Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 10.0(1)
Custom reporting
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Custom reporting

Customize report templates

You can modify existing report templates or create custom reports templates if you find that the stock report templates do not meet your reporting needs. For example, you might create a custom report template to view data from the Route_Call_Detail table or Termination_Call_Detail table. While these tables provide detailed data for calls, in some cases, standard (stock) report templates do not retrieve data from them due to performance impact.

You might also customize an existing report template to monitor a department's activity and performance, by creating a collection with objects from only that department.

See the Cisco Unified Intelligence Center Report Customization Guide at http:/​/​www.cisco.com/​en/​US/​products/​ps9755/​tsd_​products_​support_​series_​home.html for directions on customizing report templates.

Call detail data in custom reports

Call detail records are stored in the Route_Call_Detail and Termination_Call_Detail tables, but in some cases, standard (stock) report templates do not retrieve data from these two tables for performance reasons. To use call detail data in reports, you must create custom report templates that populate from your custom database.

For every call routing request it handles, the Router records detailed data about the call and how it was routed to a peripheral. This route call detail data (RCD) record is stored in the Route_Call_Detail table. RCD data is written to the database when the script ends. Non-routed calls, such as direct dials, transfers, and conferences, have no RCD records. You can use the data in the Route_Call_Detail table to see the starting point of the call. For example, you can see the Automatic Number Identification (ANI) and the type of request made. A typical Route_Call_Detail record might describe a call that originated with a Unified CVP request, and an ANI of 9785551000. In addition, route call detail tells you how long the call was held in a queue.

A detailed termination call detail data (TCD) record is written for each call that arrives at a peripheral. The TCD record is written after the call segment terminates and the after-call work is complete. For example, typical Termination_Call_Detail data might show that the call was an Inbound ACD Call, that it was handled by a particular skill group, and that a particular agent handled the call. The Termination_Call_Detail record also describes the final disposition of the call (for example, how the call terminated, abandoned in network, disconnect/drop, and abandoned delay). Most inbound calls have at least two TCDs: one for the segment of the call that was at CVP and one for the segment of the call handled by the agent. The Termination_Call_Detail table includes records that indicate which TCDs were used to create the Call Type, Call Type Precision Queue, and the Call Type Skill Group report templates.

These two detail tables are constrained to five weeks. If additional detail record reporting is required, an external database (AW/HDS/DDS) must be added to the configuration.