Chapter 1. Introduction

Overview

Common Terms

Chapter 2. Create Custom Reports

Overview

How to Create Custom Reports

Create Unified CCX Data Source

Create Custom Stored Procedure

Chapter 3. Interpret Database Records

Overview

Call Scenarios

Call-Related Detail Records Flow

Basic ACD Call Queues for One CSQ

Basic ACD Call Queues for Two CSQs

Basic ACD Call Wrap-Up

Basic Agent-Based Routing Call

Transfer to Route Point

Conference to Agent

Workflow Redirect to Route Point

ACD Call Unanswered

Agent-to-Agent Non-ACD Call

Agent-to-Agent Non-ACD Call Transfer

Agent-to-Agent Non-ACD Call Conference

ACD Call Consult Transfer

Agent Places Consult Call and Resumes Call

Agent Consults Agent and Resumes Call

Basic Outbound Call Accepted

Basic Outbound Call Rejected and Later Accepted

Basic Outbound Call Accepted and Transferred to Another Agent

Basic Outbound Call Accepted and Transferred to Route Point

Chat Scenarios

Chat-Related Detail Records Flow

Chat Contact Unanswered

Preface

Change History

About This Guide

Audience

Related Documents

Obtaining Documentation and Submitting a Service Request

Documentation Feedback

Copyright Page

Chapter 1. Introduction

- Overview

- Common Terms

Overview

Cisco Unified Intelligence Center is a web-based reporting application that provides Historical and Live Data reports. You can perform the following functions:

- Create custom queries to obtain specific data.

- Allow different groups of people to view specific data based on their function.

- Customize the visual presentation of the reports.

- Customize the data that is presented in the reports.

Common Terms

Data Source

Data source defines the sources that contain data for the report. Unified Intelligence Center supports two types of data sources: IBM Informix (Historical Reports) and Streaming (Live-Data Reports). Data sources are preconfigured for you.

Note

Additional data sources are not supported.

Report Definition

Each report has a report definition that represents how data is retrieved from the data source for that report template. In addition, a report definition contains the dataset that is obtained. This includes the fields, filters, formulas, refresh rate, and key criteria field for the report.

Reports

Reports show data returned by Report Definitions. This data is extracted by database queries.

Stock Report

Report that is pre-bundled in Unified Intelligence Center.

Report Views

A report can be presented in multiple formats like a grid, chart, or a graph. Each view can have its own set of fields. A single report can have multiple views.

Report Help

You can attach a help page specifically for your report.

Chapter 2. Create Custom Reports

- Overview

- How to Create Custom Reports

- Create Unified CCX Data Source

- Create Custom Stored Procedure

Overview

You cannot create new reports with the Unified Intelligence Center (Standard license) that is embedded with Unified CCX. To create new custom Historical reports, you need to install a standalone Unified Intelligence Center with premium license. The version of the standalone Unified Intelligence Center should be the same as the Unified Intelligence Center that is embedded in Unified CCX.

To install standalone Unified Intelligence Center, see the , located at:

Click Here .

Attention:
You cannot create custom Live Data reports.

Note

The “Do Not Call” field is no longer available in Unified CCX 11.0(1) release onward. While upgrading to Unified CCX 11.0, report will not be generated if the “Do Not Call” column is present in the custom report. You can generate the report by removing the “Do Not Call” column from the custom reports in Unified CCX 11.0(1).

How to Create Custom Reports

The following table describes the task flow to create a new Historical report:

Task Flow to Create Custom Reports

Sequence

Task

Where performed

Reference

1

Create Unified CCX datasource

Unified CCX

SeeCreate Unified CCX Data Source.

2

Create custom stored procedure

Unified CCX

See Create Custom Stored Procedure.

3

Create report definition

Standalone Unified Intelligence Center

See the "Create or edit report definitions" section of the , located at:

Click Here .

4

Export custom report

Standalone Unified Intelligence Center

See the "Export reports, report definitions, and categories" section of the , located at:

Click Here .

5

Import custom report to Unified CCX

Unified Intelligence Center embedded in Unified CCX

See the "Import Reports" section of the Cisco Unified Contact Center Express Report User Guide, located at:

Click Here .

6

Set permissions to the new custom report

Unified Intelligence Center embedded in Unified CCX

See the "Manage user permissions" section of the Cisco Unified Contact Center Express Administration Guide, located at:

Click Here .

Create Unified CCX Data Source

Create a Unified CCX data source on the standalone Unified Intelligence Center server that points to the Unified CCX server.

Note

Do not create a data source in the Unified Intelligence Center (Standard license) that is bundled with Unified CCX. This scenario is not recommended and not supported.

Procedure

Step 1

Set the password for the Historical Reporting User.

1. Log in to Cisco Unified Contact Center Express Administration using the Unified CCX username and password.

2. Select Tools > Password Management.

3. In the Historical Reporting User field, set the password, and click Save.

Step 2

Record settings of the existing Unified CCX data source.

1. Log in to Unified Intelligence Center on the Unified CCX server.

2. In the left pane, click Data Sources.
The Data Sources page opens in a separate tab in the right pane.

3. Select the Unified CCX data source and click Edit.

4. Record the settings in the page so that you can refer to this data later.

Step 3

Configure a data source on the standalone NFR Unified Intelligence Center server to point to the Unified CCX server.

1. Log in to the standalone Unified Intelligence Center using credentials that has report designer permissions.

2. In the left pane, click Data Sources.

3. Click Create to create a new data source.

4. Set the parameters as per the settings you recorded in Step 2d.

Note:   The database user name should be uccxhruser and the password should match the password you set in Step 1c.

5. Click Test Connection and verify the settings.

Tip:   If an error is prompted, verify that the settings are correct and try again.

Create Custom Stored Procedure

The Unified CCX database schema details are described in the Database Schema Guide for Cisco Unified CCX and Cisco Unified IP IVR, located at:

Click Here .

Procedure

Step 1

Connect to the db_cra database using the uccxhruser username and password.

Step 2

Create a stored procedure using third-party tools such as SQuirrel SQL Client and AGS Server Studio.

Step 3

Assign execution privileges for the stored procedure to uccxHrUserRole using the following command:

Example:grant execute on<your procedure name> to 'uccxHrUserRole';

What to Do Next

See the task flow table in How to Create Custom Reports.

Chapter 3. Interpret Database Records

- Overview

- Call Scenarios

- Chat Scenarios

Overview

The following abbreviations are used for database records:

- ACDR—AgentConnectionDetail record in the AgentConnectionDetail table.

- ASDR—AgentStateDetail record in the AgentStateDetail table.

- CCDR—ContactCallDetail record in the ContactCallDetail table.

- CQDR—ContactQueueDetail record in the ContactQueueDetail table.

- CRDR—ContactRoutingDetail record in the ContactRoutingDetail table.

- TACDR—TextAgentConnectionDetail record in the TextAgentConnectionDetail table.

- TCDR—TextContactDetail records in the TextContactDetail table.

- TASDR—TextAgentStateDetail records in the TextAgentStateDetail table.

- TCQDR—TextContactQueueDetail record in the TextContactQueueDetail table.

Call Scenarios

The following assumptions are made for the call scenarios:

- Auto-work is disabled for incoming Automatic Call Distribution (ACD) calls.

- Auto-available is enabled for agents.

- Call-Related Detail Records Flow

- Basic ACD Call Queues for One CSQ

- Basic ACD Call Queues for Two CSQs

- Basic ACD Call Wrap-Up

- Basic Agent-Based Routing Call

- Transfer to Route Point

- Conference to Agent

- Workflow Redirect to Route Point

- ACD Call Unanswered

- Agent-to-Agent Non-ACD Call

- Agent-to-Agent Non-ACD Call Transfer

- Agent-to-Agent Non-ACD Call Conference

- ACD Call Consult Transfer

- Agent Places Consult Call and Resumes Call

- Agent Consults Agent and Resumes Call

- Basic Outbound Call Accepted

- Basic Outbound Call Rejected and Later Accepted

- Basic Outbound Call Accepted and Transferred to Another Agent

- Basic Outbound Call Accepted and Transferred to Route Point

Call-Related Detail Records Flow

The following table presents an example of the general flow of detail records for incoming ACD calls.

Assumptions

- Contact Service Queue (CSQ) is configured for auto-work.

- Agent is configured for auto-available.

General Flow of Detail Records for Incoming ACD Calls

Call activity

Detail record activity

Call reaches the CTI port

Allocates session.

Begins CCDR in memory.

Call executes the first Select Resource step

Begins CRDR and CQDR in memory.

System selects agent and rings the phone

Begins ACDR in memory, writes ASDR to change state to Reserved.

Agent answers

Writes ASDR (Talking).

Call disconnects

Writes CRDR, CQDRs, ASDR (Work).

Agent leaves Work state

Writes ACDR, CCDR, ASDR (Ready).

If the agent does not enter Work state after the call, the system writes the ACDR and the ASDR (Ready) when the call disconnects. If the agent is not configured to be auto-available, the ASDR relates to the Not Ready state.

Basic ACD Call Queues for One CSQ

1. Call reaches a Unified CCX route point, executes a script, and queues for one CSQ.

2. System allocates agent A for the call and rings agent A’s phone, and agent A answers the call.

Basic ACD Call Queues for One CSQ—Call-Related Detail Records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

—

—

CRDR1

100

0

1

Overall queue information.

CQDR1

100

0

1

Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing).

ACDR1

100

0

1

Agent A and original call information.

Basic ACD Call Queues for One CSQ—Agent State-Change Records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A is selected for call.

ASDR2

5 (Talking)

Agent A answers call.

ASDR3

3 (Ready)

Call ends.

Basic ACD Call Queues for Two CSQs

1. Call reaches a Unified CCX route point, executes a script, and queues for two CSQs.

2. System allocates agent A for the call and rings agent A’s phone, and agent A answers the call.

Basic ACD Call Queues for Two CSQs—Call-Related Detail Records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

—

—

CRDR1

100

0

1

Overall queue information.

CQDR1

100

0

1

Overall queue information for CSQ1 (targetType = 0, targetID = ID of CSQ1).

CQDR2

100

0

1

Overall queue information for CSQ2 (targetType = 0, targetID = ID of CSQ2).

ACDR1

100

0

1

Agent A and original call information.

Basic ACD Call Wrap-Up

1. Call reaches a Unified CCX route point, executes a script, and queues for one CSQ.

2. System allocates agent A for the call and rings agent A’s phone, and agent A answers the call.

3. After completing the call, agent A goes to Work state, and chooses a wrap-up code.

Basic ACD Call Wrap-Up—Call-Related Detail Records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

—

—

CRDR1

100

0

1

Overall queue information.

CQDR1

100

0

1

Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing).

ACDR1

100

0

1

Agent A and original call information with wrap-up code.

Basic ACD Call Wrap-Up—Agent State-Change Records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A is selected for call.

ASDR2

5 (Talking)

Agent A answers call.

ASDR3

6 (Work)

Call ends.

ASDR4

3 (Ready)

Agent A goes to Ready state.

Basic Agent-Based Routing Call

1. Call reaches a Unified CCX route point, executes a script, and selects agent A.

2. System allocates agent A for the call and rings agent A’s phone, and agent A answers the call.

Basic Agent-Based Routing Call—Agent State-Change Records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A is selected for call.

ASDR2

5 (Talking)

Agent A answers call.

ASDR3

3 (Ready)

Call ends.

Basic Agent-Based Routing Call—Call-Related Detail Records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

—

—

CRDR1

100

0

1

Overall queue information.

CQDR1

100

0

1

Detailed information for the routing attempt (targetType = 1; indicates agent-based routing).

ACDR1

100

0

1

Agent A and original call information.

Basic Agent-Based Routing Call—Agent State-Change Records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A is selected for call.

ASDR2

5 (Talking)

Agent A answers call.

ASDR3

3 (Ready)

Call ends.

Transfer to Route Point

1. Call reaches a Unified CCX route point, executes a script, and queues for one CSQ.

2. System allocates agent A for the call and rings agent A’s phone, and agent A answers the call.

3. Agent A transfers the call to a Unified CCX route point.

4. Call executes a script, queues for one or more CSQs, and connects to agent B.

5. Server begins a new session and CCDR as soon as agent A starts the consult call.

6. Server writes the CCDR for the consult call either when agent A completes the transfer or when agent A or the script terminates that call.

Transfer to Route Point—Call-Related Detail Records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

—

Transfer field will be 1.

CRDR1

100

0

1

Overall queue information for the first segment of the call (before the transfer).

ACDR1

100

0

1

Agent A and original call information.

CQDR1

100

0

1

Detailed queue information for the CSQ that is selected by the first route point’s script.

CCDR2

101

0

—

Consult call from agent A to route point.

CCDR3

100

1

—

Second leg of original call to new route point.

CRDR3

100

1

—

Overall queue information for the second segment of the call (after the transfer).

CQDR3

100

1

1

Queue information for second leg of call.

ACDR3

100

1

1

Agent B and original call information.

Conference to Agent

1. Call reaches a Unified CCX route point, executes a script, and queues for one CSQ.

2. System allocates agent A for the call and rings agent A’s phone, and agent A answers the call.

3. Agent A calls another logged-in agent (agent B), and conferences agent B into the original call.

4. Server begins a new session and CCDR as soon as agent A starts the consult call.

5. Server writes the CCDR for the consult call either when agent A completes the conference or when agent A or agent B terminates the consult call.

Note

1. The server does not create a new CCDR or CRDR after the conference is completed.

2. An asterisk (*) indicates that another record has the same name, but the record is for a different agent.

Conference to Agent—Call-Related Detail Records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

—

Conference field will be 1.

CRDR1

100

0

1

Overall queue information.

ACDR1

100

0

1

Agent A and original call information.

CQDR1

100

0

1

Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing).

CCDR2

101

0

—

Consult call from agent A to agent B.

ACDR1*

100

0

0

Agent B and original call information.

Workflow Redirect to Route Point

1. Call reaches a Unified CCX route point.

2. Workflow for that route point redirects the call to a second route point.

Workflow Redirect to Route Point—Call-Related Detail Records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

Caller to first route point (redirect field will be 1).

CCDR2

100

1

Caller to second route point.

ACD Call Unanswered

1. Call reaches a Unified CCX route point, executes a script, and queues for one or more CSQs.

2. System allocates agent A for the call and rings agent A’s phone, but agent A does not answer the call within the timeout specified in the Select Resource or Connect step.

3. Call goes into queue and is presented to agent B, who answers the call.

Note

An asterisk (*) indicates that another record has the same name, but the record is for a different agent.

ACD Call Unanswered—Call-Related Detail Records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

—

—

CRDR1

100

0

1

Overall queue information.

CQDR1

100

0

1

Detailed queue information for the CSQ selected by the route point script.

ACDR1

100

0

1

Agent A information, ring time > 0 and talk time = 0.

ACDR1*

100

0

1

Agent B information, talk time > 0.

ACD Call Unanswered—Agent State-Change Records

Record

Agent

State

Reason Code

Remarks

ASDR1

A

4 (Reserved)

—

Agent A is selected for call.

ASDR2

A

2 (Not Ready)

32763

Server retrieves call from the agent's phone.

ASDR3

B

4 (Reserved)

—

Agent B is selected for call.

ASDR4

B

5 (Talking)

—

Agent B answers call.

Agent-to-Agent Non-ACD Call

1. Agent A goes off-hook and calls agent B.

2. Agent B answers, the two agents talk for a while, and agent B hangs up.

Agent-to-Agent Non-ACD Call—Call-Related Detail Records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

Agent A to agent B information.

Agent-to-Agent Non-ACD Call—Agent State-Change Records

Record

Agent

State

Reason Code

Remarks

ASDR1

A

2 (Not Ready)

32762

Agent A goes off-hook.

ASDR2

B

2 (Not Ready)

32761

Call rings at agent B’s phone.

ASDR3

B

3 (Ready)

—

Agent B hangs up.

ASDR4

A

3 (Ready)

—

—

Agent-to-Agent Non-ACD Call Transfer

1. Agent A receives a non-ACD call from an unknown party.

2. Agent A places a consult call to agent B, agent B answers the call, and agent A completes the transfer.

3. Agent B then hangs up.

Agent-to-Agent Non-ACD Call Transfer—Call-Related Detail Records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

Unknown party to agent A information (transfer field will be 1).

CCDR2

101

0

Agent A to agent B information.

CCDR3

100

1

Unknown party to agent B information.

Agent-to-Agent Non-ACD Call Transfer—Agent State-Change Records

Record

Agent

State

Reason Code

Remarks

ASDR1

A

2 (Not Ready)

32761

First call rings at agent A’s phone.

ASDR2

B

2 (Not Ready)

32761

Consult call rings at agent B’s phone.

ASDR3

A

3 (Ready)

—

Agent A completes transfer.

ASDR4

B

3 (Ready)

—

Agent B hangs up.

Agent-to-Agent Non-ACD Call Conference

1. Agent A receives a non-ACD call from an unknown party.

2. Agent A places a consult call to agent B, and agent B answers the call.

3. Agent A establishes a conference; agent A, agent B, and the caller are in conversation.

4. Agent A hangs up.

5. Agent B hangs up.

Agent-to-Agent Non-ACD Call Conference—Call-Related Detail Records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

Unknown party to agent A information (conference field will be 1).

CCDR2

101

0

Agent A to agent B information.

Agent-to Agent Non-ACD Call Conference—Agent State-Change Records

Record

Agent

State

Reason Code

Remarks

ASDR1

A

2 (Not Ready)

32761

First call rings at agent A's phone.

ASDR2

B

2 (Not Ready)

32761

Consult call rings at agent B's phone.

ASDR3

A

3 (Ready)

—

Agent A hangs up.

ASDR4

B

3 (Ready)

—

Agent B hangs up.

ACD Call Consult Transfer

1. Agent A is connected and talking to an incoming ACD call.

2. Agent A puts the call on hold and places a consult transfer to agent B.

3. Agent A completes the transfer and then agent B answers.

ACD Call Consult Transfer—Call-Related Detail Records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

—

Original call and agent A information (transfer field will be 1).

CRDR1

100

0

1

Overall queue information.

ACDR1

100

0

1

Agent A information.

CQDR1

100

0

1

Queue information.

CCDR2

101

0

—

Agent A and agent B information.

CCDR3

100

1

—

Original call and agent B information.

ACDR3

100

1

0

Agent B information.

ACD Call Consult Transfer—Agent State-Change Records

Record

Agent

Reason

Remarks

ASDR1

A

4 (Reserved)

Agent A is selected for original call.

ASDR2

A

5 (Talking)

Agent A answers.

ASDR3

B

4 (Reserved)

Agent A calls agent B, agent B’s phone rings.

ASDR4

A

3 (Ready)

Agent A competes the transfer.

ASDR5

B

5 (Talking)

Agent B answers.

ASDR6

B

3 (Ready)

Caller hangs up.

Agent Places Consult Call and Resumes Call

1. Agent A is connected to an incoming ACD call.

2. Agent A presses the Transfer button on the phone to initiate a consult call with agent B.

3. Agent A receives a dial tone, drops the consult call, and resumes the incoming call.

Agent Places Consult Call Then Resumes Call—Call-Related Detail Records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

—

Original call and agent A information.

CRDR1

100

0

1

Overall queue information.

CQDR1

100

0

1

Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing).

ACDR1

100

0

1

Includes talk time both before and after the canceled consult call, and contains hold time for the duration of the canceled consult call.

CCDR2

101

0

—

Agent A information, no called-party information.

Agent Places Consult Call Then Resumes Call—Agent State-Change Records

Record

Agent

Reason

Remarks

ASDR1

A

4 (Reserved)

Agent A is selected for original call.

ASDR2

A

5 (Talking)

Agent A answers.

ASDR3

A

3 (Ready)

Caller hangs up.

Agent Consults Agent and Resumes Call

1. Agent A is connected to an incoming ACD call.

2. Agent A puts that call on hold and initiates a consult transfer to agent B.

3. Agent B answers, talks to agent A for some time, and then hangs up without agent A completing the transfer.

4. Agent A resumes the original call.

Agent Consults Agent Then Resumes Call—Call-Related Detail Records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

—

Original call and agent A information.

CRDR1

100

0

1

Overall queue information.

CQDR1

100

0

1

Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing).

CCDR2

101

0

—

Agent A to agent B.

ACDR1

100

0

1

Includes talk time both before and after the consult call, and contains hold time for the duration of the canceled consult call.

Agent Consults Agent Then Resumes Call—Agent State-Change Records

Record

Agent

Reason

Remarks

ASDR1

A

4 (Reserved)

Agent A is selected for original call.

ASDR2

A

5 (Talking)

Agent A answers.

ASDR3

B

4 (Reserved)

Agent A calls agent B, agent B’s phone rings.

ASDR4

B

5 (Talking)

Agent B answers.

ASDR5

B

3 (Ready)

Agent B disconnects from consult call.

ASDR6

A

3 (Ready)

Caller disconnects original call.

Basic Outbound Call Accepted

1. Call is presented to agent A, and agent A accepts the call.

2. System places the call from agent A to the customer.

Basic Outbound Call Accepted—Call-Related Detail Records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

—

ACDR1

100

0

Call result is 1 (voice).

Basic Outbound Call Accepted—Agent State-Change Records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A is presented with outbound call.

ASDR2

5 (Talking)

Agent A accepts call.

ASDR3

3 (Ready)

Call ends.

Basic Outbound Call Rejected and Later Accepted

1. Call is presented to agent A, and agent A rejects the call.

2. Call is then presented to agent B, and agent B accepts the call.

3. System places the call from agent B to the customer.

Basic Outbound Call Rejected and Later Accepted—Call-Related Detail Records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

—

ACDR1

100

0

Call result is 9 (reject).

ACDR2

100

0

Call result is 1 (voice).

Basic Outbound Call Rejected and Later Accepted—Agent State-Change Records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A is presented with outbound call.

ASDR1

3 (Ready)

Agent A rejects call.

ASDR1

4 (Reserved)

Agent B is presented with outbound call.

ASDR2

5 (Talking)

Agent B accepts call.

ASDR3

3 (Ready)

Call ends.

Basic Outbound Call Accepted and Transferred to Another Agent

1. Call is presented to agent A, and agent A accepts the call.

2. System places the call from agent A to the customer.

3. Agent A transfers the call to agent B.

Basic Outbound Call Accepted and Transferred to Another Agent—Call-Related Detail Records

Record

Session ID

Session sequence number

Remarks

CCDR1

100

0

—

ACDR1

100

0

Call result is 1 (voice).

CCDR2

200

0

Consult call from agent A to agent B information.

CCDR3

100

1

Outbound call at agent B information.

ACDR2

100

1

Call result is 20 (transfer).

Basic Outbound Call Accepted and Transferred to Another Agent—Agent State-Change Records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A is presented with outbound call.

ASDR2

5 (Talking)

Agent A accepts call.

ASDR3

3 (Ready)

Agent A transfers call to agent B.

ASDR1

4 (Reserved)

Agent B is presented with outbound call.

ASDR2

5 (Talking)

Agent B on outbound call.

ASDR3

3 (Ready)

Call ends.

Basic Outbound Call Accepted and Transferred to Route Point

1. Call is presented to agent A, and agent A accepts the call.

2. System places the call from agent A to the customer.

3. Agent A transfers the call to a route point.

4. Call reaches a Unified CCX route point, executes a script, and queues for one CSQ.

5. System allocates agent B for the call and rings agent B’s phone, and agent B answers the call.

Basic Outbound Call Accepted and Transferred to Route Point—Call-Related Detail Records

Record

Session ID

Session sequence number

qIndex

Remarks

CCDR1

100

0

—

—

ACDR1

100

0

—

Call result is 1 (voice).

CCDR2

200

0

—

Consult call from agent A to route point information.

CCDR3

100

1

—

Outbound call is queued.

CRDR1

100

1

1

Overall queue information.

CQDR1

100

1

1

Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing).

ACDR1

100

1

1

Agent B and original call information.

Basic Outbound Call Accepted and Transferred to Route Point—Agent State-Change Records

Record

Reason

Remarks

ASDR1

4 (Reserved)

Agent A is presented with outbound call.

ASDR2

5 (Talking)

Agent A accepts call.

ASDR3

3 (Ready)

Agent A transfers call to route point.

ASDR1

4 (Reserved)

Agent B is selected for call.

ASDR2

5 (Talking)

Agent B answers call.

ASDR3

3 (Ready)

Call ends.

Chat Scenarios

- Chat-Related Detail Records Flow

- Chat Contact Unanswered

Chat-Related Detail Records Flow

The following table presents an example of the general flow of detail records for incoming chat contacts.

General Flow of Detail Records for Incoming Chat Contacts

Chat activity

Detail record activity

Contact reaches Unified CCX

Begins TCDR in memory.

Contact is queued to a CSQ

—

Agent is allocated to the contact

Writes ASDR (Busy).

Agent answers and contact is dequeued from CSQ

Collects TCQDR in memory.

Contact disconnects

Collects TACDR, TCCDR. Writes TCCDR, TCDR, TCQDR, TACDR.

Agent leaves Work state

Writes ASDR (Ready).

If the contact drops before agent is connected, TCQDR is collected and written when the contact disconnects.

Chat Contact Unanswered

1. Contact reaches Unified CCX and queues for one or more CSQs.

2. System allocates agent A for the contact and offers the contact to the agent, but agent A does not answer the contact within the configured timeout period.

3. Call goes into queue and is presented to agent B, who answers the call.

Chat Contact Unanswered Scenario—Chat-Related Detail Records

Record

Remarks

Contact is queued to a CSQ

—

Agent is allocated to the contact

Writes ASDR (Busy).

Agent does not accept the contact

Writes ASDR (Not Ready).

Contact is requeued to CSQ

Collects TACDR1.

Contact is allocated to a different agent

Writes ASDR (Busy).

Agent answers and contact is dequeued from the CSQ

Collects TCQDR in memory.

Contact disconnects

Collects TACDR2, TCCDE. Writes TACDR1, TACDR2, TCDR, TCQDR, TCCDR.

Agent leaves Work state

Writes ASDR (Ready).

Preface

- Change History

- About This Guide

- Audience

- Related Documents

- Obtaining Documentation and Submitting a Service Request

- Documentation Feedback

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 11.5(1)

August 2016

About This Guide

The Cisco Unified Contact Center Express Report Developer Guide describes how database records are written for various call, chat and email scenarios in Cisco Unified Contact Center Express (Unified CCX). It describes how to create custom reports on a standalone Cisco Unified Intelligence Center.

Audience

This document is intended for Unified CCX users who use standalone Unified Intelligence Center to create custom reports.

Related Documents

Document or resource

Link

Cisco Unified Contact Center Express Documentation Guide

Click Here

Cisco.com site for Unified CCX documentation

Click Here

Online help files for each report

Available when you generate the report

Comparison of Cisco Agent Desktop or Cisco Supervisor Desktop with Finesse desktops

Click Here

Troubleshooting tips for Unified CCX

Click Here

Cisco.com site for Unified Intelligence Center documentation

Click Here

Cisco.com site for Cisco Finesse documentation

Click Here

Obtaining Documentation and Submitting a Service Request

For information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a service request, and gathering additional information, see What's New in Cisco Product Documentation.

To receive new and revised Cisco technical content directly to your desktop, you can subscribe to the What's New in Cisco Product Documentation RSS feed. RSS feeds are a free service.

Documentation Feedback

To provide your feedback for this document, send an email to:

Click Here

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB's public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental.

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: Click Here . Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R)