Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 10.5(1)
Generate and Manage Reports
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Generate and Manage Reports

Generate and Manage Reports

Report Manager

Use the Unified Intelligence Center Report Manager to view the location of reports and the hierarchy of the folders where the reports reside. You can do the following:

  • Create new folders and subfolders (called categories and subcategories respectively in the user interface) to organize your reports.
  • Export an entire folder along with all the reports in it.

You can perform the following actions in the Report Manager:

Table 1 Report Manager
Actions Description

Report level actions

Run

Runs a report.

Schedule

Directs to the Report Scheduler (Create a Schedule for a Report) page so that you can schedule the report to run at a later time or at regular intervals.

Edit

Display the Report Editor.

For more information about report editor, see the Cisco Unified Intelligence Center Report Customization Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​ps9755/​products_​user_​guide_​list.html.

Save As

Save a copy of the report with a different name.

Note    The reporting users do not have permission by default to create sub-category under Reports category in Cisco Unified Intelligence Center. Contact your administrator to get permissions.

Note    When you save a report, the report description should not contain the following special characters: parentheses pair (( )), angle bracket (>), forward slash (/), question mark (?) and any executable scripts like JavaScript. Also, the text should not start with a quote (") or quotation mark (' ).

Edit Views

Display the available views. You can either create a new view or edit existing views.

Note   

You can create or edit views only if you have the WRITE permissions.

For more information about editing views, see the Cisco Unified Intelligence Center Report Customization Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​ps9755/​products_​user_​guide_​list.html.

Export

Export a report, including online help and localization files, to your computer. This can be useful when you need to import the report into another Intelligence Center System, for example from a Lab to a Production system.

A Report Designer with Write permissions can export a custom report.

Note   

If you export a folder, all the reports in the folder are exported.

You cannot export stock reports.

Delete

Delete a folder or a report.

Note   

You cannot delete a stock folder or a stock report.

Sub-category level actions

Create Sub-category

Create a subfolder.

Note   

Applicable to Root level folder as well.

Delete

Delete a folder or a report.

Note   

You cannot delete a stock folder or a stock report.

Rename

Rename a folder or a report.

Note   

You cannot rename a stock folder or a stock report.

Note   

Applicable to Root level folder as well.

Create Report

Create a new report in the selected folder.

Stock reports are reports supported by Cisco. The stock reports can be copied and these copied versions can be edited.

For more information, see the Cisco Unified Intelligence Center Report Customization Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​ps9755/​products_​user_​guide_​list.html.

Note   

Applicable to Root level folder as well.

Permissions

Set execute/write permissions for the folder.

For more information on permissions, see the Cisco Unified Intelligence Center Report Customization Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​ps9755/​products_​user_​guide_​list.html.

Export

Export a folder or a report to your computer.

For more information about export, see the section 'Export reports, report definitions, and categories' in the Cisco Unified Intelligence Center Report Customization Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​ps9755/​products_​user_​guide_​list.html.

A Report Designer with Write permissions can export a custom report.

Note   

If you export a folder, all the reports in the folder are exported.

Import Report

Import an existing Unified Intelligence Center report and store it on this instance of Unified Intelligence Center.

For more information on permissions, see the Cisco Unified Intelligence Center Report Customization Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​ps9755/​products_​user_​guide_​list.html.

Note   

Applicable to all folder levels (root, sub-category, and report).

Refresh

Refresh the Report Manager.

Note   

Applicable to all folder levels (root, sub-category, and report).

Run a Report

Procedure
    Step 1   In the Reports tab, select the report that you want to run.
    Step 2   Choose the filters for your report.
    Note   

    If the report designer has selected to bypass the filter dialog on the Report Editor page, the report will be generated. If the report designer does not select to bypass the filter dialog, selecting a report to view opens the Filters page for that report.

    Step 3   Click Run.

    The generated report displays in the Report Viewer page. See Report Viewer.


    Report Viewer

    When you run a report, it displays in the Report Viewer. Its content varies, based on which view (data presentation) of a report is selected—a grid, a chart, or a gauge. You can change the report view on this page.

    There are the two types of Report Viewers: the Historical and Real-time Report Viewer, and the Live Data Report Viewer.

    Historical And Real-Time Report Viewer

    The Cisco Unified Intelligence Center Historical and Real-time Report Viewer allows you to do the following:

    • Filter data in a report
    • Change the view of a report from a grid to a graph or a chart

      Note


      You can select only from the views that are currently available for a report.


    • Edit the current view

      Note


      To edit the current view or create a new view for a report, see the Cisco Unified Intelligence Center Report Customization Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​ps9755/​products_​user_​guide_​list.html.


    • Refresh a report
    • Print a report
    • Export a report
    • View the SQL query that was used to generate a report
    • View help for the report

    The following figure shows an example of a Historical and Real-time report viewer.

    Figure 1. Historical and Real-Time Report Viewer

    Live Data Report Viewer

    Live Data reports are based on an asynchronous event stream from a Live Data data source and are updated in real-time.

    The Unified Intelligence Center Live Data Report Viewer allows you to do the following:

    • You can view multiple grid views of the same report. Also, you can resize the column size.

      Note


      Live Data reports supports only the grid view.


    • Edit the current view
    • Auto-Refresh—When Auto-refresh check box is checked, the system updates the data in the report as and when there are updates available. If this check box is unchecked, you see the "New Updates Available" alert message when new data is available in the report. By default, this check box is checked for every report.
    • Show Thresholds Only—When Show Thresholds Only check box is checked, only rows with matching threshold values are displayed in the report. By default, this check box is unchecked for every report.
    • Pop Out—Opens the report in a new browser. The pop-out will display the Auto refresh and Show Thresholds Only options.

      Note


      The default settings are retained for the Auto refresh and Show Thresholds Only options.
    • You can add or remove columns to the grid view using the gear icon.
    Figure 2. Live Data Report Viewer


    Note


    Any changes to system time while the Live Data report is running are not taken into account. If server or client is changed or adjusted, the report needs to be refreshed to accurately display the duration field values.

    Live Data Reports that are active across a daylight savings time (DST) change do not display correct values in the duration field. An active report needs to be refreshed across a DST change.


    Report Summary Rows

    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 values 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)