Cisco Unified Contact Center Express Historical Reports User Guide Release 9.0(2)
Installation and configuration
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Installation and configuration

The following sections include these topics:

Prerequisites

Before you install the Unified CCX Historical Reports client, ensure that you have completed the following tasks:

  • You have installed the Unified CCX server.
  • You can access the Unified CCX server from the computer that you installed the Unified CCX Historical Reports client on.
  • You are logged in to the client machine as administrator (where the Historical Reports client will be installed)
  • If you have installed an earlier version of Unified CCX 8.x Historical Reports client,
    • Uninstall the existing Unified CCX Historical Reports client 8.x software before installing the new version.
    • Uninstall the existing version of IBM Informix database driver included with Unified CCX Historical Reports client.

Note

To avoid blocking the connection between Historical Report Client and Unified CCX Server, use the Cisco VPN on client machines where Unified CCX Historical Reports client is installed.

Install Unified CCX Historical Reports client


Note

See Software and Hardware Compatibility Guide for Cisco Unified CCX and Cisco Unified IP IVR for a list of supported operating systems, software, and languages required to install the Unified CCX Historical Reports client. You can install Cisco Unified CCX Historical Reports client in any of the supported languages mentioned.

Since Unified CCX 8.0, the Unified CCX Historical Reports client installation processes several operations on the client computer as mentioned below before installation:

  • Installing IBM Informix database driver
  • Upgrading data grid components and third-party reporting applications to the latest version
  • Creating directories to store the required files
  • Installing the Scheduler (the part of Unified CCX Historical Reports that manages and generates scheduled reports)

Note

The installation of the latest database drivers and Crystal Reports Redistributables may result in the installation process taking longer than earlier versions.

To install the Unified CCX Historical Reports client, perform the following steps on the client computer.

Procedure
    Step 1   From the client computer, log in to the Cisco Unified CCX Administration application or log in to the Unified CCX Supervision application.

    For more information, see Cisco Unified CCX Administration Guide.

    Step 2   Perform one of the following actions:
    1. From Cisco Unified CCX Administration page, choose Tools > Plug-ins. When the Plug-ins web page appears, click the Cisco Unified CCX Historical Reports hyperlink.
    2. From the Unified CCX Supervision Download web page, click the Cisco Unified CCX Historical Reports hyperlink.

      The File Download dialog box appears.

    Step 3   Click the Save button to save the Unified CCX Historical Reports installation file. You can then reinstall Unified CCX Historical Reports without logging in to the Unified CCX server.

    The Save As dialog box appears.

    Step 4   Specify the directory to save the installation program and click Save.
    Step 5   When the installation file finishes downloading, click Open in the Download Complete dialog box. The computer extracts the required installation files.

    When this process finishes, the Cisco Unified CCX Historical Reports Setup window appears.

    Note   

    If you are installing Cisco Unified CCX Historical Reports client on Microsoft Windows Vista or Windows 7, right-click CiscoUnifiedCCXHistoricalReportInstall.exe, and select Run as administrator. In the User Account Control dialog box, click Yes to proceed and follow the instructions.

    Step 6   Click Next in the Cisco Unified CCX Historical Reports Setup window.

    The Cisco Unified CCX Historical Reports Setup window displays the License Agreement.

    Step 7   Read the License Agreement, and click Yes to agree.

    The Cisco Unified CCX Historical Reports Setup window prompts you to choose an installation folder.

    Step 8   To install the Historical Reports files in the Program Files directory on your computer, click Next.

    Otherwise, browse to another directory and click OK, and then click Next.

    The Cisco Unified CCX Historical Reports Setup window prompts you to select a program folder.

    Step 9   Click Finish.

    The installation is complete. The computer restarts.

    Step 10   Once the system is restarted, the user must login to the client machine using a windows account that has administrative privileges. Then login to Historical Reporting Client using a valid Unified CCX user with Reporting privileges.

    See Start Unified CCX Historical Reports client.

    Related Tasks
    Related Information

    Upgrade Unified CCX Historical Reports client


    Note

    Exit the client application and the Scheduler on the client computer before proceeding. For instructions, see Exit Unified CCX Historical Reports client and The Scheduler.

    To upgrade to the new version of the Unified CCX Historical Reports client, perform the following steps on the client computer.

    Procedure
      Step 1   If you are upgrading Historical Reports client from an earlier version of Cisco Unified CCX Historical Reports client 8.x, uninstall the existing Cisco Unified CCX Historical Reports client version and restart the system before installing the new version. See Uninstall Cisco Unified CCX Historical Reports client.
      Note   

      Perform 1 only if you are upgrading from an earlier version of Cisco Unified CCX Historical Reports client 8.x. If you are upgrading from an existing Cisco Unified CCX Release 7.x Historical Reports client, do not uninstall it manually. The Cisco Unified CCX Release 8.x or 9.0.x Historical Reports client installer automatically uninstalls the existing version of the Historical Reports client before installing the latest version.

      Step 2   Download the new version of Unified CCX Historical Reports client installation file.
      Step 3   Double-click the CiscoUnifiedCCXHistoricalReportInstall.exe installation.

      A dialog box is displayed to confirm the upgrade process.

      Step 4   Click Yes.

      The Cisco Unified CCX Historical Reports Setup window appears.

      Step 5   To install the Historical Reports files in the Program Files directory on your computer, click Next.

      Otherwise, browse to another directory and click OK, and then click Next.

      The Cisco Unified CCX Historical Reports Setup window prompts you to select a program folder.

      Step 6   Click Next to continue with the upgrade.
      Step 7   Click Finish.

      The upgrade is complete. The computer restarts.

      Related Tasks
      Related Information

      Uninstall Cisco Unified CCX Historical Reports client


      Note

      Exit the client application and the Scheduler on the client computer before proceeding. For instructions, see Exit Unified CCX Historical Reports client and The Scheduler.

      To uninstall Unified CCX Historical Reports client, perform the following steps on the client computer.

      Procedure
        Step 1   From the Start menu on the client computer, choose Start > All Programs > Cisco Unified CCX Historical Reports, and click Repair or Remove Cisco Unified CCX Historical Reports.
        Note   

        For Windows Vista or Windows 7 computers, choose Start > All Programs > Cisco Unified CCX Historical Reports. Right-click Repair or Remove Cisco Unified CCX Historical Reports and select Run as administrator. In the User Account Control dialog box, choose Yes to proceed, and follow the instructions.

        Step 2   The Cisco Unified CCX Historical Reports Client installation starts in maintenance mode. You can repair a corrupted installation or uninstall an existing application of Unified CCX Historical Reports Client.
        Step 3   See Use Cisco Unified CCX Historical Reports InstallShield Wizard to uninstall the Cisco Unified CCX Historical Reports client.

        In Windows XP, you can choose to repair or remove earlier versions of Unified CCX 8.x Historical Reports client by doing the following tasks:

        1. Choose Start > Control Panel and click Add or Remove Programs. The Add or Remove Programs window opens.
        2. Select Cisco Unified CCX Historical Reports.
        3. Click Change. The same Cisco Unified CCX Historical Reports InstallShield Wizard is displayed. See Use Cisco Unified CCX Historical Reports InstallShield Wizard for detailed information.
          Note   

          The above-mentioned a, b, and c are not applicable for Windows Vista and Windows 7.

        Use Cisco Unified CCX Historical Reports InstallShield Wizard

        Procedure
          Step 1   The Cisco Unified CCX Historical Reports - Installshield Wizard displays the Welcome screen. Click Next.
          Step 2   The Installshield provides you with two options - Repair or Remove the program. To repair installation errors, click the Repair radio button. To completely remove or uninstall the Historical Reports client, click the Remove radio button.
          Step 3   To uninstall, click Remove radio-button and click Next.
          Step 4   Click the Remove button. The wizard takes you through the uninstallation.
          Step 5   Click Finish.

          On completion of the uninstall, it will prompt you to restart the computer.

          Related Tasks
          Related Information

          User access to Cisco Unified CCX Historical Reports

          Before a user can generate a historical report from the Unified CCX Historical Reports client, you must specify the Cisco Unified CCX application packages for which the user can generate reports.

          To give a user access to historical reporting, you must first set up the user in Cisco Unified CCX Administration. See Cisco Unified CCX Administration Guide for more information.

          The following table shows the historical reports that are available for each Cisco Unified CCX application package. In this table, "Yes" means that a report is available, and "—" means that a report is not available. Users can generate reports available within an application if they have access to the application.

          Report Name

          Unified IP IVR

          Unified CCX Standard

          Unified CCX Enhanced

          Unified CCX Premium

          Abandoned Call Detail Activity Report

          —

          Yes

          Yes

          Yes

          Aborted and Rejected Call Detail Report

          —

          Yes

          Yes

          Yes

          Agent Call Summary Report

          —

          Yes

          Yes

          Yes

          Agent Detail Report

          —

          Yes

          Yes

          Yes

          Agent Login Logout Activity Report

          —

          Yes

          Yes

          Yes

          Agent Not Ready Reason Code Summary Report

          —

          Yes

          Yes

          Yes

          Agent State Detail Report

          —

          Yes

          Yes

          Yes

          Agent State Summary Report (by Agent)

          —

          Yes

          Yes

          Yes

          Agent State Summary Report (by Interval)

          —

          Yes

          Yes

          Yes

          Agent Summary Report

          —

          Yes

          Yes

          Yes

          Agent Wrap-up Data Detail Report

          —

          Yes

          Yes

          Yes

          Agent Wrap-up Data Summary Report

          —

          Yes

          Yes

          Yes

          Application Performance Analysis Report

          Yes

          Yes

          Yes

          Yes

          Application Summary Report

          —

          Yes

          Yes

          Yes

          Call Custom Variables Report

          —

          Yes

          Yes

          Yes

          Called Number Summary Activity Report

          —

          Yes

          Yes

          Yes

          Chat Agent Detail Report

          —

          —

          —

          Yes

          Chat Agent Summary Report

          —

          —

          —

          Yes

          Chat Contact Service Queue Activity Report

          —

          —

          —

          Yes

          Chat CSQ Agent Summary Report

          —

          —

          —

          Yes

          Chat Traffic Analysis Report

          —

          —

          —

          Yes

          Common Skill Contact Service Queue Activity Report (by Interval)

          —

          Yes

          Yes

          Yes

          Contact Service Queue Activity Report

          —

          Yes

          Yes

          Yes

          Contact Service Queue Activity Report (by CSQ)

          —

          Yes

          Yes

          Yes

          Contact Service Queue Activity Report (by Interval)

          —

          Yes

          Yes

          Yes

          Contact Service Queue Call Distribution Summary Report

          —

          Yes

          Yes

          Yes

          Contact Service Queue Priority Summary Report

          —

          Yes

          Yes

          Yes

          Contact Service Queue Service Level Priority Summary Report

          —

          Yes

          Yes

          Yes

          CSQ–Agent Summary Report

          —

          Yes

          Yes

          Yes

          Detailed Call by Call CCDR Report

          Yes

          Yes

          Yes

          Yes

          Detailed Call CSQ Agent Report

          —

          Yes

          Yes

          Yes

          Email Agent Activity Report

          —

          —

          —

          Yes

          Email Contact Service Queue Activity Report

          —

          —

          —

          Yes

          Email Contact Service Queue Agent Activity Report

          —

          —

          —

          Yes

          Email Inbox Traffic Analysis Report

          —

          —

          —

          Yes

          Email Response Detail Report

          —

          —

          —

          Yes

          Email Resolution Detail Report

          —

          —

          —

          Yes

          IVR Outbound Campaign Summary Report

          —

          —

          —

          Yes1

          IVR Outbound CCDR Report

          —

          —

          —

          Yes User access to Cisco Unified CCX Historical Reports

          IVR Outbound Half Hourly Report (Predictive)

          —

          —

          —

          Yes User access to Cisco Unified CCX Historical Reports

          Preview Outbound Agent Detail Performance Report

          —

          —

          —

          Yes

          Preview Outbound Campaign Summary Report

          —

          —

          —

          Yes

          Priority Summary Activity Report

          —

          —

          Yes

          Yes

          Remote Monitoring Detail Report

          —

          Yes

          Yes

          Yes

          Traffic Analysis Report

          Yes

          Yes

          Yes

          Yes

          1 To view this report, you must have a Unified CCX Outbound IVR license and a Unified CCX premium license.

          To specify the historical reports that a user can generate, perform these steps:

          Procedure
            Step 1   Log in to Cisco Unified CCX Administration.

            For information about logging in to Cisco Unified CCX Administration, see Cisco Unified CCX Administration Guide.

            Step 2   From the Unified CCX Administration menu bar, choose Tools > User Management > Reporting Capability View.

            The User Configuration web page appears.

            Step 3   The capability view for the Reporting Management web page contains a pane for the user(s) identified as the Unified CCX Historical Report Users and another pane with the list of Available Users.
            Step 4   Click the user you wish to provide historical reports access to from the list of available users by clicking the appropriate directional arrow. You can move users between the two panes by clicking the directional arrows.
            Step 5   Assign one or more Historical Reporting packages for which the user will generate historical reports by selecting the desired check boxes:
            • IVR
            • ICD
            Step 6   Click Update to give the user access to historical reports for the selected applications.

            To configure another user, repeat Step 4 through Step 6.

            Edit configuration files

            The Unified CCX Historical Reports client maintains the following configuration files on each client computer:

            • hrcConfig.ini—This file is stored in the Cisco Unified CCX Historical Reports directory, which is under the directory in which you installed the Cisco Unified CCX Historical Reports client system. This file contains general instructions for the Cisco Unified CCX Historical Reports client system.
            • sch.ini—This file is stored in the Cisco Unified CCX Historical Reports/Scheduler directory, which is under the directory in which you installed the Cisco Unified CCX Historical Reports client system. This file contains instructions for the Scheduler.

            You can edit these configuration files. To edit a configuration file, perform these steps:

            Procedure
              Step 1   Use a text editor to open the configuration file.
              Step 2   Make changes to the parameters, as required.
              Caution   

              If the changes are not recognized by the system, you may corrupt the system.

              Step 3   Save the file and exit the text editor.
              Step 4   If you edit the hrcConfig.ini file while the Cisco Unified CCX Historical Reports client is running, exit and restart the client program.

              If you edit the sch.ini file, right-click the Scheduler icon in the status area on your Windows task bar and choose Stop Scheduler. Right-click the Scheduler icon again and select Run Scheduler.

              Related References

              hrcConfig.ini configuration file

              The hrcConfig.ini file contains general instructions for the Cisco Unified CCX Historical Reports client system. The following table shows the parameters in this file.

              Parameter

              Explanation

              defaultHost

              IP address or host name that appears in the Server field in the Cisco Unified CCX Historical Reports Login dialog box.

              Default value: IP address or host name of the server most recently logged in to.

              defaultExportPath

              Path name of the default directory in which the Cisco Unified CCX Historical Reports system stores scheduled reports that are exported to a file.

              Default value: Cisco Unified CCX Historical Reports/reports directory.

              To change the defaultExportPath parameter in the hrcConfig.ini configuration file follow these guidelines:

              1. Make sure that the new directory exists on the shared drive.
              2. Enclose the new path in quotation marks. For example: defaultExportPath= \\209.165.200.225\F$\CRS_REPORTS

              showUserNameOnReport

              Specifies whether the username of the user, who is logged in when a report is generated, appears on the report.

              Valid values:

              • 0—Name does not appear
              • 1—Name appears

              Default value: 1

              logLevel

              Level of detail in which the system records events in the Historical Reports Client log file.

              Valid values:

              • 1—Record errors only
              • 2—Record errors and warnings
              • 3—Record errors, warnings, and debugging messages

              Default value: 1

              NumOfLogFiles

              Number of Historical Reports Client log files that the system maintains. The system creates a new Historical Reports Client log file whenever the current Historical Reports Client log file reaches the size specified by MaxSizeOfLogFiles. (See the next parameter.)

              Valid values: Integers 1 or greater

              Default value: 10

              MaxSizeOfLogFiles

              Specifies that the system should create a new Historical Reports Client log file when the current log file reaches this size in KB.

              Valid values: Integers 1 or greater

              Default value: 1000

              Note   

              1000 KB is the recommended value for this parameter. A log file that is much larger than 1000 KB is difficult to read, and several large log files take up significant disk space.

              TIMEZONE

              Specifies the time zone that will be displayed in the Unified CCX Historical reports. This value can be preset before you login to Unified CCX Historical Reports client.

              You can also change this value from the Historical Reports client user interface.

              Valid values : 0 and 1

              Value 0 - Historical report display the time zone of the client’s machine.

              Value 1 - Historical Report display the UTC - GMT time zone.

              Default value: 0

              database (under [SCH])

              Database file in the Cisco Unified CCX Historical Reports/Scheduler directory in which scheduling information is stored. If you change this parameter, you must also change the database parameter in the sch.ini configuration file to the same value.

              Valid value: HistoricalReportsScheduler.mdb

              DRIVER (under [CRS_DATABASE])

              Display only. Name of the database driver.

              SERVER (under [CRS_DATABASE])

              Display only. IP address or host name of the server from which the Cisco Unified CCX Historical Reports client obtains historical data.

              DATABASE (under [CRS_DATABASE])

              Display only. Name of the main Cisco Unified CCX database on the server from which the Cisco Unified CCX Historical Reports client obtains historical data.

              UID (under [CRS_DATABASE])

              Display only. User identification used to log in to the Cisco Unified CCX database on the server from which the Cisco Unified CCX Historical Reports client obtains historical data.

              NETWORK (under [CRS_DATABASE])

              Display only. Network library used by the Cisco Unified CCX Historical Reports client when connecting to the Cisco Unified CCX database.

              Related Information

              sch.ini configuration file

              The sch.ini file contains general instructions for the Scheduler, including the location of the Scheduler database, the level of detail in which to record log file information, and handling missed schedules. The following table shows the parameters in this file.

              Parameter

              Explanation

              database

              Database file in the Cisco Unified CCX Historical Reports/Scheduler directory in which scheduling information is stored. If you change this parameter, you must also change the database parameter in the hrcConfig.ini configuration file to the same value.

              Valid value: HistoricalReportsScheduler.mdb

              NumOfMissedScheduleRuns

              If a scheduled report or iseveral consecutive occurrences of a report are missed because the Scheduler is not running, this parameter specifies how many missed reports are generated if you execute missed schedules.

              Valid values: Zero or greater

              Default value: 1

              Missed_daily

              For reports that are scheduled to run daily, this parameter specifies whether the reports should be generated if they are missed and you choose to execute missed schedules.

              Valid values:

              • 1—Generate the report
              • 0—Do not generate the report

              Default value: 1

              Missed_weekly

              For reports that are scheduled to run weekly, this parameter specifies whether the reports should be generated if they are missed and you choose to execute missed schedules.

              Valid values:

              • 1—Generate the report
              • 0—Do not generate the report

              Default value: 1

              Missed_monthly

              For reports that are scheduled to run monthly, this parameter specifies whether the reports should be generated if they are missed and you choose to execute missed schedules.

              Valid values:

              • 1 —Generate the report
              • 0—Do not generate the report

              Default value: 1

              Missed_once

              For reports that are scheduled to run once, this parameter specifies whether the reports should be generated if they are missed and you choose to execute missed schedules.

              Valid values:

              • 1—Generate the report
              • 0—Do not generate the report

              Default value: 1

              logLevel

              Level of detail in which the system records events in the Scheduler log files.

              Valid values:

              • 1—Record Scheduler errors only
              • 2—Record Scheduler errors and Scheduler warnings
              • 3—Record Scheduler errors, Scheduler warnings, and schedule information
              • 4—Record Scheduler errors, Scheduler warnings, and detailed schedule information

              Default value: 3

              Related Information

              Client language changes

              Use the Windows Regional Options settings to select a language that is listed for the Historical Reporting client in the Software and Hardware Compatibility Guide for Cisco Unified CCX and Cisco Unified IP IVR. If you set a language that is not supported by your Cisco Unified CCX system, the client system sets English as the default language.

              The Cisco Unified CCX Historical Reports client displays the following information in the language you select:

              • Information displayed in windows and dialog boxes, including field names and button names
              • Menu names and menu options
              • Field names, headings, and other static items in reports

              The client language does not affect the language of the data in reports.


              Caution

              Setting the language may affect the display language of other applications that are running on the client computer.