Cisco Unified Contact Center Express Historical Reports User Guide Release 9.0(2)
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Overview

Two reporting applications are available for your Unified CCX:

  • Unified CCX Historical Reports Client (HRC) is a client-based reporting application that provides historical reports.
  • Unified Intelligence Center (Unified IC) is a web-based reporting application that provides historical reports.

This section includes the following information:

Unified CCX Historical Reports client

With Unified CCX HRC, you can

  • Access historical data
  • View, print, and save reports
  • Sort and filter reports
  • Send scheduled reports to a file or to a printer
  • Export reports in a variety of formats, including Portable Document Format (PDF), Microsoft Excel, Rich Text Format (RTF), Extensible Markup Language (XML), and Comma-Separated Values (CSV)
  • Prepare custom reports using third-party applications that are designed to create reports from databases

System database

The Unified CCX system stores call activity data in a database on the Unified CCX server. Call activity date is also stored on the standby server, if one is deployed. The Unified CCX Historical Reports client creates historical reports based on this data.

For more information about the Unified CCX databases, see Cisco Unified Contact Center Express Administration Guide.

Unified CCX Historical Reports client interface

The following figure shows the Unified CCX Historical Reports window where you perform most of the client activities from:

Figure 1. Unified CCX Historical Reports Window



 

Item 

Reference 

1

Open tool

Save Report Settings

2

Save tool

Save Report Settings

3

Login tool

Modify login and server information

4

Scheduler tool

Schedule list

5

Help tool

Online help

6

Help button

Online help

7

Reset button

General report settings

Detailed report settings

General settings for Scheduled Reports

8

View button1

The Report Viewer

9

Start and end date and time fields

Select date and time range for report

10

Check box for including charts with a report

Include charts with report

Include charts with Scheduled Report

11

Report name

Generate a report

Choose report to schedule

12

Tabs for general and detailed report settings

General report settings

Detailed report settings

General settings for Scheduled Reports

Use detailed settings for Scheduled Reports

13

Reporting tasks

General report settings

Load Report Settings

Choose report to schedule

1 This button changes depending on the reporting task selected

Start Unified CCX Historical Reports client

When you start the Unified CCX Historical Reports client, the client logs in to the Unified CCX server, giving you access to data stored in the Unified CCX database. The following procedure outlines how to start the Unified CCX Historical Reports client:


Note

If you attempt to start the Unified CCX Historical Reports client when you do not have access to it, the User Privileges Missing dialog box opens. If this happens, your system administrator can click Yes and set up access. Clicking No will not give you access to any reports. See User access to Cisco Unified CCX Historical Reports.


Note

If you are logging in to Historical Reporting Client for the first time, the end user must access the operating system using the windows account having administrative privileges. For the subsequent login, you can access using the windows account without administrative privileges.

Procedure
    Step 1   Double-click the Historical Reports icon or choose Start > Programs > Cisco Unified CCX Historical Reports > Cisco Unified CCX Historical Reports.
    Note   

    If you are launching Unified CCX Historical Reports client on Microsoft Windows Vista or Windows 7, right-click Cisco Unified CCX Historical Reports.exe, and select Run as. In the Run As dialog box, click The following user radio button, login with Cisco Unified CCX Application Administrator Username and Password, click OK, and follow the instructions.

    The Login dialog box opens.

    Step 2   Enter your user name and password.

    If the client does not have information about the server to log in to, the Server field appears in the Login dialog box. Enter the IP address or the host name of the Unified CCX server in the Server field.

    If the client does have information about the server to log in to but you want to specify a different server, click Server and enter the IP address or the host name of the server in the Server field.

    Step 3   Click OK.

    The system displays the Unified CCX Historical Reports window.

    Related Tasks

    Modify login and server information

    From the Cisco Unified CCX Historical Reports main window, you can log in as a different user or change the server that you are logged in to.

    Procedure
      Step 1   Click the Login tool from the Cisco Unified CCX Historical Reports main window or choose Settings > Login.

      The Login dialog box appears.

      Step 2   To log in under a different name, enter the user name and password. To log in to a different server, click Server and enter the IP address or the host name of the server.

      You can log in as a different user and change the server at the same time.

      Step 3   Click OK.

      Exit Unified CCX Historical Reports client

      From the Unified CCX Historical Reports window, choose File > Exit.

      Online help

      The Unified CCX Historical Reports client provides online help in various ways depending on the window displayed:

      • Clicking the Help button
      • Clicking the Help tool
      • Choosing Help > Contents or Help > Search for Help On from the menu bar
      • Pressing the F1 key

      Failover

      Your Cisco Unified CCX deployment may include a standby server for the Cisco Unified CCX Database component. In this case, if the Database component fails over when you are logged in to the Cisco Unified CCX Historical Reports client, the following message is displayed when you attempt to generate a report: 

      The connection to the historical database was broken. Please log back into the Cisco Unified CCX Historical Reports Client to attempt to reestablish the connection to the database.

      If you see this message, log back in to the Unified CCX Historical Reports client. The client then attempts to connect automatically to the working database server.

      If the Unified CCX Server has shut down completely, specify the Standby server IP address when you log back in. For more information, see Start Unified CCX Historical Reports client.

      If you run a report after a failover, the response differs based on the type of failover:

      • Engine failover: No difference in report generation or node status.
      • Database failover: The report generation process stops immediately. You will receive a disconnected message, and you will be unable to proceed.
        • Log in back to the same Unified CCX node to which you were logged in prior to the failover.
        • If you cannot connect to the same node, it may be due to a shutdown scenario or the Unified CCX Node Manger not running on that node. In this case, connect to the remaining node.
        • If a database failover occurs when the Scheduler is generating a report, the report generation stops and the report is not generated. Subsequent scheduled reports will be generated if the failover process completes before that time.

      Unified Intelligence Center Reporting Application

      Cisco Unified Intelligence Center reporting is supported as a new reporting mechanism in Unified CCX. With this reporting application, you can

      • Access historical data
      • View, print, and save reports
      • Sort and filter reports
      • Export reports as a Microsoft Excel (.xls) file
      • Email the reports in HTML, XLS, or PDF format
      • Transfer to remote locations using SFTP, in CSV format
      • Prepare custom reports using third-party applications that are designed to create reports from databases

      Note

      Unified CCX includes Unified Intelligence Center with the standard license enabled.

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

      Authorized users

      The following users can access Unified Intelligence Center:

      • Application administrator
      • Reporting user—The Unified CCX administrator must assign this role to you.

      For more information, see Cisco Unified CCX Administration Guide, available at: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​installation_​and_​configuration_​guides_​list.html

      Access Unified IC reporting application

      Historical Reporting Client is the default reporting client for historical reports. The Unified CCX administrator can enable the Cisco Unified Intelligence Center Reporting Client, then the reporting users can access reports through the Unified Intelligence Center web interface.

      The Unified CCX reports in Unified Intelligence Center are grouped into the following categories:

      • Chat – contains all chat related reports
      • Email – contains all email related reports
      • Inbound – contains all inbound related reports
      • Outbound – contains all outbound related reports
      • System – contains system level reports

      Note

      The above categories appear as folders under Unified CCX reports in the Unified Intelligence Center web interface.

      The Unified Intelligence Center reports are executed on the non-master database, if the database is available.

      For more information about selecting the Cisco Unified Intelligence Center Reporting Client as the reporting client, see Cisco Unified CCX Administration Guide, available at: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​installation_​and_​configuration_​guides_​list.html.

      To start the Cisco Unified Intelligence Center reporting application, perform the following steps.

      Procedure
        Step 1   To activate and launch Unified Intelligence Center through Unified CCX:
        1. Login to Cisco Unified CCX Administration.
        2. Select Tools > Historical Reporting > Reporting Configuration.
        3. Select Cisco Unified Intelligence Center Reporting Client (CUIC).
        4. Select Update.
        5. After successful switch, select Launch CUIC.
        Step 2   To launch Unified Intelligence Center using a web browser:
        1. Access http://<host address>:8081/cuic or https://<host address>:8444/cuic where host address is the DNS name or IP Address of a Unified CCX node.
        2. Enter your user name and password.
        3. Click Log In.

        Access reports

        Your access to the reporting application depends on administrator-assigned privileges. See Cisco Unified CCX Administration Guide for more information.

        Procedure
          Step 1   Click Reports in the sidebar.
          Step 2   Choose Stock > UCCX.
          Step 3   Choose any of the following sub categories to see the list of reports you are authorized to display:
          • Chat
          • Email
          • Inbound
          • Outbound
          • System

          Step 4   Choose the report group from which you wish to pick a report.
          Step 5   Click Run.
          Note   

          For field-level help, click the Help icon in the main window of the Cisco Unified IC reporting application.

          Stock report templates

          Unified CCX is installed with stock report templates that display data that has been saved in the Unified CCX database. The stock templates are designed to present Unified CCX data. You can also import report templates that are populated by another database and set a data source for these templates.

          Make a copy of the installed templates and use these copies to do your work.

          You cannot do the following with the installed stock templates:

          • Change the data source
          • Delete the default grid view
          • Create additional views (grids, charts, and gauges)
          • Set thresholds for fields
          • Set drilldowns for fields (Premium license only)
          • Hide, move, rename, or modify fields that appear by default in the grid view

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

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

          High availability setup

          In high availability setup, Unified Intelligence Center reporting is active on both the master and non-master nodes. Unified Intelligence Center report queries are executed only on the non-master node database. If the non-master node fails, the report queries are executed from the active master database. When the user access CUI url on any node, CUIC automatically redirects the browser to the correct node where Cisco Unified IC is operational and this will minimize the load on the system.

          The user is redirected in the following conditions:

          • If Cisco Unified IC is up on both nodes, it is redirected to the non-master node.
          • If Cisco Unified IC is up on only one node, it is redirected to the node on which Cisco Unified IC is running.

          The user is not redirected if Unified CCX engine is down in a single node Unified CCX set up.