A. 

The number of days is calculated by an SQL function that counts the number of calendar days. Fractions of a day are counted as an entire day. This table provides an example.

A. 

When reason codes are configured, agents enter the reason codes when explicitly transitioning to Logout state or to Not Ready state. These reason codes are stored in the ASDR.

Note	Not Ready codes are systemwide and cannot be configured to be hidden from certain agents.

In the following cases, reason codes are not stored. In these cases, the reasonCode field in the ASDR contains a value of –1.

A. 

Unified CCX uses IBM Informix Dynamic Server (IDS) database.

A. 

The information that was in this report is distributed among the Contact Service Queue Service Level Priority Summary Report, the Contact Service Queue Activity Report, and the Contact Service Queue Call Distribution Summary Report.

A. 

The information that was in this report is available in the Contact Service Queue Activity Report or in the Contact Service Queue Activity Report when filtered to show Skill Groups only.

A. 

A. 

The length of each parameter to the report must not exceed 800 characters. If the selected parameters exceed this value, then the database server truncates the parameter to the first 800 characters.

The stored procedure receives only the first 800 characters of the chosen parameters; the rest are not included in the generated report.

A. 

Use third-party database administration tools such as SQuirreL SQL Client or AGS Server Studio to export Unified CCX historical data to your own data warehouse. Use uccxhruser as the username to connect to db_cra database.

A. 

No, it is not supported with embedded Unified Intelligence Center but is supported with standalone Unified Intelligence Center.

A. 

Yes, but it should be used with discretion keeping in mind the impact on the system.

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.

A. 

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

A. 

The scenario appears in the following reports:

• The Agent Detail Report shows two lines:

  • 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.

  • For the agent who answered the call—Talk time is greater than 0.

• The Agent Summary Report shows the following:

  • The call was presented to the agent who did not answer the call, but was not handled by that agent.

  • The call was presented to and handled by the agent who answered the call.

• The CSQ Agent Summary Report shows the call as Ring No Answer (RNA) for the first agent.

A. 

The following fields identify the various legs of a call:

• The sessionID fields in the Unified CCX database tables contain the same value for a particular call. These fields identify all the database records that relate to a call.

• The sessionSeqNum fields in the Unified CCX database tables start at 0 and increment by 1 for each leg of a call.

• The startDateTime field of the CCDR stores the start time of a call. The sessionSeqNum is equal to 0, and the sessionID value identifies the call.

• The endDateTime field of the CCDR with the highest sessionSeqNum and the same sessionID value stores the end time of a call.

Note

The way in which sessionID and sessionSeqNum values are written to the database depend on the call scenario. For more information and examples, see the "Interpret Database Records" section of Cisco Unified Contact Center Express Report Developer Guide, located at: https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html.

A. 

You can create a custom report to show menu choices. Use the Set Session Info step in a workflow to store the custom variables entered by the 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.

The following is an example of how to 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 variable this_session.

4. Define a Menu step that has three branches and place a Set Enterprise Call Info step in each branch.

5. In the General tab of the Set Enterprise Call Info step, click Add.

6. In the branch for caller-choice 1, enter 1 in the Value field, and choose Call.PeripheralVariable1 from the Name drop-down list.

7. In the branch for caller-choice 2, enter 2 in the Value field, and choose Call.PeripheralVariable2 from the Name drop-down list.

8. In the branch for caller-choice 3, enter 3 in the Value field, and choose Call.PeripheralVariable3 from the Name drop-down list.

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.

A. 

Yes.

A. 

There are no reports available, but the Unified CCX databases store this data. You can create a custom report to show this information.

A. 

The Detailed Call CSQ Agent Report has 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, and the CSQ to which the call was routed.

A. 

• Call records (CCDR, CRDR, CQDR) are written after each call is completed.

  Note	CCDRs are written after the agent leaves Work state, when applicable. Otherwise, they are written after the call ends.

• 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.

A. 

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

A. 

The Contact Service Queue Activity by CSQ or Contact Service Queue Activity by Interval shows information about service levels provided to handled calls. Schedule the Contact Service Queue Activity by CSQ or Contact Service Queue Activity by Interval to run monthly.

A. 

Yes. For more information about creating custom reports, see the "Create Custom Reports" section of Cisco Unified Contact Center Express Report Developer Guide, located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html.

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 these calls and also the calls that are marked as handled by a workflow script before they are queued for a CSQ.

A. 

A. 

Conference calls to agents result in one CRDR that has multiple ACDRs. The Agent Summary Report counts the number of ACDRs, but the CSQ reports count the number of CRDRs.

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.

A. 

To identify calls that were not answered by an agent, search for ACDRs with talk time equal to zero. The CSQ Agent Summary Report shows the total number of Ring No Answer (RNA) calls for each agent and for each CSQ. In the Agent Summary Report, the number of Ring No Answer calls = Calls Presented – Calls Handled.

A. 

The CSQ reports, including the Contact Service Queue Activity Report show activity at the CSQ level. The agent reports, including the Agent Summary Report, show activity at the agent level.

For handled calls, the Agent Summary Report counts the ACDRs with non-zero talk time (to exclude unanswered calls), and the Contact Service Queue Activity Report counts CQDRs with disposition equal to 2 (handled).

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

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

• There may be conference calls that involve multiple agents. In such cases, one CQDR has multiple associated ACDRs. An associated ACDR has the same sessionID and sessionSeqNum as the CQDR.

• Agent-to-Agent transfers will result in more ACDRs than CQDRs. If Agent1 picks up a call from CSQ1, one CQDR and one ACDR are created. When Agent1 transfers the call to Agent2, another ACDR is created, but no CQDR is created.

A. 

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

• An 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 are terminated before they are queued. Such calls do not have CRDRs (because they are not queued) and are not counted for the Contact Service Queue Activity Report. These calls do not have ACDRs as well and are not counted on the Agent Summary Report.

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

• The same call is queued to a certain CSQ, but is 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 are conference calls that involved multiple agents.

A. 

Some calls shown in the Abandoned Call Detail Activity Report are abandoned before they are 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 are abandoned while they are queued for a CSQ.

A. 

Consider this example: An agent from another CSQ handled the call, in conference with Agent1, and then dropped out. In addition, Agent1 continued the call for longer than the longest talk time of the any call that the agent handled for CSQ1. In this case, the maximum Handle Time appears for Agent1 on the Agent Summary Report. It does not appear for CSQ1 on the Contact Service Queue Activity Report because Agent1 was conferenced in to the call, but the call was initially handled by another CSQ.

A. 

The Contact Service Queue Activity Report shows dispositions 4 and 5 as Calls Handled by Other, so it shows one call as handled by other for both CSQ1 and CSQ2. Calls Dequeued is 0 for both the CSQs (disposition 3 is reported as dequeued on the report).

The CSQ Unified CCX Stats real-time report counts calls marked as Handled_by_other as dequeued calls. In this report, Contacts Dequeued includes calls that were dequeued and handled by another CSQ, by an agent, or by a script.

A. 

A. 

The Agent Summary Report shows ACD calls only, but the Agent Detail Report shows Unified CCX and Cisco Unified IP IVR calls. The calls in question are IVR calls, so they do not appear on Agent Summary Report.

A. 

If the agent does not spend the entire duration of time in Not Ready state with the unique reason code making outbound calls, then the sum of the duration of outbound calls will be less than the duration that is spent in Not Ready state with the unique reason code.

A. 

Match the call start time in the Abandoned Call Detail Activity Report with the call start time in the Detailed Call by Call CCDR Report, and look up the session ID and session sequence number in 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.

A. 

The call was abandoned before it was assigned a priority.

A. 

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

A. 

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

A. 

The values can differ because the Contact Service Queue Activity Report may mark a call as dequeued, while a Contact Call Detail record marks the call as abandoned. For example, consider the following workflow:

StartAccept
Prompt
Select Resource
-Connect
-Queue
--Play Prompt (Prompt2)
--Dequeue
--Play Prompt (Prompt3)
End

A. 

When an agent transfers a call to another agent, and the caller abandons the call before the call is answered by the second agent, then the first phase of the call is marked as handled. The abandonment of the second phase is not displayed in the Abandoned Detail Call Activity Report. This information cannot be seen in any other report.

A. 

Yes, these calls are included for calculating the Inbound ACD—Total field.

A. 

The number of calls can differ for the following reasons:

• The Agent Call Summary Report shows calls that are presented to the agents, and the Contact Service Queue Activity by CSQ shows calls that are presented to the CSQs. If there are agents included in the Agent Call Summary Report who do not belong to the CSQs in the Contact Service Queue Activity by CSQ, then the Agent Call Summary Report shows more calls.

• If agent-based routing is configured, calls can go to agents directly, without going through a CSQ. In this case, the Agent Call Summary Report shows more calls.

• The Agent Call Summary Report can include transferred ACD calls. For example, if a call is queued for CSQ1, handled by Agent1, and transferred by Agent1 to Agent2 (without going through a CSQ), then one call is shown as handled on the Contact Service Queue Activity Report (through CSQ1 by Agent1). The same is shown twice on the Agent Call Summary Report—one as handled by Agent1 (through CSQ1), another as handled by Agent2 (not through a CSQ but as a direct transfer from Agent2).

A. 

The call was not an ACD call. (IVR calls include Agent-to-Agent calls and external calls made by an agent.) The Unified CCX database does not record hold time and work time for IVR calls.

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 at the agent extension. The call end time is when the agent leaves Work state. Therefore, the call duration is equal to ring time + talk time + hold time + work time.

A. 

The Hold Time and the Work Time fields are blank in the Agent Detail Report for IVR calls.

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.

A. 

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

For example, if an agent logs in at 8:00 a.m. (0800) and logs out at 8:30a.m. (0830), logs in again at 9:15 a.m. (0915) and logs out at 10:00 a.m. (1000), then 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.

A. 

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

A. 

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

For example, if an agent goes to Not Ready state at 10:00 a.m. (1000) and goes to Ready state at 10:15 a.m. (1015), goes to Not Ready state at 11:00 a.m. (1100) and goes to Ready state at 11:05 a.m (1105), then 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.

A. 

The talk time information in the Agent Summary Report comes from the talkTime field in the AgentConnectionDetail table. This value is the time that an agent spent on an incoming ACD call. The talk time information in the Agent State Summary by Agent Report or the Agent State Summary by Interval Report comes from AgentStateDetail table. These values show the time that an agent spent in the Talk state. These values will be different if the agent placed ACD calls on hold during the reporting period.

A. 

The Agent Summary Report shows information for ACD calls only. The Agent Detail Report shows information for Unified CCX and Cisco Unified IP IVR calls.

A. 

The Application ID field is –1, and the Application Name field is empty for Agent-to-Agent calls, IVR calls, Agent-to-Agent transfer/conference consult legs, or any other call that is not placed to a Unified CCX Route Point or associated with an application.

A. 

The Application Performance Analysis Report counts only incoming calls. 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).

A. 

The Contact Service Queue Activity Report includes only abandoned ACD calls. This report counts an ACD call as abandoned if the caller hangs up while queued for a CSQ or CSQs.

The Application Performance Analysis Report includes abandoned ACD 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.

A. 

These fields show the values 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.

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 is 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 CSQ.

A. 

The average queue 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 queue time for a CSQ is the longest queue time for a single call among the calls presented.

The individual queue time for each CSQ is stored in the CQDR table. For example, assume that an incoming call is queued for CSQ1 for 5 minutes, queued for CSQ2 for 10 minutes, and then it is handled by CSQ1. The queue time recorded for CSQ1 in the CQDR table is 5 minutes, and for CSQ2 is 10 minutes.

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.

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.

A. 

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

A. 

No. Calls presented = calls handled + calls abandoned + calls dequeued + calls handled by others.

"Calls handled" are the calls that were connected to an agent in a particular CSQ. "Calls handled by others" are the calls that were handled by some workflow in a script, and the calls that were queued for multiple CSQs and then handled by one of the other CSQs.

A. 

To show hourly data for each day, schedule daily reports either for Contact Service Queue Activity by CSQ Report or for Contact Service Queue Activity Report by Interval. Set the Interval Length to 60 minutes. This setting will provide one report each day, divided into one-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.

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:

A. 

A. 

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

For example, if a call is queued for CSQ1 and CSQ2 and the caller hangs up before being routed to an agent, then an abandoned call is counted for CSQ1 and for CSQ2.

A. 

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

For example, if an incoming call is queued for CSQ1, CSQ2, and CSQ3 and is handled by an agent from CSQ2, then a dequeued call is counted for CSQ1 and for CSQ3.

A. 

The Unified CCX 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.

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.

A. 

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

A. 

The call was an IVR call. (IVR calls include Agent-to-Agent calls and external calls that are made by an agent.) The Unified CCX database does not record hold time and work time for IVR calls.

A. 

The calls in the CCDR Report are not duplicates. They are conference calls, which have the same SessionID and Session Sequence Number, but different talk time because different agents participated in the same call. (The Detailed Call by Call CCDR Report shows the names of agents who participated in a conference call.)

A. 

When the system removes stuck calls, which may have remained in the system because of missing events, the system writes a CCDR with the contact disposition dont_care (value = 3).

A. 

Data is sampled per minute. The report aggregates the data over an hour (maximum of all samples within the hour).

A. 

If a call duration is less than a minute and its start and end times fall between two sampling points, then this call will not be considered for the statistics.

A. 

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

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