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Cisco Unified Contact Center Express

Frequently Asked Questions (August 30th, 2007)

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Table Of Contents

Frequently Asked Questions

Abandoned Call Detail Activity Report

Agent Detail Report

Agent Login Logout Activity Report

Agent Summary Report

Call Custom Variables Report

Common Skill Contact Service Queue Activity Report

Contact Service Queue Activity Report

Contact Service Queue Activity Report (by CSQ)

Contact Service Queue Service Level Report

Detailed Call by Call CCDR Report

IVR Application Performance Analysis Report

IVR Traffic Analysis Report

Skill Routing Activity Report

Data Reconciliation Among Reports

Availability of Reporting Data

General


Frequently Asked Questions


This chapter contains frequently asked questions (FAQs) and answers to those questions.

The questions and answers throughout this chapter use the following abbreviations for database records:

ACDR—AgentConnectionDetail record in the AgentConnectionDetail table

ASDR—AgentStateDetail record in the AgentStateDetail table

CCDR—ContactCallDetail record in the ContactCallDetail table

CRDR—ContactRoutingDetail record in the ContactRoutingDetail table

The FAQs in this chapter are arranged in the following sections:

Abandoned Call Detail Activity Report

Agent Detail Report

Agent Login Logout Activity Report

Agent Summary Report

Call Custom Variables Report

Common Skill Contact Service Queue Activity Report

Contact Service Queue Activity Report

Contact Service Queue Activity Report (by CSQ)

Contact Service Queue Service Level Report

Detailed Call by Call CCDR Report

IVR Application Performance Analysis Report

IVR Traffic Analysis Report

Skill Routing Activity Report

Data Reconciliation Among Reports

Availability of Reporting Data

General

Abandoned Call Detail Activity Report

Q. How can multiple abandoned call legs that belong to the same call be correlated?

A. Match the call start time on the Abandoned Call Detail Activity Report with the call start time in the Detailed Call by Call CCDR Report. Then, look at the session ID and session sequence number on the Detailed Call by Call CCDR Report. Different call legs that belong to the same call have the same session ID but different session sequence numbers.

Q. Why does the Initial Call Priority field or the Final Call Priority field show n/a for a call?

A. The call was abandoned before it was assigned a priority.

Q. What does it mean with an Agent Name field is blank?

A. The call was abandoned before it was routed to an agent.

Q. What does it mean with an Agent Name field contains a value?

A. The call was routed to an agent, the agent did not answer, and the caller hung up.

Agent Detail Report

Q. Why are the Hold Time and the Work Time fields blank for a call?

A. The call was not an ICD call. (Non-ICD calls include agent-to-agent calls and external calls made by an agent.) The CRA database does not record hold time and work time for non-ICD calls.

Q. Why does the value in the Duration field not equal talk time + hold time + work time?

A. The value in the duration field is calculated as follows:

call end time - call start time

The call start time is when the call rings into the system, not when it is queued or routed to an agent, or when an agent answers the call. The call end time is when the agent or the caller terminates the call. Therefore, the call duration is equal to queue time + ring time + talk time + hold time.

Q. How can non-ICD calls be identified?

A. The Hold Time and the Work Time fields are blank in the Agent Detail Report.

Agent Login Logout Activity Report

Q. Why does a less-than sign (<) precede the value in the Login Time field or a greater-than sign (>) precede the value in the Logout Time field?

A. A less-than sign (<) indicates that the agent logged in before the report start time. A greater-than sign (>) indicates that the agent logged out after the report end time.

For example, assume that the report start time was 8 a.m. (0800) and the report end time was 6:00 p.m. (1800). If the agent logged in at 7:45 a.m. (0745), the Login Time field will show < 8am (or < 0800). If the agent logged out at 6:30 p.m. (1830), the Logout Time field will show > 6pm (or > 1800).

Agent Summary Report

Q. How is the value in the Average Logged-In Time field calculated?

A. This value is calculated as the total logged-in time divided by the number of login sessions.

For example, assume that an agent logs in at 8:00 a.m. (0800), then logs out at 8:30 a.m. (0830), then logs in again at 9:15 a.m. (0915), and then logs out at 10:00 a.m. (1000). In this case, there are two login sessions. The first session lasts 30 minutes and the second session lasts 45 minutes. The average logged-in time is (30+45)/2 = 37.5 minutes.

Q. How is Handle Time calculated?

A. Handle time = Talk time + Hold time + Work time.

Q. How is the value in the Idle Time—Avg field calculated?

A. This value is calculated as the total idle time divided by the number of idle sessions.

For example, assume that an agent goes to Not Ready state at 10:00 a.m. (1000), then goes to Ready state at 10:15 a.m. (1015), then goes to Not Ready state at 11:00 a.m. (1100), and then goes to Ready state at 11:05 a.m (1105). In this case, there are two idle sessions. The first session lasts 15 minutes and the second session lasts 5 minutes. The average idle time is (15+5)/2 = 10 minutes.

Call Custom Variables Report

Q. What are the values in the Custom Variable 1 through the Custom Variable 5 fields?

A. These fields show the meanings of the custom variables that are specified in a workflow.

For example, a workflow may designate variable1 as the menu option that the caller chooses and designate variable2 as the account number that the caller enters. In this case Custom Variable 1 would show the option value (such as 2) that the caller entered, and Custom Variable 2 would show the account number that was entered.

Common Skill Contact Service Queue Activity Report

Q. This report is similar to other CSQ reports—why is it useful?

A. This report provides additional information for multiple CSQs that are configured with the same call skill but with different competence levels. An incoming call may be queued for the CSQ with the lowest competence level. If no agent is available for a certain period, the call will be queued for the next higher competence level. The summary line in the report displays the summarized statistics for the group of CSQs configured with common skills. A group of CSQs that is configured in this manner is called a logical contact service queue.

Contact Service Queue Activity Report

Q. How are average wait time (in the Wait Time—Avg field) and maximum wait time (in the Wait Time—Max field) calculated?

A. The average wait time for a CSQ is calculated as the sum of the queue times for all the calls presented divided by the number of calls presented. The maximum wait time for a CSQ is the longest queue time for a single call among the calls presented.

The queue time recorded in the CRDR for each CSQ is the total queue time, not the queue time for the specific CSQ. That is, queue time starts when the call is queued and ends when the call is handled. For example, assume that an incoming call is queued for CSQ1 for five minutes. Then it is queued for CSQ2 for another five minutes. Then it is handled by CSQ1. The queue time recorded for both CSQ1 and CSQ2 is 10 minutes.

Q. How are average calls abandoned (in the Calls Abandoned—Avg field) and maximum calls abandoned (in the Calls Abandoned—Max field) calculated?

A. Average calls abandoned for a CSQ is an average value per day. It is calculated as the total number of calls abandoned for the CSQ divided by the number of days in the report period. Maximum calls abandoned for a CSQ is calculated by determining the number of calls abandoned for each day in the report period and selecting the largest of these values.

Q. In the following scenario, is the call counted as abandoned or as handled: The system receives a call, queues it, and plays a prompt giving the caller the option to press 1 to leave a message. The caller presses 1 and leaves a message.

A. By default, the call is counted as abandoned instead of handled because it did not connect to an agent. However, if the workflow is designed to mark a call as handled after a caller leaves a message, the call will be counted as handled.

Q. If a workflow gives callers the option to transfer to a voice messaging system, is there a way to track the number of callers that make this transfer and leave a message?

A. You can design a workflow to store a caller's key input in one of the custom variables in the ContactCallDetail table. Then you can generate the Call Custom Variable Report and manually count the rows that contain the desired information. Or you can create a custom report to provide this information.

Q. Will calls presented always equal calls handled + calls abandoned?

A. No. Calls presented = calls handled + calls abandoned + calls dequeued. The calls dequeued fields in the Contact Service Queue Activity Report (by CSQ) and the Contact Service Queue Activity Report (by Interval) include dequeued calls.

Q. Can the Contact Service Queue Activity Report show hourly data? And can hourly reports be generated automatically for each hour of each day?

A. To show hourly data for each day, schedule daily reports for the CSQ Activity Report (by CSQ) or the CSQ Activity Report (by Interval). In the Detail tab, set the interval length to 60 minutes. This setting will provide one report each day, divided into 1-hour intervals.

Separate hourly reports are not available, but with the interval length set to 60 minutes, a daily report will display 24 intervals, one for each hour of the day.

Contact Service Queue Activity Report (by CSQ)

Q. Why does the same CSQ appear twice in this report (and on other CSQ reports)?

A. A CSQ has many attributes, including CSQ name, service level, resource selection criterion, and auto work. Some attributes, such as CSQ name and service level, are displayed in the report. Other attributes are not displayed in the report. However, changing any attribute of the CSQ causes a new line to show in the report. For example, if the service level is changed from 10 to 25, two lines of the same CSQ will show in the report. One line will show the old service level value and one line will show the new service level value. Similarly, if Auto Work is changed from 1 to 0, two lines of the same CSQ will also show in the report. Since the Auto Work setting does not appear in the report, the same CSQ will appear twice.

Q. How do the four Percentage of Service Level Met fields (Only Handled, Without Abandon, Positive Abandon, and Negative Abandon) differ?

A. A handled call is one that is answered by an agent or one that is marked as handled by a workflow. An abandoned call is one that disconnects before an agent answers. Handled and abandoned calls can be divided into these categories: handled within service level, handled after service level, abandoned within service level, and abandoned after service level.

The Percentage of Service Level Met—Only Handled field calculation considers handled calls only. It does not consider abandoned calls. This field shows the percentage of handled calls that were handled within the service level, and is calculated as follows:

(Number of calls handled within service level / Number of calls handled) * 100%

The remaining fields differ in how they account for abandoned calls: not counted, meeting service level, or not meeting service level.

The Percentage of Service Level Met—Without Abandon field calculation does not include information for calls that were abandoned within the service level. This field shows the percentage of presented calls (calls routed to a CSQ), not counting abandoned calls, that were handled within the service level. This value is always less than or equal to the value in the Percentage of Service Level Met—Only Handled field, and is calculated as follows:

(Number of calls handled within service level / (Number of calls presented - Number of calls abandoned within service level)) * 100%.

The Percentage of Service Level Met—Positive Abandon field calculation considers calls abandoned within the service level as meeting the service level. This field shows the percentage of presented calls that were handled or abandoned within the service level, and is calculated as follows:

((Number of calls handled within service level + Number of calls abandoned within service level) / Number of calls presented) * 100%

The Percentage of Service Level Met—Negative Abandon field calculation considers calls abandoned within the service level as not meeting the service level. This file shows the percentage of presented calls that were handled within the service level. This value is less than or equal to the The Percentage of Service Level Met—Positive Abandon field, and is calculated as follows:

(Number of calls handled within service level / Number of calls presented) * 100%

Q. How is an abandoned call counted if it was queued for multiple CSQs?

A. If a call is queued for multiple CSQs and is then abandoned, it is counted as abandoned from all the CSQs for which it is queued.

For example, assume that a call is queued for CSQ1 and CSQ2 and that the caller hangs up before being routed to an agent. In this case, an abandoned call is counted for CSQ1 and for CSQ2.

Q. How is a dequeued call counted if it was queued for multiple CSQs?

A. If a call is queued for multiple CSQs, and is handled by one of them, the call is counted as dequeued from each of the other CSQs.

For example, assume that an incoming call is queued for CSQ1, CSQ2, and CSQ3 and that it is handled by an agent from CSQ2. In this case, a dequeued call is counted for CSQ1 and for CSQ3.

Contact Service Queue Service Level Report

Q. What information do the last four columns show?

A. These columns show the numbers of calls that were handled within various units of a specific queue time interval. The default queue time interval is 15 seconds. Therefore, by default, these columns display the number of calls handled within 15 seconds of queue time, between 15 and 30 seconds of queue time, between 30 and 45 seconds of queue time, and after 45 seconds of queue time. You can change the default time interval using the Time Interval for Service Level Metric filter parameter.

Q. After the service level for a CSQ is changed, why does the CSQ appear in the report twice, once with the old service level and once with the new service level?

A. The CRA database maintains records of old and new service levels. When a new service level is configured, the old record is marked as inactive. The dateInactive field in the ContactServiceQueue table shows the date and time that the new service level was configured. If the value in the dateInactive field is in the report period, the report shows the active (new) and inactive (old) CSQs.

Detailed Call by Call CCDR Report

Q. What are a session ID and a session sequence number?

A. A session ID is a unique identification number that the system assigns to a call. This number remains the same for the entire call. The system also assigns a sequence number to each leg of a call. Sequence numbers start at 0 and increment by 1 each time the call is transferred or redirected.

Q. Can a call be marked as handled if it is never queued for a CSQ?

A. Yes. You can design a workflow to mark such a call as handled.

Q. Why are the Hold Time and the Work Time fields blank?

A. The call was not an ICD call. (Non-ICD calls include agent-to-agent calls and external calls made by an agent.) The CRA database does not record hold time and work time for non-ICD calls.

IVR Application Performance Analysis Report

Q. What does it mean when the Application ID field contains -1 and the Application Name field is empty?

A. The call was rejected. (One reason that a call may be rejected is that there are no available CTI ports.)

Q. Why is the value in the Total Incoming Calls field lower than the total number of calls on the Detailed Call by Call CCDR Report for the same report period?

A. The IVR Application Performance Analysis Report counts incoming calls only. The Detailed Call by Call CCDR Report counts incoming calls, outgoing calls (for example, outbound calls made by agents), and internal calls (for example, agent-to-agent consult calls).

Q. Why does the IVR Application Performance Analysis report show more abandoned calls that the Contact Service Queue Activity Report for the same report period?

A. The Contact Service Queue Activity Report includes only abandoned ICD calls. (This report counts an ICD call as abandoned if the caller hangs up while queued for a CSQ or CSQs). The IVR Application Performance Analysis Report includes abandoned ICD calls and abandoned IVR calls. (This report counts a call as abandoned if the call ends before it is answered by an agent or before it is marked as handled by a workflow.)

IVR Traffic Analysis Report

Q. Why is the value in the Total Incoming Calls field in this report different than the value in the Total Incoming Calls field in the IVR Application Performance Analysis Report?

A. An incoming call can have multiple call legs. The IVR Traffic Analysis report counts a call with multiple legs as a single call. However, each call leg may invoke a different application, so the IVR Application Performance Analysis Report counts each call leg as a call.

For example, assume that a call comes into an Auto Attendant and that the caller selects a menu option for Musician Demonstration. The call will have 2 call legs:

Session ID = 1, sequence number = 0, application = "auto attendant"

Session ID = 1, sequence number = 1, application = "musician demonstration"

This call is counted once for IVR Traffic Analysis Report. It is counted twice for IVR Application Report: once for the "auto attendant" application and once for the "musician demonstration" application.

Skill Routing Activity Report

Q. How does this report differ from the other CSQ reports?

A. The information in this report is a subset of the information in the Contact Service Queue Activity Report. A CSQ can be configured based on resource skill or on resource group. The Skill Routing Activity Report report shows only CSQs that are configured based on resource skill. The other CSQ reports shows CSQs that are configured based on either resource skill or resource group.

Data Reconciliation Among Reports

Q. Why does the Abandoned Call Detail Activity Report show more abandoned calls than the CSQ reports?

A. The CSQ reports show calls that are abandoned after they are queued for a CSQ. The Abandoned Call Detail Activity Report shows those calls and calls that are abandoned before they are queued for a CSQ.

Q. Why does the Detailed Call by Call CCDR Report show more handled calls than the CSQ reports?

A. The CSQ reports show calls that are handled by agents after the calls are queued for a CSQ. The Detailed Call by Call CCDR Report shows those calls and calls that are marked as handled by a workflow script before they are queued for a CSQ.

Q. Why does the IVR Application Performance Analysis Report show more calls presented, handled, and abandoned than the CSQ Reports?

A. There are two reasons:

One incoming call can invoke multiple applications because each leg of the call can invoke a different application. The call is counted once for each application.

Calls that are hung up before being queued for any CSQ may be marked as handled or abandoned (depending on the workflow and on when they hung up). Such calls do not have CRDRs or ACDRs and will not be counted on CSQ reports or Agent reports. (These calls will be counted in the IVR Application Performance Analysis Report because the calls entered an application.)

Q. Why does the Agent Summary Report show more calls handled than the CSQ reports?

A. Conference calls to agents will result in one CRDR having multiple ACDRs. The Agent Summary Report counts the number of ACDRs and the CSQ report count the number of CRDRs.

Q. How can conference calls be identified?

A. To identify conference calls, search for ACDRs with the same session ID and sequence number, with different agent IDs, and with talk time greater than 0.

Q. How can calls that were presented to an agent but were not answered be identified?

A. To identify such calls, search for ACDRs with talk time equal to zero.

Q. Why is the total number of calls in the Calls Handled field in the Contact Service Queue Service Level Report lower than the number in the Calls Handled Field in the Agent Summary Report?

A. The CSQ reports, including the Contact Service Queue Service Level Report, report, show activity at the CSQ level. The agent reports, including the Agent Summary Report, shows activity at the agent level.

For handled calls, the Agent Summary Report counts the ACDRs with non-zero talk times (to exclude unanswered calls), and the Contact Service Queue Service Level Report counts CRDRs with primaryCSQ not equal to -1.

The number of such ACDRs may be larger than the number of such CRDRs for any of the following reasons:

If you choose all agents for the Agent Summary Report but choose only one CSQ for the Contact Service Queue Service Level Report report, the Agent Summary Report will report more handled calls.

There may be conference calls that involve multiple agents. In these cases, one CRDR will have multiple associated ACDRs. An associated ACDR has the same sessionID and sessionSeqNum as the CRDR.

Agent to agent transfers will result in more ACDRs than CRDRs. If agent A picks up a call from CSQ1, one CRDR and one ACDR are created. When agent A transfers the call to agent B, another ACDR is created, but no CRDR is created.

Q. Why do the Agent Summary Report, Contact Service Queue Activity Report, and IVR Application Performance Analysis Report show different values for calls presented?

A. The IVR Application Performance Analysis Report shows the highest number of calls presented for the following reasons:

One incoming call can invoke multiple applications because each leg of the call can invoke a different application. The same call is counted once for each application.

Some calls were terminated before they were queued. Such calls do not have CRDRs (because they were not queued) and are not counted on the Contact Service Queue Activity Report. These calls also do not have ACDRs and are not counted on the Agent Summary Report.

The Agent Summary Report shows more calls presented than the Contact Service Queue Activity Report for either of the following reasons:

The same call was queued to a certain CSQ but presented to multiple agents within the CSQ (because an agent did not answer). Such calls are counted once for the Contact Service Queue Activity Report but counted once for each agent involved for the Agent Summary Report.

There were conference calls which involved multiple agents.

Q. Why is the number of abandoned calls in the Abandoned Call Detail Activity Report higher than the number of abandoned calls in the Contact Service Queue Activity Report?

A. Some calls shown in the Abandoned Call Detail Activity Report were abandoned before they were routed to a CSQ (these calls have a blank Call Routed CSQ field), so they are not counted for any CSQ. The Contact Service Queue Activity Report shows calls that were abandoned while they were queued for a CSQ.

Availability of Reporting Data

Q. Is there a report that shows calls per hour per CSQ? For example:

7:00 a.m. to 8:00 a.m., 25 calls

8:00 a.m. to 9:00 a.m., 35 calls

9:00 a.m. to 10:00 a.m., 34 calls

A. The Contact Service Queue Activity Report (by Interval) shows this information. To generate this report for one-hour intervals, set its Interval Length filter parameter to Sixty (60) minute intervals.

Q. Is there a way to determine telephone numbers of calling parties?

A. The Call ANI fields on the Abandoned Call Detail Activity Report and the Agent Detail Report show this information.

Q. How is this scenario reported: a call is in queue, then is routed to an available agent who does not answer the call, and then is redirected to another agent.

A. The Agent Detail Report will show two lines: one for the agent who did not answer the call (ring time is greater than 0; talk time, hold time, and work time are each zero), and one line for the agent who answered the call (talk time is greater than 0).

On the Agent Summary Report, the call appears as presented to the agent who did not answer the call, but not as handled by that agent. The call appears as presented to and handled by the agent who answered the call.

Q. Is there a way to determine the start time and the end time for a call with multiple legs?

A. The sessionID fields in the CRA database tables will contain the same value for a particular call. These fields let you identify all database records that relate to the call. The sessionSeqNum fields in the CRA database tables start at 0 and increment by 1 for each leg of a call. These fields let you identify the various legs of a call. (The way in which sessionID and sessionSeqNum values are written to the database depend on the call scenario. For more information and examples, see "Writing Database Records.")

The start time of a call is stored in the startDateTime field of the CCDR where sessionSeqNum is equal to 0 and where the sessionID value identifies the call. The end time of that call is stored in the endDateTime field of the CCDR with the highest sessionSeqNum and the same sessionID value.

Q. Is there a way to report on menu choices?

A. You can create a custom report to show menu choices. To do so use the Set Session Info step in a workflow to store in custom variables digits entered by callers. The contents of such custom variables are stored in the customVariable fields in the CCDR. Use the information in the CCDR customVariable fields when you create custom reports.

Here is an example of how you could prepare a report to show information for a menu with three choices (1, 2, and 3):

1. For a workflow, define a variable of type session and name it this_session.

2. Place a Get Contact Info step at the beginning of the workflow.

3. Set the Session attribute to be variable this_session.

4. Define a Menu step that has 3 branches and place a Set Session Info step in each branch.

5. In the General tab of the Set Session Info step, enter this_session for the session.

6. In the branch for caller-choice 1, place an attribute in the Context tab for the first Custom Call Variable, _ccdrVar1. Assign a value of 1 to this attribute.

7. In the branch for caller-choice 2, place an attribute in the Context tab for the first Custom Call Variable, _ccdrVar2. Assign a value of 2 to this attribute.

8. In the branch for caller-choice 3, place an attribute in the Context tab for the first Custom Call Variable, _ccdrVar3. Assign a value of 3 to this attribute.

9. Create a custom report that will show the values of the customVariable1, customVariable2, and customVariable3 fields in the CCDR.

If calls are to be transferred between workflows and multiple menu choices can be made for a single session, take care to preserve previously entered menu choices. For example, place a Get Session Info step at the beginning of the workflow. If the _ccdrVar1 variable is null, there were no previous entries. If it is not null, when you add a new choice, determine a format for associating a menu choice to a sequence number. In this way, you will be able to prepare accurate reports.

Q. If a CRA system does not include a license for Cisco CRA Historical Reports, is data still written to the CRA databases?

A. Yes.

Q. Is there reporting on agent service level agreements (SLAs), such as Cisco Agent Desktop queue time threshold (caution, warning) and agent talk time SLA (caution, warning)?

A. No, but the CRA databases store such data. You can create a custom report to show this information.

Q. Is there a report that provides information about calls that were transferred by agents to another CSQ?

A. The Detailed Call by Call CCDR Report provides information about transferred calls. (The session ID remains the same for a transferred call but the session sequence number increments by 1.) This report also shows the agent who handled each call. The report does not show the CSQ to which the agent transferred the call. However, this data is stored in the CRA databases and you can create a custom report to show this information.

Q. After a record contains data, is stored in memory, and is ready to be written to the CRA database, when is it written to the database?

A. Call records (CCDR, CRDR) are written after each call is completed. Agent state records (ASDR) are written after agents change state. Agent connection records (ACDR) are written when an agent leaves Work state or after the call completes (if the agent does not go to Work state).

Q. Are there summary tables for daily data, which contain the data of a specific day? Are these tables used to create weekly data tables? Are weekly data tables used to create monthly data tables?

A. The system stores detailed data. It does not summarize detailed tables to create daily, weekly, or monthly tables.

Q. Is there a monthly report that shows statistics for service levels?

A. The Contact Service Queue Service Level Report shows information about service levels provided to calls handled.

For example, assume that service levels are configured in Cisco CRA Administration so that 90% of all calls must be picked up within 180 seconds and all calls must be picked up within 360 seconds. To generate a monthly report showing statistics for these service levels, follow these steps:

1. In the Cisco CRA Historical Report client system, schedule the Contact Service Queue Service Level Report to run monthly.

2. In the Cisco CRA Historical Report client system, set the Time Interval (sec) for Service Level Metric filter parameter for this report to 180.

The last four columns of the report show the number and the percentage of calls that were handled within various periods based on 180-second intervals.

Q. Can I create custom historical reports?

A. Yes. You will need Crystal Reports 8.5 (Professional or Developer Edition). (Crystal Reports is not included with Cisco CRA.) For more information about creating custom reports, refer to Cisco Customer Response Applications Database Schema and Creating Custom Reports for Cisco Customer Response Applications at this URL:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_
programming_reference_guides_list.html


Note Although you may be able to create custom reports by using other third-party reporting tools, Cisco recommends that you use Crystal Reports 8.5 (Professional or Developer Edition).


General

Q. How is the number of days calculated in historical reports?

A. The number of days is calculated by a SQL function that counts the number of calendar days in an integral number of days. Fractions of a day are counted as an entire day. For example, 10 a.m. (1000) on 5/15 to 10 a.m. (1000) on 5/16 is counted as two days. 12:00:00 a.m. (0000) on 5/15 to 11:59:59 p.m. (1159:59) on 5/15 is counted as one day. 12:00:00 a.m. (0000) on 5/15 to 12:00:00 a.m. (0000) on 5/16 is counted as two days.

Q. How can a report on reason codes be generated?

A. Reason Codes, when configured, are entered by agents when they explicitly transition to Logout state or to Not Ready state. In these cases, reason codes are stored in the ASDR. You can create a custom report to show information about reason codes.

Reason codes are not stored in the cases shown in the following table. In these cases, the reasonCode field in the ASDR will contain a value of -1.

Agent State in ASDR
Case

Logout

Agent closes the Cisco Agent Desktop without logging out

Logout

IP Phone Agent server or Cisco Agent Desktop crashes

Logout

Agent logs out when logged in to another computer or phone

Not Ready

Normal agent login

Not Ready

Agent receives a non-ICD call

Not Ready

Agent goes offhook to place a call

Not Ready

Agent fails to answer an ICD call within the specified timeout period

Not Ready or Logout

Agent's phone goes down

Not Ready or Logout

Supervisor changes the agent's state from the Cisco Supervisor Desktop


Q. What is the database used for Cisco CRA?

A. In a standalone system (where Cisco CRA and Cisco CallManager are installed on separate servers), the database is MSDE 1.0 (desktop version of SQL Server 7.0). In a co-resident system (where Cisco CRA and Cisco CallManager are installed on the same server), Cisco CRA uses the same database as Cisco CallManager, which is SQL Server 2000.