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

Table of Contents

Generating Historical Reports

Generating Historical Reports

When you generate a report with the Cisco Customer Response Applications (CRA) Historical Reports client, you perform the following general steps:

1. Choose general report settings, including the name of the report, whether to include charts, and the date and time range for which you want information.

2. Choose detailed report settings, if you want, including a sort method and a filter parameter.

3. Use the Report Viewer to view, print, or save (export) the report.

The following sections explain these steps in detail, and include these topics:

General Report Settings

General report settings include:

  • Name of the report to generate

  • Whether to include charts with the report

  • Date and time range of the information contained in the report

You can return report settings to their default values at any time by clicking Reset in the CRA Historical Reports main window. This action resets both general report settings and detailed report settings.

If a Report Settings file is loaded, clicking Reset returns both general report settings and detailed report settings to the values specified in that file.

You choose general report settings in the General Report Settings area, shown in the Historical Reports Main window in Figure 1-1.

Related Topics

Choosing the Report to Generate

To choose the report that you want to generate, follow these steps:

Procedure

Step 1   In the Reporting Task area of the Cisco CRA Historical Reports main window, click the Generate and View Historical Reports radio button.

The window displays tabs for general and detailed report settings.

Step 2   Click the General tab, if it is not selected already.

The General Report Settings area appears.

Step 3   Click the Report Type drop-down arrow to view a list of available reports, and choose the report that you want to generate.

If you have already generated this report in this Cisco CRA Historical Reports session, any information that you previously entered in the general or detailed fields for this report appears in these fields again.

Now you can choose additional general report settings and choose detailed report settings. You also must specify a date and time range for the report before you can view it.


Related Topics

Including Charts with a Report

By default, each historical report contains one or more charts that display specific information in the report. You can choose whether to include or omit charts.

If you want to include charts with the report that you have chosen as explained in the "Choosing the Report to Generate" section, check the Include Charts in Report check box in the General Report Settings area. If you do not want to include charts, uncheck this check box.

After choosing this setting, you must choose a date and time range for the report before you can view it. You also can choose detailed report settings.

Related Topics

Choosing the Date and Time Range for a Report

You must choose the date and time range for the data in the report that you have chosen as explained in the "Choosing the Report to Generate" section. In the Date and Time fields next to Report Start Date and Report End Date in the General Report Settings area, enter the beginning and ending dates and times of the time range for which you want to generate information.

You can now choose additional general report settings, choose detailed report settings, or click View to view the report.

Related Topics

Detailed Report Settings

Detailed report settings allow you to cause reports to present information in a particular order and to include only specific information. Detailed report settings include:

  • Sorting method—Order in which information in a report appears

  • Filter parameter—Specific information that a report includes

You choose detailed report settings in the Detailed Report Settings area of the Cisco CRA Historical Reports main window, shown in Figure 4-1.


Figure 4-1: Detailed Report Settings Area


Choosing detailed report settings is optional. If you do not choose one or more settings, the report will contain all relevant information presented in the default order. This default order appears in the Sort Report By field.

You can return report settings to their default values at any time by clicking Reset in the CRA Historical Reports main window. This action resets both detailed report settings and general report settings.

If a Report Settings file is loaded, clicking Reset returns both detailed report settings and general report settings to the values specified in that file.

Related Topics

Specifying a Sorting Method

You can specify a sorting method to display the information in reports in a particular order. For detailed information about the sorting methods available for a particular report, see the description of that report in the "Report Details" section.

To specify a sorting method for the report that you have chosen as explained in the "Choosing the Report to Generate" section, follow these steps:

Procedure

Step 1   In the Reporting Task area of the Cisco CRA Historical Reports main window, click the Generate and View Historical Reports radio button.

The window displays tabs for general and detailed report settings.

Step 2   Click the Detailed tab.

The Detailed Report Settings area appears.

Step 3   Click the Sort Report By drop-down arrow to view a list of available sort methods, and then choose the sort method that you want to use.

After specifying a sorting method, you can choose additional detailed report settings, or click View to view the report.


Related Topics

Specifying a Filter Parameter

A filter parameter lets you limit the information that a report includes by selecting only the information that you want. For example, if you are generating an Agent Summary Report, you can use a filter parameter to include information for specific agents only.

For detailed information about the filter parameters available for a particular report, see the description of the report in the "Report Details" section.

If no filter parameter is available for the report that you are generating, the Parameter Setting area displays No Parameter Detailed Settings Available.

To specify a filter parameter for the report that you have chosen as explained in the "Choosing the Report to Generate" section, follow these steps:

Procedure

Step 1   In the Reporting Task area of the Cisco CRA Historical Reports main window, click the Generate and View Historical Reports radio button.

The window displays tabs for general and detailed report settings.

Step 2   Click the Detailed tab.

The Detailed Report Settings area appears.

Step 3   Click the Filter Parameter drop-down arrow to view a list of available filter parameters, and then choose the filter parameter that you want to use.

Depending on the filter parameter you choose, the Available pane of the Parameter Setting area displays either a list of available parameter settings or the Enter Parameter Value field. If you have previously chosen parameter settings for this report and this parameter during this session, the settings you chose before appear in the Selected pane.

Step 4   If a list of available parameter settings appears, choose the parameter setting or settings that you want to use as follows:

  • To choose specific settings that appear in the Available pane, click the settings and then click >. The settings move to the Selected pane. To select all of the settings, click >> without choosing any settings.
  • To unselect specific settings that appears in the Selected pane, choose that setting, and then click <. To unselect all settings, click << without choosing any settings.

If the Enter Parameter Value field appears, enter the value that you want to use as n in the filter parameter.

Step 5   If operators are available for the parameter setting that you have selected, click the Selected Values Operation drop-down arrow, and then choose the operator that you want.

Operators are AND and OR. If you choose AND, the report will show information that includes all of the filter parameters shown in the Selected field. If you choose OR, the report will show information that includes any of the filter parameters shown in the Selected field.

If operators are not available for the parameter setting that you have selected, the Selected Values Operation drop-down arrow appears dimmed.

After specifying a filter parameters and its settings, you can choose additional detailed report settings, or click View to view the report.


Related Topics

Saving and Loading Report Settings

If you often generate particular reports, you may find that it is convenient to save the general and detailed report settings that you choose for these reports. You can recall these settings and make adjustments to them each time that you generate the report. You can also recall these settings and use them as a basis for a scheduled report.

You save report settings in a file called a Report Settings file. When you load a Report Settings file, the report settings saved in that file appear in the CRA Historical Reports main window.

Related Topics

Saving Report Settings

By default, the Cisco CRA Historical Reports client saves Report Settings files on your computer in the Cisco CRA Historical Reports\Reports directory, which is under the directory in which you installed the Cisco CRA Historical Reports system. (By default, the system installs in the Program Files directory.) The client gives a Report Settings file the name report.chc, where report is the name of the report for which you are saving settings. You can change the default directory and the base file name for a Report Settings file. The file name must have the extension .chc.

To save report settings in a new Report Settings file, follow these steps:

Procedure

Step 1   In the CRA Historical Reports main window, choose the general report settings and detailed report settings that you want to save.

Step 2   Choose File > Save, or choose File > Save As, or click the Save tool.

The Save As dialog box appears.

Step 3   If you want, make changes in the Save As dialog box as follows:

  • To save Report Settings files in a directory other than the default directory, use the Save In drop-down arrow, the Folder Name pane, or the Save In tools to specify the directory.
  • To change the file name that appears in the File Name field, enter the file name that you want. To choose a file that already exists, you can use the File Name drop-down arrow to display a list of file names, and then choose the file name that you want. A message appears asking if you want to replace the existing file. Click Yes to continue.

  • Note   A report settings file name must have the extension .chc. The system adds this extension to the name in the File Name field automatically.

Step 4   Click Save.

The Cisco CRA Historical Reports client saves the Reports Settings file. You can load this file whenever you need it.


Related Topics

Loading Report Settings

When you load report settings, you specify the name of the Report Settings file in which the settings that you want are saved. When the report loads, these settings appear in the various fields in the CRA Historical Reports main window.

To load report settings from the Cisco CRA Historical Reports client main window, perform the following steps. If the client software is stopped, you can start the client software and load a Report Settings file in one step by choosing the Report Settings file in the directory in which it is stored.


Note   You cannot load a report settings file that contains settings for a report for which you do not have access. You also cannot load a report settings file if the file was created when the client language was different than the current language.

Procedure

Step 1   In the Reporting Task area of the CRA Historical Reports main window, click Load Existing Report Setting.

You may also click the Open tool or choose File > Open.

The Open dialog box appears, showing the File List pane.

Step 2   If the Report Settings file that you want appears in the File List pane, double-click the name of the file, or click the name of the file and then click Open.

If the Report Settings file does not appear, use the Look In drop-down arrow, the Folder Name pane, or the Save In tools to specify the directory. Then double-click the name of the file, or click the name of the file and then click Open.

The Cisco CRA Historical Reports main window appears. The General and Detailed report settings fields contain settings from the Report Settings file.


Related Topic

Changing and Saving Report Settings

You can load a Report Settings file, make changes to any or all of the settings, and save the changes in the original Report Settings file or in a new file.

To change report settings, follow these steps:

Procedure

Step 1   Load a Report Settings file as described in the "Loading Report Settings" section.

Step 2   Make changes to the report settings as needed.

Step 3   If you want to save the changes in the Report Settings file that is currently loaded, choose File > Save.

If you want to save the changes in a new Report Settings file, choose File > Save As. Enter the new file name in the Save As dialog box, and then click Save.



Note   If you load and make changes to a Report Settings file without saving the file, and you then try to choose a new report type or exit Cisco CRA Historical Reports, the computer displays a dialog box asking if you first want to save the changes that you made to the Report Settings file. Click Yes to save the changes in the original Report Settings file or click No to continue without saving the changes.

The Report Viewer

The Report Viewer window appears automatically when you click View in the CRA Historical Reports main window to generate a report. The Report Viewer window contains the report you have generated. It also contains a toolbar, shown in Figure 4-2, which provides tools for moving through the report, printing the report, exporting the report, finding text in the report, and viewing information about groups.


Figure 4-2: Report Viewer Toolbar

Item Reference
1

Close Current View tool

Displaying Group Information Using the Group Tree

2

Print Report tool

Printing Reports

3

Export Report tool

Exporting Reports

4

Toggle Group Tree tool

Displaying Group Information Using the Group Tree

5

Display Size field

Changing the Display Size

6

Go to First Page tool

Moving Through the Report

7

Go to Previous Page tool

Moving Through the Report

8

Page Number field

Moving Through the Report

9

Page count display

Moving Through the Report

10

Go to Next Page tool

Moving Through the Report

11

Go to Last Page tool

Moving Through the Report

12

Stop Loading tool

Moving Through the Report

13

Search Text tool

Finding and Moving to Specific Text

14

Help tool

Getting Online Help




Related Topics

Viewing Reports

To view a report, follow these steps:

Procedure

Step 1   In the CRA Historical Reports main window, choose the report settings that you want.

Step 2   Click View.

The report generates and appears in the Report Viewer window.

Some reports can take a few minutes to generate and another few minutes to load into the Report Viewer window. To cancel a report while it is generating, click Cancel in the CRA Historical Reports main window or click the Stop Loading tool in the Report Viewer window.


When a report appears in the Report Viewer window, you can:

  • Change the size of the display

  • Move to different parts of the report

  • Find specific text in the report

  • Display information about particular groups

To exit the Report Viewer window, click the Close button on the title bar.

Related Topics

Changing the Display Size

To change the size of the report display, click the Display Size drop-down arrow and choose the value that you want.

You can also select the value that appears in this field, enter a value between 25% and 400%, and press the Enter key.

Moving Through the Report

To make the most efficient use of system resources, the Cisco CRA Historical Reports client loads pages on demand as you move through the report. The Page Number field in the Report Viewer window shows the number of the currently displayed page. To its right, the Page Count field shows how many pages the report contains.

The Page Count field does not show the total number of pages until all pages of a report have been loaded. Instead, it shows the number of the currently displayed page followed by a plus sign (+) to indicate that the report contains additional pages.

You can move through a report one page at a time or jump to any specific page. Table 4-1 shows how to move through a report:


Table 4-1: Moving through a Report
To Make This Move When Viewing a Report Perform This Action in the Report Viewer Window

Move forward one page

Click the Go To Next Page tool.

Move backward one page

Click the Go To Previous Page tool.

Move to the last page

Click the Go To Last Page tool.

Move to the first page

Click the Go To First Page tool.

Move to a specific page

Select the number that appears in the Page Number field, enter the page number that you want, and then press the Enter key.




Note   Moving directly to the first page or last page in a long report can take a few minutes. To stop these move actions, click the Stop Loading tool in the Report Viewer window.

Related Topic

Finding and Moving to Specific Text

To find and move to specific text in a report that appears in the Report Viewer window, follow these steps:

Procedure

Step 1   On the Report Viewer toolbar, click the Search Text tool.

The Search dialog box appears.

Step 2   In the Find What field, enter the text that you want to find, and then click Find Next.

The display moves to the next occurrence of the text that you entered.

You can continue to click Find Next to display subsequent occurrences of the same text.

Step 3   Click Cancel to close the Search dialog box.


Displaying Information About Groups

Most historical reports have a specific set of information that has been designated as a group. For example, a group may contain the names of agents, or a group may contain dates. A report displays information arranged by its group.

Table 4-2 shows the name of the group for each report.


Table 4-2: Historical Reports Group Names
Report Name Group

Abandoned Call Detail Activity Report

Call Start Time

Agent Detail Report

Agent Name

Agent Login Logout Activity Report

Agent Name

Agent State Summary Report (by Agent)

Agent Name

Agent State Summary Report (by Interval)

Interval Start Time

Agent Summary Report

Agent Name

Call Custom Variables Report

Called Number Summary Activity Report

Called Number

Contact Service Queue Activity Report

Contact Service Queue Name

Contact Service Queue Activity Report (by CSQ)

Contact Service Queue Name

Contact Service Queue Activity Report (by Interval)

Interval Start Time

Contact Service Queue Service Level Report

Detailed Call by Call CCDR1 Report

IVR2 Application Performance Analysis Report

Application ID

IVR Traffic Analysis Report

Date

Priority Summary Activity Report

Call Priority

Skill Routing Activity Report

Skill Group

1CCDR = Contact Call Detail Record
2IVR = Interactive Voice Response


When you view a report, you can display information for any particular item in its group. For example, in the Agent Detail Report, you can display information for any single agent.

You display group information using the Group Tree. For many reports, you can also display group information directly from the charts that appear with the reports.

Related Topics

Displaying Group Information Using the Group Tree

A Group Tree is a list of all group names available for a particular report. Most reports have a Group Tree.

To display the group tree for a report, follow these steps:

Procedure:

Step 1   Click the Toggle Group Tree tool on the Report Viewer toolbar.

The Preview pane appears, displaying a list of groups.

Step 2   To display information for a group in the Preview pane, click the name of the group.

The group information appears in a new pane called a Group Information pane. This pane has a tab that shows the name of the group.

If several Group Pane tabs appear, you can display the information that you want by clicking its tab.

To display the Group Tree when you are viewing information in a Group Information Pane, click the Preview tab.

Step 3   To close the Preview pane any time it is displayed, click the Toggle Group Tree tool.

To close a Group Information pane when it is displayed, click the Close Current View tool.


Displaying Group Information from a Report Chart

In many reports, moving the mouse pointer over information displayed in the charts generated with the reports causes the pointer to change to a magnifying glass. The magnifying glass indicates that you can display group information from that chart.

To display group information from a chart, follow these steps:

Procedure:

Step 1   Make sure that the mouse pointer has changed to a magnifying glass, and then double-click the group name or its associated data.

The Group Information pane appears, displaying information for the group.

Step 2   To return to the chart, click the Preview tab.

Step 3   To close a Group Information pane when it is displayed, click the Close Current View tool.


Printing Reports

You can print a report while viewing any part of the report. If you are viewing information in a Group Information Pane, only that information prints. The report prints on the default printer that has been designated for your computer.

To print a report, follow these steps:

Procedure

Step 1   In the CRA Historical Reports main window, choose the report settings that you want, and then click View.

The report appears in the Report Viewer window.

Step 2   Click the Print tool.

The Print dialog box appears.

Step 3   In the Print dialog box, choose the settings that you want.

Step 4   Click OK.

The Printing Records dialog box appears while the file is being printed and shows the progress of printing.


Exporting Reports

Exporting a report means saving the report in a file. You can specify the name and location of the file and the format in which the report is saved. After a report is exported to a file, you can view, print, and manipulate the data in the file with another program.

When you export a report, you can save it in any of the formats shown in Table 4-3.


Table 4-3: Formats for Exported Historical Reports
Format Extension that the System Adds to the File Name Description

Acrobat Format (PDF)

.pdf

Portable Document Format file that can be read with Adobe Acrobat Reader

Comma-separated values (CSV)

.csv

Comma-separated text file

Excel (XLS)

.xls

Microsoft Excel file

Rich Text (Exact) Format

.rtf

RTF file that can be opened with Microsoft Word

XML

.xml

Extensible Markup Language file



To export a report, follow these steps:

Procedure

Step 1   In the CRA Historical Reports main window, choose the report settings that you want, and then click View.

The report appears in the Report Viewer window.

Step 2   Click the Export Report tool.

The Export dialog box appears.

Step 3   Click the Format drop-down arrow, and then choose the format in which you want to save the report.

A series of dialog boxes appear. The specific dialog boxes depend on the format that you chose.

Step 4   Set the desired exporting options and specify the name and location for the export file by enter information in the dialog boxes that appear.

When you are finished, the system exports the report and displays the Exporting Records dialog box, which shows the progress of the export operation.

To cancel the export operation at any time, click Cancel Exporting.