Cisco Customer Collaboration

Technical Partner Summit 2012

UCCX Reporting Overview

Abu Hadee
CBABU Solutions Success Engineer
May 9, 2012

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 Reporting Overview
Real-Time Reporting
Historical Reporting
Historical Reporting Data Collection

Discussion

What is Next Live Demo

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 Real-Time Reports
for Supervisor:
CSQ/Agent Stats

CCX (Standby)

CCX (Primary) Supervisor Desktop Real-Time Reports

for System Admin:
System Resources,
Contacts

Reporting
DB
Reporting
System Monitoring
DB

Historical Reports on
Contacts, Applications,
CSQs, Agents

Historical Reporting Client

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 Using Real-Time Reports to Manage Agent Performance

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CSQ Tree
(Skill Group)

Threshold Alert
(Enh, Prem)

Graphic Data
(Prem)

Agent Tree

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 Agent Active
Call

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 For each report, configure
Columns: which columns to display in what order
Graphical displays: bar chart, pie chart
Data refresh rate

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 View real-time reports on iPhone or iPod Touch
Dynamically respond to changing situations from any
location
Free download from Apple AppStore
Apple iPhone 3G or iPod Touch running iPhone OS
2.0 or later

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 Using Real-Time Reports To Manage System Resources

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 All Apps Loaded
on Server

Active Apps

Summary Actvity
of All Apps

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 Polling interval
Configurable: from 3 sec to 3 min

Resetting statistics
All statistics reset at 12 AM (default)
Manual reset at anytime

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 Historical Reporting
Client

How to View, Sort, Filter, and Schedule Historical Reports?

Cisco Confidential 16
 Supporting multiple time zones for report data

Migrating to IBM Informix Dynamic Server

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 HR Client GUI

Report task

Report
description

Report listing

Report start/end
time

View or Schedule

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 User can select UTC time or local time

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 Manipulating Report Output
Toggle Group Help for this
Tree Report

Export:
PDF, csv,
Excel, txt, XML

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Common Filters:
Agent
CSQ
Team
Skill

Filter by Agent
Selected Agents
Appear on Report

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 Schedule

Report
Name

Create a
Export to Schedule
Printer / File

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 Managing agent performance

Evaluating customer experience

Drilling down to contact details

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 Who Is Your Spotlight Agent?

Who has the highest call handle ratio?

Who is selling hard with longest talk

time?
How long is everyone logged in?

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 How Long Did Customer Wait in Queue?

Which CSQ has the highest %

of service level met? (performance metric)
Which CSQ has least % of calls abandoned?

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 Troubleshooting a Specific Call

Which CSQ handled the call coming in

around 11:15 AM?
How long was it queued?

Which agent answered the call?

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 40 historical reports in 14 languages

Detailed/summary reports on:

Contacts
Applications
CSQs
Agent activities
Voice
Email
Outbound preview dialer
Agent states
OB IVR reports

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 Which Reports
Display Calls
Dequeued?

How Is ASA
Calculated?

What is %
Service Level
Met?

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 Search for Calls Handled,
and Get a List of Reports
Which Display that Field

Get Detailed Description

for Each Report,
Each Field
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 How Is Data Stored in Database?

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 Data overview
Contact data tables
Agent data tables

Example call flows

Basic ACD call

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 Each call has one or more CCDRs
Contact Call Each call has a unique session ID
Detail Record
(CCDR) A call has multiple segments on transfer or redirect
Disposition on contact level: handled, abandoned,
rejected, aborted

Contact Routing Each call has zero or more CRDRs

Detail Record
End-to-end queue time as experienced by
(CRDR)
customer

Each call has zero or more CQDRs

Contact Queue
Detail Record Queue time, service level for each CSQ
(CQDR) Disposition on CSQ level: handled, abandoned,
dequeued, handled by another CSQ
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 Each call has zero or more ACDRs
Agent Connection
Detail Record A record is produced when an ACD call rings
(ACDR) at an agent
An ACD call executes a Select Resource step

A record is produced when agent changes

Agent State
state (login, logout, ready, not ready,
Detail Record
reserved, talking, work)
(ASDR)
Reason code for not ready, logout

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 CCX Server

2
1

3 Agent Desktop

4, 5 Reporting
DB

Call Operation Data Collection Action

1. Call placed to route point Begin CCDR

2. Executing Select Resource step Begin CRDR, CQDR

3. Agent phone ringing Begin ACDR

4. Terminating call; agent going to work state Write CRDR, CQDR

5. Agent leaving work state Write CCDR, ACDR

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 Tom calls route point (1-800 number)

Call is queued for Tech Support queue

Tom is connected to agent Mary

Call is terminated

Record sessionID sessionSeqNum

CCDR 100 0

CRDR 100 0

CQDR 100 0

ACDR 100 0

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 CCX Support Center
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products
_support_series_home.html

Supervisor Desktop User Guide

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_
center/crs/express_8_0/user/guide/csd80ccxug-cm.pdf

Administration Guide (real-time reporting)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_
center/crs/express_8_0/configuration/guide/uccx801ag.pdf

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 Historical Reports User Guide
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact
_center/crs/express_8_0/user/guide/uccx801HRug.pdf

Historical Reporting Administrator and Developer Guide

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact
_center/crs/express_8_0/programming/guide/uccx80hradm.pdf

Database Schema Guide

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact
_center/crs/express_8_0/user/guide/uccx801dbschema.pdf

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 TOI VoDs
RT-Lite Historical Reporting TOI
https://www.myciscocommunity.com/videos/4312
Database Enhancements TOI
https://www.myciscocommunity.com/videos/4494
Historical Reporting Client TOI
https://www.myciscocommunity.com/videos/4266

All videos
https://www.myciscocommunity.com/community/partner/collaboration/co
ntactcenter?view=video

Mailer: ask-crs-reporting@cisco.com, ipcc-express-pm@cisco.com

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Cisco Partner Community for Contact Center
Cisco Unified Contact Center Express
https://www.myciscocommunity.com/community/partner/collaboration/contactcenter

Cisco CCX Ignite Program

Product and Competitive Resources
http://www.cisco.com/web/partners/sell/technology/ipc/announcements/ccx_ignite.html

Cisco Collaboration Breakaway Program

Sales, Marketing, and Customer Engagement Tools Resources
www.cisco.com/web/partners/sell/technology/ipc/announcements/breakaway_competitive_
migration.html

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Thank you.