User Guide for the Cisco Unified Intelligence Center Reporting Application Release 9.0(2)
Getting Started with Unified Intelligence Center Reporting
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Getting Started with Unified Intelligence Center Reporting

Getting Started with Unified Intelligence Center Reporting

The System Application User must perform these tasks so that other users can begin working with Unified Intelligence Center Reporting.

Related Information

Acquire License File From License Website

Any user in your organization can contact Cisco Systems, Inc. to request a license.

Procedure
    Step 1   To acquire the license file, go to the Cisco Product License Registration website at this URL: https:/​/​tools.cisco.com/​SWIFT/​Licensing/​PrivateRegistrationServlet.
    Step 2   If you do not have a PAK, click the available licenses link.
    Step 3   Scroll to Voice Products and click Cisco Unified Intelligence Center - v8.0.
    Step 4   Enter your MAC Address, accept the agreement, and enter your Registrant Information.
    Step 5   Follow prompts to complete the registration pages.

    You will receive an email from Cisco Systems that contains your license file as an attachment. The file format is *.lic.

    Step 6   Save the license file in a location where the System Application User can access it.
    Note    As a best practice, save a backup copy of this file. You can open a *.lic. file to look at it, but do not make any changes to it. Changing the file invalidates the license.

    Related Information

    Sign In to Administration Interface

    The first person who signs in to the Administration application must do so using the User ID and password that were defined for the system application user during the installation. This user is the initial Super User for Unified Intelligence Center Administration.

    Note


    When you log into the Admin Console site and you do not have any scheduled backup configured and enabled, then Unified Intelligence Center displays the message "No active DRF backup schedule is available. Setup a new schedule now". Unified Intelligence Center displays this message only for the administrator.
    Procedure
      Step 1   Enter this URL: http://<HOST ADDRESS>/oamp where HOST ADDRESS is the IP address or hostname of your Controller node.
      Step 2   Enter the application user ID and password that you defined during installation.

      What to Do Next

      Upload the license.

      Related Tasks
      Related Information

      Upload License

      After signing in, the Super User must upload the license file. The file is uploaded to the Controller node and, within a minute, is automatically replicated to all nodes in the cluster.

      Procedure
        Step 1   Navigate to Cluster Configuration > License Management in the Administration application.
        Step 2   Click Upload license file (Browse).
        Step 3   Navigate to the location where the *.lic file was saved.
        Step 4   Click Apply License to load the license.

        A message appears indicating that the license file uploaded successfully and distributed to the cluster.

        Note    The databases are polled once a minute for changes. The license replication is not immediate but occurs within a minute.

        What to Do Next

        Configure the Active Directory Server.

        Configure Active Directory Server

        The initial Super User does not need to be authenticated through Active Directory.

        Other users, such as Unified CVP reporting users, must be authenticated through Active Directory.

        You must configure the Active Directory tab in the Administration console with the credential of Active Directory servers so that supervisors and others can log in to the Unified Intelligence Center web application with the username and password that is defined in their domain.

        Procedure
          Step 1   In the Administration application, navigate to Cluster Configuration > Reporting Configuration and select the Active Directory tab.
          Step 2   Complete all fields on this page. See the online help for guidance.
          Step 3   Click Test Connection.
          Step 4   When the connection is confirmed, click Save.

          What to Do Next

          Configure Report Scheduler email settings.

          Configure Report Scheduler Email Settings

          Perform this step if you intend to schedule reports and to have the scheduled reports delivered by email. You can perform this step at a later time.

          Procedure
            Step 1   From the Administration application, click Cluster Configuration > Reporting Configuration and select the Report Scheduler Email Settings tab.
            Step 2   Complete the fields on this tab. See the online help for guidance.
            Step 3   Test the connection.
            Step 4   Click Save.

            What to Do Next

            Create another super user.

            Create Another Super User

            At the initial sign in, the System Application user defined during installation is the only Super User recognized by the Administration application.

            As a safeguard, set up at least one other Super User.

            Procedure
              Step 1   In the Administration application, select Admin User Management drawer > Admin User Management to open the Admin Users page.
              Step 2   Click Add New to open the Configure User page.
              Step 3   Complete the General tab to define a user name and a password for the new Super User.
              Step 4   Complete the Credentials tab and the Policy tab. See the online help for guidance.
              Step 5   Save the Super User.

              Until you grant other roles to the Super User, additional Super Users have the Login User role.


              What to Do Next

              Enable Unified CCE User Integration.

              Enable Unified CCE User Integration

              Users who you configure as agent supervisors in Unified CCE Configuration Manager and save in the Unified ICM database can be integrated into Unified Intelligence Center. If you enable Unified CCE User Integration in the Administration interface, you can schedule and run a synchronize process that:

              • Imports these supervisors and creates them as Report Designer and Dashboard users for Unified Intelligence Center.
              • Updates two stock value lists (Agents and Agent Teams) with collections for all supervisors' agents and agent teams.
              • Grants team supervisors Execute permissions for those collections.
              Procedure
                Step 1   From the Administration application, click Cluster Configuration > UCCE User Integration.
                Step 2   Click Enable UCCE User Integration.
                Step 3   Optionally, set the schedule for time of day and days of the week when you want to user integration. (You can return to this page and set the schedule later, after you configure the Unified CCE Historical Data Source.)
                Step 4   Click Save.
                Step 5   Do not click Synchronize Now. (You must first configure the Unified CCE Historical data source.)

                What to Do Next

                Set up security for remote database.

                Related References

                About Unified CCE User Integration

                The Unified CCE User Integration feature imports supervisors and their teams from Unified ICM/Unified CCE from the Unified ICM Configuration Manager and database into Unified Intelligence Center.

                Supervisors are automatically given Unified Intelligence Center user roles and can log in to Unified Intelligence Center to access collections and run reports for their agent teams.


                Note


                • You cannot run User Integration until you upload the license.
                • There are five tasks in the initial setup for Unified CCE User Integration. Some are performed in the Administration interface. Some are performed in the Reporting interface. As the System Application User has access to both interfaces, it is efficient for that user to set up Unified CCE User Integration.

                The tasks are to:

                • Enable Unified CCE User Integration in the Administration interface.
                • Complete the configuration of the Unified CCE Historical Data Source in the Reporting Interface.
                • Synchronize Users in the Administration Interface.
                • Validate Collections of Agents and Agent Teams in the Reporting Interface.
                • Set up a synchronization schedule in the Administration Interface.

                Results of Unified CCE User Integration:

                • Integrated Supervisors can sign in to Unified Intelligence Center Reporting (provided their Active Directory authentication is configured).
                • Integrated Supervisors are added to the Unified Intelligence Center Reporting User List with the roles of Login User, Report Designer and Dashboard Designer.
                • The Unified Intelligence Center Value Lists page is updated with Agents and Agent Teams collections.
                • Integrated Supervisors can view their Agents and Agent Teams collections (Unified IC Reporting > Value Lists drawer).
                • Integrated Supervisors are granted permissions only to the Agents and Agent Teams collections that they own.

                After you configure the Unified CCE User Integration schedule, Unified Intelligence Center updates with every synchronization the changes to supervisors and their teams.

                Related Information

                Remote Database Security

                All remote databases referenced by Unified Intelligence Center data sources are repositories for data that populates Unified Intelligence Center report. They must meet the following specifications:

                • They must be accessible to Unified Intelligence Center through the network.
                • Their TCP/IP protocol support must be enabled.
                • Their remote access must be enabled.
                • They must be protected with read-only access.
                • Select SQL Server & Windows Authentication. Windows Authentication is not an option.
                • There must be a SQL Authentication User.

                Sign Into Reporting Interface Using Unified Intelligence Center

                The System Application User is the initial Super User for Administration and the initial Security Administrator for the Unified Intelligence Center Reporting interface. This user uses the same User ID and password to sign in to the Administration interface and to the Unified Intelligence Center Reporting interface.

                On the Login page, to select the type of authentication, the Authenticator drop-down list is available only when LDAP settings are configured on the Reporting Configuration page in Unified Intelligence Center Administration.


                Note


                By default, Unified Intelligence Center allows maximum five unsuccessful login attempts. After five unsuccessful login attempts, Unified Intelligence Center locks the corresponding user account. Unified Intelligence Center unlocks all the locked accounts automatically when the elapsed time after locking of the account is greater than that is configured in the Locked Duration (minutes) field on the Administration site (OAMP).

                If you log in as user 1 in one tab or window of a browser and then as user 2 in another tab or window of the same browser and if you go back to the previous tab or window, both the login sessions become invalid and Unified Intelligence Center logs out both the users. You cannot switch between multiple login sessions in a browser.


                Procedure
                  Step 1   From the home page of the Administration interface, click the Control Center drawer.
                  Step 2   Locate and click the link of the member node you want to access. The Cisco Unified Intelligence Center login page for that member opens.
                  Step 3   From the Locale drop-down list, select the locale.
                  Step 4   Enter your username and password.
                  Step 5   From the Authenticator drop-down list, select CUIC.
                  Step 6   Click Log In. The Overview page appears.


                  Note


                  If you implement server load balancing, you need to access the Unified Intelligence Center reporting interface using http://<ACE Host> where <ACE Host> is either the DND name or the IP VLAN address of the Application Control Engine (ACE) server.

                  What to Do Next

                  Complete the Configuration of the Unified CCE Data Source.

                  Related Information

                  Configure Unified CCE Data Sources

                  Placeholders for two Unified CCE data sources appear by default on the Data Sources page. These are the data sources for the data that populates the stock templates. Before you can run reports or can run Unified CCE User Integration, you must edit the parameters of these data sources to complete the configuration, including Database Host, Database port, Database Name, User ID and Password.

                  The two data sources—Unified CCE Historical and Unified CCE Realtime—contain the same information, but the Unified CCE Historical data source has a lower load volume and is used to gather data for most of the stock value lists and for Unified CCE User Integration.

                  Before you can run reports or can run Unified CCE User Integration, you must edit the Unified CCE Historical data source to complete the configuration for the Database Host Address, Database Name, IP Address, User ID, and Password.

                  Procedure
                    Step 1   From the Unified Intelligence Center Reporting application, click the Data Sources drawer in the left panel to open the Data Sources page.
                    Step 2   Select the Unified CCE Historical Data Source.
                    Step 3   Click Edit to open the Data Source Create/Edit page.
                    Step 4   Complete the fields for this data source. See the online help for guidance.
                    Step 5   Test the data source connection. Troubleshoot if necessary.
                    Step 6   Save the data source.
                    Step 7   Repeat steps 2 through 6 for the Unified CCE Realtime data source.

                    Set Up User Roles, Permissions, and Groups

                    The System Application User, as the default Security Administrator, needs to review all the users who are on the User List, check their user roles, assign permissions, create user groups, and assign users as members of groups.

                    Procedure
                      Step 1   From the Unified Intelligence Center Reporting application, click the Security drawer. Then click User List.

                      The User List is populated with the initial Security Administrator as well as all supervisors who have been imported by Unified CCE User Integration.

                      Step 2   Select and edit each user to verify his or her User Roles and to set Permissions. See the online help for details on User Roles and Permissions.

                      The System Application User has all user roles and is the owner of all stock objects, including stock data sources, stock categories, report definitions, reports, value lists and connections. The Permission preference for this user is set to Execute for both My Group and the All Users group.

                      Unified Intelligence Center users who correspond to Unified CCE supervisors are created by Unified CCE User Integration and have the Report Designer and Dashboard Designer roles.

                      Step 3   From the Unified Intelligence Center Reporting application, click the Security drawer. Then click User Groups.

                      There are two stock groups: All Users, to which all Unified Intelligence Center users are automatic members, and Administrators, to which System Application Users are members. You can create additional user groups as indicated by your organization's needs.

                      Step 4   Assign users to groups. By default, every user's default parent group is All Users. You can assign each user to a different group as its default parent group, and to as many as other groups as indicated by your organization's needs. See the online help for details on User Groups.

                      What to Do Next

                      Create at least one dashboard.

                      Related Information

                      Create at Least One Dashboard

                      Unified Intelligence Center Reporting uses dashboards to organize and orient users. The installation does not create a default dashboard. You must create at least one dashboard and set it with Execute permissions for the All Users Group.

                      Procedure
                        Step 1   From the Unified Intelligence Center Reporting application, click the Dashboards drawer to open the Available Dashboards page.
                        Step 2   Right-click the Dashboards folder and select Create Dashboard.

                        A dialog box that asks for a name and user permissions for the new dashboard appears.

                        Step 3   Enter the dashboard name and select Execute permissions for All Users. Then click OK.

                        You return to the Available Dashboards page. Your new dashboard appears on the list.

                        Step 4   Right-click your dashboard and select View.

                        A page where you can add items to the dashboard appears.

                        Step 5   Design the dashboard, referring to the online help if necessary.
                        Step 6   Save the dashboard.

                        Sign Into Reporting Interface Using LDAP

                        On the Login page, to select the type of authentication, the Authenticator drop-down list is available only when LDAP settings are configured on the Reporting Configuration page in Unified Intelligence Center Administration.

                        Procedure
                          Step 1   From the home page of the Administration interface, click the Control Center drawer.
                          Step 2   Locate and click the link of the member node you want to access. The Cisco Unified Intelligence Center login page for that member opens.
                          Step 3   From the Locale drop-down list, select the locale.
                          Step 4   Enter your Username and password.

                          (Optional) Enter the username in one of these formats: user@domain.com or identifier\username if a specific username identifier is required. The identifiers that you use to log in must be pre-configured on the Reporting Configuration page in Unified Intelligence Center Administration.

                          Step 5   From the Authenticator drop-down list, select LDAP.
                          Step 6   Click Log In. The Overview page appears.


                          Note


                          If you implement server load balancing, you need to access the Unified Intelligence Center reporting interface using http://<ACE Host> where <ACE Host> is either the DND name or the IP VLAN address of the Application Control Engine (ACE) server.

                          What to Do Next

                          Complete the Configuration of the Unified CCE Data Source.

                          Related Information

                          Basic Concepts of Unified Intelligence Center Reporting

                          Term

                          Explanation

                          Dashboards

                          Dashboards are web pages that can display reports, report lists, scheduled reports, notes, and web-based elements—such as URLs and widgets—that are relevant to specific workflows and responsibilities.

                          Data Sources

                          A data source is a connection to a database from which reports are populated. Each data source has a configuration page with the IP Address, username, password, and database type for a database used by Unified Intelligence Center.

                          Drilldowns

                          Drilldowns allow you to create links from one report to another so that you can launch a second report from a field in the current report window.

                          Reports

                          Reports show data that are returned by Report Definitions and that can be displayed in various views as grids, as charts, and as gauges.

                          Report Definitions

                          A Report Definition defines the interface for a report. Each Report Definition contains the dataset that is obtained for a report—this includes the SQL query, the fields, the filters, the formulas, the refresh rate, and the key criteria field for the report.

                          Unified Intelligence Center separates Reports from Report Definitions.

                          Users can view, create or edit Report Definitions only if the Unified Intelligence Center deployment has a Premium license.

                          Report Templates

                          Report Templates are well-formed XML files based on Report Definitions.

                          Report Views

                          A report view is a layout presentation for the data that is retrieved for the report. Unified Intelligence Center supports three types of views:

                          • Grid Views
                          • Chart Views
                          • Gauge Views

                          All stock reports have a grid view. Some stock reports have a chart view.

                          You can create many views for a report, can define the default view for a report, and can change a report view once the report is generated.

                          You cannot delete all views. Every report must have at least one view.

                          Value Lists

                          Value lists contain all reportable items of the same type, for example, all agents or all skill groups.

                          Collections

                          Collections are subsets of value lists that can be used to control the amount of data that users can select to populate a report.

                          Thresholds

                          You can set a threshold for a field in a report grid to configure that field to display in a distinctive format.

                          User Groups

                          User Groups are constructs that allow security administrators to partition Unified Intelligence Center functionality.

                          Creating User Groups expedites the provisioning process when multiple users need the same access to dashboards and reports, or when users require distinct permissions and features based on regional or organizational requirements.

                          Object Permissions

                          Users have permissions associated with the groups in which they are members, and each member of a group has specific permissions in that group.

                          Users need object permissions to perform operations on Unified objects. There are two levels of permissions: EXECUTE and WRITE. Users may have permissions associated with the groups in which they are direct members or members of their child groups.

                          User Roles

                          User Roles assign the actions and capabilities that a user has in Unified Intelligence Center. There are seven User Roles, and each user can have multiple roles.

                          User Creation

                          Unified CCE report users, or supervisors, are created automatically when you run Unified CCE User Integration. These users can log in using their Active Directory credentials and can view and run reports and dashboards and view the collections of agents and agent teams that they supervise.

                          Other report users can sign in only if they exist in the Administration console as Super Users or if Active Directory has been configured in the Unified Intelligence Center Administration console for their domain.

                          • Super Users are IMS users and they can sign in using their IMS user credentials.
                          • Users authenticated through Active Directory are considered to be LDAP users, and they can sign in using their LDAP user credentials.

                          Both IMS users and LDAP users can log in to Unified Intelligence Center Reporting and are restricted to the limited Login User role until the Unified Intelligence Center Reporting security administrator gives them additional roles.

                          Although you can create a user on the Unified Intelligence Center User List page, an entry on the User List is not sufficient for that user to be able to sign in to Unified Intelligence Center. One reason to create users on the User List page is to expedite the assigning of roles to users before they sign in.


                          Note


                          Cisco Unified Intelligence Center uses LDAP V2 which does not support all Unicode characters that are used in the first name or surname of LDAP users.


                          Run a Report

                          Procedure
                            Step 1   Sign in to the Unified Intelligence Center application.
                            Step 2   Click the Reports drawer.
                            Step 3   Open Report Category folders until you locate the report you want. The imported Stock reports are listed under Reports > Stock > UCCE.
                            Figure 1. Stock Template



                            Step 4   Double-click the report name, or right-click the name, and then select Run.

                            Unified Intelligence Center User Roles

                            There are seven User Roles, and a user can be assigned to one, any, or all of them.

                            Depending on the size, staff, geographical distribution, and security practices of your call center, you can assign multiple user roles to a few people or to distribute user roles to many people.

                            The User Roles for Unified Intelligence Center are as follows:

                            Login User

                            By default, any user who signs in to Unified Intelligence Center for the first time is a Login User. Login Users have that role and only that role until the Security Administrator assigns additional roles or deactivates the Login User role.

                            Only a Security Administrator can assign additional user roles to a user or remove any role including Login role from any user. If a user does not have the Login Role, that user cannot access the reporting interface.

                            An active login user can:

                            • Log in to Unified Intelligence Center
                            • Open the Security drawer, access the User List, and edit their own User Information page; for example, to change the alias or phone number.
                            System Configuration Administrator

                            This user has all the rights of an active Login User and the following permissions:

                            • Has full access to the Data Sources drawer and its functions.
                            • Has full access to the Scheduler drawer and its functions.
                            • Can delete, import, and export stock reports.
                            • Can click the Synchronize Cluster button to clear the local cache.
                            Security Administrator

                            This user has all the rights of an active Login User and has full access to the Security drawer and its functions.

                            Dashboard Designer
                            This user has all the rights of an active Login User and has full access to the Dashboard drawer.
                            Report Designer

                            This user has all the rights of an active Login User and the following permissions:

                            • Has full access to the Reports drawer.
                            • Has Execute access to the Data Sources and Value Lists drawers
                            • Can access the Scheduler drawer to work with own reports.
                            Report Definition Designer

                            This user has all the rights of an active Login User and the following permissions:

                            • Has full access to the Report Definition drawer.
                            • Has Execute access to the Data Sources and Value Lists drawers
                            Value List Collection Designer

                            This user has all the rights of an active Login User and the following permissions:

                            • Has full access to the Value List drawer.
                            • Has Execute access to the Data Sources drawer.

                            Other Users

                            In addition to the seven designated Unified Intelligence Center User Roles, the following individuals have access to Unified Intelligence Center:
                            • Unified CCE Supervisors
                            • System Application Users
                            • System Administration Users

                            Unified CCE Supervisors

                            Supervisors who are imported when Unified CCE User Integration is enabled. They become Unified Intelligence Center users and are automatically given the following roles:

                            • Active Login Users
                            • Dashboard Designers
                            • Report Designers that can schedule, run, and view reports for the agents and agent teams they supervise. Report Designers can also view their own agent and agent team collections that are imported during Unified CCE User Integration.

                            System Application User

                            This is not a Unified Intelligence Center role. This role is defined during installation. You set credentials for this user during the installation of all nodes. As a best practice, use the same Application User credentials for all nodes.

                            The Application user who is configured during the installation of the Controller node is by default the initial Super User for the Administration console and has full rights to all functions in the Administration and Unified Intelligence Center reporting applications.

                            This user:

                            • is configured as the Application User during installation
                            • is the initial Super User in the Administration console
                            • can create additional Super Users in the Administration application
                            • can sign in to Unified Intelligence Center and has full rights to all functions in Unified Intelligence Center
                            • is the initial Security Administrator user in the Unified Intelligence Center reporting application
                            • can create additional Security Administrator users in the Unified Intelligence Center reporting application
                            • cannot have any role taken away
                            • cannot take any role away from themself

                            System Administration User

                            This is not a Unified Intelligence Center role. This role is defined during installation.

                            System Administrator User credentials are node-specific. As a best practice, use the same System Administrator User credentials for all nodes.

                            This user cannot sign in to Unified Intelligence Center OAMP or Unified Intelligence Center Reporting applications.

                            The Admin User credentials for the Controller node are used to:
                            • Access the CLI for the Controller node.
                            • Log in to the Disaster Recovery System, the Cisco Unified OS Administration, and Cisco Unified Serviceability applications from the Navigation menu in the Administration console.
                            The Admin User for a Member node can:
                            • Access the CLI for that Member node.

                            Unified Intelligence Center Cache

                            Unified Intelligence Center uses a cache to optimize access to the local Cisco Unified Intelligence Center database. This cache is built on top of the local configuration database. Using database replication, the contents of every node's Cisco Unified Intelligence Center database are kept in synchronization with the other nodes in the cluster.

                            The Unified Intelligence Center architecture is designed to provide a highly scalable cluster in which every node manages its own local cache independently of other nodes. Whenever an item stored in the local cache (such as a report template or a dashboard) is modified, a message is sent to other nodes in the cluster indicating that item has been modified and that their version of that item is stale.

                            Upon receipt of the message, each node invalidates its own references to the stale item in the local cache. In this manner, all nodes remain synchronized. There are a few exceptional cases where stale data can be re-cached or become out of synch in the cluster. For this reason, the Unified Intelligence Center System Configuration Administrator has access to a link on the menu bar called Synchronize Cluster.

                            Clicking this link and confirming notifies all nodes in the cluster to clear their local cache and synchronizes and empties all caches in the cluster. Clearing the locale cache forces each node to go directly to the database for the requested information.

                            As each node gets fresh data from the database, the new data is automatically put into the local cache and accessed during future requests. Data will be consistent in the database, and there will be no loss of information.


                            Note


                            It is best to perform this action during off-hours.