Report Template Reference Guide For Cisco Unified Intelligence Center Release 9.0(1)
Working with reporting templates
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Working with Reporting Templates

Working with Reporting Templates

Stock Report Templates

Unified Intelligence Center is installed with stock report templates that display data that was saved in the Unified ICM/Unified CCE database. Stock reports can be downloaded from Cisco.com. After installing Unified Intelligence Center, you can import stock templates using the Import functionality and customize the stock reports based on your requirements. It is also possible to import other report templates that are populated by other databases and to set a data source for those templates, but the stock templates are designed to present Unified ICM/CC data.

Make Save As copies of the installed stock templates and work with your Save As copies.

You cannot do the following with the installed stock templates:

  • Change the data source
  • Edit the report definition, using Report Editor
  • Delete the default grid view
  • Edit (using Report Editor)
  • Create additional views (grids, charts, and gauges)
  • Set thresholds for fields
  • Set options for fields (Only Premium license)
  • Hide, move, rename, or in any way modify fields that appear by default in the grid view

You can do the following with stock templates, based on your User Role and Permissions:

  • Save As
  • Run
  • Schedule
  • Edit
  • Delete (requires System Configuration Administrator privilege)
  • Export (requires System Configuration Administrator privilege)
  • Import (requires System Configuration Administrator privilege)

Historical and Real Time Templates

The stock Unified ICM/Unified CCE templates that are installed with Unified Intelligence Center are either Historical or Real Time All Fields templates.

All Fields refers to the fact that, for the databases that are queried to populate the template, all fields in the database are available to be included in the grid view or to be charted or gauged.

These Available fields are listed in the grid editor.

An historical report template:

  • Receives data from the Unified CCE Historical data source.
  • Is populated with interval data. The interval at which the database tables refresh can be a 15-minute or a 30-minute interval. You can set this interval in the Unified ICM Configuration Manager.
  • Has a default refresh rate of 15 minutes. You can configure the Refresh Rate in the Report Definition Properties page in a Save As version of the report.
  • Has an upper limit of 8,000 rows. You cannot configure the row limit. The Report Viewer indicates when the row limit is reached and when more data is available. You can adjust the filter and rerun the report to see additional data.

A real time report template:

  • Receives data from the Unified CCE Realtime Data Source.
  • Is populated with current data that is passed by the Peripheral Gateways to the Unified ICM Router and then saved to real-time database tables. By default, real time data is forwarded to the router every 15 seconds. Old real-time data is constantly overwritten by new real-time data.
  • Has a default refresh rate of 15 seconds. You can configure the Refresh Rate in the Report Definition Properties page in a Save As version of the report.
  • Has an upper limit of 3,000 rows. You cannot configure the row limit. The Report Viewer indicates when the row limit is reached and when more data is available. You can adjust the filter and rerun the report to see additional data.

Custom Templates

A custom template is:

  • A new template that Report Designer users create.
  • A Save As version of a stock template.
  • An imported template.

Note


Your Cisco support provider cannot assist you with custom report issues.

Importing Reports

This page opens when you click Import Reports on the Available Reports Page in Unified Intelligence Center.

Report Designers can use this function to import report files that are saved locally and to import the Cisco report templates that were installed with Unified Intelligence Center.

Figure 1. Importing Reports



To import a report:

  1. Click Browse and navigate to the template xml file to import a report from your computer (an xml or zip file that is saved locally).
  2. Select the Data Source from the drop-down list.

    Note


    Select the correct and appropriate data source for the imported report. If you associate a report with the wrong data source, an error appears when you try to run the report.


  3. Click Save To and navigate to the report category folder into which you want to categorize the imported templates.
  4. Click Import.
  5. Click Refresh on the Reports page to see the imported report.

Note


Data from imported reports are extracted from the xml file and saved as configuration data in the Unified Intelligence Center database.

If your Available Reports page already contains a report template with the same name as a report you are importing, you are prompted to use the existing report or to overwrite it.


What is imported
  • Report
  • Report Definition
  • Value Lists
  • Views
  • Values defined in the Report Editor (default view, online help)
  • Thresholds
  • Options
  • Permissions
What is not imported
  • Report Filters
  • Collections

Note


During the import, the software checks to see if any prerequisite objects needed by the report (such as Value Lists) already exist. If they do not, the import creates them. If they already exist, the import process leaves them in place and does not overwrite them.

This allows users from one system to write a report that uses a certain Value List (for example, the Skill Groups Value List), and then export the report and import it into another system that has another (different) Skill Groups Value List. You do not need to create a new Value List or to edit the report.

Reports are language-independent. The report templates and their generated output depends on the locale you select for Unified Intelligence Center.


Importing Multiple Reports

Although the stock templates are imported as a group, you must import other templates one at a time.

When you need to import multiple template (for example, when you back up your templates and want to re-import them), you can combine them in a zip file and import the zip file.


Note


If you import a zip file with multiple reports, Unified Intelligence Center extracts the zip file for you.

Data Sources

A template is not populated until you define its Data Source and test the Data Source connection.

To define a Data Source, select Data Sources drawer > Data Sources page > Create to open the Data Sources create page.

For more information about how to create the data source see the online help.

Report Fields

Fields in report templates have the following characteristics.

REPORT FIELD

DESCRIPTION

Database field

Report values for some fields are derived directly from the database.

This is indicated by a field description similar to that for the Queue Now field in the Call Type Real Time All Fields Report: Derived from: Call_Type_Real_Time.RouterCallsQNow.

Calculated field

Report values for some fields are derived from a calculation using one or more fields in one or more tables.

This is indicated by a field description similar to that for the ASA5 fields in the Call Type Real Time All Fields Report: Derived from: (Call_Type_Real_Time.AnswerWaitTimeTo5 / Call_Type_Real_Time.CallsAnsweredTo5) .

Report fields are characterized in the grid editor as Available or as Current Field Order in Grid.

For each report, the grid editor displays panels of all available fields and those fields that currently appear in the grid view of a generated report and has an interface that allows you to move fields from one panel to the other. For more information, see Current Fields and Available Fields.

The online help topic for each report lists the fields that are Current by default for that report as well as the Available fields.

Some Available fields are necessary for calculations, filtering, or options but might not be useful as visible columns in the generated report. Examples are the fields for DOW, DOY, Week, Month, and Year.

Report Summaries

Many reports have one or several Summary rows. These summaries are enabled in the Grouping page of grid editor and show the footer values for the fields. You configure these value in the footer for each report column in the Report Definition.

These footer values can be:

  • None (blank) Footer values can be blank, for example, when a summary metric is not applicable or it is illogical to summarize the value when the data is null, and for intervals in certain call type reports, which are configured values.
  • Avg (average of all items in the column) Examples are percentages and the average length of time associated with the value the column represents.
  • Sum (total of the values in the column)
  • Count (total of all items in the column)
  • Min (minimum value in the column)
  • Custom (calculation derived from a custom formula that was applied to the footer value)

Reviewing Available and Current Report Fields

For every custom report template and Save As copy of a stock template, you can see a panel that shows all the database fields that are Available for the report and a panel that shows those fields that Currently display in the grid view, as well as the order in which they appear and the way they are grouped under headers.

Each field either is or can be a column heading in a report.

You can move fields from the Available panel to the Current Field Order in the Grid panel.

To work with Available and Current report fields:

  1. Open the Reports drawer.
  2. Locate the report and right-click it.
  3. Select Edit Views.
  4. Select the radio button for the report and click Edit to open the Views > Edit page. The panel of Available fields in on the left. The panel for the Current Field Order in Grid fields is on the right. You can use the > arrows to move fields between Available and Current Field Order in Grid.

In the Current Field Order in Grid panel, you can:

  • Select a field and click the up or down arrows to can change the order in which the field appears.
  • Right-click the field and select Properties to rename it.
  • Right-click the field and select Thresholds to set a threshold for it.
  • Click Header to create superheaders that group related column headings.

Stock Report Templates

Unified Intelligence Center is installed with stock report templates that display data that was saved in the Unified ICM/Unified CCE database. Stock reports can be downloaded from Cisco.com. After installing Unified Intelligence Center, you can import stock templates using the Import functionality and customize the stock reports based on your requirements. It is also possible to import other report templates that are populated by other databases and to set a data source for those templates, but the stock templates are designed to present Unified ICM/CC data.

Make Save As copies of the installed stock templates and work with your Save As copies.

You cannot do the following with the installed stock templates:

  • Change the data source
  • Edit the report definition, using Report Editor
  • Delete the default grid view
  • Edit (using Report Editor)
  • Create additional views (grids, charts, and gauges)
  • Set thresholds for fields
  • Set options for fields (Only Premium license)
  • Hide, move, rename, or in any way modify fields that appear by default in the grid view

You can do the following with stock templates, based on your User Role and Permissions:

  • Save As
  • Run
  • Schedule
  • Edit
  • Delete (requires System Configuration Administrator privilege)
  • Export (requires System Configuration Administrator privilege)
  • Import (requires System Configuration Administrator privilege)

Historical and Real Time Templates

The stock Unified ICM/Unified CCE templates that are installed with Unified Intelligence Center are either Historical or Real Time All Fields templates.

All Fields refers to the fact that, for the databases that are queried to populate the template, all fields in the database are available to be included in the grid view or to be charted or gauged.

These Available fields are listed in the grid editor.

An historical report template:

  • Receives data from the Unified CCE Historical data source.
  • Is populated with interval data. The interval at which the database tables refresh can be a 15-minute or a 30-minute interval. You can set this interval in the Unified ICM Configuration Manager.
  • Has a default refresh rate of 15 minutes. You can configure the Refresh Rate in the Report Definition Properties page in a Save As version of the report.
  • Has an upper limit of 8,000 rows. You cannot configure the row limit. The Report Viewer indicates when the row limit is reached and when more data is available. You can adjust the filter and rerun the report to see additional data.

A real time report template:

  • Receives data from the Unified CCE Realtime Data Source.
  • Is populated with current data that is passed by the Peripheral Gateways to the Unified ICM Router and then saved to real-time database tables. By default, real time data is forwarded to the router every 15 seconds. Old real-time data is constantly overwritten by new real-time data.
  • Has a default refresh rate of 15 seconds. You can configure the Refresh Rate in the Report Definition Properties page in a Save As version of the report.
  • Has an upper limit of 3,000 rows. You cannot configure the row limit. The Report Viewer indicates when the row limit is reached and when more data is available. You can adjust the filter and rerun the report to see additional data.

Historical and Real Time Templates

The stock Unified ICM/Unified CCE templates that are installed with Unified Intelligence Center are either Historical or Real Time All Fields templates.

All Fields refers to the fact that, for the databases that are queried to populate the template, all fields in the database are available to be included in the grid view or to be charted or gauged.

These Available fields are listed in the grid editor.

An historical report template:

  • Receives data from the Unified CCE Historical data source.
  • Is populated with interval data. The interval at which the database tables refresh can be a 15-minute or a 30-minute interval. You can set this interval in the Unified ICM Configuration Manager.
  • Has a default refresh rate of 15 minutes. You can configure the Refresh Rate in the Report Definition Properties page in a Save As version of the report.
  • Has an upper limit of 8,000 rows. You cannot configure the row limit. The Report Viewer indicates when the row limit is reached and when more data is available. You can adjust the filter and rerun the report to see additional data.

A real time report template:

  • Receives data from the Unified CCE Realtime Data Source.
  • Is populated with current data that is passed by the Peripheral Gateways to the Unified ICM Router and then saved to real-time database tables. By default, real time data is forwarded to the router every 15 seconds. Old real-time data is constantly overwritten by new real-time data.
  • Has a default refresh rate of 15 seconds. You can configure the Refresh Rate in the Report Definition Properties page in a Save As version of the report.
  • Has an upper limit of 3,000 rows. You cannot configure the row limit. The Report Viewer indicates when the row limit is reached and when more data is available. You can adjust the filter and rerun the report to see additional data.

Custom Templates

A custom template is:

  • A new template that Report Designer users create.
  • A Save As version of a stock template.
  • An imported template.

Note


Your Cisco support provider cannot assist you with custom report issues.

Importing Reports

This page opens when you click Import Reports on the Available Reports Page in Unified Intelligence Center.

Report Designers can use this function to import report files that are saved locally and to import the Cisco report templates that were installed with Unified Intelligence Center.

Figure 2. Importing Reports



To import a report:

  1. Click Browse and navigate to the template xml file to import a report from your computer (an xml or zip file that is saved locally).
  2. Select the Data Source from the drop-down list.

    Note


    Select the correct and appropriate data source for the imported report. If you associate a report with the wrong data source, an error appears when you try to run the report.


  3. Click Save To and navigate to the report category folder into which you want to categorize the imported templates.
  4. Click Import.
  5. Click Refresh on the Reports page to see the imported report.

Note


Data from imported reports are extracted from the xml file and saved as configuration data in the Unified Intelligence Center database.

If your Available Reports page already contains a report template with the same name as a report you are importing, you are prompted to use the existing report or to overwrite it.


What is imported
  • Report
  • Report Definition
  • Value Lists
  • Views
  • Values defined in the Report Editor (default view, online help)
  • Thresholds
  • Options
  • Permissions
What is not imported
  • Report Filters
  • Collections

Note


During the import, the software checks to see if any prerequisite objects needed by the report (such as Value Lists) already exist. If they do not, the import creates them. If they already exist, the import process leaves them in place and does not overwrite them.

This allows users from one system to write a report that uses a certain Value List (for example, the Skill Groups Value List), and then export the report and import it into another system that has another (different) Skill Groups Value List. You do not need to create a new Value List or to edit the report.

Reports are language-independent. The report templates and their generated output depends on the locale you select for Unified Intelligence Center.


Importing Multiple Reports

Although the stock templates are imported as a group, you must import other templates one at a time.

When you need to import multiple template (for example, when you back up your templates and want to re-import them), you can combine them in a zip file and import the zip file.


Note


If you import a zip file with multiple reports, Unified Intelligence Center extracts the zip file for you.

Importing Multiple Reports

Although the stock templates are imported as a group, you must import other templates one at a time.

When you need to import multiple template (for example, when you back up your templates and want to re-import them), you can combine them in a zip file and import the zip file.


Note


If you import a zip file with multiple reports, Unified Intelligence Center extracts the zip file for you.

Data Sources

A template is not populated until you define its Data Source and test the Data Source connection.

To define a Data Source, select Data Sources drawer > Data Sources page > Create to open the Data Sources create page.

For more information about how to create the data source see the online help.

Report Fields

Fields in report templates have the following characteristics.

REPORT FIELD

DESCRIPTION

Database field

Report values for some fields are derived directly from the database.

This is indicated by a field description similar to that for the Queue Now field in the Call Type Real Time All Fields Report: Derived from: Call_Type_Real_Time.RouterCallsQNow.

Calculated field

Report values for some fields are derived from a calculation using one or more fields in one or more tables.

This is indicated by a field description similar to that for the ASA5 fields in the Call Type Real Time All Fields Report: Derived from: (Call_Type_Real_Time.AnswerWaitTimeTo5 / Call_Type_Real_Time.CallsAnsweredTo5) .

Report fields are characterized in the grid editor as Available or as Current Field Order in Grid.

For each report, the grid editor displays panels of all available fields and those fields that currently appear in the grid view of a generated report and has an interface that allows you to move fields from one panel to the other. For more information, see Current Fields and Available Fields.

The online help topic for each report lists the fields that are Current by default for that report as well as the Available fields.

Some Available fields are necessary for calculations, filtering, or options but might not be useful as visible columns in the generated report. Examples are the fields for DOW, DOY, Week, Month, and Year.

Report Summaries

Many reports have one or several Summary rows. These summaries are enabled in the Grouping page of grid editor and show the footer values for the fields. You configure these value in the footer for each report column in the Report Definition.

These footer values can be:

  • None (blank) Footer values can be blank, for example, when a summary metric is not applicable or it is illogical to summarize the value when the data is null, and for intervals in certain call type reports, which are configured values.
  • Avg (average of all items in the column) Examples are percentages and the average length of time associated with the value the column represents.
  • Sum (total of the values in the column)
  • Count (total of all items in the column)
  • Min (minimum value in the column)
  • Custom (calculation derived from a custom formula that was applied to the footer value)

Reviewing Available and Current Report Fields

For every custom report template and Save As copy of a stock template, you can see a panel that shows all the database fields that are Available for the report and a panel that shows those fields that Currently display in the grid view, as well as the order in which they appear and the way they are grouped under headers.

Each field either is or can be a column heading in a report.

You can move fields from the Available panel to the Current Field Order in the Grid panel.

To work with Available and Current report fields:

  1. Open the Reports drawer.
  2. Locate the report and right-click it.
  3. Select Edit Views.
  4. Select the radio button for the report and click Edit to open the Views > Edit page. The panel of Available fields in on the left. The panel for the Current Field Order in Grid fields is on the right. You can use the > arrows to move fields between Available and Current Field Order in Grid.

In the Current Field Order in Grid panel, you can:

  • Select a field and click the up or down arrows to can change the order in which the field appears.
  • Right-click the field and select Properties to rename it.
  • Right-click the field and select Thresholds to set a threshold for it.
  • Click Header to create superheaders that group related column headings.