Getting Started

Overview

Unified CCX users can access reports using Cisco Unified Intelligence Center and Cisco Finesse. Unified Intelligence Center is a comprehensive, end-to-end reporting solution for Unified CCX. You can access Historical and Live Data reports.

With Unified Intelligence Center, you can complete the following tasks:

  • Create and view Dashboards.

  • Schedule reports to run at selected intervals.

  • Import and export reports and report folders.

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.

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.

Authorized Users

The following user groups can access the reports:

  • Agents—User can access the Live Data agent reports.

  • Supervisors—User can access the Live Data agent and supervisor reports.


    Note
    To access Unified Intelligence Center Live Data reports, the supervisor should be assigned an agent Unified CCX extension.

  • Reporting users—User can access Historical reports and Live Data reports.


Note

  • Live Data reports can only be run by agents, supervisors, and reporting users.

  • For more information on the maximum number of reporting users supported to run Live-Data Reports concurrently on Cisco Unified Intelligence Center, see Live Data Reporting Considerations in Solution Design Guide for Cisco Unified Contact Center Express.

Available Reports

Historical Reports

These reports access past data from the historical data source to display information for the specified period of time. The refresh rate is 30 minutes. Historical reports display 8000 rows at a time.


Note

Cisco Agent Desktop-email reports are no longer available on Unified Intelligence Center. Historical data of the Cisco Agent Desktop-email reports is available in the Unified CCX database. Report templates for accessing this data are located at: https://developer.cisco.com/site/reporting/documentation/

Import these report templates to Unified CCX to run the reports.

Live Data Reports

These reports access current data from the Streaming data source to display information about the current state of the contact center. The refresh rate is 3 seconds.

License-Wise Reports

For information on reports that are available based on the Unified CCX license package, see the "Reporting" section of the Unified CCX administration related guide, located at:

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

Historical Reports

Report Categories

Available Reports

Chat reports

Chat Agent Detail Report

Chat Agent Summary Report

Chat CSQ Activity Report

Chat CSQ Agent Summary Report

Chat Traffic Analysis Report

Email reports

Email Agent Activity Report

Email Contact Detail Report

Email CSQ Activity Report

Email Traffic Analysis Report

Inbound reports

Abandoned Call Detail Activity Report (For FAQ, see Abandoned Call Detail Activity Report.)

Aborted Rejected Call Detail Report

Agent All Fields Report

Agent Call Summary Report (For FAQ, see Agent Call Summary Report.)

Agent Detail Report (For FAQ, see Agent Detail Report.)

Agent Login Logout Activity Report (For FAQ, see Agent Login Logout Activity Report.)

Agent Not Ready Reason Code Summary Report

Agent State Detail Report

Agent State Summary by Agent Report

Agent State Summary by Interval Report

Agent Summary Report (For FAQ, see Agent Summary Report.)

Agent Wrap-up Data Summary Report

Agent Wrap-up Data Detail Report

Call Custom Variables Report (For FAQ, see Call Custom Variables Report.)

Called Number Summary Activity Report

Common Skill CSQ Activity report (For FAQ, see Common Skill CSQ Activity Report.)

Contact Service Queue Activity by CSQ Report (For FAQ, see Contact Service Queue Activity by CSQ Report.)

Contact Service Queue Activity by Window Duration

Contact Service Queue Activity Report (For FAQ, see Contact Service Queue Activity Report.)

Contact Service Queue Activity Report by Interval

Contact Service Queue Activity by Window Duration

Contact Service Queue Call Distribution Summary

Contact Service Queue Priority Summary

Contact Service Queue Service Level Priority Summary Report

CSQ Agent Summary Report

CSQ All Fields Report

Detailed Call by Call CCDR Report (For FAQ, see Detailed Call by Call CCDR Report.)

Detailed Call CSQ Agent Report

Priority Summary Activity Report

Reason Code Report by Agent Grouping

Reason Code Report by Reason Grouping

Traffic Analysis Report (For FAQ, see Traffic Analysis Report.)

Outbound reports

Agent Outbound Campaign Summary Report

Agent Outbound CCDR Report

Agent Outbound Half Hourly Report

IVR Outbound Campaign Summary Report

IVR Outbound Half Hourly Report

IVR Outbound CCDR Report

Outbound Agent Detail Performance Report

Preview Outbound Agent Detail Performance Report

Preview Outbound Campaign Summary Report

System reports

Application Performance Analysis Report (For FAQ, see Application Performance Analysis Report.)

Application Summary Report

License Utilization Hourly Report (For FAQ, see License Utilization Hourly Report.

Multichannel reports

Wrap-Up Reasons for Chat and Email

Multichannel Agent Summary Report

Live Data Reports

Live Data reports present ACD calls, chat, outbound, and email reports. You can access Live Data reports using Unified Intelligence Center or Cisco Finesse.

Live Data Reports on Unified Intelligence Center

The following table lists the available Live Data reports:

Report Categories

Available Reports

Agent

Agent CSQ Statistics Report

Agent State Log Report

Agent Statistics Report

Agent Team Summary Report

Supervisor

Agent Outbound Team Summary Report

Chat Agent Statistics Report

Chat CSQ Summary Report

Email Agent Statistics Report

Email CSQ Summary Report

Team State Report

Team Summary Report

Voice CSQ Summary Report

Live Data Reports on Finesse

Agent and supervisors can access Live Data reports that are configured to be displayed in the gadgets of the desktops. The following are the reports that are displayed in the gadgets:

Users

Reports

Report View

Is the Report Available in Default Layout ?

Tab

Agent

Agent CSQ Statistics Report

Agent CSQ Statistics Report

Yes

Home

Agent

Agent State Log Report

Agent State Log Report

Yes

My Statistics

Agent

Agent Statistics Report

Agent Statistics Report

Yes

My Statistics

Agent

Agent Team Summary Report

Agent Team Summary Report

Yes

Home

Supervisor

Agent Outbound Team Summary Report

Since Midnight

No

Team Data

Supervisor

Agent Outbound Team Summary Report

Short and Long Term Average

No

Team Data

Supervisor

Chat Agent Statistics Report

Chat Agent Statistics Report

No

Team Data

Supervisor

Chat CSQ Summary Report

Chat CSQ Summary Report

No

Queue Data

Supervisor

Email Agent Statistics Report

Since Midnight

No

Team Data

Supervisor

Email CSQ Summary Report

Email CSQ Summary Report

No

Queue Data

Supervisor

Team State Report

Team State Report

No

—

Supervisor

Team Summary Report

Since Midnight

Yes

Team Data

Supervisor

Team Summary Report

Short and Long Term Average

Yes

Team Data

Supervisor

Voice CSQ Summary Report

Voice CSQ Agent Detail Report

Yes

Queue Data

Supervisor

Voice CSQ Summary Report

Snapshot

Yes

Queue Data

Supervisor

Voice CSQ Summary Report

Short and Long Term Average

Yes

Queue Data

Supervisor

Voice CSQ Summary Report

Since Midnight

Yes

Queue Data

For Finesse documentation, see:

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

Start Unified Intelligence Center

Access Unified Intelligence Center only after the administrator completes the post installation tasks for Unified CCX.

Procedure

Step 1

Open a web browser.

Step 2

Use one of these methods to access Unified Intelligence Center:

  1. Enter the URL http://<host address> and click Cisco Unified Contact Center Express Reporting.

  2. Enter the URL http://<host address>:8081/cuic.

  3. Enter the URL https://<host address>:8444/cuic.

Note 
Host address is the DNS name or IP address of the Unified CCX node.
Step 3

Enter your username and password.

Step 4

Click Log In.

Trust Self-Signed Certificate

When you access a server for the first time, follow the below steps to trust a self-signed certificate.

Procedure

Step 1

Start Unified Intelligence Center.

Step 2

Perform the following steps to trust the self-signed certificate:

Option Description

If you use Internet Explorer:

  1. A page appears that states there is a problem with the website's security certificate. Click Continue to this website (not recommended).

    A sign in page opes and a certificate error appears in the address bar of your browser.

  2. Click Certificate Error, and then click View Certificates

    The Certificate dialog box appears.

  3. On the Certificate dialog box, click Install Certificate.

    The Certificate Import Wizard appears.

  4. Click Next.

  5. Select Place all certificates in the following store, and then click Browse.

  6. Select Trusted Root Certification Authorities, and then click OK.

  7. Click Next.

  8. Click Finish.

  9. If a Security Warning dialog box appears that asks if you want to install the certificate, click Yes.

    A Certificate Import dialog box that states the import was successful appears.

  10. Click OK.

  11. Enter your credentials, and then click Sign In.

If you use Firefox:

  1. A page appears that states this connection is untrusted.

  2. Click I Understand the Risks, and then click Add Exception.

  3. On the Add Security Exception dialog box, ensure the Permanently store this exception check box is checked.

  4. Click Confirm Security Exception.

    The page that states this connection is untrusted automatically closes.

  5. Enter your credentials, and then click Sign In.

View Cisco Unified Intelligence Center Help

In Cisco Unified Intelligence Center, two types of help are available:

  • Application-specific help: This help content explains how to use Unified Intelligence Center in general.

  • Report-specific help/Template help: This help content explains how to use the report. The help can describe the fields or provide details of the relationship between the fields, or it can explain how to interpret the data in the report. This help is available only if it has been created for the report.

    For more information on how to add the template help to report, see Add Template Help section.

Get Help on Cisco Unified Intelligence Center

  • Click the Online Help button on the home page to access the help window for Cisco Unified Intelligence Center.

Get Help on a Report

To get help on a report, perform the following steps

Procedure

Step 1

From the Reports page, click the required report to open the report in the run mode.

Step 2

Click the Online Help icon in the report toolbar.

The report template help appears in a new browser window.

You can configure template help for the report from the Reports page > Add Help. For more information, see Add Template Help section.