Table of Contents

Index

A

Abandoned Call Detail Activity Report   3-2, 3-5

access

to Cisco CRA Historical Reports client   1-5

to reports   2-6

Agent Detail Report   3-2, 3-6

Agent Login Logout Activity Report   3-2, 3-9

Agent State Interval Report (by Agent)   3-2, 3-10

Agent State Interval Report (by Time)   3-2, 3-12

Agent Summary Report   3-3, 3-15

Application Logs   6-5

Available pane   4-7

C

Call Custom Variables Report   3-3

Called Number Summary Activity Report   3-3, 3-18, 3-20

Cancel button   4-14

Change button   5-11

chart   4-3, 6-9

Cisco CRA application package   2-6

Cisco CRA Historical Reports client

exiting   1-6

installing   2-1

language   2-16

main window   1-3

starting   1-5

CiscoSch.log   6-2, 6-3, 6-11

CiscoSchPrintExport.log   6-2, 6-3

Close Current View tool   4-18, 4-19

comma-separated text file (CSV)   5-8

configuration file

editing   2-9

hrcConfig.ini   2-9, 2-10

SCH.ini   2-9, 2-13

Contact Service Queue Activity Report   3-3, 3-21

Contact Service Queue Interval Report (by CSQ)   3-3, 3-23

Contact Service Queue Interval Report (by Time)   3-3, 3-27

Contact Service Queue Service Level Report   3-3, 3-30

D

Database log file   6-6

Detailed Call by Call CCDR Report   3-4, 3-33

Detailed Report Settings window   4-4, 4-6, 4-7

Detailed tab   4-6, 4-7, 5-10

E

Enter Parameter Value field   4-7

export formats   4-20

exporting   4-20, 5-8

Export Location button   5-9

Export Report tool   4-21

F

File Name drop-down list   4-9

filter parameter   4-4, 4-6, 4-7

formats   5-8

G

General tab   4-2, 5-6, 5-11

Generate and View Historical Reports   4-2, 4-6, 4-7, 5-10

generating a report   4-2

group   4-17

Group Information pane   4-18, 4-19

Group Tree   4-18

H

Help tool   1-7

historical report

See report

Historical Reports Client log file   2-11, 6-3

hrcConfig.ini   2-9, 2-10, 6-5

I

Include Charts in Report   4-3, 5-7

installing Cisco CRA Historical Report client   2-1, 2-2

IVR Application Performance Analysis Report   3-4, 3-35

IVR Traffic Analysis Report   3-4, 3-37

J

jvm.stdout   6-6, 6-8

L

language   2-16

Load Existing Report Setting   4-10

log file

Cisco CRA server   6-2

database   6-6

Historical Reports Client   6-3

interpreting   6-5

jvm.stdout   6-6, 6-8

on client   6-2

opening   6-4

Scheduler   6-4

log in

changing information   1-6

record of attempts   6-8

to Cisco CRA Historical Reports client   1-5

to different server   1-5

Login dialog box   1-5, 1-6

M

main window   1-3

Microsoft Excel   4-20, 5-8

missed schedule   5-17

O

online help   1-7

Open tool   4-10

operators   4-8

P

Parameter Setting area   4-7

PDF (Portable Document Format)   4-20, 5-8, 6-9

Portable Document Format

See PDF

Preview pane   4-18

Preview tab   4-18, 4-19

printing   4-19

Print tool   4-19

Priority Summary Activity Report   3-4, 3-38

privileges

See access

R

Range of Recurrence options   5-14

report

choosing   4-2

date and time range   4-4

display size   4-15

exporting   4-20

finding text   4-16

generating   4-2

including charts   4-3

moving through   4-15

printing   4-19

scheduling   5-1

Report End Date field   4-4

report settings

loading   4-10

saving   4-9

Report Settings file   4-2, 4-5, 4-8, 4-11

Report Start Date field   4-4

Report Type drop-down list   4-2, 5-6

Report Viewer window   4-12, 4-14

reset   4-2, 4-5, 5-5

Reset button   4-2, 4-5, 5-5

Rich Text Format

See RTF

RTF (Rich Text Format)   4-20, 5-9, 6-10

S

Save tool   4-9

SCH.ini   2-9, 2-13, 6-5

schedule   5-1, 5-2

Schedule button   5-15

scheduled reports

choosing   5-6

detailed settings   5-10

export formats   5-8

exporting   5-8

including charts   5-6

information in   5-2

occurrence frequency   5-12

occurrence options   5-12

printing   5-7

range of recurrence options   5-12, 5-14

saving   5-15

schedule settings   5-11

Scheduled Reports window   5-15, 5-17

Schedule Future Reports, Including Repeat Reports   5-6, 5-11

Scheduler   5-15, 6-4, 6-11

configuration file   2-9, 2-13

exiting   5-4

functions   5-3

icon   5-4

starting   5-4

stopping   5-4

Scheduler log file   6-3

Scheduler tool   5-15

schedules

deleting   5-17

ordering   5-16

viewing   5-15

Schedule window   5-11, 5-12

scheduling reports   5-1

Search Text tool   4-16

Selected pane   4-7

servlets log file   6-8

Skill Routing Activity Report   3-4, 3-40

sorting method   4-4, 4-6

Sort Report By drop-down list   4-6

Stop Loading tool   4-14

T

Time field   4-4

Toggle Group Tree tool   4-18

U

user privileges

See access

User Privileges Missing dialog box   1-5

V

View button   4-12, 4-14

View CiscoPrintExport.log   6-5

View CiscoSch.log   6-5

X

XML   4-20, 5-9