 18   From the Historical Key Field drop-down list, select a field to act as the historical key field.
      Note   

      This field is available only if the Historical check box is checked.

      Step 19   Click Save.

      Create a Report Definition of Type Anonymous Block

      To create a report definition using an anonymous block, follow the steps below.

      Procedure
        Step 1   Click the Report Definitions drawer in the left pane.
        Step 2   Navigate to the category where you want to create the report definition.
        Note   

        To create a subcategory, navigate to the appropriate category, right-click on the category, and select Create Sub-category.

        Step 3   Right-click the category, and select Create Report Definition.
        Step 4   In the Name field, enter a name for the report definition.
        Step 5   In the Description field, enter a description of the report definition.
        Step 6   Assign the appropriate permissions, and click OK.
        Step 7   From the Query Type drop-down list, select Anonymous Block.
        Step 8   From the Data Source drop-down list, select the appropriate data source.
        Note   

        Ensure that the Data Source Status for the selected data source shows as Online.

        Step 9   In the Anonymous Block field, enter the database query incorporating a parameter.
        Note   

        Maximum length supported for anonymous block query type is 25000 characters (including whitespace).

        Note   

        Parameter names in the anonymous block must have a colon followed by the parameter name; for example :paramName. The colon at the beginning of the parameter name is substituted with the at sign (@) by the Unified Intelligence Center.

        Step 10   Click Create Parameters to display the list of parameters.
        Step 11   In the Parameters section, in the Value column, enter a value for each parameter which will be substituted for the parameter variable in the query.
        Step 12   Click Create Fields to validate the query and fetch the fields from the database.
        Note   

        To edit the properties of any of the parameters, click the Parameters tab.

        Step 13   In the Fields tab, configure the existing fields or add new fields to the report definition.
        Step 14   Click Properties.
        Step 15   Enter the Version number and the Author name.
        Note    For real-time reports, skip steps 16 and 17.
        Step 16   Check the Historical check box to maintain a refresh rate of above 900 seconds.
        Step 17   From the Historical Key Field drop-down list, select a field to act as the historical key field.
        Note   

        This field is available only if the Historical check box is checked.

        Step 18   Click Save.

        Create a Report Definition of Type Real Time Streaming

        To create a report definition of query type Real Time Streaming, a Java Message Service (JMS)-based data source should already be configured in Unified Intelligence Center.

        To create a report definition using a JMS-based data source, follow the steps below.

        Procedure
          Step 1   Click the Report Definitions drawer in the left pane.
          Step 2   Navigate to the category where you want to create the report definition.
          Note   

          To create a subcategory, navigate to the appropriate category, right-click on the category, and select Create Sub-category.

          Step 3   Right-click the category, and select Create Report Definition.
          Step 4   In the Name field, enter a name for the report definition.
          Step 5   In the Description field, enter a description of the report definition.
          Step 6   Assign the appropriate permissions, and click OK.
          Step 7   From the Query Type drop-down list, select Real Time Streaming.
          Step 8   From the Data Source drop-down list, select a JMS-based data source.
          Note   

          Ensure that the Data Source Status for the selected data source shows as Online.

          Step 9   Click Fetch Topic to display the list of fields.
          Step 10   Select the desired topic and the associated fields.
          Note    Only one topic can be selected for the report definition.
          Note   

          An asterisk (*) against a field indicates the topic key field.

          A plus sign (+) against a field indicates the object key field.

          Step 11   In the Fields tab, configure the existing fields or add new fields to the report definition.
          Note    For Live Data reports, the filter field is not available.
          Step 12   Click Properties.
          Step 13   Enter the Version number and the Author name.
          Step 14   Click Save.

          Fields Tab

          Use the Fields tab to manage the fields in a Report Definition.

          In a new Report Definition page, the Fields tab remains empty until you enter the query on the Data Source tab and click Create Fields.

          For an existing Report Definition, the Fields tab lists the available fields and allows you to create formula and filter fields, edit field properties and field formatting.

          There are three types of fields:

          • Query Fields—Query fields represent a field in a database table. You cannot create or delete a query field.

          • Formula—These are custom fields that compute and return a value.

          • Filter—These are custom fields that can appear on the advanced reporting options tab on the Filter page.

          Click the radio button at the left of each field to select that field for editing. The database name, display name (as it appears in the report grid), type of field, and data type for each field appear.

          The Edit Properties and Edit Formatting tabs for all field types appear below the field list. Use the Drilldowns tab to view, create, edit, or delete a drilldown for the selected field.

          Create Filter Field

          You can create a filter field to add a filtering value to the Advanced Filters tab on the Filter page. Filter fields reduce the amount of data that is used to generate a report and do not display as columns in the generated report.

          Procedure
            Step 1   Click Create from the Fields tab and select Filter.

            The new filter field is added to the end of the list of Fields. Scroll down the page to locate it.

            Step 2   Select Edit Field Properties and complete the fields to define a required Display Name and Data Type for the field. Yu can also complete the optional Edit Field Properties fields also.
            Step 3   Click Update to save the field properties.

            Create Formula Field

            Create a formula field to include a computed field, that does not exist in the list of fields in the report.

            Procedure
              Step 1   Click Create from the Fields tab and select Formula.
              Step 2   Select Edit Field Properties and complete the fields to define a required Display Name and Data Type for the field and complete the optional Edit Field Properties fields.
              Step 3   Click Update Field to save the field properties.
              Step 4   Scroll up and select Edit Field Properties for the formula field.
              Step 5   Click Update Field to save the field formatting.

              Best Practices for Formulas

              A formula field is an expression that uses operators to perform a calculation on database fields. You can define a formula field to appear as a column in a report and also for a column footer.

              You can use the basic arithmetic operators in a formula: + for addition, - for subtraction, * for multiplication, / for division, and ( ) for grouping operands.

              The database field values in a formula can be any data type (Boolean, Date, Decimal, or String).

              Each value in a formula represents a single field in the database. For example, to create a formula that adds AbanHold and AbanRing, the syntax must be ${AbanHold} + ${AbanRing}. If you enter ${AbanHold + AbanRing}, the formula fails because there is no database field named AbanHold + AbanRing.

              Dates must be enclosed in double quotation marks. The system interprets "10/10/2010" as a date. It interprets 10/10/2010 as a mathematical operation. To find the date difference between two date fields, Unified Intelligence Center provides the formula DateDiff(${DateField1},${DateField2}). This formula compares two date fields and returns the difference of seconds in decimal. If DateField1 is earlier than DateField2, it returns the difference as a negative number.

              The Key Criteria field cannot be a formula field. A formula cannot use other formulas in its formula.

              If you enter a formula in a footer, the footer cannot interpret a specific database field. The footer interprets the field name as an array for the database column to which the field belongs. For example, this expression in footer formula ${FIELD1} + 1 is interpreted as ${FIELD1 : FIELDn} + 1.

              Formula Syntax Examples

              Correct syntax

              • ${num1} + ${num2)

              • ${num1} - ${num2)

              • (${num1}) / (${num2}) * (${num3})

              • (${num1}) / (${num2}) / (${num3} * ${num4}) - ${num1}

              • DateDiff(${DateField1},${DateField2})

              • ${str1} + ${str2)

                You can use + with strings to concatenate them.

              Incorrect syntax

              • ${str1} - ${str2) -

                You cannot subtract strings. You also cannot multiply or divide them.

              • ${str1} + ${num1)

                You can add a num and a string only if the database has a null constraint on the number.

              • ${str1 + str2}

                str1 + str2 is not a field name.

              Edit Field Properties Page

              The editable properties for a field vary based on whether the field is a Query, Filter, or Formula field. The following table explains each field property and its definition.

              Field Property

              For Field Type

              Definition

              Name

              All

              The default database name appears in this field.

              Display Name

              All

              By default, the Display Name is the same as the Name and you can edit it.

              This Display Name in the column header for this field appears on the report.

              Description

              All

              Enter a description for this field.

              Data Type

              Formula

              From the drop-down list, choose the data type for the field. Options are Decimal, String, Number, Date, and Boolean.

              This setting determines the options that are displayed for this field on the Formatting Tab.

              Data Clause

              Query and Filter fields only

              Identifies which column in the data set is bound to this field (SQL query and Filter fields only). The SQL Parser uses this value when retrieving data from the database.

              Note   

              Do not change the data clause.

              Value List

              Query and Filter fields only

              From the drop-down list, choose the Value List for this field. When a field is associated with a Value List, report users can filter the report with one or more fields from that Value List or its Collections.

              Note    Only fields of type String and Decimal can be associated with a Value List.

              Allow to show if invisible

              Query and Formula fields only

              Check this if the field appears on the list of Available fields in the Grid Editor. If check box is unchecked, the field does not appear in the Available fields panel.

              Available in Filter

              All

              Check this check box to add the field to the Advanced Filters tab.

              Available fields

              Formula

              Select a field from the drop-down list and click Insert Field to insert it into the formula text box.

              Fields on this list appear by Name and not by Display Name,

              Formula

              Formula

              Enter operators to construct a formula for the fields you have selected.

              For reports that use dynamic headers (headers whose content includes dynamic content), provide the SQL field name as part of the header name in the Report Definition Field Properties page. The column name is surrounded by curly braces so that users can easily find dynamic content within the header.

              Click Update to save the Edit Properties selections for that field only. To keep the changes, save the Report Definition.

              Field Formatting

              You can edit the formatting for Query fields and Formula fields. There are two format options for a field:

              • Format—provides a list of default formatting masks. The available formats depend on the data type of the field. For example, for numeric values, the drop-down list offers all possible display formats for numeric values. When you select (Custom) from this list, it applies the format string supplied in the Custom Format String to the value returned.

              • Footer—The formula to use in the footer. Options are None, Average, Sum, Count, Minimum, and Custom Formula.

              Click Update to save the Edit Properties selections for that field only. To keep the changes save the Report Definition.

              Parameters Tab

              Use the Parameters tab to edit and reorder the parameters that are created from a Stored Procedure or an Anonymous Block. The parameters are used as filters when you generate the report.

              Complete the required fields on this tab, which include Name, Relative Date Range, Display Name, and Data Type.

              Specify the Relative Date Range using Start Date and End Date options. For example, last week, last month, last year, and year to date are some examples of Relative Date Range.

              If you reorder the parameters, click Save Order to save the changes.

              Enable Relative Date and Days Filtering for Anonymous Blocks and Stored Procedures

              Use the parameter explained below to populate the filter tabs for reports based on anonymous blocks and stored procedures.

              To indicate a relation between different parameters, the display name of the parameter must be same.
              Figure 1. Report Definition Parameters Tab



              To enable a Relative Date Range, select Start Date option and enter a display name and select End Date option and enter the identical display name. For example, you can define two parameters: Agent_Login_Start_Date and Agent_Login_End_Date with the same display name: Agent_Login_Date, where Agent_Login_Start_Date is identified as the starting date and Agent_Login_End_Date as the ending date for the Relative Date Range input.

              The related dates in a range should have the same display name and in this case the display name is Agent_Login_Date. The dates appearing under the same display name are grouped together and shown as a relative date range. A single stored procedure or anonymous block can have as many such pairs as required.


              Note


              Do not enter the same display name for more than one pair of parameters, or Unified Intelligence Center will display only the first two parameters together in one pair.

              Unified Intelligence Center does not display the third and fourth parameters in a pair. For example, if you provide Agent_Login_Date display name to Agent_Login_Start_Date and Agent_Login_End_Date and then change the display name of Log_Out_Interval_Start_Date and Log_Out_Interval_End_Date parameters from Last_Login_Date to Agent_Login_Date, then Unified Intelligence Center does not display the parameters Log_Out_Interval_Start_Date and Log_Out_Interval_End_Date in a pair.


              In Relative Date Range, you can also use the Days parameter to specify an optional day of the week parameter for the stored procedure or anonymous block. The Days parameter is not mandatory. This parameter must be:

              1. String type

              2. Prefixed with the same display name as other parameters in the same date range.

              3. Appended with _Days

              For example, for the Days parameter, you can define the display name as AgentLoginDate_Days, which is appended with _Days and with the same display name AgentLoginDate as defined for the two parameters AgentLoginStartDate and AgentLoginEndDate.

              Enable Relative Date

              To enable Relative Date and Days Filtering for Anonymous Blocks:

              Procedure
                Step 1   Navigate to the Data Source tab in Report Definitions.
                Step 2   Create two datetime parameters with the name Agent_Login_Start_Date and Agent_Login_End_Date in the anonymous block.
                Step 3   In the Parameters tab, click Edit.
                Step 4   Modify the display name to Agent_Login_Date for both the parameters.

                Both the parameters are paired together.

                Step 5   Click Save.
                Note    In the report that uses this report definition, the two parameters appear as a pair.

                Edit Parameter Properties

                The first seven fields on the Edit Parameter Properties page are the same for all parameters, regardless of data type.

                Complete the following fields: Name, Display Name, Description, Data Type, Hard-coded value, Required and Pass Null for empty string.


                Note


                • Enter a hard-coded value to be passed as a parameter value when running a report based on an anonymous block or stored procedure report definition. To pass null as a hard-coded value, leave this text box blank and check Pass NULL for empty string. Entering a hard-coded value hides this parameter in the filter page.
                • Pass Null for empty string field is enabled only if the parameter is not required or has no value. If the parameter is populated, then this field is disabled, and the value is passed. The remaining fields on this page vary based on the data type.

                Select a date format from the drop-down list for For DateTime. Complete the page using the following tables:

                Table 1 For Decimal

                Value Delimiter

                Select the character to be placed between each value when a value list is passed to the stored procedure/anonymous block.

                Value List

                From the drop-down list, choose a Value List to associate this parameter with that list.

                Quote Values

                Check this check box to surround the parameter with two additional single quotation marks when the value is passed to the stored procedure/anonymous block. The first single quotation mark is used to escape the second single quotation mark.

                Table 2 For String

                Value Delimiter

                Select the character to be placed between each value when a value list is passed to the stored procedure/anonymous block.

                Value List

                From the dropdown list, choose a Value List to associate this parameter with that list.

                Value Prefix

                The value prefix defines how the parameter appears in the filter.

                Quote Values

                Check this check box to surround the parameter value with two additional single quotation marks when the value is passed to the stored procedure/anonymous block. The first single quotation mark is used to escape the second single quotation mark.

                Click Update Field to your Edit Properties selections for that field only. To save all changes, you must save the Report Definition.

                Edit Properties Tab

                Use this tab to establish or change data settings for the report template.


                Note


                For XMPP-based Real-Time reports, under the Properties tab, only the following fields are enabled: Description, Author, Performance, and Permissions.

                Complete this tab as follows:

                Procedure
                  Step 1   In the Description field, enter text to describe the data settings.
                  Step 2   In the Version field, enter the version of report definition entity that is currently deployed in Unified Intelligence Center.
                  Note   

                  The version can be composed of decimal points. It should not start or end with a decimal point (for example, X.Y.).

                  Valid version number examples: 8.9 or 11.15.

                  Step 3   In the Author field, enter the name of the template provider that created the entity.
                  Step 4   For reports based on simple queries, select a key criteria field from the Key Criteria Field drop-down list.

                  This field is required if you intend to filter the report.

                  The Key Criteria field is not enabled for reports based on Anonymous Blocks or Stored Procedures.

                  Note   

                  Although users can run a report based on a simple query if the Report Definition does not have a Key Criteria field defined, the report runs with the default filter and might be very large.

                  Step 5   Check the Historical check box if the report is a historical report. Leave this check box blank for real-time reports.
                  Step 6   In the Refresh Rate field, enter the refresh rate in seconds for this report. This is the rate at which the report is automatically refreshed. The minimum refresh rate is 15 seconds for real-time reports and 900 seconds for historical reports. You cannot enter values less than the defaults.
                  Step 7   In the Historical Key Field, enter or modify the historical key field used for the date and time intervals for the report.

                  Although historical reports can run if this field is left blank, the report returns all data for all dates and might be very large. Only fields of date format are available in the Historical Key Field drop-down list.

                  Step 8   In the Default Permissions area, set permissions for My Group.
                  Note    My Group refers to the Report Definition owner's default group. If this default group is the All Users group, the option to set permissions for nonadministrative users is disabled. Only administrative users can set permissions for the All Users group.

                  Value List and Collections

                  Unified Intelligence Center uses Value Lists and Collections as filtering tools to collect and control the data that is available for display in reports.

                  Value lists are based on database queries and contain reportable items of the same type, for example, all agents or all skill groups.

                  Collections are subsets of Value Lists, created to control the amount of data that is displayed to specific users and user groups. For example, you can create a collection of skill groups that displays only the skill groups in a region or line of business. No stock collections are installed with Unified Intelligence Center. Users with permissions to do so can create custom collections.


                  Note


                  Value Lists and Collections using collection queries are refreshed every midnight (using the server time zone). The refresh operation is performed on the primary node in a cluster and propagated to other nodes.

                  Agent and Agent Team collections are created automatically when you implement the Unified Contact Center Enterprise User Integration feature. These imported collections are identified as system collections after they are imported from Unified Intelligent Contact Management / Unified Contact Center Enterprise.

                  When you run reports, Value Lists and Collections are displayed to filter reports. The ability to filter by Value Lists or by Collections is determined by Group/User permissions.

                  Create or Edit a Value List

                  Value Lists are used to fetch data in addition to the data that is received from the Report Definition query. To associate a value list with a report, see the "Data Customization"chapter in Cisco Unified Intelligence Center Report Customization Guide available here:

                  http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-intelligence-center/​products-user-guide-list.html

                  Follow the steps below to create a value list.

                  Procedure
                    Step 1   Select the Value Lists drawer in the left pane.
                    Step 2   Click Create.
                    Note   

                    To edit a value list, select the value list, and click Edit.

                    Step 3   Enter the following information.
                    1. Value List Name—Enter a name for the value list.
                    2. Version—Enter a version number for the value list.
                    3. Type—This field is generated automatically. For all value lists that you create, this field will contain the value CUSTOM.
                    4. Data Source—Select the data source from the drop-down list.
                    5. Description—Enter a description for the value list.
                    6. Value List Query—Enter the database query to fetch the values for the value list. Click Validate to check the validity of the query right away. Maximum length of the value list query is 15000.
                      Note   

                      Order by clause is not supported in a Value List SQL query.

                    7. Collection Query—Enter a query to fetch a data from the list of values generated by the value list query. This query is required only if you are going to create a collection of type Identifier. Maximum length of the collection query is 15000. For more information about Collections, see Create or Edit Collections.
                    Step 4   Select the appropriate permissions.
                    Step 5   Click Save.

                    Associate Value List with a Report

                    You can associate a Value List with a field and a parameter of a report.


                    Note


                    Only fields of type string and decimal can be associated with a value list.
                    Procedure
                      Step 1   Select the field that you want to associate with a Value List if the Report Definition is based on a query.
                      Step 2   To associate a field with a value list, on the Fields tab, select the field name and click Edit Properties.
                      Step 3   From the Value List drop-down list, select a value list and click Update Field.
                      Step 4   Select the parameter that you want to associate with a value list if the Report Definition is based on an Anonymous Block or a Stored Procedure.
                      Step 5   To associate a parameter with a value list, on the Parameters tab, select the parameter name, click Edit.
                      Step 6   From the Value List drop-down list, select a value list and click Update Field.
                      Note   

                      In stock report templates, this field is populated with the stock value list for the Report Definition.

                      Once you have associated the field or the parameter with a value list, Unified Intelligence Center displays the value lists or collections on the Basic Filters tab provided that user has Execute permission for the value lists or collections.


                      Create or Edit Collections

                      A collection is a subset of the data fetched by a value list. You can create a collection for any existing value list and each value list can have multiple collections.

                      Procedure
                        Step 1   Click the Value Lists drawer in the left pane.
                        Step 2   Select the value list for which you want to create or edit a collection.
                        Step 3   Click Collections.
                        Step 4   Under All Collections, click create.
                        Note   

                        To edit an existing collection, under All Collections, select a collection, and click Edit.

                        Step 5   In the Collection Name field, enter a name for the collection.
                        Step 6   In the Description field, enter a description for the collection.
                        Step 7   From the Collection Type drop-down list, select the type of collection. The different types are described here.
                        • Identifier—Enter the identifier to be used in the collection query that was defined in the associated value list.
                        • Wildcard—Enter a string with wildcards to search for data among the values generated by the value list.
                          Note   

                          Wildcard collections use Java regular expressions.

                        • Values—You can select a subset from the list of values generated by the value list.
                        Step 8   Select the appropriate permissions.
                        Step 9   Click Save.

                        Create or Edit a Drilldown

                        Procedure
                          Step 1   Click the Report Definitions drawer in the left pane.
                          Step 2   Open the Report Definition for the report in which you want to create a drilldown.
                          Step 3   Click the Fields tab and select the field from which you want to create a drilldown.
                          Step 4   Click Drilldowns. This displays the All Drilldowns panel. It shows any drilldowns that already exist for that field.
                          Note    To edit an existing drilldown, select a drilldown and click Edit.
                          Step 5   Click Create.
                          Step 6   Enter a name for the drilldown.
                          Note   

                          You cannot drilldown to a report based on an Anonymous Block or a Stored Procedure.

                          You cannot drilldown to or from a report based on Real Time Streaming.

                          Step 7   Select a report by clicking the radio button next to the report name. This opens a panel showing all the fields in that report.
                          Step 8   Highlight a field and click Edit.
                          Step 9   Edit the filter values and click OK.