Preface

Change History

This table lists changes made to this guide. Most recent changes appear at the top.

Change See Date

Initial Release of Document for Release 12.5

January 2020

Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP).

Preface >> Related Documents

Added Unified License Consumption Report.

Historical Reports >> System Reports >> Unified License Consumption Report

Introduced Customer Journey Analyzer.

Customer Journey Analyzer

Updated Live Data Reports.

Live Data Reports

Unified CCX Engine updates the changed records every three seconds.

Manage and Run Reports>>Live Data Reports

About This Guide

The Cisco Unified Contact Center Express Report User Guide describes how to generate Cisco Unified Intelligence Center reports for Cisco Unified Contact Center Express (Unified CCX). This guide also describes how to schedule and visually customize existing stock reports, and create dashboards. In addition, this guide provides answers to a variety of frequently asked questions.

Audience

This document is intended for Unified CCX users who use Cisco Unified Intelligence Center reports to run reports. The user can generate reports, filter data in a report, and schedule a report.

Conventions

This manual uses the following conventions.

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find

  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

  • For emphasis. Example: Do not use the numerical naming convention.

  • An argument for which you must supply values.

    Example:

    IF (condition, true-value, false-value)

  • A book title. Example:

    See the Cisco Unified Contact Center Express Installation Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or information that the system displays. Example:

    <html><title> Cisco Systems,Inc. </title></html>

  • File names. Example: tserver.properties.

  • Directory paths. Example:

    C:\Program Files\Adobe

string

Nonquoted sets of characters (strings) appear in regular font. Do not use quotation marks around a string or the string will include the quotation marks.

[ ]

Optional elements appear in square brackets.

{ x | y | z }

Alternative keywords are grouped in braces and separated by vertical bars.

[ x | y | z ]

Optional alternative keywords are grouped in brackets and separated by vertical bars.

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.

  • A character string that the user enters but that does not appear on the window such as a password.

^

The key labeled Control is represented in screen displays by the symbol ^. For example, the screen instruction to hold down the Control key while you press the D key appears as ^D.

Related Documents

Document or Resource

Link

Cisco Unified Contact Center Express Documentation Guide

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

Cisco Unified CCX documentation

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

Cisco Unified Intelligence Center documentation

https://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html

Cisco Finesse documentation

https://www.cisco.com/en/US/products/ps11324/tsd_products_support_series_home.html

Cisco Customer Collaboration Platform documentation

Note

 

From Unified CCX Release 12.5(1), CCP documents are available in the Cisco Unified CCX documentation folder.

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

Cisco Unified CCX Virtualization Information

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html

Cisco Unified CCX Compatibility Information

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html