Cisco Customer Response Applications Historical Reports User Guide (3.0)
Overview

Table of Contents

Overview

Overview

The Cisco CRA Historical Reports system is designed to provide you with information about the call activities of your Cisco Customer Response Applications (CRA) system. With Cisco CRA Historical Reports, you can

  • Easily 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 PDF (Portable Document Format), Microsoft Excel, RTF (Rich Text Format), XML (Extensible Markup Language), and CSV (comma-separated values)

  • Prepare custom reports using a variety of generally available third-party applications that are designed to create reports from databases

The following sections include these topics:

System Databases

As the Cisco CRA system runs, it stores call activity data in databases on the Cisco CRA server. You use the Cisco Historical Reports client to create historical reports based on this data.

For more information about the Cisco CRA system databases, refer to the Cisco Customer Response Applications Administrator Guide.

The Cisco CRA Historical Reports Client Interface

You perform most Cisco CRA Historical Reports client activities from an easy-to-use set of menus on the client computer. Figure 1-1 shows the Cisco CRA Historical Reports main window.


Figure 1-1: Cisco CRA Historical Reports Main Window

Item Reference
1

Open tool

Saving Report Settings

2

Save tool

Saving Report Settings

3

Login tool

Changing Login and Server Information from the Client Main Window

4

Scheduler tool

Viewing and Deleting Schedules

5

Help tool

Getting Online Help

6

Help button

Getting 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

Choosing the Date and Time Range for a Report

10

Check box for including charts with a report

Including Charts with a Report

Including Charts with a Scheduled Report

11

Report name

Choosing the Report to Generate

Choosing the Report to Schedule

12

Tabs for general and detailed report settings

General Report Settings

Detailed Report Settings

General Settings for Scheduled Reports

Detailed Settings for Scheduled Reports

13

Reporting tasks

General Report Settings

Loading Report Settings

Choosing the Report to Schedule

1 This button changes depending on the reporting task selected



Starting the Cisco CRA Historical Reports Client

When you start the Cisco CRA Historical Reports client, the client logs in to the Cisco CRA server, giving you access to the historical data on the server. To start the Cisco CRA Historical Reports client, perform the following steps.


Note   If you try to start the Cisco CRA Historical Reports client but you have not been given access to historical reports, the system will display the User Privileges Missing dialog box. In this case, your system administrator can click Yes and set up access. If you click No, you will not have access to any reports. Your system administrator can give you access later. See the "Giving Users Access to Cisco CRA Historical Reports" section for more information.

Procedure

Step 1   Double-click the Cisco Historical Reports icon on your Windows desktop. Or, choose Start > Programs > Cisco CRA Historical Reports > Cisco CRA Historical Reports.

The Login dialog box appears.

Step 2   Enter your user name and your 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 Cisco CRA 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 Cisco CRA Historical Reports main window.


Related Topics

Changing Login and Server Information from the Client Main Window

From the Cisco CRA Historical Reports main window, you can change current login information or change the server that you are logged in to.

To log in as a different user or to change the server to which the Cisco CRA Historical Reports client is connected, follow these steps:

Procedure

Step 1   Click the Login tool in the Cisco CRA Historical Reports main window. Or, choose Settings > Login.

The Login dialog box appears.

Step 2   If you want to log in under a different name, enter the user name and password. If you want 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.


Exiting the Cisco CRA Historical Reports Client

To exit the Cisco CRA Historical Reports client, choose File > Exit from the Cisco CRA Historical Reports main window.

Getting Online Help

The Cisco CRA Historical Reports client provides help throughout the system. Depending on the window that is showing, you can get help by performing one of the following actions:

  • 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