Unified Intelligence Center uses Value Lists and Collections as filtering tools to collect and control the data that are available for display in reports.
Value lists are based on database queries and contain all reportable items of the same type, for example, all agents or all skill groups.
Collections are subsets of Value Lists that can be created to control the amount of data shown 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.
Value Lists and Collections that use collection queries are refreshed every night at midnight (using the server's 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 CCE User Integration feature. These imported collections are identified as system collections, once they are imported from Unified ICM/CCE.
When users run reports, they are presented with Value Lists and Collections by which they can filter reports. The ability to filter by Value Lists or by Collections is determined by Group/User permissions.
Value lists contain all reportable items of the same type, for example, all agents or all skill groups. Unified Intelligence Center is installed with stock value lists, and users with the Value List Collection Designer User Role can create custom value lists.
A value list is associated with the key criteria field of a report.
Once associated with a report, the value list becomes a filter for that report.
The ability to filter by Value List or by Collections is determined by User Roles and by Group/User permissions.
Table 1 Rows on this page
The name of the Value List.
The data source from which the values are retrieved.
The status of the data source. A green check box means the data source is online. A red X means it is offline.
The type of Value List: Stock or Custom. Stock lists are added by the installation. Custom lists are created by users with the Value List Collection Designer role.
The stock Value Lists are:
Enterprise Skill Groups
The description entered for the Value List.
Actions for Value Lists
Type one or more characters and click Filter to narrow the list. Click Clear to remove the filter.
Opens the Create/Edit Value List page where you can define a new custom Value List.
Enabled when the radio button for a row is selected. Opens the Create/Edit Value List page where you can review and edit the properties of a custom Value List. You can edit only the Permissions for a stock Value List.
Enabled when the radio button for a row is selected. Opens a box that shows the values in a list with a Refresh Value List button.
Enabled when the radio button for a row is selected. Refreshes the Value Lists page to display All Collections for that Value list.
Enabled when the radio button for a row is selected. Requests confirmation; then deletes the custom Value List.
You cannot delete a stock Value List.
You cannot delete a custom Value List if it is referenced by a field in the Report Definition.
You cannot delete a custom Value List that contains Collections.
Updates the page to show changes another user might have made, such as creating or deleting a Value List.
Value lists are based on MS SQL Queries that retrieve data for a report.
Base custom value lists on queries where the value is indexed in the underlying database. Providing filters on non-indexed columns can have an adverse affect on the performance of the system.
Once defined, Value Lists are kept as static snapshots in the database. They remain exactly as defined until the list is manually refreshed. After configuration changes, you must refresh any Value Lists affected so the new values are displayed in the list.
Value Lists are automatically refreshed at midnight.
Table 2 Rows on Create/Edit Value List page
Value List Name
Enter the name of the Value List.
Enter the version of value list entity currently deployed in CUIC.
Version can be composed of decimal points. Version should not start or end with a decimal point. Valid Version number examples: 8, 9.0, or 11.15.
Types are Custom or Stock.
From the drop-down menu, select the data source from which the values are retrieved.
Enter a description of the Value List, if desired.
Value List Query
Enter the SQL query for the Value List. Then click Validate.
The query must return an ID and a VALUE.
Required only for Collections of the type Identifier. Enter a SQL query to set up the Collection Identifier.
For example: SELECT Skill_Group.SkillTargetID AS ID, Skill_Group.EnterpriseName AS VALUE FROM Skill_Group where Skill_Group.SkillTargetID=<COLLECTIONIDENTIFIER> ORDER BY Skill_Group.EnterpriseName ASC
When the query is run, it takes the value from the Collection Identifier on the Create/Edit Collections page.
Set the permissions for My Group.
My Group refers to the Value List owner's default group. If this default group is All Users group, the options to set permissions for non-administrative users are disabled. Only administrative users can set permissions for the All Users group.
Validate—validates the syntax of the SQL query.
Save—saves the Value List.
Cancel—cancels your entries on the page and does not save the Value List.
Value Lists (and their collections) are properties of the key criteria field of the Report Definition. Follow these steps to identify the key criteria field and its Value List.
If the Report Definition is based on a simple query, identify the key criteria field for a report on the Report Definition Properties tab. The key criteria field is selected from a drop-down menu on the Properties tab.
Locate the field on the Report Definition Fields tab and click Edit Field Properties.
If the Report Definition is based on an Anonymous Block or a Stored Procedure, identify the parameter with which you want to associate a Value List.
Select the parameter on the Parameters tab and click Edit to display the Edit Parameters field.
In the Edit Field/Edit Parameters panel, locate the Value List drop-down menu. In stock report templates, this field is populated with the stock Value List for the Report Definition. In custom Report Definitions, you can select a Value List from the drop-down menu.
Once you have associated the key criteria field or the parameter with a Value List, the report user sees that Value List or Collection on the Basic Filters tab provided that user has Execute permission for the Value List or Collection.
Only fields of type string and decimal can be associated with a Value List.
Collections are subsets of Value Lists that can be used to control the amount of data that users can select to populate a report.
Value lists typically contain all the items in the enterprise (for example, all Skill Groups), whereas Collections are used to narrow the scope of data returned in the selection list.
For example, you could create a Collection that displays only the Skill Groups in a region or line of business.
When you use the UCCE User Synchronization feature, the Agent and Agent Team Value Lists are populated with collections for all agents and agent teams that were imported for all Unified ICM supervisors.
The ability to filter by Value Lists or by Collections is determined by Group/User permissions.
The All Collections panel displays when you select a Value List and click Collections.
Doing this extends the Value List page so that it displays any All Collections for that Value List. The collections are presented in two panels: Collection Name and Collection Type.
Collections imported by UCCE User Integration are called System collections, and they cannot be deleted or modified, as they are pulled from Unified ICM configuration data.
Actions for collections
Create—click this to open the Create/Edit Collection Page.
Edit—select a collection name and click this to open the Create/Edit Collection Page. This button is disabled for System collections imported by UCCE User Integration.
Delete—select a collection and click this to confirm the deletion. If you delete a Collection, it does not appear as a filtering option for a report. This button is disabled for System collections imported by UCCE User Integration.
Populate Values—This button is enabled only for Collections of Type Identifier and Wildcard. This button is disabled for System collections imported by UCCE User Integration.
Show Values—select a collection and click this to see all the values in that collection; for example, to see all agents in an Agent Team collection.
Use this page to create a collection or to edit an existing one.
Table 3 Rows on this page
Enter the name of the Value List.
Enter an optional description of the Value List.
From the drop-down menu, select
This field displays if you select the Collection Type of Identifier. Enter a value for the identifier you want the collection to retrieve in the Collection Query.
For this type of Collection to succeed, the Value List must have a Collection Query on the Create/Edit Value List Page. For example, to create Collections on the Agent Value list for each supervisor, enter their SupervisorSkillTargetID in this field to populate the Collection from the awdb tables.
These fields display if you select the Collection Type of Values.
Search fields—enter text in these fields to move directly to a value in the Available or Selected panel that begins with that string.
Available panel—show all values that are available to be included in the collection.
Selected panel—show values that are currently included in the collection.
Arrow buttons (<, >, <<, and >>)—use to move values between the Available and Selected panels.
This field displays if you select Wildcard as the Collection Type. Enter a string to create a collection that includes that string.
Set the permissions for My Group.
My Group refers to the Value List owner's default group. If this default group is All Users, the options to set permissions for non-administrative users are disabled. Only administrative users can set permissions for the All Users group.
Actions on this page:
Save—saves the collection and returns you to the Value List page.
Cancel—does not save the collection, and returns you to the Value List page.
Help—opens online help for Create/Edit Collections.
If you implement UCCE User Integration, the stock Agent and Agent Teams Value Lists are updated with collections of agents and agent teams that are automatically created from the synchronization.
The collections that are imported from the synchronization are identified as system collections and do not affect any custom collections you might have created for the Agent or Agent Teams Value Lists.
Supervisors who are imported with UCCE User Integration become Unified Intelligence Center Dashboard Designer and Report Designer Users. As Report Designer Users, they have execute access for the Value List drawer and for the Agent and Agent Team collections for which they are supervisors.
All imported Supervisors have execute permission for all Value Lists. However, for the imported team collections under the Agents and Agent Teams Value Lists, only the Supervisors for those teams have execute permission to those Collections.
The system collections for Agent and Agent Team that are created by UCCE User Integration are distinguished from the custom Agent and Agent Team collections in that you cannot edit, delete, or modify the system collections.
Collections are built according to the Collection Type you choose, as follows:
When you create an Identifier Collection, you define one identifier value on the Add/Edit Collection Page. That value is a database identifier for a specific object; for example, a skill group or a supervisor.
When the Populate Values action occurs, the collection query uses that identifier value to retrieve items from the database and to populate the collection. The Collection filter contains only the returned values for that identifier.
Identifier is the most restrictive collection type. Use it, for example, to build a collection of one skill group.
When you create a Values Collection, you manually choose from a list of possible values to include in the collection. All items that you select are part of the Collection filter. Values collections are not updated automatically by the system. The only way to update them is by using the collection interface.
A Values collection is less restrictive than an Identifier collection. Use it, for example, to build a collection of several skill groups.
When you create a Wildcard Collection, you define a wildcard string that is used to identify which items belong to the collection. When the Populate Values action occurs, all items are compared against the wildcard pattern. If they match the pattern, then they will be part of the collection, otherwise, they will not.
Wildcard is the least restrictive collection. Use it, for example, to build a collection of all skill groups that begin with a certain string.
Wildcard collections use Java regular expressions. Some simple examples of regular expressions are included below. The expressions are case-sensitive, and that 'character' is alphanumeric.
Exact match: To match one item, enter the item you want in the Wildcard field. For example: Agent_10.
Any character: Specifying "." as part of the pattern matches any character. For example: the pattern "p.g" matches "p", followed by any other single character and then a "g" character: pig, pag, peg, ptg.
List of valid characters: Use brackets [ ] to specify a list of valid characters. For example: the pattern "p[ie]g" matches "p", followed by an "i" OR an "e" character and then a "g" character. For example, pig, peg.
Negation: Using a caret ^ specifies that the pattern can contain any character except the specified characters. For example: the pattern "p[^ie]g" matches "p", followed by anything except an "i" or "e" character and then a "g" character. For example, pag, pbg.
Range: Use brackets and a range to specify a range of valid characters. For example, the pattern "p[0-9]g" matches "p" followed by 0,1,2,3,4,5,6,7,8,or 9 followed by a "g" character: p0g, p1g, p2g, p3g, p4g, p5g, p6g, p7g, p8g, p9g.
Zero or more match: Specifies that the preceding expression is repeated 0 or more times. For example, the pattern "p.*g" matches the character "p",, followed by 0 or more characters, followed by a "g" character: pg, pig, peg, piig, peeg.
One or more match: Specifies that the preceding expression is repeated 1 or more times. For example, the pattern "p.+g" matches the character "p", followed by one or more characters, followed by a "g" character: pig, peg, piig, peeg.
Escape character: Specifies that the character following the backslash should not be interpreted. This allows brackets, periods, and other characters to be part of the pattern. For example: the pattern "p\[ie\]g" match "p" followed by a "[", followed by a "i", followed by an "e", followed by a "]", and then followed by a "g" character: p[ie]g.
For more information, see the Java Regular Expressions documentation for more examples and how to build more complex patterns.