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Cisco Unified Contact Center Express 7.

0(1) Historical Reporting Administrator and Developer Guide
Cisco Unified Contact Center Express and Cisco Unified IP IVR August 2008
Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883

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. CCDE, CCENT, Cisco Eos, Cisco Lumin, Cisco Nexus, Cisco StadiumVision, Cisco TelePresence, the Cisco logo, DCE, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn and Cisco Store are service marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, iQuick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website 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. (0807R) Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide, Release 7.0(1) Copyright © 2008 Cisco Systems, Inc. All rights reserved.

CONTENTS
Preface i Overview i Audience i Organization ii Related Documentation iii Obtaining Documentation, Obtaining Support, and Security Guidelines iii Documentation Feedback iii
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CHAPTER

Overview of Historical Reports 1-1 Historical Reports Query Designs 2-1 Conventions Used in this Chapter 2-3 Abandoned Call Detail Activity Report 2-4 Aborted and Rejected Call Detail Report 2-6 Agent Call Summary Report 2-9 Agent Detail Report 2-16 Agent Login Logout Activity Report 2-21 Agent Not Ready Reason Code Summary Report 2-24 Agent State Detail Report 2-30 Agent State Summary Report (by Agent) and Agent State Summary Report (by Interval) 2-34 Agent Summary Report 2-43

CHAPTER

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Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide, Release 7.0(1)

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Contents

Agent Wrap-Up Data Detail Report 2-50 Agent Wrap-Up Data Summary Report 2-54 Application Performance Analysis Report 2-55 Application Summary Report 2-56 Call Custom Variables Report 2-59 Called Number Summary Activity Report 2-64 Common Skill Contact Service Queue Activity Report (by Interval) 2-65 Contact Service Queue Activity Report 2-68 Contact Service Queue Activity Report (by CSQ) and Contact Service Queue Activity Report (by Interval) 2-75 Contact Service Queue Call Distribution Summary Report 2-79 Contact Service Queue Priority Summary Report 2-85 Contact Service Queue Service Level Priority Summary Report 2-87 CSQ-Agent Summary Report 2-89 Detailed Call by Call CCDR Report 2-92 Detailed Call, CSQ, Agent Report 2-96 Multichannel Agent Contact Summary Report 2-100 Multichannel Agent Login Logout Activity Report 2-101 Multichannel CSQ Activity Report 2-101 Outbound Agent Detail Performance Report 2-102 Outbound Campaign Summary Report 2-105 Priority Summary Activity Report 2-108 Remote Monitoring Detail Report 2-110 Traffic Analysis Report 2-113 Email Agent Activity Report 2-114 Email Contact Service Queue Activity Report 2-116 Email Contact Service Queue Agent Activity Report 2-118

Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide, Release 7.0(1)

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0(1) iii .Contents Email Inbox Traffic Analysis Report 2-120 Email Response Detail Report 2-121 3 CHAPTER Writing Database Records 3-1 Flow of Call-Related Detail Records 3-2 Call Scenarios 3-2 Basic ACD Call Scenario—Call Queues for One CSQ 3-3 Basic ACD Call Scenario—Call Queues for Two CSQs 3-4 Basic ACD Call Scenario—Wrap Up 3-5 Basic Agent Based Routing Call Scenario 3-6 Transfer to Route Point Scenario 3-7 Conference to Agent Scenario 3-8 Workflow Redirect to Route Point Scenario 3-9 ACD Call Unanswered Scenario 3-10 Agent to Agent Non-ACD Call Scenario 3-11 Agent to Agent Non-ACD Call Transfer Scenario 3-12 Agent to Agent Non-ACD Call Conference Scenario 3-13 ACD Call Blind Transfer Scenario 3-14 Agent Places Consult Call then Resumes Call Scenario 3-15 Agent Consults Agent then Resumes Call Scenario 3-16 Basic Outbound Call Scenario—Call Accepted 3-18 Basic Outbound Call Scenario—Call Rejected then Accepted 3-18 Basic Outbound Call Scenario—Call Accepted and Transferred to Other Agent 3-19 Basic Outbound Call Scenario—Call Accepted and Transferred to Route Point 3-20 Flow of Email-Related Detail Records 3-22 Email Scenarios 3-23 Basic Incoming Email with a Response Sent 3-23 Email Re-queued 3-24 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.

0(1) iv . Release 7.Contents Email Transferred to Different CSQ 3-25 4 CHAPTER Sharing Cisco Unified CCX Historical Reports on the Web 4-1 Exporting Historical Data to a Data Warehouse 5-1 Exporting Data when the Cisco Unified CCX Database and the Data Warehouse use Microsoft SQL Server 2000 5-2 Exporting Data when the Cisco Unified CCX Database uses MSDE 5-8 Exporting Data when the Data Warehouse does not use Microsoft SQL Server 2000 5-10 Exporting Data when Cisco Unified CCX Data Exists in the Data Warehouse 5-11 CHAPTER 5 CHAPTER 6 Creating Custom Historical Reports for Cisco Unified CCX 6-1 Creating a Report 6-2 Before you Begin 6-2 Creating a Report using Crystal Reports Version 11 6-3 Creating a Report Definition File 6-10 Updating the Reports Catalog File 6-17 Troubleshooting 6-18 New Report Does Not Appear on the Report Type Drop-Down List 6-18 Generating a Custom Report Fails with "Invalid name" Error 6-19 CHAPTER 7 Frequently Asked Questions 7-1 Abandoned Call Detail Activity Report 7-2 Agent Call Summary Report 7-4 Agent Detail Report 7-4 Agent Login Logout Activity Report 7-5 Agent Summary Report 7-5 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

Contents Application Performance Analysis Report 7-7 Call Custom Variables Report 7-7 Common Skill Contact Service Queue Activity Report 7-8 Contact Service Queue Activity Report 7-9 Contact Service Queue Activity Report (by CSQ) 7-10 Detailed Call by Call CCDR Report 7-12 Traffic Analysis Report 7-13 Data Reconciliation Among Reports 7-14 Availability of Reporting Data 7-18 General 7-22 INDEX Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.0(1) v .

0(1) vi .Contents Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.

It also describes how database records are written for various call scenarios. For example. 1.0(1) i . operation. Release 7. platforms.Preface Overview Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. effective Cisco Unified CCX 7. Cisco CRS Engine will be known as Cisco Unified CCX Engine.0(1) and later. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. how to export data to a data warehouse. This name is applicable to all Cisco CRS products. and how to create custom reports. Cisco Customer Response Solutions (Cisco CRS) will be known as Cisco Unified Contact Center Express (Cisco Unified CCX). and solutions. In addition. this manual provides answers to a variety of frequently asked questions. Audience This guide is intended for readers who are familiar with database design. engines. how to share historical reports on the web.0(1) explains how the queries are designed for the Cisco Unified Contact Center Express1 (Cisco Unified CCX) historical reports. and terminology. The information in this manual is designed to help you best understand the Cisco Unified CCX historical reports and to assist you if you want to create your own custom reports. Release 7.

“Frequently Asked Questions” Provides answers to frequently asked questions about historical reports and the data in reports Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. “Historical Reports Query Designs” Lists the basic historical reports and the 277 report types that you can create Explains how the information in each field in each Cisco Unified CCX historical report is obtained or calculated and explains how the filter parameters for a report obtain data Explains how database records are written for sample call flows Explains how you can make Cisco Unified CCX historical reports available to users over the web Explains how to export Cisco Unified CCX historical reports data to your own data warehouse Chapter 3. “Creating Custom Describes how to create your own Historical Reports for Cisco Unified Cisco Unified CCX historical reports and add them to the Report Type drop-down CCX” list on the Cisco Unified CCX Historical Reports main window Chapter 7.Preface Organization Organization This manual is organized as follows: Chapter 1. “Writing Database Records” Chapter 4. Release 7. “Exporting Historical Data to a Data Warehouse” Chapter 6. “Sharing Cisco Unified CCX Historical Reports on the Web” Chapter 5.0(1) ii . “Overview of Historical Reports” Chapter 2.

Preface Related Documentation Related Documentation For additional information related to Cisco Unified CCX historical reporting.html Documentation Feedback You can provide comments about this document by sending email to the following address: ccbu_docfeedback@cisco. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Obtaining Support. Release 7. refer to the following documents.cisco. which are available at this URL: http://www.com/en/US/products/sw/custcosw/ps1846/tsd_products_ support_series_home. security guidelines. at: http://www. obtaining support. and Security Guidelines For information on obtaining documentation.0(1) iii .cisco. which also lists all new and revised Cisco technical documentation.com/en/US/docs/general/whatsnew/whatsnew. and also recommended aliases and general Cisco documents.html • • Cisco Unified Contact Center Express Historical Reports User Guide Cisco Unified Contact Center Express Database Schema Obtaining Documentation. see the monthly What’s New in Cisco Product Documentation.com We appreciate your comments.

Release 7.Preface Documentation Feedback Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) iv .

Table 1-1 shows the various report types that you can create from the basic reports.0(1) 1-1 . refer to Cisco Unified Contact Center Express Historical Reports User Guide. For information about creating these historical reports. which further expand the reporting capabilities of the system. It also shows the charts that you can include. Release 7.CH A P T E R 1 Overview of Historical Reports The Cisco Unified CCX Historical Reports system provides you with complete and comprehensive information about the call activities of your Cisco Unified CCX system. Historical reports are designed with the flexibility to let you obtain the specific information that you need. you can create up to 150 reports that contain relevant and detailed information. you can create up to 211 separate reports. By adding charts. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Using filters provided with most of the basic historical reports.

Outbound Calls by Agent Average Talk.0(1) 1-2 . Maximum Call Time for Outbound Calls Total Talk Time. Hold Time. Hold. Release 7. Work Time by Agent • • Agent Detail Report • • • • • All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s) Selected Call Type(s) All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s) • Agent Login Logout Activity Report • • • • • Total Logged-in Time for Each Agent Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Work Time for Inbound ACD Average.Chapter 1 Overview of Historical Reports Table 1-1 Cisco Unified CCX Historical Reports Basic Report Abandoned Call Detail Activity Report Aborted and Rejected Call Detail Report Report Types • Charts • Abandoned Call Detail Activity Calls Abandoned Each Day by Final Call Priority Total Calls by Contact Disposition • • • Both Aborted Calls and Rejected Calls Aborted Calls Only Rejected Calls Only All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s) • Agent Call Summary Report • • • • • Total Inbound.

0(1) 1-3 .Chapter 1 Overview of Historical Reports Table 1-1 Cisco Unified CCX Historical Reports (continued) Basic Report Agent Not Ready Reason Code Summary Report Report Types • • • • • • • • • • • • • • • Charts • All Agents or Selected Agent(s) All/Selected Agents Half-Hourly All/Selected Agents Hourly Selected Resource Group(s) Selected Resource Group(s) Half-Hourly Selected Resource Group(s) Hourly Selected Skill Selected Skill(s) Half-Hourly Selected Skill(s) Hourly Selected Team(s) Selected Team(s) Half-Hourly Selected Team(s) Hourly Selected Reason Code(s) Selected Reason Code(s) Half-Hourly Selected Reason Code(s) Hourly All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s) Total Not Ready Time by Agent and Reason Code Agent State Detail Report • • • • • Agent State Duration by Agent Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.

0(1) 1-4 . Release 7.Chapter 1 Overview of Historical Reports Table 1-1 Cisco Unified CCX Historical Reports (continued) Basic Report Agent State Summary Report (by Agent) Report Types • • • • • • • • • • • • Charts • All Agents or Selected Agent(s) All/Selected Agents Half-Hourly All/Selected Agents Hourly Selected Resource Group(s) Selected Resource Group(s) Half-Hourly Selected Resource Group(s) Hourly Selected Skill(s) Selected Skill(s) Half-Hourly Selected Skill(s) Hourly Selected Team(s) Selected Team(s) Half-Hourly Selected Team(s) Hourly All Agents or Selected Agent(s) All/Selected Agents Half-Hourly All/Selected Agents Hourly Selected Resource Group(s) Selected Resource Group(s) Half-Hourly Selected Resource Group(s) Hourly Selected Skill(s) Selected Skill(s) Half-Hourly Selected Skill(s) Hourly Selected Team(s) Selected Team(s) Half-Hourly Selected Team(s) Hourly Time Spent in Agent State by Agent Agent State Summary Report (by Interval) • • • • • • • • • • • • • Time Spent in Agent State by Interval Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

Hold Time. Release 7.Chapter 1 Overview of Historical Reports Table 1-1 Cisco Unified CCX Historical Reports (continued) Basic Report Agent Summary Report Report Types • • • • • • • • • • • • • • Charts • • • All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s) Top N Agents Ranked by Call Handle Ratio Bottom N Agents Ranked by Call Handle Ratio Top N Agents Ranked by Average Hold Time Bottom N Agents Ranked by Average Hold Time Top N Agents Ranked by Average Talk Time Bottom N Agents Ranked by Average Talk Time Top N Agents Ranked by Average Work Time Bottom N Agents Ranked by Average Work Time Top N Agents Ranked by Average Handle Time Bottom N Agents Ranked by Average Handle Time All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s) Wrap-Up Data Call Handle Ratio by Agent Total Calls Handled by Agent Average Talk Time.0(1) 1-5 . Talk. Work Time by Wrap-up Data Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Work Time by Agent Agent Wrap-Up Data Detail Report • • • • • Total Calls by Agent and Wrap-up Data Agent Wrap-Up Data Summary Report • • • Total ACD Calls by Wrap-up Data Average Handle.

Release 7.0(1) 1-6 . Calls Abandoned by Application Average Call Duration by Application Calls Presented by Application • • Application Summary Report • Application Summary • Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 1 Overview of Historical Reports Table 1-1 Cisco Unified CCX Historical Reports (continued) Basic Report Application Performance Analysis Report Report Types • Charts • Application Performance Analysis Total Incoming Calls by Application Calls Handled vs.

0(1) 1-7 .Chapter 1 Overview of Historical Reports Table 1-1 Cisco Unified CCX Historical Reports (continued) Basic Report Call Custom Variables Report Report Types • • • • • • • • • • • • • • • • • • Charts — All Selected Original Called Number(s) Selected Called Number(s) Selected Calling Number(s) Selected Application Name(s) Selected Contact Type(s) Selected Originator Type(s) Selected Destination Type(s) Call Duration >= T Seconds Call Duration <= T Seconds Custom Variable 1 Containing Specified String(s) or Substring(s) Custom Variable 2 Containing Specified String(s) or Substring(s) Custom Variable 3 Containing Specified String(s) or Substring(s) Custom Variable 4 Containing Specified String(s) or Substring(s) Custom Variable 5 Containing Specified String(s) or Substring(s) Custom Variable 6 Containing Specified String(s) or Substring(s) Custom Variable 7 Containing Specified String(s) or Substring(s) Custom Variable 8 Containing Specified String(s) or Substring(s) Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.

Release 7. Abandoned.Chapter 1 Overview of Historical Reports Table 1-1 Cisco Unified CCX Historical Reports (continued) Basic Report Call Custom Variables Report (continued) Report Types • • • Charts Custom Variable 9 Containing Specified String(s) or Substring(s) Custom Variable 10 Containing Specified String(s) or Substring(s) Any Custom Variable Containing Specified String(s) or Substring(s) Called Number Summary Activity • • Called Number Summary Activity Report • Total Calls by Called Number Average Call Duration by Called Number Calls Handled and Calls Abandoned by Interval Max Queue Time for Calls Presented by CSQ Average Speed of Answer by CSQ Average Handle Time by CSQ Average Time to Abandon by CSQ Average Time to Dequeue by CSQ Calls Handled. and Dequeued by CSQ Total Calls that Met Service Level by CSQ Common Skill Contact Service Queue Activity Report (by Interval) Contact Service Queue Activity Report • • • • • • All CSQs or Selected CSQ(s) Half-Hourly Hourly All CSQs or Selected CSQ(s) Resource Group(s) (CSQs configured based on resources) Skill Group(s) (CSQs configured based on skills) • • • • • • Contact Service Queue Activity Report (by CSQ) • • • All CSQs or Selected CSQ(s) Half-Hourly Hourly • • Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 1-8 .

Abandoned.Chapter 1 Overview of Historical Reports Table 1-1 Cisco Unified CCX Historical Reports (continued) Basic Report Contact Service Queue Activity Report (by Interval) Report Types • • • Charts • All CSQs or Selected CSQ(s) Half-Hourly Hourly Calls Handled. and Dequeued by Interval Total Calls that Met Service Level by Interval Total Calls Handled by Time Interval and CSQ Total Calls Abandoned by Time Interval and CSQ Total Calls Presented by CSQ and Call Priority Total Calls that Met Service Level Percentage of Calls that Met Service Level Calls Handled by CSQ and Agent • Contact Service Queue Call Distribution Summary Report • All CSQs or Selected CSQ(s) • • Contact Service Queue Priority Summary Report Contact Service Queue Service Level Priority Summary Report • Contact Service Queue Priority Summary • • Contact Service Queue Service Level Priority Summary • • CSQ–Agent Summary Report • All CSQs or Selected CSQ(s) • Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.0(1) 1-9 .

Release 7.Chapter 1 Overview of Historical Reports Table 1-1 Cisco Unified CCX Historical Reports (continued) Basic Report Detailed Call by Call CCDR Report Report Types • • • • • • • • • • Charts • • All Selected Original Called Number(s) Selected Called Number(s) Selected Calling Number(s) Selected Application Name(s) Selected Contact Type(s) Selected Originator Type(s) Selected Destination Type(s) Call Duration >= T Seconds Call Duration <= T Seconds All Selected Called Number(s) Selected Calling Number(s) Selected Application Name(s) Selected Contact Type(s) Selected Originator Type(s) Selected Destination Type(s) Call Duration >= T Seconds Call Duration <= T Seconds Selected Agent(s) Selected CSQ(s) Number of Calls by Contact Disposition Number of Calls by Originator Type Detailed Call.0(1) 1-10 . Agent Report • • • • • • • • • • • • Total Calls by Called Number Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. CSQ.

page 2-93 • • • • • All Selected Resource Group(s) Selected Agent(s) Selected Skill(s) Selected Team(s) All Selected CSQ(s) Total Calls Presented • Multichannel CSQ Activity Report. page 2-93 Report Types • • • • Charts • • All Selected Resource Group(s) Selected Skill(s) Selected Team(s) Total Inbound Calls by Agent Average Talk.0(1) 1-11 .Chapter 1 Overview of Historical Reports Table 1-1 Cisco Unified CCX Historical Reports (continued) Basic Report Multichannel Agent Contact Summary Report. Maximum Call Time for Outbound Calls Total Logged-In Time for Each Agent • Multichannel Agent Login Logout Activity Report. page 2-93 • • • • Max Queue Time for Contacts Presented by CSQ Max Queue Time for Emails Presented by CSQ Max Queue Time for Chats Presented by CSQ Average Speed of Answer by CSQ Average Handle Time by CSQ Average Time to Abandon by CSQ Average Time to Dequeue by CSQ • • • • • • Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7. Work Time for Inbound ACD Average. Hole.

Chapter 1 Overview of Historical Reports Table 1-1 Cisco Unified CCX Historical Reports (continued) Basic Report Outbound Agent Detail Performance Report Report Types • • • • • Charts • Selected Campaigns All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s) Campaign Name Calls Accepted by Campaign and Agent Outbound Campaign Summary Report Priority Summary Activity Report Remote Monitoring Detail Report • • Calls Accepted. Release 7. Rejected. Closed by Campaign Total Calls by Call Priority Total Duration by User ID Average Wait Time by User ID Total Incoming Calls by Date Peak Calls by Date Average Call Duration by Date - • • All or Selected Call Priority Level(s) Remote Monitoring Detail • • • Traffic Analysis Report • Traffic Analysis • • • Email Agent Activity Report Email Contact Service Queue Activity Report Email Contact Service Queue Agent Activity Report Email Inbox Traffic Analysis Report Email Response Detail Report • • • All Agents or Selected Agent(s) All CSQs or Selected CSQ(s) All CSQs or Selected CSQ(s) • • • All email addresses or Selected email address(es) All CSQs or Selected CSQ(s) All Agents or Selected Agent(s) - Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 1-12 .

page 2-55 Application Summary Report.CH A P T E R 2 Historical Reports Query Designs This chapter explains how the information in each field in each Cisco Unified CCX historical report is obtained or calculated. page 2-16 Agent Login Logout Activity Report. page 2-54 Application Performance Analysis Report. page 2-4 Aborted and Rejected Call Detail Report. page 2-43 Agent Wrap-Up Data Detail Report. page 2-21 Agent Not Ready Reason Code Summary Report. page 2-30 Agent State Summary Report (by Agent) and Agent State Summary Report (by Interval). page 2-6 Agent Call Summary Report. This chapter includes the following topics: • • • • • • • • • • • • • • • Conventions Used in this Chapter.0(1) 2-1 . Release 7. page 2-24 Agent State Detail Report. page 2-59 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. page 2-50 Agent Wrap-Up Data Summary Report. page 2-3 Abandoned Call Detail Activity Report. It also describes how the filter parameters for a report obtain data. page 2-34 Agent Summary Report. page 2-9 Agent Detail Report. page 2-56 Call Custom Variables Report.

page 2-79 Contact Service Queue Priority Summary Report. page 2-92 Detailed Call. page 2-116 Email Contact Service Queue Agent Activity Report. page 2-68 Contact Service Queue Activity Report (by CSQ) and Contact Service Queue Activity Report (by Interval). page 2-100 Multichannel Agent Login Logout Activity Report. page 2-114 Email Contact Service Queue Activity Report. page 2-105 Priority Summary Activity Report. page 2-113 Email Agent Activity Report. page 2-87 CSQ-Agent Summary Report.Chapter 2 Historical Reports Query Designs • • • • • • • • • • • • • • • • • • • • • • • Called Number Summary Activity Report. page 2-102 Outbound Campaign Summary Report. page 2-108 Remote Monitoring Detail Report. page 2-118 Email Inbox Traffic Analysis Report. page 2-96 Multichannel Agent Contact Summary Report. CSQ. page 2-85 Contact Service Queue Service Level Priority Summary Report. page 2-64 Common Skill Contact Service Queue Activity Report (by Interval). page 2-101 Multichannel CSQ Activity Report. page 2-65 Contact Service Queue Activity Report. page 2-121 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 2-2 . page 2-120 Email Response Detail Report. Release 7. page 2-101 Outbound Agent Detail Performance Report. page 2-89 Detailed Call by Call CCDR Report. Agent Report. page 2-110 Traffic Analysis Report. page 2-75 Contact Service Queue Call Distribution Summary Report.

Release 7. refer to Cisco Unified Contact Center Express Database Schema. Table 2-1 lists the database tables that this chapter refers to and shows the abbreviations that are used. • Database table names—Explanations of report fields in this chapter refer to various Cisco Unified CCX database tables. these explanations use abbreviations for database table names. For detailed information about the Cisco Unified CCX database tables.0(1) 2-3 . Table 2-1 Cisco Unified CCX Database Tables Database Table Name AgentConnectionDetail AgentStateDetail Campaign ContactCallDetail ContactQueueDetail ContactRoutingDetail ContactServiceQueue DialingList MonitoredResourceDetail RemoteMonitoringDetail Resource ResourceGroup ResourceSkillMapping Skill SkillGroup EEMContactEmailDetail EEMQueueAgentDetail EEMEmailAgentStateDetail Abbreviation Used in this Chapter ACD ASD — CCD CQD CRD CSQU — MRD RMD — RG RSM — SG EEMCED EEMQAD EEMEASD Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. In some cases.Chapter 2 Historical Reports Query Designs Conventions Used in this Chapter Conventions Used in this Chapter The following conventions are used in this chapter.

field where table is the name or abbreviation of the database table (see Table 2-1) and field is the name of the field. see the “Conventions Used in this Chapter” section on page 2-3.calledNumber. Table 2-2 Abandoned Call Detail Activity Report Query Design Field Call Start Time Called Number Call ANI Explanation Obtained from CCD.resourceID.resourceID means the resourceID field in the Resource table • Report field names—In an explanation of a report field. and CCD.startDateTime. An abandoned call is a call for which CCD.originatorDN. For information about the database table names and field names that are shown in this section. For IVR calls. Obtained from CCD. this field is set to the extension of the originating agent as follows: join CCD. For example. Table 2-2 shows how the information in the Abandoned Call Detail Activity Report is obtained or calculated.originatorID with Resource.0(1) 2-4 . For ACD calls.contactDisposition is set to 1 (abandoned). Release 7.skillGroupID means the skillGroupID field in the ContactServiceQueue table – Resource. a report field name in bold type indicates that field in the same report. Abandoned Call Detail Activity Report The Abandoned Call Detail Activity Report contains one row per abandoned call.extension. – CSQU. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 2 Abandoned Call Detail Activity Report Historical Reports Query Designs • Database table fields—Explanations in this chapter specify fields in the Cisco Unified CCX database tables as follows: table. obtained from CCD.profileID with Resource.profileID to obtain Resource.

targetID with CSQ. Join CQD. and CQD. In this case. CRD.skillID with Skill. In this case.resourceName. Note A call may be abandoned without being presented to any CSQ. nodeID. and profileID.recordID.csqName. Note This Call Skills field will be blank for a call that is abandoned without being presented to a CSQ and for a call that is abandoned after it is presented a resource-based CSQ. Additional search criteria are CCD. Join CQD. which is stored in Resource. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. and profileID. Note Call Abandon Time Obtained from CCD. Note A call may be abandoned without being presented to any agent. Release 7.profileID to obtain CSQ name. nodeID.skillID. sessionSeqNum.skillGroupID with SG. Agent Name Join CCD and ACD on sessionID. nodeID. Note A call may be abandoned without being assigned a call priority.targetID with CSQU. which is stored in CSQ.origPriority will be blank and this Initial Call Priority field will show “n/a. sessionSeqNum.skillGroupID to obtain SG.recordID.targetType is 0 (CSQ type). CRD. A call may be abandoned without being assigned a call priority. sessionSeqNum.Chapter 2 Historical Reports Query Designs Abandoned Call Detail Activity Report Table 2-2 Abandoned Call Detail Activity Report Query Design (continued) Field Initial Call Priority Explanation Join CCD and CRD on sessionID.profileID to obtain CSQU.skillName.contactDisposition is 1 (abandoned).disposition is 1 (abandoned) or 3 (dequeued).” Call Routed CSQ Join CCD and CQD on sessionID. this Agent Name field will be blank.skillGroupID. this Call Routed CSQ field will be blank. The CSQ information is stored in CQD.endDateTime. and profileID.0(1) 2-5 .skillID to obtain the list of call skills. nodeID and profileID to include only calls with CCD.profileID with CSQ. In this case. and CQD.profileID with CSQU.finalPriority will be blank and this Final Call Priority field will show “n/a. and join CQD.contactDisposition set to 1 (abandoned). which is stored in Skill. CQD. Call Skills This field shows the list of skills that belong to the CSQ shown in Call Routed CSQ. Join ACD and Resource on resourceID and profileID to obtain the name of the agent who was presented with the call. Join CSQU.targetID. Join SG. In this case.” Final Call Priority Join CCD and CRD on sessionID. sessionSeqNum.

the maximum number of CTI ports is reached). this field displays Aborted.sessionID.contactDisposition. If CCD. this field displays Rejected. Table 2-4 explains how the Aborted and Rejected Call Detail Report filter parameter obtains data. If CCD. Obtained from CCD.nodeID.contactDisposition is 5 or greater.contactType.0(1) 2-6 .contactDisposition is 4. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 2 Aborted and Rejected Call Detail Report Historical Reports Query Designs Aborted and Rejected Call Detail Report The Aborted and Rejected Call Detail Report provides detailed information about each call that is aborted or rejected by the system. Obtained from CCD. Obtained from CCD.sessionSeqNum. For information about the database table names and field names that are shown in this section. see the “Conventions Used in this Chapter” section on page 2-3. Obtained from CCD.endDateTime. Release 7.startDateTime. A call is aborted if an exception occurs in the workflow that is processing a call. Table 2-3 shows how the information in the Aborted and Rejected Call Detail Report is obtained or calculated. Obtained from CCD. Obtained from CCD. Table 2-3 Aborted and Rejected Call Detail Report Query Design Field Node ID Session ID Sequence No Call Start Time Call End Time Contact Type Contact Disposition Explanation Obtained from CCD. A call is rejected if system resources reach maximum capacity (for example.

For rejected calls. CCD.dispositionReason. and this field displays the value stored in CCD. and this field displays the text according to the following mapping: 5—Reject: No Trigger 6—Reject: Channels Not Ready 7—Reject: Trigger Timeout 8—Reject: Channels Busy 9—Reject: No Channel License 10—Reject: Remote Timeout 11—Reject: Software Error 12—Reject: Trigger Max Session 13—Reject: Trigger Failed 14—Reject: Setup Timeout 15—Reject: Setup Failed 16—Reject: Resource Invalid 17—Reject: Resource Not Acknowledging 18—Reject: Resource Busy 19—Reject: Contact Not Offered 20—Reject: Internal Error 21—Reject: Contact Rejected in Script 22—Reject: Agent reject Outbound call 23—Reject: Agent Skipped Outbound Call Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 2-7 .contactDisposition is 5 or greater. CCD. Release 7.contactDisposition is 4.Chapter 2 Historical Reports Query Designs Aborted and Rejected Call Detail Report Table 2-3 Aborted and Rejected Call Detail Report Query Design (continued) Field (continued) Abort/Reject Reason Explanation For aborted calls.

Note The event occurred when the campaign got disabled.resourceID.calledNumber.resourceID.destinationID with Resource.profileID with CQD. Destination DN Obtained from CCD. which is stored in CSQ.originatorType is 1 (agent type).Chapter 2 Aborted and Rejected Call Detail Report Historical Reports Query Designs Table 2-3 Aborted and Rejected Call Detail Report Query Design (continued) Field (continued) Explanation 24—Reject: Agent clicked Cancel Reservation for Outbound call.profileID with Resource. If CCD.originatorDN.profileID to obtain the agent extension. nodeID.extension. which is stored in Resource. Obtained from CCD.profileID to obtain the agent extension.profileID with Resource. and join CQD. Join CQD and CRD on sessionID.targetType = 0 (CSQ type). Obtained from CCD.applicationName.targetID with CSQ.startDateTime value that is within the report period. and join CQD. Release 7. sessionSeqNum. sessionSeqNum. profileID. and nodeID to determine CQD records with a CCD. and join CCD. Called Number Original Called No.profileID to obtain the CSQ name.csqName.targetID contains the recordID of the CSQ that handled the call. Originator DN1 Obtained from CCD. 25-98—Reserved. which is stored in Resource. This is because CCDR will be written only when the call is disconnected. and join CCD.profileID with CSQ. and qIndex to obtain CQD. CQD. profileID. If CCD. Application Name Call Routed CSQ Obtained from CCD. DN = directory number Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 2-8 .recordID. Join CCD and CQD on sessionID. and is calculated as follows: Join CCD. 1.destinationDN. deleted or when the associated CSQ got deleted before the agent clicked Cancel Reservation.origCalledNumber.destinationType is 1 (agent type).originatorID with Resource. this field contains the extension of the originating agent. and is calculated as follows: Join CCD. this field contains the extension of the destination agent. Join CQD.targetID.extension.

obtain CCD records with CCD.Chapter 2 Historical Reports Query Designs Agent Call Summary Report Table 2-4 Aborted and Rejected Call Detail Report Filter Parameter Filter Parameter Contact Disposition Explanation To report on aborted calls only. Agent Call Summary Report The Agent Call Summary Report shows. To report on rejected calls only. for each agent specified.contactDisposition >= 4. To report on both aborted and rejected calls. summary information about each call that was received (an inbound call) and each call that was made (an outbound call) by the agent. obtain CCD records with CCD. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. For information about the database table names and field names that are shown in this section. and the number of conference calls in which the agent participated. Table 2-6 explains how the Agent Call Summary Report filter parameters obtain data.0(1) 2-9 .contactDisposition >= 5. see the “Conventions Used in this Chapter” section on page 2-3.contactDisposition = 4. This report also shows the number of calls transferred to the agent and transferred out (to another route point or another agent) by the agent. Release 7. obtain CCD records with CCD. Table 2-5 shows how the information in the Agent Call Summary Report is obtained or calculated.

resourceID and Resource. The combination of two uniquely identifies an agent. and will have different Resource. the combination of Resource.profileID entries. sessionSeqNum. the corresponding CCD.resourceName and Resource.resourceName. For agents who have had their extension changed at some time.0(1) 2-10 . Total Inbound Inbound ACD— Total Calculated as follows: Total inbound ACD calls + Total inbound IVR calls.profileID to obtain Resource.resourceID with Resource.startDateTime value is within the report period).resourceID will not uniquely identify an agent.resourceID and Resource. Extension For agents who have not had their extension changed. (For such records. Release 7. so several resource IDs can belong to one agent.resourceLoginID is used to uniquely identify an agent.extension.profileID is not sufficient to uniquely identify an agent.resourceLoginID. each entry will have a different resource ID. but have different resource login IDs. Agent Name is stored in Resource.profileID with Resource. the combination of which uniquely identifies an agent. For each agent. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 2 Agent Call Summary Report Historical Reports Query Designs Table 2-5 Agent Call Summary Report Query Design Field Agent Name Explanation For the agents specified. one agent may belong to different application profiles. profileID.resourceName and Resource. Also.resourceLoginID by itself does not uniquely identify an agent because a generic resource login ID (for example. In this case. and Resource. count the number of ACD records to determine the total number of inbound ACD calls received by each agent.resourceID and ACD. obtain the Resource. Join ACD. the agent will have multiple entries in the Resource table. the extension that is assigned to the agent during the report period. Join CCD and ACD on sessionID. obtained from Resource. extension or resource group). supportAgent003) may be used for different agents in different times. Therefore. The combination of Resource. and nodeID to find ACD records within the report period.resourceName itself is not sufficient to do so because different agents may have the same first and last names. Resource.profileID as described in Table 2-6 on page 2-15. Note When an attribute of an agent changes (for example. Resource.

sessionSeqNum. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. the corresponding CCD.0(1) 2-11 .profileID with Resource. (For such records.resourceID with Resource. Join ACD. and nodeID to Hold find ACD records within the report period. the combination of which uniquely identifies an agent.startDateTime value is within the report period).resourceLoginID.resourceName and Resource. then divide by the number of ACD records for that agent.holdTime. calculate the sum of the values in ACD.startDateTime value is within the report period).startDateTime value is within the report period). profileID. then divide by the number of ACD records for that agent. Inbound ACD—Avg Join CCD and ACD on sessionID. sessionSeqNum. Join ACD. (For such records. and nodeID to Talk find ACD records within the report period.resourceID and ACD. Release 7. profileID. Inbound ACD—Avg Join CCD and ACD on sessionID.profileID to obtain Resource.resourceLoginID. For each agent.profileID with Resource. Join ACD.profileID with Resource.talkTime. the combination of which uniquely identifies an agent. calculate the sum of the values in ACD.resourceName and Resource. and nodeID to Work find ACD records within the report period.resourceName and Resource.resourceLoginID. For each agent. the combination of which uniquely identifies an agent.resourceID and ACD. then divide by the number of ACD records for that agent. the corresponding CCD. calculate the sum of the values in ACD.profileID to obtain Resource.profileID to obtain Resource.workTime.Chapter 2 Historical Reports Query Designs Agent Call Summary Report Table 2-5 Agent Call Summary Report Query Design (continued) Field (continued) Explanation Inbound ACD—Avg Join CCD and ACD on sessionID. profileID. For each agent. the corresponding CCD. (For such records.resourceID and ACD.resourceID with Resource.resourceID with Resource. sessionSeqNum.

Eliminate all entries that are already counted in the calculation of total inbound ACD calls. Release 7. The remaining value is the number of IVR calls.resourceName and Resource.resourceID. and resourceID in this result set with the result obtained from Inbound ACD—Total. sessionSeqNum.0(1) 2-12 . Compare sessionID.profileID with Resource.resourceName and Resource.connectTime. count the number of CCD records to determine the number of total inbound IVR calls. and join CCD. Eliminate all entries that are already counted in the calculation of total inbound ACD calls.resourceID. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. sessionSeqNum. the combination of which uniquely identifies an agent. profileID.resourceLoginID. calculate the sum of the values stored in CCD. profileID.connectTime.profileID with Resource.destinationID with Resource. nodeID. and join CCD.destinationID with Resource. then divide by the number of CCD records for that agent. Join CCD.profileID to obtain Resource. Compare sessionID. the combination of which uniquely identifies an agent. Inbound Non-ACD— Avg Talk Time Talk time of an IVR call is stored in CCD. Join CCD. For each agent. Search CCD for records in which the value of startDateTime is within the report period and destinationType is 1 (agent). nodeID. and resourceID in this result set with the results for these fields obtained from Inbound ACD—Total.profileID to obtain Resource.resourceLoginID. For each agent.Chapter 2 Agent Call Summary Report Historical Reports Query Designs Table 2-5 Agent Call Summary Report Query Design (continued) Field (continued) Inbound Non-ACD—Total Explanation Search CCD for records for which the value of startDateTime is within the report period and destinationType is 1 (agent). The remaining value is the number of IVR calls.

resourceLoginID. determine the maximum value stored in CCD. the combination of which uniquely identifies an agent. count the number of CCD records.originatorID with Resource.profileID with Resource.resourceName and Resource. and originatorType is 1 (agent). and originatorType is 1 (agent). and join CCD.connectTime. Search CCD for records for which the value of startDateTime is within the report period and destinationType is 1 (agent).profileID to obtain Resource.profileID with Resource. Eliminate all entries that are already counted in the calculation of total inbound ACD calls. profileID.0(1) 2-13 . and join CCD. sessionSeqNum. Outbound—Avg Call Time Outbound—Max Call Time Search CCD for records in which the startDateTime is within the report period.profileID to obtain Resource.resourceName and Resource.connectTime.profileID to obtain Resource. and join CCD.resourceLoginID. Compare sessionID. the combination of which uniquely identifies an agent.resourceName and Resource.resourceLoginID.resourceID. Release 7.originatorID with Resource. For each agent. nodeID. Outbound—Total Search CCD for records in which the startDateTime is within the report period. Join CCD.connectTime. and join CCD. the combination of which uniquely identifies an agent.resourceID. Join CCD.originatorID with Resource.resourceID.profileID to obtain Resource. calculate the sum of the values stored in CCD. For each agent. For each agent. and resourceID in this result set with the result obtained from Inbound ACD—Total. the combination of which uniquely identifies an agent.profileID with Resource.resourceID.Chapter 2 Historical Reports Query Designs Agent Call Summary Report Table 2-5 Agent Call Summary Report Query Design (continued) Field (continued) Inbound Non-ACD— Max Talk Time Explanation Talk time of an IVR call is stored in CCD. The remaining value is the number of IVR calls. determine the maximum value stored in CCD. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.resourceLoginID. and originatorType is 1 (agent).destinationID with Resource. For each agent.profileID with Resource. Join CCD.connectTime. then divide by the number of CCD records for that agent. Search CCD for records in which the startDateTime is within the report period. Join CCD.resourceName and Resource.

and an ACD record is present.profileID with Resource. Join ACD.resourceLoginID. sessionSeqNum. CCD. CCD. and an ACD record is present.resourceID with Resource.resourceName and Resource. For each agent. (For such records. and nodeID to find ACD records within the report period. Join CCD and ACD on sessionID. Join ACD.resourceName and Resource. and nodeID to find ACD records within the report period. Join ACD. sessionSeqNum.0(1) 2-14 . the corresponding CCD. profileID. ACD Transfer-Out For ACD calls that are transferred out.conference = 1. count the number of ACD records for which the corresponding CCD records have contactType = 5 (transfer-in).startDateTime value is within the report period). count the number of ACD records for which the corresponding CCD records have conference = 1. and nodeID to find ACD records within the report period.profileID to obtain Resource. Join CCD and ACD on sessionID. the combination of which uniquely identifies an agent. (For such records.resourceID with Resource. count the number of ACD records for which the corresponding CCD records have transfer = 1.startDateTime value is within the report period). profileID. sessionSeqNum.resourceID and ACD. Release 7. the corresponding CCD.resourceLoginID.resourceID and ACD. the corresponding CCD. the combination of which uniquely identifies an agent. (For such records.profileID to obtain Resource.transfer = 1.resourceID with Resource.contactType = 5 (transfer-in). Join CCD and ACD on sessionID. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.profileID with Resource.profileID with Resource.resourceID and ACD. and an ACD record is present. ACD Conference For ACD conference calls.Chapter 2 Agent Call Summary Report Historical Reports Query Designs Table 2-5 Agent Call Summary Report Query Design (continued) Field (continued) ACD Transfer-In Explanation For ACD calls that are transferred in. For each agent. For each agent.startDateTime value is within the report period).resourceName and Resource.resourceLoginID.profileID to obtain Resource. CCD. profileID. the combination of which uniquely identifies an agent.

no filter parameter) Explanation To report on all agents.dateInactive is later than the report start time). To report on a specific agent or agents.active is 1) or who are deleted after report start time (Resource. This report displays only agents who are active and agents who are deleted after the report start time.resourceGroupName contains values found in the list.0(1) 2-15 .Chapter 2 Historical Reports Query Designs Agent Call Summary Report Table 2-6 Agent Call Summary Report Filter Parameters Filter Parameter All Agents (default. obtain the list of resource IDs and profile IDs as follows: Obtain the list of resource group names from the user selection for this parameter. Join RG and Resource on resourceGroupID and profileID to find the list of agents that belong to the selected resource group or groups.resourceID and Resource. Obtain the corresponding Resource.resourceID and Resource. obtain the list of resource IDs and profile IDs as follows: Obtain the list of agent names from the user selection for this parameter. Agent Names Resource Group Names To report on a specific resource group or groups.profileID. the report does not include agents who are deleted before the report start time.resourceName. obtain the list of resource IDs and profile IDs as follows: Search the Resource table for agents who are active (Resource. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Resource ID and profile ID of agents are stored in Resource. Search the ResourceGroup table to find records for which RG. respectively. In this way. Release 7. These values are in Resource.profileID.

The report contains one row per call and includes Cisco Unified CCX and Cisco Unified IP IVR calls. obtain the list of resource IDs and profile IDs as follows: Obtain the list of team names from the user selection for this parameter. the ACD table records all the calls handled by an agent. Search the Skill table to find records for which Skill. respectively. Resource ID and profile ID of agents are stored in Resource.resourceID and Resource. the agent’s resource ID appears in CCD.assignedTeamID.originatorID. Search the Team table to find records whose Team. respectively. Join RSM and Resource on resourceSkillMapID and profileID to find the list of agents that have the selected skill or skills. Team Names To report on a specific team or teams. For ACD calls.Chapter 2 Agent Detail Report Historical Reports Query Designs Table 2-6 Agent Call Summary Report Filter Parameters (continued) Filter Parameter Skill Names Explanation To report on agents with a specific skill or skills.profileID to find the list of agents who belong to the selected team or teams. Join Team. Release 7. Table 2-7 shows how the information in the Agent Detail Report is obtained or calculated. For IVR calls.profileID.skillName contains values found in the list. the CCD table records all the calls made by or received by an agent.profileID with Resource. Table 2-8 explains how the Agent Detail Report filter parameters obtain data. If the agent receives an IVR call. Join Skill and RSM on skillID and profileID to find resourceSkillMapID. and Team. the agent’s resource ID appears in CCD. Resource ID and profile ID of agents are stored in Resource.destinationID. obtain the list of resource IDs and profile IDs as follows: Obtain the list of skill names from the user selection for this parameter. Agent Detail Report The Agent Detail Report contains detailed information for calls received and calls made by an agent. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. This report displays only agents who are active and agents who are deleted after the report start time. If an agent makes an IVR call.teamID with Resource.resourceID and Resource.profileID.teamName contains values found in the list.0(1) 2-16 .

Extension For ACD calls. and join ACD.profileID to obtain Resource.destinationID with Resource.originatorID and CCD. Table 2-7 Agent Detail Report Query Design Field Agent Name Explanation For ACD calls. obtained from ACD.resourceID. obtained from ACD. an agent is identified by the combination of ACD.resourceID with Resource.extension.profileID to obtain the agent name.resourceID and ACD.resourceName.profileID.destinationID and CCD. see the “Conventions Used in this Chapter” section on page 2-3.resourceName.profileID with Resource. For IVR calls.Chapter 2 Historical Reports Query Designs Agent Detail Report For information about the database table names and field names that are shown in this section.resourceID and ACD.originatorID with Resource. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.destinationID with Resource. when CCD.endDateTime. Call Start Time Call End Time For ACD calls. if an agent is the originator of the call.originatorType = 1 (Agent type).startDateTime. and join ACD.profileID.originatorType = 1 (Agent type).resourceID. Join CCD.resourceID.resourceName. when CCD.profileID with Resource.resourceName. which is stored in Resource. Release 7.profileID to obtain Resource. and join CCD. Join ACD.profileID with Resource. If an agent is the destination of an IVR call.profileID to obtain Resource. the agent is identified by CCD.profileID with Resource.destinationType = 1 (Agent type).profileID to obtain the agent name. an agent is identified by the combination of ACD. the agent is identified by CCD.destinationID and CCD.resourceName.resourceID.profileID with Resource.profileID. when CCD. and join CCD.startDateTime.profileID.profileID to obtain Resource. Join ACD. If an agent is the destination of an IVR call. For IVR calls. if an agent is the originator of the call. Join CCD.startDateTime. the agent is identified by CCD.originatorID with Resource. For IVR calls. the agent is identified by CCD.resourceID. obtained from CCD. For ACD calls. obtained from CCD.0(1) 2-17 .destinationType = 1 (Agent type).resourceID with Resource. and join CCD. which is stored in Resource. For IVR calls.profileID with Resource. Join CCD. Join CCD. when CCD.profileID.profileID.originatorID and CCD.resourceID. and join CCD.

and qIndex.0(1) 2-18 . sessionSeqNum. agent identification is stored in ACD (see Agent Name earlier in this table).profileID to obtain the CSQ name. nodeID.targetType = 0 (CSQ type). Join CQD. with CQD.originatorDN.originatorDN. Join CQD. Call Routed CSQ Join ACD and CQD on sessionID. The value of this field is obtained from CCD.profileID uniquely identifies a CSQ.profileID to obtain the CSQ name. Other CSQs Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. and join CQD. nodeID.targetID and CQD. Join ACD and CCD on sessionID. Multiple CSQ names are represented by “…”. This field is set to the extension of the agent who originates the call. join and CCD. which is stored in CSQ. Called Number For ACD calls.originatorID with Resource. The value of this field is obtained from CCD.csqName. agent identification is stored in ACD (see Agent Name earlier in this table).profileID with Resource. as follows: Join CCD.orignatorDN field is blank. The value of this field is obtained directly from CCD.profileID with CSQ. Call ANI For ACD calls.disposition is not 2 (not handled) to obtain the CSQ for which the call was queued but not handled. and profileID.profileID to obtain the extension of the originating agent.recordID. and profileID. Join ACD and CQD on sessionID. For internal calls (CCD.extension. The combination of CQD.targetID with CSQ. For IVR calls. Join ACD and CCD on sessionID. profileID.calledNumber. agent identification is stored in CCD (see Agent Name earlier in this table).profileID with CSQ.targetID and CQD.recordID.calledNumber. nodeID. and CQD.targetID with CSQ. agent identification is stored in CCD (see Agent Name earlier in this table). which is stored in Resource.targetType = 0 (CSQ type). sessionSeqNum. The value of this field is obtained directly from CCD. profileID.profileID uniquely identifies a CSQ.contactType = 3).Chapter 2 Agent Detail Report Historical Reports Query Designs Table 2-7 Agent Detail Report Query Design (continued) Field Duration Explanation Calculated as follows: Call End Time – Call Star Time Displayed as hh:mm:ss. but the CCD.csqName. and CQD.resourceID.disposition = 2 (handled). and qIndex. Release 7. with CQD. and join CQD. nodeID. The combination of CQD. which is stored in CSQ. sessionSeqNum. sessionSeqNum. For IVR calls.

contactDispostion = 2 (handled). Multiple skill names are concatenated by commas. For IVR calls. Transfer-Out—CCD. nodeID. nodeID. For ACD calls. obtained from ACD. stored in Skill. sessionSeqNum. and there is a corresponding ACD record. and CCD.skillGroupID. Outbound—CCD.skillGroupID with SG.talkTime. Release 7. Blank for IVR calls.0(1) 2-19 . Transfer-In—CCD.skillID.originatorType = 1 (Agent type).conference = 1. obtained from ACD. CCD.holdTime. Join CSQ. and qIndex.contactDisposition = 1 (abandoned). • • • • Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Join SG. shows the value of Duration if CCD.destinationType = 1 (Agent type).contactType = 5 (transfer-in).disposition = 2 (handled) to obtain a skill group ID. Talk Time Hold Time Work Time Call Type For ACD calls.workTime. • • Inbound ACD—Call has an ACD record present. which is stored in CSQ.skillGroupID to get SG.originatorID is a resource ID.destinationID is a resource ID. (A corresponding ACD record has the same sessionID. and there is no corresponding ACD record. and CQD. Conference—CCD. Blank for IVR calls. profileID. and there is a corresponding ACD record.skillID to get the list of skill names. Shows zero if CCD.skillID with Skill. sessionSeqNum. with CQD. and there is a corresponding ACD record. Inbound Non-ACD—CCD. and profileID). For ACD calls.targetType = 0 (CSQ type).transfer = 1.Chapter 2 Historical Reports Query Designs Agent Detail Report Table 2-7 Agent Detail Report Query Design (continued) Field Call Skills Explanation Join ACD and CQD on sessionID. obtained from ACD.skillName.

Resource ID and profile ID of agents are stored in Resource. Join RSM and Resource on resourceSkillMapID and profileID to find the list of agents that have the selected skill or skills.resourceID and Resource. no filter parameter) Resource Group Names Explanation To report on all agents.resourceID and Resource.skillName contains values found in the list. Agent Names To report on a specific agent or agents.0(1) 2-20 .profileID. Obtain the corresponding Resource.resourceGroupName contains values found in the list.Chapter 2 Agent Detail Report Historical Reports Query Designs Table 2-8 Agent Detail Report Filter Parameters Filter Parameter All Agents (default. Search the Skill table to find records for which Skill. Resource ID and profile ID of agents are stored in Resource. obtain the list of resource IDs and profile IDs from the Resource table. These values are in Resource. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.profileID. obtain the list of resource IDs and profile IDs as follows: Obtain the list of resource group names from the user selection for this parameter. Release 7.resourceName. Search the ResourceGroup table to find records for which RG. obtain the list of resource IDs and profile IDs as follows: Obtain the list of skill names from the user selection for this parameter. Join Skill and RSM on skillID and profileID to find resourceSkillMapID. respectively. Skill Names To report on agents with a specific skill or skills. respectively. Join RG and Resource on resourceGroupID and profileID to find the list of agents that belong to the selected resource group or groups. To report on a specific resource group or groups.profileID. obtain the list of resource IDs and profile IDs as follows: Obtain the list of agent names from the user selection for this parameter.resourceID and Resource.

resourceID and Resource. obtain the list of resource IDs and profile IDs as follows: Obtain the list of team names from the user selection for this parameter. Join Team. The elimination process is based on the classification criteria described in the Call Type field in Table 2-7.profileID with Resource.0(1) 2-21 . obtain the call types from the user selection for this parameter.teamName contains values found in the list. see the “Conventions Used in this Chapter” section on page 2-3. Call Type To report on a specific call type or types. Table 2-10 explains how the Agent Login Logout Activity Report filter parameters obtain data. and Team.) Call types =not selected will be eliminated before the final result set is displayed. Search the Team table to find records whose Team.profileID to find the list of agents who belong to the selected team or teams. Resource ID and profile ID of agents are stored in Resource.Chapter 2 Historical Reports Query Designs Agent Login Logout Activity Report Table 2-8 Agent Detail Report Filter Parameters (continued) Filter Parameter Team Names Explanation To report on a specific team or teams. Release 7. respectively. Table 2-9 shows how the information in the Agent Login Logout Activity Report is obtained or calculated.profileID.assignedTeamID. Agent Login Logout Activity Report The Agent Login Logout Activity Report contains detailed information about the login and logout activities of agents. The login and logout information is stored in the ASD table. (Up to 6 call types can be selected. For information about the database table names and field names that are shown in this section.teamID with Resource. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

Login Time is stored in ASD.agentID with Resource. • • • • Logout Time Logout Reason Code Logged-In Duration If the agent logged in before the report start time and logged out after the report end time—Logged-In Duration = report end time – report start time If the agent logged in before the report start time and logged out during the report period—Logged-In Duration = Logout Time – report start time If the agent logged in during the report period and logged out after the report end time—Logged-In Duration = report end time – Login Time If the agent logged in and out during the report period—Logged-In Duration = Logout Time – Login Time Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.eventType = 7 (logout).profileID to obtain state transition records for each agent. This field is obtained from ASD. (See Agent Name for the relationship between resourceID/profileID and resourceName/ resourceLoginID). which is stored in Resource.resourceLoginID.Chapter 2 Agent Login Logout Activity Report Historical Reports Query Designs Table 2-9 Agent Login Logout Activity Report Query Design Field Agent Name Extension Explanation Join ASD.profileID with Resource. Login Time Join ASD.agentID with Resource. identified by Resource. Join ASD.resourceID to obtain the agent name.profileID with Resource. this field is displayed as < report start time. obtained from Resource. identified by Resource. Login Time is stored in ASD.resourceName and Resource.resourceName and Resource.eventType = 7. If the agent logged out after the report end time.0(1) 2-22 . For agents who have not had their extension changed. For agents who have had their extension changed at some time.eventDateTime where ASD.extension. Release 7.resourceID. and join ASD.profileID to obtain state transition records for each agent.resourceID.eventType = 1. and join ASD. (See Agent Name for the relationship between resourceID/profileID and resourceName/ resourceLoginID).resourceName. the extension that is assigned to the agent during the report period.resourceLoginID. If the agent logged in before the report start time.reasonCode when ASD.eventDateTime where ASD. this field is displayed as: > report end time.agentID with Resource.

Join Resource. Join RG.resourceID to obtain other call related data. Find the corresponding RG. The value of resource ID is stored in Resource. Join Resource.resourceID(s). Release 7.resourceGroupID(s). obtain the list of resource IDs as follows: Obtain the list of agent names from the user selection for this parameter.resourceID with ASD. obtain the list of resource IDs as follows: Search the Resource table for records with resourceType set to 1 (agent). obtain the list of resource IDs as follows: Obtain the list of resource group name(s) from the user selection for this parameter.resourceID to obtain other call related data.resourceID with ASD.resourceID to obtain other call related data. Join Resource.resourceGroupID with Resource.resourceID with ASD. Find the corresponding Resource.resourceID. Resource ID is stored in Resource.resourceGroupID to find agents belonging to the selected resource group(s). Resource Group Names To report on a specific resource group or groups. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. no filter parameter) Explanation To report on all agents.0(1) 2-23 . Agent Names To report on a specific agent or agents.resourceID.Chapter 2 Historical Reports Query Designs Agent Login Logout Activity Report Table 2-10 Agent Login Logout Activity Report Filter Parameters Filter Parameter All Agents (default.

Find the corresponding Skill.skillID(s). the report shows information for eight predefined reason codes. The value of resource ID is stored in Resource. The Resource ID and profile ID of agents are stored in Resource.resourceID with ASD.teamName contains values found in the list.skillID with RSM.skillID. Join Resource. This report also shows the length of time that agents spent in Not Ready state for the reasons indicated by the reason codes that agents entered when going to Not Ready state. you can specify the eight reason codes for which the report shows detailed information. However.profileID. Table 2-12 explains how the Agent Not Ready Reason Code Summary Report filter parameter obtains data. Agent Not Ready Reason Code Summary Report The Agent Not Ready Reason Code Summary Report provides information about the length of time each agent spent in Not Ready state during the report period.profileID to find the list of agents who belong to the selected team or teams.0(1) 2-24 .assignedTeamID.resourceID to obtain other call related data. obtain the list of resource IDs and profile IDs as follows: Obtain the list of team names from the user selection for this parameter. Release 7. Join Team.resourceID and Resource. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 2 Agent Not Ready Reason Code Summary Report Historical Reports Query Designs Table 2-10 Agent Login Logout Activity Report Filter Parameters (continued) Filter Parameter Skill Names Explanation To report on agents who possess a specific skill or skills.teamID with Resource. respectively.resourceID.resourceSkillMapID with Resource.resourceSkillMapID to find the agents who possess the selected skill(s).profileID with Resource. By default. and join Team. RSM. obtain the list of resource IDs as follows: Obtain the list of skill names from the user selection for this parameter. Team Names To report on a specific team or teams. Table 2-11 shows how the information in the Agent Not Ready Reason Code Summary Report is obtained or calculated. The report shows detailed information for each of up to eight reason codes. Search the Team table to find records in which Team. and displays consolidated information for other reason codes. Join Skill.

Release 7. but have different resource login IDs. each entry will have a different resource ID.resourceName.resourceID and Resource. Resource. extension or resource group). (The default interval length is the entire report period. Resource. the agent will have multiple entries in the Resource table.profileID is not sufficient to uniquely identify an agent.Chapter 2 Historical Reports Query Designs Agent Not Ready Reason Code Summary Report For information about the database table names and field names that are shown in this section.resourceName and Resource. Table 2-11 Agent Not Ready Reason Code Summary Report Query Design Field Agent Name Explanation For the agents specified.or 60-minute intervals. Extension For agents who have not had their extension changed. see the “Conventions Used in this Chapter” section on page 2-3.or 60-minute intervals. Note When an attribute of an agent changes (for example. For agents who have had their extension changed at some time.resourceID and Resource.profileID as described in Table 2-12 on page 2-29. Therefore.resourceLoginID by itself does not uniquely identify an agent because a generic resource login ID (for example. and Resource. The combination of two uniquely identifies an agent.resourceLoginID is used to uniquely identify an agent. obtain the Resource. End-users can divide the report period into 30.extension. Also. End-users can divide the report period into 30. The combination of Resource. one agent may belong to different application profiles. Agent Name is stored in Resource. In this case. the combination of Resource.) Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. so several resource IDs can belong to one agent. (The default interval length is the entire report period.resourceName itself is not sufficient to do so because different agents may have the same first and last names.profileID entries. the extension that is assigned to the agent during the report period.) Interval End Time End of an interval. supportAgent003) may be used for different agents in different times. and will have different Resource.resourceID will not uniquely identify an agent. Interval Start Time Beginning of an interval.0(1) 2-25 . obtained from Resource.

eventDateTime with eventType set to 1 (log in). this field displays the sum of the time spent in each login session. Logout time is stored in ASD.0(1) 2-26 .eventDateTime with eventType set to 7 (log out). The calculation of the logged-in time for a single session depends on the agent activity. as follows: • An agent logs in and logs out during the interval: Total Logged-in Time = logout time – login time An agent logs in before the interval and logs out after the interval: Total Logged-in Time = Interval End Time – Interval Start Time An agent logs in before the interval and logs out during the interval: Total Logged-in Time = logout time – Interval Start Time An agent logs in during the interval and logs out after the interval: Total Logged-in Time = Interval End Time – login time • • • If an agent has multiple login sessions during the interval. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.Chapter 2 Agent Not Ready Reason Code Summary Report Historical Reports Query Designs Table 2-11 Agent Not Ready Reason Code Summary Report Query Design (continued) Field (continued) Total Logged-in Explanation Login time is stored in ASD.

Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 2-27 . identified by Resource.eventType = 2. Release 7. Not Ready state is identified by ASD.resourceLoginID. The time spent in Not Ready state depends on the agent activity.resourceID. this field displays the sum of the time spent in each Not Ready state. as follows: • An agent goes in to and out of Not Ready state during the interval: Total Not Ready Time = time out of Not Ready state – time in to Not Ready state • An agent goes in to Not Ready state before the interval and goes out of Not Ready state after the interval: Total Not Ready Time = Interval End Time – Interval Start Time An agent goes in to Not Ready state before the interval and goes out of Not Ready state during the interval: Total Not Ready Time = time out of Not Ready state – Interval Start Time An agent goes in to Not Ready state during the interval and goes out of Not Ready state after the interval: Total Not Ready Time = Interval End Time – time in to Not Ready state • • If an agent goes to Not Ready state multiple times during the interval.profileID with Resource.Chapter 2 Historical Reports Query Designs Agent Not Ready Reason Code Summary Report Table 2-11 Agent Not Ready Reason Code Summary Report Query Design (continued) Field (continued) Total Not Ready Explanation Join ASD.agentID with Resource. and join ASD.resourceName and Resource.profileID to obtain state transition records for each agent. (See Agent Name in this table for the relationship between resourceID/profileID and resourceName/resourceLoginID).

The total time spent in different reason codes adds up to Total Not Ready Time (Time in Reason Code 1 + Time in Reason Code 2 + … + Time in Reason Code 8 = Total Not Ready Time).profileID with Resource. Not Ready state is identified by ASD. and join ASD. Not Ready state is identified by ASD.agentID with Resource.resourceName and Resource.eventType = 2. For this calculation.Chapter 2 Agent Not Ready Reason Code Summary Report Historical Reports Query Designs Table 2-11 Agent Not Ready Reason Code Summary Report Query Design (continued) Field (continued) Time in RC n1 Time in RC n2 Time in RC n3 Time in RC n4 Time in RC n5 Time in RC n6 Time in RC n7 Time in RC n8 Time in Other RCs Explanation Join ASD. The reason code is stored in ASD. and join ASD.eventType = 2. identified by Resource. The reason code is stored in ASD. You can specify other reason codes to report by selecting Filter Parameter Reason Code.reasonCode.resourceID.profileID to obtain state transition records for each agent. identified by Resource.reasonCode. Sum of the duration spent in Not Ready reason codes that are not shown in the Time in RC n1 through Time in RC n8 fields.resourceName and Resource.resourceLoginID.agentID with Resource.resourceLoginID. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.profileID to obtain state transition records for each agent.profileID with Resource. do not consider values that have been listed in the previous 8 fields. (See Agent Name in this table for the relationship between resourceID/profileID and resourceName/resourceLoginID). this report sorts the predefined Not Ready reason codes in numerical order and displays the first eight reason codes. Join ASD.resourceID. (See Agent Name in this table for the relationship between resourceID/profileID and resourceName/resourceLoginID). Release 7. By default.0(1) 2-28 .

dateInactive is later than the report start time). and so on.profileID.0(1) 2-29 . The first interval begins at the report start time. Search the ResourceGroup table to find records for which RG. This report displays only agents who are active and agents who are deleted after the report start time. Obtain the corresponding Resource. the next interval begins 60 minutes after the report start time. Resource ID and profile ID of agents are stored in Resource. obtain the list of resource IDs and profile IDs as follows: Search and display the Resource table for agents who are active (Resource. Entire report range—Displays information from the report start time through the report end time. respectively. Release 7. obtain the list of resource IDs and profile IDs as follows: Obtain the list of resource group names from the user selection for this parameter.resourceID and Resource. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. The first interval begins at the report start time. Thirty (30) minute intervals—Displays information for 30-minute intervals within the report period.profileID.resourceID and Resource.resourceGroupName contains values found in the list. but does not display information for specific intervals within the report period. Interval Length Resource Group Names To report on a specific resource group or groups. and so on. In this way. These values are in Resource. no filter parameter) Explanation To report on all agents.resourceName. Agent Names To report on a specific agent or agents. obtain the list of resource IDs and profile IDs as follows: Obtain the list of agent names from the user selection for this parameter. Sixty (60) minute intervals—Displays information for 60-minute intervals within the report period. the next interval begins 30 minutes after the report start time.active is 1) or who are deleted after report start time (Resource. Join RG and Resource on resourceGroupID and profileID to find the list of agents that belong to the selected resource group or groups. the report does not include agents who are deleted before the report start time.Chapter 2 Historical Reports Query Designs Agent Not Ready Reason Code Summary Report Table 2-12 Agent Not Ready Reason Code Summary Report Filter Parameter Filter Parameter All Agents (default.

eventType is 2 (Not Ready) and for which the value stored ASD. Search the Skill table to find records for which Skill. obtain the list of reason codes from the user selection for this parameter.profileID to find the list of agents who belong to the selected team or teams.profileID.profileID with Resource. This report displays only agents who are active and agents who are deleted after the report start time. and Team. Find ASD records for which the ASD. respectively. Join Team.teamID with Resource.0(1) 2-30 .Chapter 2 Agent State Detail Report Historical Reports Query Designs Table 2-12 Agent Not Ready Reason Code Summary Report Filter Parameter (continued) Filter Parameter Skill Names Explanation To report on agents with a specific skill or skills. Team Names To report on a specific team or teams. obtain the list of resource IDs and profile IDs as follows: Obtain the list of skill names from the user selection for this parameter. Table 2-13 shows how the information in the Agent State Detail Report is obtained or calculated.resourceID and Resource. respectively. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.resourceID and Resource.assignedTeamID.skillName contains values found in the list. Release 7. obtain the list of resource IDs and profile IDs as follows: Obtain the list of team names from the user selection for this parameter.teamName contains values found in the list.reasonCode is found in the selected list. Join Skill and RSM on skillID and profileID to find resourceSkillMapID. Search the Team table to find records whose Team. Join RSM and Resource on resourceSkillMapID and profileID to find the list of agents that have the selected skill or skills. Reason Code To report on a specific reason code or codes. Agent State Detail Report The Agent State Detail Report shows detailed information about when an agent changed from one state to another.profileID. Table 2-14 explains how the Agent State Detail Report filter parameters obtain data. Resource ID and profile ID of agents are stored in Resource. Resource ID and profile ID of agents are stored in Resource.

0(1) 2-31 . Also. For agents who have had their extension changed at some time. the combination of Resource. Note When an attribute of an agent changes (for example. The combination of Resource. Release 7.resourceName.resourceID. but have different resource login IDs. Resource. the extension that is assigned to the agent during the report period.profileID to obtain Resource.resourceID will not uniquely identify an agent.profileID with Resource.resourceName and Resource.resourceLoginID by itself does not uniquely identify an agent because a generic resource login ID (for example.profileID entries.profileID is not sufficient to uniquely identify an agent. and will have different Resource. one agent may belong to different application profiles. Resource.resourceLoginID. and Resource.Chapter 2 Historical Reports Query Designs Agent State Detail Report For information about the database table names and field names that are shown in this section. Table 2-13 Agent State Detail Report Query Design Field Agent Name Explanation For the agents specified.resourceID and Resource. the agent will have multiple entries in the Resource table.extension. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.resourceID and Resource. join ASD. extension or resource group). the combination of which uniquely identifies an agent. The combination of two uniquely identifies an agent. so several resource IDs can belong to one agent.resourceName itself is not sufficient to do so because different agents may have the same first and last names.agentID with Resource. Extension For agents who have not had their extension changed. obtain the Resource. For agent identification. Agent Name is stored in Resource.profileID as described in Table 2-14 on page 2-33. In this case.eventDateTime. State Transition Time Obtained from ASD.resourceName and Resource.resourceLoginID is used to uniquely identify an agent. obtained from Resource. Therefore. each entry will have a different resource ID. and join ASD. supportAgent003) may be used for different agents in different times. see the “Conventions Used in this Chapter” section on page 2-3.

0(1) 2-32 .eventType and the displayed text is as follows: 1—Logged-in 2—Not Ready 3—Ready 4—Reserved 5—Talking 6—Work 7—Logout Reason Code Duration Obtained from ASD. The mapping between the numeric ASD.reasonCode.Chapter 2 Agent State Detail Report Historical Reports Query Designs Table 2-13 Agent State Detail Report Query Design (continued) Field (continued) Agent State Explanation Obtained from ASD. as follows: • An agent goes to Agent State before the report start time and goes out of that state after the report end time: Duration = report end time – report start time An agent goes to Agent State before the report start time and goes out of that state during the report period: Duration = time agent goes out of Agent State – report start time An agent goes to Agent State during the report period and goes out that state after the report end time: Duration = report end time – Transition Time An agent goes to Agent State and out of Agent State during the report period: Duration = time agent goes out of Agent State – Transition Time • • • Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.eventType. Release 7. Time agent goes out of the state specified in the Agent State field – Time agent goes to Agent State The calculation of the duration depends on the agent activity.

resourceGroupName contains values found in the list. Resource ID and profile ID of agents are stored in Resource.resourceID and Resource. the report does not include agents who are deleted before the report start time. no filter parameter) Explanation To report on all agents.resourceName. To report on a specific agent or agents. Obtain the corresponding Resource.dateInactive is later than the report start time).profileID. In this way. obtain the list of resource IDs and profile IDs as follows: Obtain the list of agent names from the user selection for this parameter.0(1) 2-33 .active is 1) or who are deleted after report start time (Resource.resourceID and Resource. This report displays only agents who are active and agents who are deleted after the report start time. Search the ResourceGroup table to find records for which RG. These values are in Resource. Agent Names Resource Group Names To report on a specific resource group or groups. respectively. obtain the list of resource IDs and profile IDs as follows: Obtain the list of resource group names from the user selection for this parameter. obtain the list of resource IDs and profile IDs as follows: Search and display the Resource table for agents who are active (Resource. Join RG and Resource on resourceGroupID and profileID to find the list of agents that belong to the selected resource group or groups.Chapter 2 Historical Reports Query Designs Agent State Detail Report Table 2-14 Agent State Detail Report Filter Parameters Filter Parameter All Agents (default. Release 7. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.profileID.

Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. obtain the list of resource IDs and profile IDs as follows: Obtain the list of team names from the user selection for this parameter. Ready. Resource ID and profile ID of agents are stored in Resource. Talk and Work. Search the Skill table to find records for which Skill. and Team.profileID with Resource.profileID. then by interval. Resource ID and profile ID of agents are stored in Resource.resourceID and Resource. Join Skill and RSM on skillID and profileID to find resourceSkillMapID. information presented is sorted first by interval.profileID. respectively. Agent State Summary Report (by Agent) and Agent State Summary Report (by Interval) The Agent State Summary Report (by Agent) and the Agent State Summary Report (by Interval) show the length and percentage of time that each agent spent in each of the following agent states: Not Ready.Chapter 2 Agent State Summary Report (by Agent) and Agent State Summary Report (by Interval) Historical Reports Query Designs Table 2-14 Agent State Detail Report Filter Parameters (continued) Filter Parameter Skill Names Explanation To report on agents with a specific skill or skills. Reserved.skillName contains values found in the list.0(1) 2-34 . Team Name To report on a specific team or teams.teamName contains values found in the list. Join Team. then by agent.resourceID and Resource. Table 2-15 shows how the information in the Agent State Summary Reports is obtained or calculated.profileID to find the list of agents who belong to the selected team or teams. This report displays only agents who are active and agents who are deleted after the report start time. These reports also show the total length of time that each agent was logged in. In the Agent State Summary Report (by Interval). obtain the list of resource IDs and profile IDs as follows: Obtain the list of skill names from the user selection for this parameter. respectively. Release 7.teamID with Resource. In the Agent State Summary Report (by Agent). Search the Team table to find records whose Team. Join RSM and Resource on resourceSkillMapID and profileID to find the list of agents that have the selected skill or skills.assignedTeamID. information presented is sorted first by agent.

Release 7. (The default interval length is the entire report period.) Interval End Time End of an interval. (The default interval length is the entire report period.resourceName. see the “Conventions Used in this Chapter” section on page 2-3.extension. End-users can divide the report period into 30. Table 2-15 Agent State Summary Reports Query Design Field Agent Name Extension Explanation Join ASD.agentID with Resource. the extension that is assigned to the agent during the report period.Chapter 2 Historical Reports Query Designs Agent State Summary Report (by Agent) and Agent State Summary Report (by Interval) Table 2-16 explains how the Agent State Summary Reports filter parameters obtain data. Interval Start Time Beginning of an interval.) Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. End-users can divide the report period into 30.or 60-minute intervals. For information about the database table names and field names that are shown in this section.or 60-minute intervals. For agents who have not had their extension changed.resourceID to obtain the agent name. obtained from Resource. For agents who have had their extension changed at some time.0(1) 2-35 . which is stored in Resource.

eventDateTime with eventType set to 1 (log in). as follows: • An agent logs in and logs out during the interval: Total Logged-in Time = logout time – login time An agent logs in before the interval and logs out after the interval: Total Logged-in Time = Interval End Time – Interval Start Time An agent logs in before the interval and logs out during the interval: Total Logged-in Time = logout time – Interval Start Time An agent logs in during the interval and logs out after the interval: Total Logged-in Time = Interval End Time – login time • • • If an agent has multiple login sessions during the interval. Release 7. Logout time is stored in ASD.Chapter 2 Agent State Summary Report (by Agent) and Agent State Summary Report (by Interval) Historical Reports Query Designs Table 2-15 Agent State Summary Reports Query Design Field Total Logged-in Time Explanation Login time is stored in ASD. this field displays the sum of the time spent in each login session. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. The calculation of the logged-in time for a single session depends on the agent activity.eventDateTime with eventType set to 7 (log out).0(1) 2-36 .

and the percentage of total logged-in time that an agent spent in Not Ready state. Release 7. as follows: • An agent goes in to and out of Not Ready state during the interval: Total Not Ready Time = time out of Not Ready state – time in to Not Ready state • An agent goes in to Not Ready state before the interval and goes out of Not Ready state after the interval: Total Not Ready Time = Interval End Time – Interval Start Time An agent goes in to Not Ready state before the interval and goes out of Not Ready state during the interval: Total Not Ready Time = time out of Not Ready state – Interval Start Time An agent goes in to Not Ready state during the interval and goes out of Not Ready state after the interval: Total Not Ready Time = Interval End Time – time in to Not Ready state • • If an agent goes to Not Ready state multiple times during the interval. The time that an agent goes to Not Ready state is stored in ASD.eventDateTime with eventType set to 2. The time spent in Not Ready state depends on the agent activity. this field displays the sum of the time spent in each Not Ready state.Chapter 2 Historical Reports Query Designs Agent State Summary Report (by Agent) and Agent State Summary Report (by Interval) Table 2-15 Agent State Summary Reports Query Design Field Not Ready Time Explanation Total time that an agent spent in Not Ready state during the interval.0(1) 2-37 . The percentage is calculated as: (Not Ready Time / Total Logged-in Time) * 100% Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

this field displays the sum of the time spent in each Ready state. The percentage is calculated as: (Ready Time / Total Logged-in Time) * 100% Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. as follows: • An agent goes in to and out of Ready state during the interval: Total Ready Time = time out of Ready state – time in to Ready state An agent goes in to Ready state before the interval and goes out of Ready state after the interval: Total Ready Time = Interval End Time – Interval Start Time An agent goes in to Ready state before the interval and goes out of Ready state during the interval: Total Ready Time = time out of Ready state – Interval Start Time An agent goes in to Ready state during the interval and goes out of Ready state after the interval: Total Ready Time = Interval End Time – time in to Ready state • • • If an agent goes to Ready state multiple times during the interval.0(1) 2-38 . Release 7. The time that an agent goes to the Ready state is stored in ASD.eventDateTime with eventType set to 3.Chapter 2 Agent State Summary Report (by Agent) and Agent State Summary Report (by Interval) Historical Reports Query Designs Table 2-15 Agent State Summary Reports Query Design Field Ready Time Explanation Total time that an agent spent in Ready state during the interval. and the percentage of total logged-in time that an agent spent in Ready state. The time spent in Ready state depends on the agent activity.

Release 7. this field displays the sum of the time spent in each Reserved state. The time that an agent goes to the Reserved state is stored in ASD. The time spent in Reserved state depends on the agent activity.Chapter 2 Historical Reports Query Designs Agent State Summary Report (by Agent) and Agent State Summary Report (by Interval) Table 2-15 Agent State Summary Reports Query Design Field Reserved Time Explanation Total time an agent spent in the Reserved state during the interval. The percentage is calculated as: (Reserved Time / Total Logged-in Time) * 100% Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. as follows: • An agent goes in to and out of Reserved state during the interval: Total Reserved Time = time out of Reserved state – time in to Reserved state An agent goes in to Reserved state before the interval and goes out of Reserved state after the interval: Total Reserved Time = Interval End Time – Interval Start Time An agent goes in to Reserved state before the interval and goes out of Reserved state during the interval: Total Reserved Time = time out of Reserved state – Interval Start Time An agent goes in to Reserved state during the interval and goes out of Reserved state after the interval: Total Reserved Time = Interval End Time – time in to Reserved state • • • If an agent goes to the Reserved state multiple times during the interval. and the percentage total logged-in time that an agent spent in Reserved state.0(1) 2-39 .eventDateTime with eventType set to 4.

The time that an agent goes to the Talk state is stored in ASD. The time spent in Talk state depends on the agent activity. as follows: • An agent goes in to and out of Talk state during the interval: Total Talk Time = time out of Talk state – time in to Talk state An agent goes in to Talk state before the interval and goes out of Talk state after the interval: Total Talk Time = Interval End Time – Interval Start Time An agent goes in to Talk state before the interval and goes out of Talk state during the interval: Total Talk Time = time out of Talk state – Interval Start Time An agent goes in to Talk state during the interval and goes out of Talk state after the interval: Total Talk Time = Interval End Time – time in to Talk state • • • If an agent goes to the Talk state multiple times during the interval.Chapter 2 Agent State Summary Report (by Agent) and Agent State Summary Report (by Interval) Historical Reports Query Designs Table 2-15 Agent State Summary Reports Query Design Field Talk Time Explanation Total time an agent spent in the Talk state during the interval.0(1) 2-40 . The percentage is calculated as: (Talk Time / Total Logged-in Time) * 100% Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.eventDateTime with eventType set to 5. this field displays the sum of the time spent in each Talk state. and the percentage of total logged-in time that an agent spent in Talk state. Release 7.

Release 7.eventDateTime with eventType set to 6. For the Agent State Summary Report (by Interval): Summation of data in each report field during each interval. this field displays the sum of the time spent in each Work state. The percentage is calculated as: (Work Time / Total Logged-in Time) * 100% Summary For the gent State Summary Report (by Agent): Summation of data in each report field across all intervals. as follows: • An agent goes in to and out of Work state during the interval: Total Work Time = time out of Work state – time in to Work state An agent goes in to Work state before the interval and goes out of Work state after the interval: Total Work Time = Interval End Time – Interval Start Time An agent goes in to Work state before the interval and goes out of Work state during the interval: Total Work Time = time out of Work state – Interval Start Time An agent goes in to Work state during the interval and goes out of Work state after the interval: Total Work Time = Interval End Time – time in to Work state • • • If an agent goes to the Work state multiple times during the interval. Grand Total Summation of data in all report fields for all intervals. The time that an agent goes to the Work state is stored in ASD. and the percentage of total logged-in time that an agent spent in Work state.Chapter 2 Historical Reports Query Designs Agent State Summary Report (by Agent) and Agent State Summary Report (by Interval) Table 2-15 Agent State Summary Reports Query Design Field Work Time Explanation Total time an agent spent in the Work state during the interval.0(1) 2-41 . The time spent in Work state depends on the agent activity. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

0(1) 2-42 .resourceID field. Find the corresponding Resource. Join Resource.resourceID to obtain other call related data. obtain the list of resource IDs as follows: Search the Resource table for records with resourceType set to 1 (agent). obtain the list of resource IDs as follows: Obtain the list of agent names from the user selection for this parameter. obtain the list of resource IDs as follows: Obtain the list of resource group name(s) from the user selection for this parameter. Join Resource. Join RG.resourceID to obtain other call related data. 60 minutes. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Join Resource. Resource ID is stored in the Resource. Agent Names To report on a specific agent or agents.resourceID with ASD. To report on a specific resource group or groups.resourceID with ASD.Chapter 2 Agent State Summary Report (by Agent) and Agent State Summary Report (by Interval) Historical Reports Query Designs Table 2-16 Agent State Summary Reports Filter Parameters Filter Parameter All Agents (default. Interval Length Resource Group Names Options are entire report period (default). no filter parameter) Explanation To report on all agents.resourceID with ASD.resourceGroupID(s).resourceGroupID to find agents belonging to the selected resource group(s).resourceID to obtain other call related data. 30 minutes. The value of resource ID is stored in Resource.resourceGroupID with Resource.Find the corresponding RG. Release 7.resourceID.resourceID(s).

resourceID. Join Resource. respectively. Join Skill.Chapter 2 Historical Reports Query Designs Agent Summary Report Table 2-16 Agent State Summary Reports Filter Parameters (continued) Filter Parameter Skill Names Explanation To report on agents who possess a specific skill or skills. The value of resource ID is stored in Resource.resourceSkillMapID with Resource. Agent Summary Report The Agent Summary Report contains one row per agent. Find the corresponding Skill. Table 2-17 shows how the information in the Agent Summary Report is obtained or calculated.profileID to find the list of agents who belong to the selected team or teams. Release 7.profileID with Resource. Join Team.skillID with RSM.profileID. and join Team.resourceID to obtain other call related data. The Resource ID and profile ID of agents are stored in Resource. Search the Team table to find records in which Team.teamName contains values found in the list. For information about the database table names and field names that are shown in this section.resourceID with ASD.skillID and join RSM. This table provides the basic data for the Agent Summary Report.skillID(s).resourceID and Resource. Table 2-18 explains how the Agent Summary Report filter parameters obtain data. Team Names To report on a specific team or teams. Each row contains a summary of the activities of an agent. The ACD table contains information of the agents who handled ACD calls.assignedTeamID. obtain the list of resource IDs and profile IDs as follows: Obtain the list of team names from the user selection for this parameter. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 2-43 . see the “Conventions Used in this Chapter” section on page 2-3. obtain the list of resource IDs as follows: Obtain the list of skill names from the user selection for this parameter.teamID with Resource.resourceSkillMapID to find the agents who possess the selected skill(s).

as follows.resourceID with Resource.profileID with Resource. ACD. and nodeID to get ACD. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Login time is stored in ASD. Release 7.Chapter 2 Agent Summary Report Historical Reports Query Designs Table 2-17 Agent Summary Report Query Design Field Agent Name Explanation Join CCD and ACD on sessionID. sessionSeqNum. the extension that is assigned to the agent during the report period. Join ACD.resourceID. Logout time is stored in ASD.resourceID contains the resource ID of the agent who handled the call. profileID. The length of time between log in and log out is the agent logged-in time. which is stored in Resource. The calculation of the average logged-in time depends on the agent activity. For agents who have had their extension changed at some time. Extension Avg Logged-In Time The ASD provides the times that each agent logs in and logs out. In these calculations.profileID to OBTAIN the agent name.eventDateTime with eventType set to 1 (log in).extension. • An agent logs in before t1 and logs out between t1 and t2: Logged-in duration = logout time – t1 An agent logs in between t1 and t2 and logs out after t2: Logged-in duration = t2 – login time An agent logs in between t1 and t2 and logs out between t1 and t2: Logged-in duration = logout time – login time An agent logs in before t1 and logs out after t2: Logged-in duration = t2 – t1 • • • The average logged-in time for an agent is calculated as follows: Calculate the total logged-in time for an agent during the report period and divide by the number of logged-in sessions. and ACD.eventDateTime with eventType set to 7 (log out). t1 is the report start time and t2 is the report end time.resourceID and ACD.0(1) 2-44 .profileID. For agents who have not had their extension changed.resourceName. obtained from Resource.

Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Talk Time—Max Talk time of a call is obtained from ACD.startDateTime falling within the report period. Release 7.talkTime. count the number of unique CCD. and nodeID. and nodeID.workTime The maximum handle time for an agent is the longest handle time of all calls handled by the agent within the report period. The handle time of a call is calculated as follows: ACD. For each agent. Maximum talk time for an agent is the longest talk time of all the calls handled by the agent within the report period. Handle Ratio Handle Time—Avg Handle Time—Max Each call handled by an agent has an ACD record. Each call handled by an agent has an ACD record.talkTime + ACD. Talk Time—Avg Talk time of a call is obtained from ACD.sessionID with CCD.sessionID that meet the following criteria: • • • CCD. The handle time of a call is calculated as follows ACD. The average talk time for an agent is the sum of talk times of all calls handled by the agent within the report period divided by the number of calls handled within the report period.startDateTime is in the report period CCD. count the number of unique CCD. profileID.talkTime + ACD. profileID.talkTime is greater than zero Calls Presented Join ACD and CCD on sessionID and sessionSeqNum.contactDisposition is 2 (handled) ACD.holdTime + ACD.Chapter 2 Historical Reports Query Designs Agent Summary Report Table 2-17 Agent Summary Report Query Design (continued) Field Calls Handled Explanation Join ACD and CCD on sessionID. For each agent.holdTime + ACD.workTime The average handle time is the sum of the handle times of all the calls handled by the agent within the report period divided by the number of calls handled within the report period.talkTime. sessionSeqNum.0(1) 2-45 . Call Handled divided by Calls Presented.

Work Time—Avg Work time of a call is obtained from ACD. Reserved. Idle Time—Avg The ASD records the date and time that an agent goes to a specific state.workTime. or Logout state (7). Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.workTime. The length of time that the agent spends in Not Ready state is the duration of an idle session. Release 7. or Logout). or Logout). The average idle time for an agent is the sum of the durations of all of an agent’s idle sessions within the report period divided by the number of idle sessions within the report period. Idle time is the time spent in the Not Ready state (2). Work Time—Max Work time of a call is obtained from ACD. Average hold time for an agent is the sum of the hold times of all calls handled by the agent within the report period divided by the number of calls handled calls within the report period. an agent can go to Ready state (3). While in the Not Ready state (2). Reserved state (4). Idle time is the time spent in the Not Ready state (2).Chapter 2 Agent Summary Report Historical Reports Query Designs Table 2-17 Agent Summary Report Query Design (continued) Field Hold Time—Avg Explanation Hold time of a call is obtained from ACD. Hold Time—Max Hold time of a call is obtained from ACD.0(1) 2-46 . Reserved. Reserved state (4).holdTime. an agent can go to Ready state (3). The length of time that the agent spends in Not Ready state is the duration of an idle session. An idle session begins when an agent goes to Not Ready state and ends when the agent goes to the next state (Ready. Idle Time—Max The ASD records the date and time that an agent goes to a specific state.holdTime. or Logout state (7). The maximum idle time for an agent is the longest duration of the idle sessions within the report period. The average work time for an agent is the sum of work times of all calls handled by the agent within the report period divided by the number of calls handled within the report period. While in the Not Ready state (2). An idle session begins when an agent goes to Not Ready state and ends when the agent goes to the next state (Ready. The maximum hold time for an agent is the longest hold time of all calls handled by the agent within the report period. The maximum work time for an agent is the longest work time of all the calls handled by the agent within the report period.

Chapter 2

Historical Reports Query Designs Agent Summary Report

Table 2-18

Agent Summary Report Filter Parameters

Filter Parameter All agents (default, no filtering parameters)

Explanation To report on all agents, obtain the list of resource IDs and profile IDs as follows: Search and display the Resource table for agents who are active (Resource.active = 1) or who are deleted after the report start time (Resource.dateInactive later than the report start time, which means that the agent is still active during the report period). In this way, the report does not include agents who are deleted before the report start time. To report on a specific resource group or groups, obtain the list of resource IDs and profile IDs as follows: Obtain the list of resource group names from the user selection for this parameter. Search the ResourceGroup table to find records for which RG.resourceGroupName contains values found in the list. Join RG and Resource on resourceGroupID and profileID to find the list of agents who belong to the selected resource group(s). Resource ID and profile ID of agents are stored in Resource.resourceID and Resource.profileID, respectively. This report displays only agents who are active and agents who are deleted after the report start time.

Resource Group Names

Agent Names

To report on a specific agent or agents, obtain the list of resource IDs and profile IDs as follows: Obtain the list of agent names from the user selection for this parameter. These values are found in Resource.resourceName. Obtain the corresponding Resource.resourceID and Resource.profileID.

Skill Names

To report on agents with a specific skill or skills, obtain the list of resource IDs and profile IDs as follows: Obtain the list of skill names from the user selection for this parameter. Search the Skill table to find records whose Skill.skillName contains values found in the list. Join Skill and RSM on skillID and profileID to find resourceSkillMapID. Join RSM and Resource on resourceSkillMapID and profileID to find the list of agents who have the selected skill(s). Resource ID and profile ID of agents are stored in Resource.resourceID and Resource.profileID, respectively. This report displays only agents who are active and agents who are deleted after the report start time.

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Table 2-18

Agent Summary Report Filter Parameters (continued)

Filter Parameter Team Names

Explanation To report on a specific team or teams, obtain the list of resource IDs and profile IDs as follows: Obtain the list of team names from the user selection for this parameter. Search the Team table to find records in which Team.teamName contains values found in the list. Join Team.teamID with Resource.assignedTeamID, and join Team.profileID with Resource.profileID to find the list of agents who belong to the selected team or teams. The Resource ID and profile ID of agents are stored in Resource.resourceID and Resource.profileID, respectively. This report displays only the active agents and the agents who are deleted after the report start time.

Top N Calls Handled/Presented Ratio

To report on N agents who rank highest in the calls handled/presented ratio, obtain the list of resource IDs as follows: Rank the agents by the calls handled/presented ratio in descending order. In case of a tie, order the agents alphabetically by Resource.resourceLoginID. Select the top N agents. The value of resource ID is stored in Resource.resourceID. Join Resource.resourceID with ACD.resourceID and ACD.profileID to obtain other call related data.

Bottom N Calls Handled/Presented Ratio

To report on N agents who rank lowest in the calls handled/presented ratio, obtain the list of resource IDs as follows: Rank the agents by the calls handled/presented ratio in descending order. In case of a tie, order the agents alphabetically by Resource.resourceLoginID. Select the bottom N agents. The value of resource ID is stored in Resource.resourceID. Join Resource.resourceID with ACD.resourceID and ACD.profileID to obtain other call related data.

Top N Avg Hold Time

To report on N agents who rank highest in average hold time, obtain the list of resource IDs as follows: Rank the agents by average hold time in descending order. In case of a tie, order the agents alphabetically by Resource.resourceLoginID. Select the top N agents. The value of resource ID is stored in Resource.resourceID. Join Resource.resourceID with ACD.resourceID and ACD.profileID to obtain other call related data.

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Table 2-18

Agent Summary Report Filter Parameters (continued)

Filter Parameter

Explanation

Bottom N Avg Hold To report on N agents who rank lowest in average hold time, obtain the list of Time resource IDs as follows: Rank the agents by average hold time in descending order. In case of a tie, order the agents alphabetically by Resource.resourceLoginID. Select the bottom N agents. The value of resource ID is stored in Resource.resourceID. Join Resource.resourceID with ACD.resourceID and ACD.profileID to obtain other call related data. Top N Avg Talk Time To report on N agents who rank highest in average talk time, obtain the list of resource IDs as follows: Rank the agents by average talk time in descending order. In case of a tie, order the agents alphabetically by Resource.resourceLoginID. Select the top N agents. The value of resource ID is stored in Resource.resourceID. Join Resource.resourceID with ACD.resourceID and ACD.profileID to obtain other call related data. Bottom N Avg Talk Time To report on N agents who rank lowest in average talk time, obtain the list of resource IDs as follows: Rank the agents by average talk time in descending order. In case of a tie, order the agents alphabetically by Resource.resourceLoginID. Select the bottom N agents. The value of resource ID is stored in Resource.resourceID. Join Resource.resourceID with ACD.resourceID and ACD.profileID to obtain other call related data. Top N Avg Work Time To report on N agents who rank highest in average work time, obtain the list of resource IDs as follows: Rank the agents by average work time in descending order. In case of a tie, order the agents alphabetically by Resource.resourceLoginID. Select the top N agents. The value of resource ID is stored in Resource.resourceID. Join Resource.resourceID with ACD.resourceID and ACD.profileID to obtain other call related data.

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Historical Reports Query Designs

Table 2-18

Agent Summary Report Filter Parameters (continued)

Filter Parameter

Explanation

Bottom N Avg Work To report on N agents who rank lowest in average work time, obtain the list of Time resource IDs as follows: Rank the agents by average work time in descending order. In case of a tie, order the agents alphabetically by Resource.resourceLoginID. Select the bottom N agents. The value of resource ID is stored in Resource.resourceID. Join Resource.resourceID with ACD.resourceID and ACD.profileID to obtain other call related data. Top N Avg Handle Time To report on N agents who rank highest in average handle time, obtain the list of resource IDs as follows: Rank the agents by average handle time in descending order. In case of a tie, order the agents alphabetically by Resource.resourceLoginID. Select the top N agents. The value of resource ID is stored in Resource.resourceID. Join Resource.resourceID with ACD.resourceID and ACD.profileID to obtain other call related data. Bottom N Avg Handle Time To report on N agents who rank lowest in average handle time, obtain the list of resource IDs as follows: Rank the agents by average handle time in descending order. In case of a tie, order the agents alphabetically by Resource.resourceLoginID. Select the bottom N agents. The value of resource ID is stored in Resource.resourceID. Join Resource.resourceID with ACD.resourceID and ACD.profileID to obtain other call related data.

Agent Wrap-Up Data Detail Report
The Agent Wrap-Up Data Detail Report shows the details entered by an agent when entering the work state after attending an ACD. This report is available with the agent wrap-up feature. Table 2-19 shows how the information in the Agent Wrap-Up Data Detail Report is obtained or calculated. Table 2-20 explains how the Agent Wrap-Up Data Detail Report filter parameters obtain data.

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profileID to obtain Resource. when CCD. and join ACD. For IVR calls. Release 7. see the “Conventions Used in this Chapter” section on page 2-3.destinationID and CCD. which is stored in Resource.originatorID with Resource.resourceID. Obtained from CCD.resourceName. which is stored in Resource. if an agent is the originator of the call. and join CCD.resourceName. the agent is identified by CCD.destinationType = 1 (Agent type).profileID with Resource.nodeID.extension. when CCD.profileID to obtain Resource.resourceID and ACD.resourceID with Resource.resourceName.resourceID with Resource.resourceID and ACD. and join CCD.profileID.originatorID and CCD. Join CCD. when CCD.resourceID.profileID.profileID with Resource.sessionID.profileID. when CCD. Extension For ACD calls.Chapter 2 Historical Reports Query Designs Agent Wrap-Up Data Detail Report For information about the database table names and field names that are shown in this section. the agent is identified by CCD.startDateTime.profileID. Call Start Time Call End Time Obtained from CCD.originatorType = 1 (Agent type).originatorID with Resource. If an agent is the destination of an IVR call.profileID to obtain the agent name.resourceID. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. and join ACD.resourceID. and join CCD.destinationID with Resource.profileID.destinationType = 1 (Agent type). Join CCD. Join CCD. an agent is identified by the combination of ACD.resourceID.originatorType = 1 (Agent type). the agent is identified by CCD. Table 2-19 Agent Wrap-Up Data Detail Report Query Design Field Agent Name Explanation For ACD calls.originatorID and CCD.profileID with Resource. Obtained from ACD.profileID to obtain the agent name.destinationID with Resource.profileID. Obtained from ACD.profileID with Resource.endDateTime.resourceName. If an agent is the destination of an IVR call. if an agent is the originator of the call. and join CCD.profileID to obtain Resource.resourceID. an agent is identified by the combination of ACD. Join CCD.profileID with Resource. For IVR calls.destinationID and CCD.profileID with Resource. Obtained from CCD. Join ACD. Join ACD. the agent is identified by CCD.profileID to obtain Resource. Node ID Session ID Sequence No.sessionSeqNum.0(1) 2-51 .resourceName.

sessionSeqNum. The combination of CQD. sessionSeqNum. Obtained from ACD.profileID to obtain the CSQ name.recordID. and join CQD. and qIndex.Chapter 2 Agent Wrap-Up Data Detail Report Historical Reports Query Designs Table 2-19 Agent Wrap-Up Data Detail Report Query Design (continued) Field (continued) Call ANI Explanation Agent identification is stored in ACD (see Agent Name earlier in this table).workTime. profileID. with CQD. Obtained from ACD.holdTime. nodeID. Agent identification is stored in ACD (see Agent Name earlier in this table).0(1) 2-52 . Join ACD and CCD on sessionID. and profileID.profileID uniquely identifies a CSQ. which is stored in CSQ. nodeID. Join CQD. and CQD.calledNumber.csqName.targetType = 0 (CSQ type).originatorDN. Obtained from ACD. Join ACD and CQD on sessionID.profileID with CSQ.disposition = 2 (handled). Release 7. Join ACD and CCD on sessionID.talkTime.targetID with CSQ. sessionSeqNum. nodeID. Obtained from ACD. The value of this field is obtained from CCD. The value of this field is obtained from CCD. and profileID.targetID and CQD.callWrapupData. Called Number Call Routed CSQ Talk Time Hold Time Work Time Wrap-Up Data Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

obtain the list of resource IDs and profile IDs as follows: Obtain the list of agent names from the user selection for this parameter. Team Names To report on agents with a specific skill or skills.0(1) 2-53 . Skill Names To report on a specific agent or agents. Join RG and Resource on resourceGroupID and profileID to find the list of agents that belong to the selected resource group or groups. These values are in Resource.profileID.profileID.resourceID and Resource.resourceID and Resource.skillName contains values found in the list. Search the ResourceGroup table to find records for which RG. Release 7. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Join RSM and Resource on resourceSkillMapID and profileID to find the list of agents that have the selected skill or skills. obtain the list of resource IDs and profile IDs as follows: Obtain the list of skill names from the user selection for this parameter. Resource ID and profile ID of agents are stored in Resource. Join Skill and RSM on skillID and profileID to find resourceSkillMapID. Search the Skill table to find records for which Skill. This report displays only agents who are active and agents who are deleted after the report start time.resourceName. These values are in Resource.profileID. respectively.resourceGroupName contains values found in the list. respectively. This report displays only agents who are active and agents who are deleted after the report start time. Resource ID and profile ID of agents are stored in Resource. Obtain the corresponding Resource. obtain the list of resource IDs and profile IDs as follows: Obtain the list of resource group names from the user selection for this parameter.resourceName.Chapter 2 Historical Reports Query Designs Agent Wrap-Up Data Detail Report Table 2-20 Agent Wrap-Up Data Detail Report Filter Parameters Filter Parameter Agent Names Explanation To report on a specific agent or agents. Obtain the corresponding Resource.profileID.resourceID and Resource. obtain the list of resource IDs and profile IDs as follows: Obtain the list of agent names from the user selection for this parameter.resourceID and Resource. Resource Group Names To report on a specific resource group or groups.

Table 2-21 shows how the information in the Agent Wrap-up Data Summary Report is obtained or calculated. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. find the one with the maximum ACD. for all ACD records. determine the total ACD. This report is available with the agent wrap-up feature. for all ACD records. calculate (ACD.talkTime.workTime.0(1) 2-54 .holdTime + ACD. Average Work Time Total Work Time / Total ACD Calls.Chapter 2 Agent Wrap-Up Data Summary Report Historical Reports Query Designs Agent Wrap-Up Data Summary Report The Agent Wrap-up Data Summary Report displays shows detailed information about wrap-up data. find the one with maximum (talkTime + holdTime + workTime). Table 2-21 Agent Wrap-up Data Summary Report Query Design Field Wrap-Up Data Total ACD Calls Total Handle Time Average Handle Time Max Handle Time Total Talk Time Average Talk Time Max Talk Time Total Talk Time as % of Total Handle Time Total Work Time Explanation Obtained from ACD. For the selected wrap-up data. see the “Conventions Used in this Chapter” section on page 2-3.talkTime. For the selected wrap-up data. Total Talk Time / Total ACD Calls. Table 2-22 explains how the Agent Wrap-up Data Summary Report filter parameter obtains data.callWrapupData. For the selected wrap-up data.workTime) Total Handle Time / Total ACD Calls. for all ACD records. for all ACD records. (Total Talk Time / Total Handle Time) * 100% For the selected wrap-up data. determine the total ACD. count the number of ACD records. Release 7. for all ACD records.talkTime + ACD. For the selected wrap-up data. For information about the database table names and field names that are shown in this section. For the selected wrap-up data.

Obtained from CCD.applicationID.workTime.0(1) 2-55 . obtain the list of data from the user selection for this parameter. Release 7. It contains one row per call application.Chapter 2 Historical Reports Query Designs Application Performance Analysis Report Table 2-21 Agent Wrap-up Data Summary Report Query Design (continued) Field (continued) Max Work Time Total Work Time as % of Total Handle Time Explanation For the selected wrap-up data. Look up these selections in the ACD table. see the “Conventions Used in this Chapter” section on page 2-3. (Total Work Time / Total Handle Time) * 100% Table 2-22 Agent Wrap-up Data Summary Report Filter Parameter Filter Parameter Wrap-Up Data Explanation To report on a specific wrap-up data. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Table 2-23 Application Performance Analysis Report Query Design Field Application ID Application Name Call Presented Explanation Obtained from CCD.applicationName. Application Performance Analysis Report The Application Performance Analysis Report shows information about calls received by each Cisco Unified CCX or Cisco Unified IP IVR application. count the number of CCD records to determine the total number of calls presented to the application.applicationID and CCD. The information is stored in the CCD table. and include the corresponding ACD records. for all ACD records. For each application.applicationName. For information about the database table names and field names that are shown in this section. Table 2-23 shows how the information in the Application Performance Analysis Report is obtained or calculated. Each application is identified by the combination of CCD. find the one with the maximum ACD.

Table 2-24 Application Summary Report Query Design Field Application Name Called Number Explanation Obtained from CCD.origCalledNumber. For each application. see the “Conventions Used in this Chapter” section on page 2-3. Calculated as follows: Calls Abandoned / number of hours within the report period Call duration is stored in CCD. Obtained from CCD. Average call duration of an application is calculated as the sum of CCD.applicationName. For each application.applicationName. For information about the database table names and field names that are shown in this section. Calls Abandoned Abandon Rate (per hour) Avg Call Duration Application Summary Report The Application Summary Report provides summary call statistics for each Cisco Unified CCX or Cisco Unified IP IVR application.applicationID and CCD.Chapter 2 Application Summary Report Historical Reports Query Designs Table 2-23 Application Performance Analysis Report Query Design (continued) Field Calls Handled Explanation Each application is identified by the combination of CCD.connectTime.contactDisposition = 1 (abandoned) or 4 (aborted) to determine the total number of calls presented to the application. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. count the number of CCD records with CCD.applicationName.contactDisposition = 2 (handled) to determine the total number of calls presented to the application. Release 7. Table 2-24 shows how the information in the Application Summary Report is obtained or calculated. Each application is identified by the combination of CCD.0(1) 2-56 . Table 2-25 explains how the Application Summary Report filter parameter obtains data. count the number of CCD records with CCD. divided by the number of calls.connectTime for all calls in that application.applicationID and CCD.

add the values stored in ACD. CQD.origCalledNumber uniquely identifies an application. sessionSeqNum.origCalledNumber uniquely identifies an application.origCalledNumber uniquely identifies an application. For each application.applicationName and CCD. count the number of CCD records in which CCD. count the number of CCD records in which CCD. To calculate total queue time.talkTime greater than zero (so that RNAs are excluded).origCalledNumber uniquely identifies an application. this field is zero. Flow-In The combination of CCD.flowout is 1. For each application.Chapter 2 Historical Reports Query Designs Application Summary Report Table 2-24 Application Summary Report Query Design (continued) Field (continued) Calls Presented Explanation The combination of CCD. count the number of ACD records in the result set from the join. Avg Speed Answer This field includes only calls connected to agents.contactType is 4 (redirect in). profileID. For each application. Find ACD records with ACD. If number of calls connected to agents is zero for this application. and ACD on sessionID. count the number of CCD records in which CCD. Join CCD.applicationName and CCD.ringTime. Average speed to answer is calculated as: (total queue time + total ring time) / number of calls connected to agents. add the values stored in CQD. count the number of CCD records to obtain the number of calls presented to the application.applicationName and CCD. Flow-Out The combination of CCD. Release 7.0(1) 2-57 . To obtain the number of calls connected to agents. and nodeID.applicationName and CCD.queueTime. For each application. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. To obtain total ring time. Calls Handled The combination of CCD.contactDisposition is 2 (handled).

sessionSeqNum. To obtain the number of calls connected to agents. Average work time is calculated as: Total work time / number of calls connected to agents.talkTime greater than zero (so that RNAs are excluded). If number of calls connected to agents is zero for this application. To obtain total work time. CQD.Chapter 2 Application Summary Report Historical Reports Query Designs Table 2-24 Application Summary Report Query Design (continued) Field (continued) Avg Talk Time Explanation Join CCD.talkTime. and nodeID. profileID. Average talk time is calculated as: Total talk time / number of calls connected to agents. add up the values stored in ACD. add up the values stored in ACD. Avg Work Time Join CCD. and ACD on sessionID.0(1) 2-58 . Find ACD records with ACD. To obtain total talk time. To obtain the number of calls connected to agents. Release 7. count the number of ACD records in the result set from the join. If number of calls connected to agents is zero for this application. sessionSeqNum. this field is zero. and nodeID. CQD. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. count the number of ACD records in the result set from the join.workTime. this field is zero. Find ACD records with ACD. and ACD on sessionID.talkTime greater than zero (so that RNAs are excluded). profileID.

Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Avg Abandon Time The combination of CCD. For each application. Find CCD records for which values stored in CCD.applicationName are found in the selected list.Chapter 2 Historical Reports Query Designs Call Custom Variables Report Table 2-24 Application Summary Report Query Design (continued) Field (continued) Calls Abandoned Explanation The combination of CCD. Call Custom Variables Report The Call Custom Variables Report shows information about custom variables that are set by the Set Enterprise Call step in the workflow that the Cisco Unified CCX or Cisco Unified IP IVR application associated with a call invoked. count the number of CCD records in which CCD. or 5 or greater (rejected). Table 2-26 shows how the information in the Call Custom Variables Report is obtained or calculated.origCalledNumber uniquely identifies an application. If Calls Abandoned is not zero. this field is zero. Table 2-25 Aborted and Rejected Call Detail Report Filter Parameter Filter Parameter Application Name Explanation To report on a specific application or applications. calculate the sum of the values in CCD.origCalledNumber uniquely identifies an application. If Calls Abandoned is zero. Table 2-27 explains how the Call Custom Variables Report filter parameters obtain data. obtain the list of application names from the user selection for this parameter. For each application. 4 (aborted).0(1) 2-59 . Release 7.connectTime to obtain the total abandon time.applicationName and CCD. This information comes from the CCD table.applicationName and CCD.contactDisposition is 1 (abandoned). this field is calculated as: Total abandon time / Calls Abandoned.

contactDisposition.resourceID contains the resource ID of the agent who handled the call.customVariable2.profileID to obtain the agent name. Obtained from CCD. Obtained from CCD. Obtained from CCD.Chapter 2 Call Custom Variables Report Historical Reports Query Designs For information about the database table names and field names that are shown in this section. Obtained from CCD.customVariable1. see the “Conventions Used in this Chapter” section on page 2-3. Obtained from CCD. Obtained from CCD. sessionSeqNum. Obtained from CCD. Obtained from CCD.profileID.resourceID and ACD. Join CCD and ACD on sessionID.startDateTime.customVariable9.nodeID Obtained from CCD. Obtained from CCD.resourceID.sessionSeqNum.customVariable10. Obtained from CCD.customVariable4.applicationName. Obtained from CCD.customVariable3. Start Time End Time Contact Disposition Agent Name Explanation Obtained from CCD. and nodeID to obtain ACD.customVariable6. Release 7. Obtained from CCD.customVariable7. profileID.sessionID.customVariable5. Obtained from CCD. Join ACD.resourceName. ACD. Blank for ACD calls that were not handled by any agent and for IVR calls.profileID with Resource. Obtained from CCD.0(1) 2-60 .resourceID with Resource. Obtained from CCD. Application Name Custom Variable 1 Custom Variable 2 Custom Variable 3 Custom Variable 4 Custom Variable 5 Custom Variable 6 Custom Variable 7 Custom Variable 8 Custom Variable 9 Custom Variable 10 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.customVariable8. and join ACD.endDateTime. which is stored in Resource. Table 2-26 Call Custom Variables Report Query Design Field Node ID Session ID Sequence No.

Calling Number Application Name Contact Type Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. The numeric ID is mapped to contact type name as follows: 1—incoming 2—outgoing 3—internal 4—redirect-in 5—transfer-in 6—outbound preview Find CCD records for which the value stored in CCD.Chapter 2 Historical Reports Query Designs Call Custom Variables Report Table 2-27 Call Custom Variables Report Filter Parameters Filter Parameter Original Called Number Called Number Result To report on a specific original called number or numbers.0(1) 2-61 . To report on a specific calling number or numbers. To report on a specific application name or names. To report on a specific called number or numbers. obtain the list of called numbers from the user selection for this parameter. To report on a specific contact type or types.originatorDN is in the selected list.calledNumber is in the selected list. obtain the list of calling numbers from the user selection for this parameter. Find at CCD records whose value stored in CCD.applicationName is in the selected list. Find CCD records whose value stored in CCD. obtain the list of application names from the user selection for this parameter. Release 7. Find CCD records whose value stored in CCD.contactType is in the selected list. Find CCD records whose value stored in CCD.origCalledNumber is in the selected list. obtain the list of original called numbers from the user selection for this parameter. obtain the list of contact type names from the user selection for this parameter.

The numeric ID is mapped to originator type name as follows: 1—agent 2—device 3—unknown Find CCD records for which the value stored in CCD.originatorType is in the selected list.endDateTime minus CCD. Duration Greater Than or Equal to T seconds Duration Less Than or Equal to T seconds Custom Variable 1 To report on calls with duration greater than or equal to T seconds.0(1) 2-62 . The numeric ID is mapped to destination type name is as follows: 1—agent 2—device 3—unknown Find at CCD records for which the value stored in CCD. To report on calls with duration less than or equal to T seconds.Chapter 2 Call Custom Variables Report Historical Reports Query Designs Table 2-27 Call Custom Variables Report Filter Parameters (continued) Filter Parameter Originator Type Result (continued) To report on a specific originator types.endDateTime minus CCD. Find CCD records with call duration less than or equal to T. obtain the value of T from the user input for this parameter. obtain the value of T from the user input for this parameter. obtain the list of destination type from the user selection for this parameter.destinationType is in the selected list.customVariable1 matches the user input either partially or wholly. The call duration is calculated as CCD. Find CCD records for which the value stored in CCD. obtain the list of originator types from the user selection for this parameter. in number of seconds. The call duration is calculated as CCD.startDateTime. Destination Type To report on a specific destination type. Find CCD records for which the value stored in CCD. Obtain the string from the user input for this parameter. in number of seconds. Obtain the string from the user input for this parameter. Find CCD records with call duration greater than or equal to T.customVariable2 matches the user input either partially or wholly. Custom Variable 2 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.startDateTime.

customVariable7 matches the user input either partially or wholly. Find CCD records for which the value stored in CCD. Obtain the string from the user input for this parameter. Custom Variable 4 Custom Variable 5 Custom Variable 6 Custom Variable 7 Custom Variable 8 Custom Variable 9 Custom Variable 10 Any Custom Variable Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Obtain the string from the user input for this parameter. Obtain the string from the user input for this parameter.Chapter 2 Historical Reports Query Designs Call Custom Variables Report Table 2-27 Call Custom Variables Report Filter Parameters (continued) Filter Parameter Custom Variable 3 Result (continued) Obtain the string from the user input for this parameter. Find CCD records for which the value stored in CCD. Find CCD records for which the value stored in CCD. Obtain the string from the user input for this parameter.customVariable3 matches the user input either partially or wholly. Find CCD records for which the value stored in CCD.customVariablen.customVariable10 matches the user input either partially or wholly. Find CCD records for which the value stored in CCD.customVariable9 matches the user input either partially or wholly.customVariable8 matches the user input either partially or wholly. Find CCD records for which the value stored in CCD. Obtain the string from the user input for this parameter. Obtain the string from the user input for this parameter. The value of custom variable is stored in CCD. Find CCD records for which the value stored in any of the 10 custom variables matches the user input either partially or wholly. Obtain the string from the user input for this parameter. Find CCD records for which the value stored in CCD. where n = 1 to 10. Obtain the string from the user input for this parameter. Release 7.0(1) 2-63 .customVariable4 matches the user input either partially or wholly.customVariable5 matches the user input either partially or wholly.customVariable6 matches the user input either partially or wholly. Find CCD records for which the value stored in CCD.

Table 2-28 Called Number Summary Activity Report Query Design Field Called Number Call Type Explanation Obtained from CCD. The number of days in the report period is calculated as follows.Chapter 2 Called Number Summary Activity Report Historical Reports Query Designs Called Number Summary Activity Report The Called Number Summary Activity Report contains one row per called number.connectTime of all calls for that called number. The value 1 (agent) indicates an IVR call. if the report start time and the report end time are on the same day. and is not reported. For each unique CCD. The value 3 (unknown) indicates an outgoing call or a call to an unmonitored device. The value 2 (device) indicates an ACD call. The called number is stored in CCD.calledNumber.connectTime. the number of days is 1. This information is displayed in units of days. report end time – report start time For example. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. count the number of CCD records.origCalledNumber.0(1) 2-64 .destinationType. rounded up to the next integer. see the “Conventions Used in this Chapter” section on page 2-3. Total calls divided by the number of days in the report period. Release 7. Outgoing calls are not included in this report. For information about the database table names and field names that are shown in this section. Table 2-28 shows how the information in the Called Number Summary Activity Report is obtained or calculated.calledNumber Obtained from CCD. Average call duration of a called number is calculated by the sum of CCD. divided by the number of calls to that number. Total Calls Avg Calls (per day) Avg Call Duration Duration of a call is obtained from CCD.

Competence level is obtained from SG.skillID. CSQ name is stored in CSQ.recordID and CSQ. End-users can divide the report period into 30. Table 2-29 shows how the information in the Common Skill Contact Service Queue Activity Report (by Interval) is obtained or calculated.skillID to obtain the list of skill names.) Interval End Time End of an interval. calls handled.skillGroupID with SG. For information about the database table names and field names that are shown in this section. which is stored in Skill. Table 2-29 Common Skill Contact Service Queue Activity Report (by Interval) Query Design Field Interval Start Time Explanation Beginning of an interval. Skills (Competence Level) Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. and calls abandoned for each group of contact service queues (CSQs).Chapter 2 Historical Reports Query Designs Common Skill Contact Service Queue Activity Report (by Interval) Common Skill Contact Service Queue Activity Report (by Interval) The Common Skill Contact Service Queue Activity Report (by Interval) shows summary information about calls presented.skillName.csqName.competenceLevel. (The default interval length is the entire report period. End-users can divide the report period into 30.or 60-minute intervals.or 60-minute intervals. (The default interval length is the entire report period.0(1) 2-65 . Obtain these two values as described in Table 2-30 on page 2-68.profileID uniquely identifies a CSQ. Join CRD. Join SG. Table 2-30 explains how the Common Skill Contact Service Queue Activity Report (by Interval) filter parameters obtain data.skillGroupID to obtain SG.primaryCSD with CSQU.). (Such a group consists of CSQs that are configured with the same skill or skills and with difference competence levels. Release 7.recordID to obtain CSQU.skillGroupID.skillID with Skill. Join CSQU.) CSQ Name The combination of CSQ. see the “Conventions Used in this Chapter” section on page 2-3.

the record IDs of the CSQs are stored in CRD. if calls presented is not zero. CRD. Then join CRD and CCD on sessionID and sessionSeqNum to only include calls with CCD. join CRD and ACD on sessionID and sessionSeqNum to only include calls with non-zero ACD. the record IDs of the CSQs are stored in CRD. To calculate calls handled by each CSQ. Calls Presented— Queue Time Avg Queue Time is stored in CQD. then divide by Calls Handled—Total. if calls handled is not zero. If a call is presented to two CSQs. csd2. and in CRD. Maximum value stored in CQD. If it is zero. or CRD.holdTime + ACD. Handle time of a call is calculated as (ACD.csd3. In addition.holdTime + ACD.0(1) 2-66 .talkTime + ACD.talkTime. Calls Presented— Queue Time Max Calls Handled— Total Calls Handled— Handle Time Avg Calls Handled— Handle Time Max Calls Abandoned— Total Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. When a call is queued for a CSQ and then abandoned. Handle time of a call is calculated as (ACD.csd2.contactDisposition set to 2 (handled). this field is set to zero. To calculate the total number of calls abandoned from a CSQ.csd1 and in CRD.csd1. this field is set to zero. or csd3. join CRD with CCD on sessionID and sessionSeqNum to only include the records with CCD. for all calls presented to this CSQ. count the number of CRD records with unique sessionIDs that contain the record ID of the CSQ in csd1. Determine the sum of CQD. the record ID of the CSQ is stored in CRD. CRD. then divide by Calls Presented—Total.csd3. csd2.contactDisposition set to 1 (abandoned). depending on the order in which the call was queued) stores the record ID of the CSQ. In addition.queueTime. count the number of CRD records with unique sessionID that contain the record ID of the CSQ in the primaryCSD field. Release 7.queueTime values for all calls presented to this CSQ. or csd3. Only include the CRD records with primaryCSD set to –1. in CRD.csd2.csd1.workTime).csd1 (or CRD.workTime). count the number of CRD records with a unique sessionID that contain the record ID of the CSQ in csd1. In addition. If it is zero. This field is set to the maximum value of handle time for all calls handled by this CSQ.Chapter 2 Common Skill Contact Service Queue Activity Report (by Interval) Historical Reports Query Designs Table 2-29 Common Skill Contact Service Queue Activity Report (by Interval) Query Design Field (continued) Calls Presented— Total Explanation If a call is presented to one CSQ. Determine the sum of handle times for all calls handled by this CSQ. To calculate the number of calls presented to each CSQ. If a call is presented to three CSQs.talkTime + ACD.primaryCSD is –1.queueTime.csd2.

Maximum value stored in CQD. nodeID. Join CQD and CCD on sessionID.profileID with CQD.metServiceLevel is 1. Calls Abandoned— Queue Time Max Service Level— Percentage SL Met Summary for Skills Summation of statistics for all CSQs within the same logical CSQ group. CQD. and join CSQ. for all calls abandoned from this CSQ. To report on a specific CSQ or CSQs.queueTime. profileID. Release 7. obtain the list of the CSQ names from the user selection for this parameter. nodeID. then divide by Calls Abandoned—Total. sessionSeqNum. Table 2-30 Common Skill Contact Service Queue Activity Report (by Interval) Filter Parameters Filter Parameter Interval Length CSQ Names Explanation Options are entire report period (default). 30 minutes.queueTime values for all calls abandoned from this CSQ.targetID and CQD.0(1) 2-67 . which is the number of Calls Handled Within Service Level. if calls abandoned is not zero. Join CQD and ACD on sessionID.profileID to obtain the CQD records for the specified CSQs. For these CQD records.targetID. Additional search criteria is CQD. 60 minutes. this field is set to zero.queueTime. sessionSeqNum.targetType is 0 (CSQ type) and CQD.recordID with CQD. Join CSQ. For each CSQ identified by the combination of CQD. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Determine the sum of CQD. This field is calculated as follows.Chapter 2 Historical Reports Query Designs Common Skill Contact Service Queue Activity Report (by Interval) Table 2-29 Common Skill Contact Service Queue Activity Report (by Interval) Query Design Field (continued) Calls Abandoned— Queue Time Avg Explanation Queue Time is stored in CQD. determine the number of CQD records.profileID. this field is set to zero. If it is zero.targetType should be 0 (CSQ type). and qIndex. and profileID to obtain other information stored in the CCD table. if Calls Presented—Total is not zero: (Calls Handled Within Service Level / Calls Presented) * 100% If Calls Presented—Total is zero.

Table 2-31 Contact Service Queue Activity Report Query Design Field CSQ Name Explanation The combination of CSQ.profileID uniquely identifies a CSQ. Additional search criterion: CQD.profileID. sessionSeqNum.recordID and CSQ.targetID and CQD. count the number of CQD records to determine the number of calls presented to that CSQ. and nodeID to find CQD records during the report period. For information about the database table names and field names that are shown in this section. The combination of CSQ record ID and profile ID uniquely identifies a CSQ.skillName.startDateTime is within the report period).skillGroupID to obtain SG.targetType is 0 (type CSQ). Release 7. Call Skills Calls Presented Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. proilfeID.csqName. which are stored in Skill. respectively. Join CCD and CQD on sessionID. Obtain these two values as described in Table 2-32 on page 2-75. A CSQ can be configured based on resource group or based on resource skill.skillID. Join SG.profileID uniquely identifies a CSQ. see the “Conventions Used in this Chapter” section on page 2-3. CSQ name is stored in CSQ. Obtain these two values as described in Table 2-32 on page 2-75. (For these records. Table 2-31 shows how the information in the Contact Service Queue Activity Report is obtained or calculated.recordID and CSQ. These values are stored in CQD. The combination of CSQ. Join CSQ.skillID to obtain the list of skill names. the values of the corresponding CCD.0(1) 2-68 .skillGroupID with SG. For each CSQ. Table 2-32 explains how the Contact Service Queue Activity Report filter parameter obtains data. Multiple skill names are separated by commas.skillID with Skill.Chapter 2 Contact Service Queue Activity Report Historical Reports Query Designs Contact Service Queue Activity Report The Contact Service Queue Activity Report shows one line for each CSQ that is configured in Cisco Unified CCX.

targetType = 0 (CSQ type) and CQD. respectively. determine the maximum value stored in CQD.Chapter 2 Historical Reports Query Designs Contact Service Queue Activity Report Table 2-31 Contact Service Queue Activity Report Query Design (continued) Field Average Queue Time Explanation Calculated as total queue time / Calls Presented. and qIndex. and ACD. sessionSeqNum.targetID and CQD.queueTime. join ACD with CQD on sessionID.targetID and CQD. These values are stored in CQD. proilfeID. sessionSeqNum.startDateTime is within the report period). These values are stored in CQD.profileID. and nodeID with CCD. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. sessionSeqNum. Release 7. count the number of CQD records to determine the number of calls handled by the CSQ. profileID. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. To obtain CSQ information. For each CSQ. Additional search criterion: CQD.startDateTime is within the report period).talkTime greater than zero. the values of the corresponding CCD.profileID.targetID and CQD. Additional search criterion: CQD. This process provides the calls handled by agents. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. (For these records.queueTime. For each CSQ. and nodeID to find CQD records during the report period. calculate the sum of the values stored in CQD. Calls Handled Join CCD and ACD on sessionID. respectively. proilfeID. and nodeID to find CQD records during the report period. the values of the corresponding CCD. For each CSQ.targetType is 0 (type CSQ).targetType is 0 (type CSQ).profileID. Max Queue Time Join CCD and CQD on sessionID.0(1) 2-69 . (For these records. respectively.disposition = 2 (handled). The combination of CSQ record ID and profile ID uniquely identifies a CSQ. To obtain total queue time. nodeID. with CQD.contactDisposition is 2 (handled). These values are stored in CQD. sessionSeqNum. profileID. Join CCD and CQD on sessionID.

this field is zero. nodeID. and ACD.targetType = 0 (CSQ type) and CQD.Chapter 2 Contact Service Queue Activity Report Historical Reports Query Designs Table 2-31 Contact Service Queue Activity Report Query Design (continued) Field Avg Speed of Answer Explanation Join CCD and ACD on sessionID. sessionSeqNum.ringTime to obtain total ring time. and calculate the sum of the values stored in CQD. respectively. calculate the sum of the values stored in ACD. To obtain CSQ information. this field is calculated as: (total ring time + total queue time) / Calls Handled If Calls Handled is zero.queueTime to obtain total queue time.disposition = 2 (handled). profileID.talkTime greater than zero. Avg Handle Time Join CCD and ACD on sessionID. nodeID. If Calls Handled is not zero.contactDisposition is 2 (handled).targetID and CQD. sessionSeqNum. sessionSeqNum.talkTime greater than zero. join ACD with CQD on sessionID. For each CSQ. ACD. and qIndex. profileID. this field is calculated as: total handle time / Calls Handled If Calls Handled is zero. join ACD with CQD on sessionID.disposition = 2 (handled). with CQD. and ACD. with CQD. This process provides the calls handled by agents. Handle time for a call is defined as talk time + hold time + work time. calculate the sum of the values stored in ACD. respectively. and nodeID with CCD. profileID. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. sessionSeqNum. this field is zero. profileID. and ACD. Release 7.contactDisposition is 2 (handled).0(1) 2-70 .workTime to obtain the total handle time for all calls handled. For each CSQ.targetType = 0 (CSQ type) and CQD.profileID. If Calls Handled is not zero. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. These values are stored in CQD. and nodeID with CCD. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. To obtain CSQ information. This process provides the calls handled by agents.talkTime.targetID and CQD.holdTime. and qIndex.profileID. These values are stored in CQD.

calculate the handle time for each call as follows: ACD.targetType = 0 (CSQ type) and CQD. For each CSQ.holdTime + ACD. Calls Abandoned Join CCD and CQD on sessionID. sessionSeqNum. (These records have corresponding CCD.disposition = 2 (handled). sessionSeqNum. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. For each CSQ.profileID. respectively. This process provides the calls handled by agents. and nodeID to find CQD records during the report period.disposition is 1 (abandoned).startDateTime values that are within the report period) Additional search criteria are CQD.targetID and CQD. profileID. profileID.talkTime greater than zero.0(1) 2-71 .workTime This field shows the maximum handle time for all calls handled by this CSQ. nodeID.targetType is 0 (CSQ type) and CQD. count the number of CQD records to determine the number of calls abandoned from the CSQ. Release 7.targetID and CQD.profileID.talkTime + ACD. respectively. profileID.Chapter 2 Historical Reports Query Designs Contact Service Queue Activity Report Table 2-31 Contact Service Queue Activity Report Query Design (continued) Field Max Handle Time Explanation Join CCD and ACD on sessionID. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.contactDisposition is 2 (handled). and nodeID with CCD. These values are stored in CQD. To obtain CSQ information. with CQD. These values are stored in CQD. and qIndex. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. join ACD with CQD on sessionID. and ACD. sessionSeqNum.

report end time – report start time For example.targetID and CQD. respectively. Release 7.disposition is 1 (abandoned).targetType is 0 (CSQ type) and CQD. and nodeID to find CQD records during the report period. profileID. calculate the sum of the values stored in CQD.0(1) 2-72 . find the maximum value stored in CQD. profileID. respectively. and nodeID to find CQD records during the report period.startDateTime values that are within the report period) Additional search criteria are CQD. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. These values are stored in CQD. This information is displayed in units of days. rounded up to the next integer. sessionSeqNum. These values are stored in CQD.startDateTime values that are within the report period) Additional search criteria are CQD. Max Time to Abandon Join CCD and CQD on sessionID.profileID. (These records have corresponding CCD.Chapter 2 Contact Service Queue Activity Report Historical Reports Query Designs Table 2-31 Contact Service Queue Activity Report Query Design (continued) Field Avg Time to Abandon Explanation Join CCD and CQD on sessionID. if the report start time and the report end time are on the same day.profileID. Avg Abandon Per Day Calculated as Calls Abandoned / number of days during report period. The number of days is calculated as follows. sessionSeqNum. For each CSQ. this field is zero.targetID and CQD. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. the number of days is 1.queueTime.targetType is 0 (CSQ type) and CQD. (These records have corresponding CCD.disposition is 1 (abandoned). If Calls Abandoned is not zero. For each CSQ. The combination of CSQ record ID and profile ID uniquely identifies a CSQ.queueTime to obtain total queue time for abandoned calls. this field is: total queue time / Calls Abandoned If Calls Abandoned is zero.

The combination of CSQ record ID and profile ID uniquely identifies a CSQ. If Calls Dequeued is not zero. (These records have corresponding CCD. For each CSQ. sessionSeqNum. this field is zero. profileID. this field is calculated as: total queue time / Calls Dequeued If Calls Dequeued is zero. calculate the sum of the values stored in CQD. profileID. These values are stored in CQD. sessionSeqNum.) Additional search criteria are CQD. (These records have corresponding CCD.disposition is 3 (dequeued). respectively. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. find the maximum number of calls abandoned on a particular day during the report period.) Additional search criteria are CQD. respectively.startDateTime values within the report period.startDateTime values that are within the report period) Additional search criteria are CQD. and nodeID to find CQD records during the report period. For each CSQ. CCD.Chapter 2 Historical Reports Query Designs Contact Service Queue Activity Report Table 2-31 Contact Service Queue Activity Report Query Design (continued) Field Max Abandon Per Day Explanation Join CCD and CQD on sessionID. For each CSQ.targetType is 0 (CSQ type) and CQD.profileID.profileID. profileID.disposition is 3 (dequeued).queueTime to get determine queue time. Release 7.disposition is 1 (abandoned). These values are stored in CQD.0(1) 2-73 . count the number of CQD records to determine the number of calls dequeued from the CSQ.targetID and CQD.targetType is 0 (CSQ type). and nodeID to find CQD records during the report period. and nodeID to find CQD records during the report period. These values are stored in CQD.startDateTime values within the report period. For each CSQ and each day during the report period. respectively. (These records have corresponding CCD.targetID and CQD.targetID and CQD. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.profileID. Calls Dequeued Join CCD and CQD on sessionID.targetType is 0 (CSQ type). and CQD. and CQD. The combination of CSQ record ID and profile ID uniquely identifies a CSQ.startDateTime is used to determine on which day a call is abandoned. sessionSeqNum. Avg Time to Dequeue Join CCD and CQD on sessionID. count the number of CQD records to determine the number of calls abandoned from the CSQ.

sessionSeqNum. These values are stored in CQD. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.) Additional search criteria are CQD. profileID. respectively.0(1) 2-74 . These values are stored in CQD.startDateTime values within the report period).Chapter 2 Contact Service Queue Activity Report Historical Reports Query Designs Table 2-31 Contact Service Queue Activity Report Query Design (continued) Field Max Time to Dequeue Explanation Join CCD and CQD on sessionID. Additional search criteria are: CQD.targetID and CQD. The combination of CSQ record ID and profile ID uniquely identifies a CSQ.targetID and CQD. count the number of CQD records to determine the number of calls handled by script or another CSQ. (These records have corresponding CCD. determine the maximum value stored in CQD. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. and nodeID to find CQD records during the report period.profileID for CSQs with CSQ. This action determines the active CSQs and CSQs that are deleted after the report start time (they are still active during the report period). no filter parameter) Explanation Search the CSQ table to find CSQ. and CQD.targetType is 0 (CSQ type).startDateTime values within the report period. Table 2-32 Contact Service Queue Activity Report Filter Parameter Filter Parameter All CSQs (default.targetType is 0 (CSQ type).recordID and CSQ.profileID. and CQD. and nodeID to find CQD records during the report period.queueTime. respectively. sessionSeqNum.disposition is 4 (handled by script) or 5 (handled by another CSQ).profileID. (These records have corresponding CCD. Calls Handled by Other Join CCD and CQD on sessionID. profileID.disposition is 3 (dequeued). Release 7. For each CSQ. For each CSQ.dateInactive set to null or set to a date/time later than the report start time.

Chapter 2 Historical Reports Query Designs Contact Service Queue Activity Report (by CSQ) and Contact Service Queue Activity Report (by Interval) Table 2-32 Contact Service Queue Activity Report Filter Parameter (continued) Filter Parameter CSQ Names Explanation Obtain the list of CSQ names from the user selection for this parameter. Obtain the corresponding CSQ. information presented is sorted first by CSQ.profileID. search the CSQ table to find records for which CSQ.profileID from the user selection for this parameter as follows: • • • CSQ Types If user selects Resource Group.profileID. Table 2-34 explains how the Contact Service Queue Activity Reports filter parameters obtain data. search the CSQ table for records with CSQ. then by CSQ. handled. To report on a specific CSQ type or types.csqName contains values that are in the list.recordID and CSQ. see the “Conventions Used in this Chapter” section on page 2-3.0(1) 2-75 .recordID and CSQ. abandoned.resourcePoolType = 2 (skill group type). information presented is sorted first by interval. Search the CSQ table to find records for which CSQ. For information about the database table names and field names that are shown in this section. then by interval.recordID and CSQ.csqName contains values that are in the list. and about the number and percentage of calls presented. obtain the list of CSQ. In the Contact Service Queue Activity Report (by CSQ). search the CSQ table for records with CSQ. and dequeued. Table 2-33 shows how the information in the Contact Service Queue Activity Reports is obtained or calculated. If user selects both Resource Group and Skill Group. Obtain the corresponding CSQ. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Contact Service Queue Activity Report (by CSQ) and Contact Service Queue Activity Report (by Interval) The Contact Service Queue Activity Report (by CSQ) and the Contact Service Queue Activity Report (by Interval) show information about service levels. Release 7.resourcePoolType = 1 (resource group type). If user selects Skill Group. In the Contact Service Queue Activity Report (by Interval).

disposition is 1 (abandoned). regardless of whether they were handled within Service Level Met— the service level.skillID with Skill. Calls Aband < SL Percentage of Considers calls handled only.targetID and CQD. Obtain these two values as described in Table 2-34 on page 2-79. For each CSQ identified by the combination of CQD.) Service Level (sec) Calls Hand < SL Obtained from CSQU. Beginning of an interval. For each CSQ identified by the combination of CQD.skillID. Obtain these two values as described in Table 2-34 on page 2-79. Join SG.recordID and CSQ.targetType is 0 (CSQ type).targetType is 0 (CSQ type).profileID uniquely identifies a CSQ.csqName. End-users can divide the report period into 30.serviceLevel. (Corresponding CCD records have CCD. nodeID. profileID.profileID.0(1) 2-76 . which is stored in Skill. profileID. Only Handled This value is calculated as follows: (number of calls handled within service level / number of calls handled) * 100% Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. (The default interval length is the entire report period. and qIndex. Join ACD and CQD on sessionID.profileID.recordID and CSQ. Join CSQ. End-users can divide the report period into 30.targetID and CQD. and CQD. Release 7. sessionSeqNum.or 60-minute intervals.skillGroupID to get SG.metServiceLevel = 1. sessionSeqNum.skillName.) Additional search criteria are CQD.skillID to obtain the list of skill names.Chapter 2 Historical Reports Query Designs Contact Service Queue Activity Report (by CSQ) and Contact Service Queue Activity Report (by Interval) Table 2-33 Contact Service Queue Activity Reports Query Design Field CSQ Name Explanation The combination of CSQ. Join CCD and CQD on sessionID. Multiple skill names are concatenated with commas. CSQ name is stored in CSQ. This value does not consider calls abandoned.or 60-minute intervals.startDateTime during the report period. and CQD.) Call Skills Interval Start Time Interval End Time End of an interval.profileID uniquely identifies a CSQ. and nodeID to determine CQD records during the report period. The combination of CSQ. Additional search criteria are CQD.metServiceLevel is 1. count the number of CQD records with CQD. (The default interval length is the entire report period. count the number of CQD records.skillGroupID with SG.

targetID and CQD.0(1) 2-77 . (For these records. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. respectively. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.targetType is 0 (type CSQ).Chapter 2 Historical Reports Query Designs Contact Service Queue Activity Report (by CSQ) and Contact Service Queue Activity Report (by Interval) Table 2-33 Contact Service Queue Activity Reports Query Design (continued) Field Explanation Percentage of Does not include information for calls that were abandoned within the service Service Level Met— level. The additional search criterion is CQD. and nodeID to determine CQD records during the report period. Without Abandon This value is calculated as follows: (number of calls handled within service level / (number of calls presented – number of calls abandoned within service level)) * 100% Percentage of Considers calls abandoned within the service level as meeting the service level. For each CSQ. CSQ record ID and profile ID are stored in CQD. the corresponding CCD. sessionSeqNum. Release 7.profileID. proilfeID. Negative Abandon This value is calculated as follows: (number of calls handled within service level / number of calls presented) * 100% Calls Presented Join CCD and CQD on sessionID.startDateTime is during the report period). count the number of CQD records to determine the number of calls presented to that CSQ. Service Level Met— This value is calculated as follows: Positive Abandon ((number of calls handled within service level + number of calls abandoned within service level) / number of calls presented) * 100% Percentage of Considers calls abandoned within the service level as not meeting the service Service Level Met— level.

Chapter 2 Historical Reports Query Designs Contact Service Queue Activity Report (by CSQ) and Contact Service Queue Activity Report (by Interval) Table 2-33 Contact Service Queue Activity Reports Query Design (continued) Field Calls Handled Explanation Join CCD and ACD on sessionID.profileID. or 5 (handled by another CSQ and therefore dequeued from this CSQ).disposition is 3 (dequeued via Dequeue step).targetID and CQD. sessionSeqNum.targetID and CQD.disposition is 1 (abandoned).disposition = 2 (handled).targetID and CQD. and nodeID to determine CQD records during the report period. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. profileID. 4 (call handled by workflow script and therefore dequeued from this CSQ).0(1) 2-78 . count the number of CQD records. Release 7.startDateTime during the report period. The percentage is calculated as follows: (calls abandoned / calls presented) * 100% Calls Dequeued Join CCD and CQD on sessionID.talkTime greater than zero. CSQ record ID and profile ID are stored in CQD. join ACD with CQD on sessionID. profileID. profileID. with CQD. The percentage is calculated as follows: (calls dequeued / calls presented) * 100% Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. sessionSeqNum.targetType is 0 (CSQ type).targetType = 0 (CSQ type) and CQD. and qIndex. count the number of CQD records to determine the number of calls handled by the CSQ. profileID. To obtain the CSQ information. and nodeID with CCD. For each CSQ identified by the combination of CQD. For each CSQ. and nodeID to determine CQD records during the report period. This process determines the calls handled by agents.startDateTime during the report period. and CQD. sessionSeqNum. sessionSeqNum. respectively.) Additional search criteria are CQD.profileID. nodeID. (Corresponding CCD records have CCD. (Corresponding CCD records have CCD.contactDisposition = 2 (handled) and ACD. count the number of CQD records. The percentage is calculated as follows: (calls handled / calls presented) * 100% Calls Abandoned Join CCD and CQD on sessionID.profileID.) Additional search criteria are CQD.targetType is 0 (CSQ type). For each CSQ identified by the combination of CQD. and CQD.

Join CSQ.Chapter 2 Historical Reports Query Designs Contact Service Queue Call Distribution Summary Report Table 2-34 Contact Service Queue Activity Reports Filter Parameters Filter Parameter All CSQs (default.dateInactive is later than report start time. which means that agent is still active during the report period). In this way. no filter) Explanation To report on all agents. nodeID. For information about the database table names and field names that are shown in this section. Join CQD and CCD on sessionID.targetID.0(1) 2-79 . Table 2-35 shows how the information in the Contact Service Queue Call Distribution Summary Report is obtained or calculated.profileID to obtain the CQD records for the specified CSQs. obtain the list of the CSQ names from the user selection for this parameter. 30 minutes. the report does not include agents who are deleted before the report start time. and profileID to obtain other information stored in the CCD table. 60 minutes. The time interval lengths can be configured by users.profileID with CQD. CQD.active = 1) or who are deleted after report start time (Resource. and join CSQ. To report on a specific CSQ or CSQs.recordID with CQD. Release 7. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Options are entire report period (default). Table 2-36 explains how the Contact Service Queue Call Distribution Summary Report filter parameters obtain data. For these CQD records.targetType should be 0 (CSQ type). sessionSeqNum. obtain the list of resource IDs and profile IDs as follows: Search and display the Resource table for agents who are active (Resource. see the “Conventions Used in this Chapter” section on page 2-3. Interval Length CSQ Name Contact Service Queue Call Distribution Summary Report The Contact Service Queue Call Distribution Summary Report shows the number and percentage of calls handled and dequeued in four different time intervals.

CSQ name is stored in CSQ. count the number of CQD records to determine the number of calls handled by the CSQ. sessionSeqNum. and nodeID with CCD. The combination of CSQ record ID and profile ID uniquely identifies a CSQ.0(1) 2-80 . and ACD. nodeID. with CQD. sessionSeqNum. sessionSeqNum. To obtain CSQ information. and qIndex.profileID uniquely identifies a CSQ.skillID with Skill.targetID and CQD.skillName. this field is zero.csqName.skillID to obtain the list of skill names. For each CSQ. this field is calculated as Handled With (Total Calls Handled with Queue Time in 0–T seconds / Calls Handled) * Queue Time 0–T sec 100% If Calls Handled is zero. and ACD.skillID. profileID.targetID and CQD. These values are stored in CQD.targetType = 0 (CSQ type) and CQD. respectively. Join SG. join ACD with CQD on sessionID.contactDisposition is 2 (handled).profileID uniquely identifies a CSQ. For each CSQ. count the number of CQD records in which the value stored in CQD.profileID. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.skillGroupID with SG. Release 7.recordID and CSQ. which are stored in Skill. and nodeID with CCD. profileID. respectively. profileID.Chapter 2 Contact Service Queue Call Distribution Summary Report Historical Reports Query Designs Table 2-35 Contact Service Queue Call Distribution Summary Report Query Design Field CSQ Name Explanation The combination of CSQ.disposition = 2 (handled). Join CCD and ACD on sessionID. These values are stored in CQD.recordID and CSQ. Multiple skill names are separated by commas. and qIndex.targetType = 0 (CSQ type) and CQD.talkTime greater than zero. Call Skills Calls Handled Total Calls Handled With Queue Time 0–T sec Join CCD and ACD on sessionID. profileID. Obtain these two values as described in Table 2-36 on page 2-84. Percentage Calls If Calls Handled is not zero. This process provides the calls handled by agents. join ACD with CQD on sessionID.disposition = 2 (handled). To obtain CSQ information. with CQD. sessionSeqNum. Join CSQ.contactDisposition is 2 (handled). The combination of CSQ record ID and profile ID uniquely identifies a CSQ. This process provides the calls handled by agents.talkTime greater than zero. The combination of CSQ.profileID.skillGroupID to obtain SG.queueTime is less than or equal to T seconds. nodeID. Obtain these two values as described in Table 2-36 on page 2-84.

Release 7.talkTime greater than zero. To obtain CSQ information. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. and ACD. and qIndex. count the number of CQD records in which the value stored in CQD. respectively.contactDisposition is 2 (handled). sessionSeqNum.targetType = 0 (CSQ type) and CQD.targetType = 0 (CSQ type) and CQD.0(1) 2-81 . This process provides the calls handled by agents. respectively.Chapter 2 Historical Reports Query Designs Contact Service Queue Call Distribution Summary Report Table 2-35 Contact Service Queue Call Distribution Summary Report Query Design (continued) Field (continued) Total Calls Handled With Queue Time 0–2T sec Explanation Join CCD and ACD on sessionID. To obtain CSQ information.profileID.profileID. with CQD.disposition = 2 (handled). this field is calculated as: (Total Calls Handled with Queue Time in 0–2T seconds / Calls Handled) * 100% If Calls Handled is zero. and ACD. and nodeID with CCD. For each CSQ. Percentage Calls Handled With Queue Time 0–2T sec Total Calls Handled With Queue Time 0–3T sec If Calls Handled is not zero. profileID. Join CCD and ACD on sessionID.targetID and CQD. sessionSeqNum. sessionSeqNum. nodeID.disposition = 2 (handled). Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.targetID and CQD. profileID. This process provides the calls handled by agents. sessionSeqNum. and nodeID with CCD. and qIndex. For each CSQ. Percentage Calls Handled With Queue Time 0–3T sec If Calls Handled is not zero.queueTime is less than or equal to 3T seconds. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. These values are stored in CQD. nodeID. profileID. join ACD with CQD on sessionID. join ACD with CQD on sessionID. count the number of CQD records in which the value stored in CQD. profileID.contactDisposition is 2 (handled). this field is calculated as: (Total Calls Handled with Queue Time in 0–3T seconds / Calls Handled) * 100% If Calls Handled is zero.talkTime greater than zero. this field is zero.queueTime is less than or equal to 2T seconds. with CQD. this field is zero. These values are stored in CQD.

startDateTime values that are within the report period) Additional search criteria are CQD. (These records have corresponding CCD. join ACD with CQD on sessionID. and nodeID to find CQD records during the report period. For each CSQ. (These records have corresponding CCD.queueTime is less than or equal to T seconds. and ACD. with CQD. respectively.disposition = 2 (handled). profileID. To obtain CSQ information. respectively. The combination of CSQ record ID and profile ID uniquely identifies a CSQ.targetID and CQD.targetType is 0 (CSQ type) and CQD.queueTime is less than or equal to 4T seconds. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. This process provides the calls handled by agents.Chapter 2 Contact Service Queue Call Distribution Summary Report Historical Reports Query Designs Table 2-35 Contact Service Queue Call Distribution Summary Report Query Design (continued) Field (continued) Total Calls Handled With Queue Time 0–4T sec Explanation Join CCD and ACD on sessionID. respectively. Percentage Calls Handled With Queue Time 0–4T sec Calls Abandoned If Calls Handled is not zero. sessionSeqNum. and qIndex. profileID.profileID.startDateTime values that are within the report period) Additional search criteria are CQD. count the number of CQD records in which the value stored in CQD.profileID. For each CSQ.profileID. profileID. count the number of CQD records in which the value stored in CQD.targetID and CQD. For each CSQ. sessionSeqNum. The combination of CSQ record ID and profile ID uniquely identifies a CSQ.0(1) 2-82 .targetID and CQD.disposition is 1 (abandoned). profileID.disposition is 1 (abandoned). sessionSeqNum. Release 7.targetType = 0 (CSQ type) and CQD. and nodeID with CCD.contactDisposition is 2 (handled). this field is calculated as: (Total Calls Handled with Queue Time in 0–4T seconds / Calls Handled) * 100% If Calls Handled is zero. and nodeID to find CQD records during the report period.targetType is 0 (CSQ type) and CQD. sessionSeqNum. These values are stored in CQD. These values are stored in CQD. These values are stored in CQD. Total Calls Abandoned With Queue Time 0–T Join CCD and CQD on sessionID. nodeID. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.talkTime greater than zero. this field is zero. count the number of CQD records to determine the number of calls abandoned from the CSQ. Join CCD and CQD on sessionID.

startDateTime values that are within the report period) Additional search criteria are CQD. this field is calculated as: (Total Calls Abandoned with Queue Time 0–3T seconds / Calls Abandoned) * 100% If Calls Abandoned is zero. Total Calls Abandoned With Queue Time 0–2T sec Percentage Calls Abandoned With Queue Time 0–2T sec Total Calls Abandoned With Queue Time 0–3T sec If Calls Abandoned is not zero. respectively. sessionSeqNum. The combination of CSQ record ID and profile ID uniquely identifies a CSQ. this field is calculated as: (Total Calls Abandoned with Queue Time 0–T seconds / Calls Abandoned) * 100% If Calls Abandoned is zero. (These records have corresponding CCD. and nodeID to find CQD records during the report period.disposition is 1 (abandoned).disposition is 1 (abandoned). These values are stored in CQD. count the number of CQD records in which the value stored in CQD. For each CSQ. The combination of CSQ record ID and profile ID uniquely identifies a CSQ.profileID. For each CSQ.queueTime is less than or equal to 3T seconds. sessionSeqNum.startDateTime values that are within the report period) Additional search criteria are CQD.targetType is 0 (CSQ type) and CQD. count the number of CQD records in which the value stored in CQD. profileID. (These records have corresponding CCD.queueTime is less than or equal to 2T seconds. this field is zero. this field is zero. These values are stored in CQD. this field is zero. profileID. Release 7.Chapter 2 Historical Reports Query Designs Contact Service Queue Call Distribution Summary Report Table 2-35 Contact Service Queue Call Distribution Summary Report Query Design (continued) Field (continued) Percentage Calls Abandoned With Queue Time 0–T Explanation If Calls Abandoned is not zero. Join CCD and CQD on sessionID.0(1) 2-83 .profileID.targetID and CQD.targetType is 0 (CSQ type) and CQD. this field is calculated as: (Total Calls Abandoned with Queue Time 0–2T seconds / Calls Abandoned) * 100% If Calls Abandoned is zero. respectively. Percentage Calls Abandoned With Queue Time 0–3T sec If Calls Abandoned is not zero. Join CCD and CQD on sessionID.targetID and CQD. and nodeID to find CQD records during the report period. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

Chapter 2 Contact Service Queue Call Distribution Summary Report

Historical Reports Query Designs

Table 2-35

Contact Service Queue Call Distribution Summary Report Query Design (continued)

Field (continued) Total Calls Abandoned With Queue Time 0–4T sec

Explanation Join CCD and CQD on sessionID, sessionSeqNum, profileID, and nodeID to find CQD records during the report period. (These records have corresponding CCD.startDateTime values that are within the report period) Additional search criteria are CQD.targetType is 0 (CSQ type) and CQD.disposition is 1 (abandoned). The combination of CSQ record ID and profile ID uniquely identifies a CSQ. These values are stored in CQD.targetID and CQD.profileID, respectively. For each CSQ, count the number of CQD records in which the value stored in CQD.queueTime is less than or equal to 4T seconds.

Percentage Calls Abandoned With Queue Time 0–4T sec

If Calls Abandoned is not zero, this field is calculated as: (Total Calls Abandoned with Queue Time 0–4T seconds / Calls Abandoned) * 100% If Calls Abandoned is zero, this field is zero.

Table 2-36

Contact Service Queue Call Distribution Summary Report Filter Parameters

Filter Parameter All CSQs (default, no filter parameter)

Explanation Search the CSQ table to find CSQ.recordID and CSQ.profileID for CSQs with CSQ.dateInactive set to null or set to a date/time later than the report start time. This action determines the active CSQs and CSQs that are deleted after the report start time (they are still active during the report period). Obtain the list of CSQ names from the user selection for this parameter. Search the CSQ table to find records for which CSQ.csqName contains values that are in the list. Obtain the corresponding CSQ.recordID and CSQ.profileID. Obtained from user input for this parameter. Indicates the length of the time interval, in number of seconds.

CSQ Names

Time Interval (sec) T

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Historical Reports Query Designs Contact Service Queue Priority Summary Report

Contact Service Queue Priority Summary Report
The Contact Service Queue Priority Summary Report shows the total number of calls presented to each CSQ selected. It also shows the total number of calls by priority and the average number of calls per day, by priority, that were presented to each CSQ. Table 2-37 shows how the information in the Contact Service Queue Priority Summary Report is obtained or calculated. Table 2-38 explains how the Contact Service Queue Priority Summary Report filter parameter obtains data. For information about the database table names and field names that are shown in this section, see the “Conventions Used in this Chapter” section on page 2-3.
Table 2-37 Contact Service Queue Priority Summary Report Query Design

Field CSQ Name

Explanation The combination of CSQ.recordID and CSQ.profileID uniquely identifies a CSQ. Obtain these two values as described in Table 2-38 on page 2-86. CSQ name is stored in CSQ.csqName. The combination of CSQ.recordID and CSQ.profileID uniquely identifies a CSQ. Obtain these two values as described in Table 2-38 on page 2-86. Join CSQ.skillGroupID with SG.skillGroupID to get SG.skillID. Join SG.skillID with Skill.skillID to get the list of skill names, stored in Skill.skillName. Multiple skill names are concatenated with commas. Join CCD and CQD on sessionID, sessionSeqNum, profileID, and nodeID to find CQD records during the report period. (The corresponding CCD records have CCD.startDateTime during the report period). Additional search criterion is CQD.targetType is 0 (CSQ type). For each CSQ, which is uniquely identified by the combination of CQD.targetID and CQD.profileID, count the number of CQD records to determine the number of calls presented to each CSQ.

Call Skills

Total Calls Presented

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Table 2-37

Contact Service Queue Priority Summary Report Query Design (continued)

Field (continued) Total Number of Calls by Priority (Priority 1 through Priority 10)

Explanation Join CCD and CQD on sessionID, sessionSeqNum, profileID, and nodeID to find CQD records during the report period. (The corresponding CCD records have CCD.startDateTime during the report period). Join CQD and CRD on sessionID, sessionSeqNum, profileID, nodeID, and qIndex. Additional search criterion is CQD.targetType is 0 (CSQ type). For each CSQ (identified by CQD.targetID and CQD.profileID), and each call priority (identified by CRD.finalPriority), count the number of CQD records to determine the number of calls presented to each CSQ for each call priority.

Average Number of Calls by Priority (Priority 1 through Priority 10)

If the number of days within the report period is not zero, this field is calculated as follows: (Total Calls Presented by Call Priority / number of days within report period) * 100% If the number of days within the report period is zero, this field is zero. Number of days within report period is the maximum value stored in CQD.queueTime for all calls abandoned from this CSQ.

Table 2-38

Contact Service Queue Priority Summary Report Filter Parameter

Filter Parameter All CSQs (default, no filter parameter)

Explanation Search the CSQ table to find CSQ.recordID and CSQ.profileID for CSQs with CSQ.dateInactive set to null or set to a date/time later than the report start time. This action determines the active CSQs and CSQs that are deleted after the report start time (they are still active during the report period). Obtain the list of CSQ names from the user selection for this parameter. Search the CSQ table to find records for which CSQ.csqName contains values that are in the list. Obtain the corresponding CSQ.recordID and CSQ.profileID.

CSQ Name

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Contact Service Queue Service Level Priority Summary Report
The Contact Service Queue Service Level Priority Summary Report contains information about the total number and percentage of calls that are handled within service level, and the number and percentage of calls that are handled within service level for each call priority. Table 2-39 shows how the information in the Contact Service Queue Service Level Priority Summary Report is obtained or calculated. Table 2-40 explains how the Contact Service Queue Service Level Priority Summary Report filter parameter obtains data. For information about the database table names and field names that are shown in this section, see the “Conventions Used in this Chapter” section on page 2-3.
Table 2-39 Contact Service Queue Service Level Priority Summary Report Query Design

Field CSQ Name (Call Skills) Service Level (sec) Calls Presented

Explanation The combination of CSQ.recordID and CSQ.profileID uniquely identifies a CSQ. Obtain these two values as described in Table 2-40 on page 2-89. CSQ name is stored in CSQ.csqName. Obtained from CSQ.serviceLevel Join CCD and CQD on sessionID, sessionSeqNum, profileID, and nodeID to find CQD records during the report period. (The corresponding CCD records have CCD.startDateTime during the report period). Additional search criterion is CQD.targetType is 0 (CSQ type). For each CSQ, which is uniquely identified by the combination of CQD.targetID and CQD.profileID, count the number of CQD records to determine the number of calls presented to each CSQ.

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For each CSQ (identified by CQD. sessionSeqNum. Number of Calls that Met Service Level for Each Call Priority (Priority 1 through Priority 10) Join CCD. sessionSeqNum. Percentage of Calls that Met Service Level for Each Call Priority (Priority 1 through Priority 10) If total calls presented for each call priority is not zero.finalPriority). CQD. count the number of CQD records. and ACD on sessionID. Additional search criteria is. Join CQD and ACD also on qIndex. CQD. and ACD on sessionID. this field is zero.profileID). and profileID. This is the number of calls handled by each CSQ which met the specified service level. Additional search criteria are: CCD. this field is calculated as follows: (number of calls that met SL for each call priority / total calls presented for each call priority) * 100% If total calls presented for each call priority is zero. and each call priority (identified by CRD.0(1) 2-88 . CCD. Release 7. nodeID. count the number of CQD records whose value in CQD.disposition is 2 (handled).targetType is 0 (CSQ type). and ACD. nodeID.targetID and CQD.contactDisposition is 2 (handled). CQD. count the number of CQD records for which the value of CQD.talkTime is grater than 0.targetType is 0 (CSQ type).metServiceLevel is 1. this field is zero. For each CSQ identified by the combination of CQD.profileID). and profileID.targetID and CQD.targetID and CQD. and ACD.talkTime is greater than zero.Chapter 2 Contact Service Queue Service Level Priority Summary Report Historical Reports Query Designs Table 2-39 Contact Service Queue Service Level Priority Summary Report Query Design Field (continued) Total Service Level Met Explanation Join CCD. CQD. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Join CQD and ACD also on qIndex.metServiceLevel is 1. and qIndex. Percent SL Met If Calls Presented is not zero.finalPriority).profileID.finalPriority. this field is calculated as: (Total Service Level Met / Calls Presented) * 100% If Calls Presented is zero. Join CRD also on sessionID. CQD. and each call priority (identified by CRD. This total is the number of calls handled by each CSQ for each call priority which met the specified service level. Total calls presented for each call priority is calculated as follows: For each CSQ (identified by CQD.contactDisposition is 2 (handled). The call priority is stored in CRD. profileID. CQD. This total is the number of calls handled by each CSQ for each call priority which met the specified service level. nodeID.disposition is 2 (handled). sessionSeqNum.

see the “Conventions Used in this Chapter” section on page 2-3. Table 2-42 explains how the CSQ-Agent Summary Report filter parameter obtains data. Obtain the list of CSQ names from the user selection for this parameter.recordID and CSQ. Table 2-41 shows how the information in the CSQ-Agent Summary Report is obtained or calculated.csqName contains values that are in the list. Search the CSQ table to find records for which CSQ.dateInactive set to null or set to a date/time later than the report start time.recordID and CSQ.0(1) 2-89 . Release 7.profileID for CSQs with CSQ. The CSQ-Agent Summary Report shows. For information about the database table names and field names that are shown in this section. CSQ Names CSQ-Agent Summary Report An agent can handle calls for multiple CSQs. no filter parameter) Explanation Search the CSQ table to find CSQ. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. for each agent.Chapter 2 Historical Reports Query Designs CSQ-Agent Summary Report Table 2-40 Contact Service Queue Service Level Priority Summary Report Filter Parameter Filter Parameter All CSQs (default. information about calls handled in each CSQ. This action determines the active CSQs and CSQs that are deleted after the report start time (they are still active during the report period).profileID. Obtain the corresponding CSQ.

CSQ name is stored in CSQ. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. extension or resource group). a resource ID is created and the old one is set to deactivated.resourceLoginID. search the Resource table for corresponding Resource. Given Resource.profileID.extension. Obtain these two values as described in Table 2-42 on page 2-92.csqName.resourceLoginID.resourceID and Resource.recordID and CSQ. search the Resource table for the corresponding Resource. Extension Given Resource.resourceName and Resource.resourceName. The agent name is stored in Resource. Call record tables (ACD and ASD) refer to agent by resource ID and profile ID.Chapter 2 CSQ-Agent Summary Report Historical Reports Query Designs Table 2-41 CSQ-Agent Summary Report Query Design Field CSQ Name Explanation The combination of CSQ. If an agent extension changed. Release 7.profileID uniquely identifies a CSQ.0(1) 2-90 . display the most recent extension assigned to the agent. Note Agent Name Note: One resourceName/resourceLoginID combination may have multiple resourceID/profileID combinations because when an agent has a certain attribute changed (for example.resourceName and Resource. These two fields uniquely identify an agent.

Additional search criteria are CQD. Talk Time Avg If Calls Handled is not zero.resourceID with Resource.profileID to find Resource.talkTime is greater than zero. nodeID.targetType is 0 (CSQ type). and ACD. Release 7.profileID with Resource.ringTime. and qIndex to find the agent who handles the call. Join CCD and CQD on sessionID. count the number of ACD records to determine the number of calls handled by the specified CSQ-Agent combination. To uniquely identify an agent. this field is zero.resourceLoginID. and profileID to find the CQD record for the CSQ to which the call is routed. Same calculation as for Calls Handled. If Calls Handled is not zero.resourceLoginID). To uniquely identify a CSQ. but instead of counting the number of ACD records. sessionSeqNum nodeID.resourceName/Resource. calculate the sum of the values stored in ACD.0(1) 2-91 .workTime.profileID. For each CSQ-Agent combination (CSQ is identified by CSQ.targetID and CQD. calculate the sum of the values stored in ACD. profileID. but instead of counting the number of ACD records. obtain resource ID and resource login ID as follows: join ACD. The talk time in ACD should be greater than zero. but instead of counting the number of ACD records.disposition is 2 (handled).profileID. and agent is identified by Resource. this field is calculated as Total Talk Time / Calls Handled. and an ACD record for the agent who handles the call. Same calculation as for Calls Handled. this field is calculated as Total Work Time / Calls Handled.Chapter 2 Historical Reports Query Designs CSQ-Agent Summary Report Table 2-41 CSQ-Agent Summary Report Query Design (continued) Field (continued) Calls Handled Explanation A handled call has a CCD record. calculate the sum of the values stored in ACD. Talk Time Total Work Time Avg Work Time Total Total Ring Time Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. and join ACD. a CQD record for the CSQ that the call is routed to. Join CQD and ACD on sessionID. sessionSeqNum.talkTime. this field is zero. If Calls Handled is zero.resourceName and Resource. If Calls Handled is zero. Same calculation as for Calls Handled. CQD.resourceID.recordID/CSQ. the CSQ record ID and profile ID are stored in CQD.

For each CSQ-Agent combination. add up the values stored in ACD. This action determines the active CSQs and CSQs that are deleted after the report start time (they are still active during the report period).dateInactive set to null or set to a date/time later than the report start time. this field is calculated as Total Hold Time / Calls on Hold.talkTime is zero. Same calculation as for Calls Handled.recordID and CSQ.Chapter 2 Detailed Call by Call CCDR Report Historical Reports Query Designs Table 2-41 CSQ-Agent Summary Report Query Design (continued) Field (continued) Calls On Hold Explanation Same calculation as for Calls Handled. This result is the number of calls that go ring no answer (RNA). Search the CSQ table to find records for which CSQ.holdTime. Same calculation as for Calls on Hold. but instead of counting the number of ACD records. but the search criteria should be: ACD. Hold Time Total RNA Table 2-42 CSQ-Agent Summary Report Filter Parameter Filter Parameter All CSQs (default. no filter parameter) Explanation Search the CSQ table to find CSQ.ringTime is greater than zero. The report contains one row per call leg (a call transfer or redirect initiates a new call leg). For each CSQ-Agent combination. CSQ Names Detailed Call by Call CCDR Report The Detailed Call by Call CCDR Report shows most of the information that is contained in the CCD table.holdTime is greater than zero.csqName contains values that are in the list. If Calls on Hold is zero. this field is zero. Obtain the corresponding CSQ.profileID for CSQs with CSQ.recordID and CSQ. Hold Time Avg If Calls on Hold is not zero.profileID. count the number of ACD records. An additional search criterion is ACD. This report also includes information from the CRD and the ACD tables. Release 7. Obtain the list of CSQ names from the user selection for this parameter.0(1) 2-92 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. and ACD. The result is the number of calls put on hold by the specified CSQ-Agent combination. count the number of ACD records.

0(1) 2-93 . and join CCD.destinationType. If CCD. and join CCD.resourceLoginID.resourceID.originatorID is a resource ID.sessionSeqNum.endDateTime. Obtained from CCD. Obtained from CCD.Chapter 2 Historical Reports Query Designs Detailed Call by Call CCDR Report Table 2-43 shows how the information in the Detailed Call by Call CCDR Report is obtained or calculated.profileID to display the agent login ID.originatorID.profileID with Resource.profileID with Resource.originatorID with Resource. Obtained from CCD. Obtained from CCD.originatorID with Resource.contactDisposition. Start Time End Time Contact T Contact D Originator T Originator ID Explanation Obtained from CCD. For information about the database table names and field names that are shown in this section.resourceID. see the “Conventions Used in this Chapter” section on page 2-3.nodeID.contactType. CCD.profileID to obtain Resource. Obtained from CCD.originatorType. Destination T Obtained from CCD.sessionID.originatorType is Device (2) or Unknown (3). obtained from CCD. Obtained from CCD. join CCD.originatorDN. Obtained from CCD. Originator DN1 If CCD.extension.originatorType is Agent (1). which is stored in Resource. Table 2-44 explains how the Detailed Call by Call CCDR Report filter parameter obtains data. join CCD. Table 2-43 Detailed Call by Call CCDR Report Query Design Field Node ID Session ID Sequence No. If originator type is 1 (agent). Obtained from CCD.startDateTime. Release 7. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

0(1) 2-94 . and profileID to obtain value stored in CRD. talk time is zero. profileID.extension. For ACD calls.workTime.contactDisposition set to 1).endDateTime – CCD.profileID to display the agent login ID. Obtained from CCD.destinationType is Device (2) or Unknown (3). Application Name Queue Time Obtained from CCD. sessionSeqNum. profileID. For ACD calls. For IVR calls. sessionSeqNum. Work Time 1.destinationID with Resource.profileID and obtain Resource.queueTime. and nodeID to obtain the value in ACD. and nodeID to obtain the value in ACD. sessionSeqNum. Obtained from CCD.profileID with Resource.sessionID. Blank for IVR calls. obtained from CCD. Talk time of handled IVR calls (where CCD.resourceID. and nodeID to obtain the value in ACD. nodeID. and join CCD. Blank for IVR calls.applicationName.startDateTime).holdTime. Release 7.contactDisposition set to 2) is calculated as (CCD. Talk Time Hold Time For ACD calls. join CCD and ACD on sessionID.destinationID. nodeID.profileID with Resource.calledNumber. sessionSeqNum.origCalledNumber. If CCD. and profileID to obtain value stored in CRD.destinationID with Resource. profileID. there is no ACD record.queueTime. If destination type is 1 (agent). Join CCD and CRD on sessionID. and join CCD. jCCD.talkTime. Blank for IVR calls. For abandoned IVR calls (where CCD.resourceID. DN = directory number Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.destinationID is a resource ID. Destination DN If CCD.destinationDN. Called Number Original Called No. sessionSeqNum. join CCD and ACD on sessionID. which is stored in Resource.resourceLoginID.Chapter 2 Detailed Call by Call CCDR Report Historical Reports Query Designs Table 2-43 Detailed Call by Call CCDR Report Query Design (continued) Field Destination ID Explanation Obtained from CCD. join CCD and ACD on sessionID.destinationType is Agent (1).join CCD. CCD.

To report on a specific contact type or types. Find each CCD record for which the value stored in CCD. To report on a specific called number or numbers.Chapter 2 Historical Reports Query Designs Detailed Call by Call CCDR Report Table 2-44 Detailed Call by Call CCDR Report Filter Parameter Filter Parameter Original Called Number Explanation To report on a specific original called number or numbers. obtain the list of called number(s) from the user selection for this parameter. To report on a specific application name or names.contactType is in the selected list. Find each CCD record for which the value stored in CCD. Find each CCD record for which the value stored in CCD.calledNumber is in the selected list.0(1) 2-95 .applicationName is in the selected list. obtain the list of original called number(s) from the user selection for this parameter.origCalledNumber is in the selected list. The mapping between numeric ID and contact type name is as follows: 1—incoming 2—outgoing 3—internal 4—redirect-in 5—transfer-in 6—outbound preview Find each CCD record for which the value stored in CCD. Called Number Calling Number Application Name Contact Type Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Find each CCD record for which the value stored in CCD. obtain the list of contact type name or names from the user selection for this parameter. Release 7. obtain the list of application name(s) from the user selection for this parameter.originatorDN is in the selected list. obtain the list of calling number(s) from the user selection for this parameter. To report on a specific calling number or numbers.

CSQ.Chapter 2 Detailed Call. Find CCD records with call duration greater than or equal to T.startDateTime. CSQ. obtain the value of T from the user input for this parameter. To report on calls with durations less than or equal to T seconds. The mapping between numeric ID and destination type name is as follows: 1—agent 2—device 3—unknown Find each CCD records for which the value stored in CCD.endDateTime minus CCD. Detailed Call. Agent Report The Detailed Call. Destination Type To report on a specific destination type or types. obtain the list of originator type or types from the user selection for this parameter. in number of seconds. CSQ. Find at CCD records with call duration less than or equal to T. Release 7. Call duration is calculated as CCD.startDateTime.originatorType is in the selected list. obtain the list of destination type or types from the user selection for this parameter.destinationType is in the selected list. in number of seconds. The mapping between numeric ID and originator type name is as follows: 1—agent 2—device 3—unknown Find each CCD record for which the value stored in CCD. Agent Report shows detailed call information about the CSQ that a call was routed to and the agent that handled the call. obtain the value of T from the user input for this parameter. Agent Report Historical Reports Query Designs Table 2-44 Detailed Call by Call CCDR Report Filter Parameter (continued) Filter Parameter Originator Type Explanation To report on a specific originator type or types. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Duration Greater Than or Equal to T seconds Duration Less Than or Equal to T seconds To report on calls with durations greater than or equal to T seconds.endDateTime minus CCD.0(1) 2-96 . The call duration is calculated as CCD.

profileID to obtain Resource.originatorID with Resource. Join CCD and CQD on sessionID. and join CQD.profileID with Resource. CSQ. Name CSQ Names Obtained from CCD.startDateTime.profileID to obtain Resource. Release 7. Obtained from CCD. Find CQD records with targetType = 0 (CSQ type).profileID.sessionID. Obtained from CCD.applicationName.extension.resourceID.originatorType = 1).nodeID. Obtained from CCD. nodeID. this field shows the extension of the agent.originatorDN. and profileID.profileID with Resource.extension. Obtained from CCD. Join CQD. Table 2-46 explains how the Detailed Call.calledNumber. CSQ.Chapter 2 Historical Reports Query Designs Detailed Call. Obtained from CCD. and join CCD. For information about the database table names and field names that are shown in this section. CSQ. Agent Report is obtained or calculated.destinationID with Resource. and join CCD.csqName.sessionSeqNum. and is determined as follows: join CCD. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. If destination is an agent (CCD. Obtained from CCD.profileID with CSQ. Agent Report Table 2-45 shows how the information in the Detailed Call. and is determined as follows: join CCD.targetID with CSQ. Call Start Time Call End Time Contact Disp Originator DN (Calling Number) Explanation Obtained from CCD. CSQ. The CSQ information is stored in CQD.destinationDN.profileID. Agent Report Query Design Field Node ID Session ID Sequence No. this field shows the extension of the agent.0(1) 2-97 . The CSQ name is stored in CSQ.recordID.contactDisposition. see the “Conventions Used in this Chapter” section on page 2-3.resourceID.targetID and CQD. Agent Report filter parameters obtain data.destinationType = 1). Obtained from CCD.endDateTime. Multiple CSQ names are separated by commas. Destination DN Called Number App. sessionSeqNum. Table 2-45 Detailed Call. Obtained from CCD. If originator is an agent (CCD.

ringTime. sessionSeqNum. To report on a specific calling number or numbers.contactDisposition = 2). and join ACD. sessionID. For IVR calls. Find CCD records for which the value stored in CCD. join CCD and ACD on nodeID. and shows the result in hh:mm:ss. and profileID. To report on a specific application name or names. and profileID. this field shows zero. and profileID. sessionSeqNum. Join CCD and ACD on sessionID. Join CCD and ACD on nodeID. The value is stored in ACD.resourceID. obtain the list of called numbers from the user selection for this parameter.talkTime. and profileID to obtain ACD.resourceName. sessionSeqNum. CSQ.resourceID with Resource. sessionID. Agent Report Historical Reports Query Designs Table 2-45 Detailed Call. which is stored in Resource.queueTime. there is no ACD record for the call. and profileID. sessionSeqNum.workTime. Ring Time Talk Time Work Time Join CCD and ACD on nodeID. Find CCD records for which the value stored in CCD. sessionID. this field is calculated as (Call End Time – Call Star Time). Queue Time is stored in CQD.originatorDN is in the selected list. If the call is handled (CCD.applicationName is in the selected list.profileID.profileID to obtain agent name. obtain the list of application names from the user selection for this parameter. The value is stored in ACD.resourceID and ACD. Join ACD. obtain the list of calling numbers from the user selection for this parameter. Agent Report Query Design (continued) Field (continued) Queue Time Agent Name Explanation Join CCD and CQD on sessionID. nodeID.calledNumber is in the selected list. nodeID. Find CCD records for which the value stored in CCD. Table 2-46 Detailed Call. Calling Number Application Name Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. sessionSeqNum.0(1) 2-98 . Release 7. For ACD calls.profileID with Resource. Agent Report Filter Parameters Filter Parameter Called Number Explanation To report on a specific called number or numbers. The value is stored in ACD.Chapter 2 Detailed Call. CSQ. CSQ. Otherwise.

originatorType is in the selected list. The mapping between numeric ID and contact type name is as follows: 1—incoming 2—outgoing 3—internal 4—redirect-in 5—transfer-in 6—outbound preview Find CCD records for which the value stored in CCD.contactType is in the selected list.destinationType is in the selected list. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Destination Type To report on a specific destination type or types. Release 7. CSQ.0(1) 2-99 . The mapping between numeric ID and destination type name is as follows: 1—agent 2—device 3—unknown Find CCD records for which the value stored in CCD. Agent Report Table 2-46 Detailed Call. Originator Type To report on a specific originator type or types. Agent Report Filter Parameters (continued) Filter Parameter Contact Type Explanation To report on a specific contact type or types. CSQ. obtain the list of originator types from the user selection for this parameter. obtain the list of destination types from the user selection for this parameter. The mapping between numeric ID and originator type name is as follows: 1—agent 2—device 3—unknown Find CCD records for which the value stored in CCD. obtain the list of contact type names from the user selection for this parameter.Chapter 2 Historical Reports Query Designs Detailed Call.

join and Resource. and profileID to obtain other information stored in the CCD table.startDateTime. CQD. CSQ. Agent Report Filter Parameters (continued) Filter Parameter Agent Name Explanation To report on a specific agent or agents. Cisco Unified CCX requires access details for the Cisco Unified EIM/Cisco Unified WIM database Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Note This report uses the MS SQL 2000 database (installed in a mixed mode authentication).profileID with CQD. sessionSeqNum. To report on calls with durations greater than or equal to T seconds.targetType should be 0 (CSQ type). obtain the value of T from the user input for this parameter. and chat that was received and made by each agent specified. The call duration is calculated as CCD. in number of seconds.recordID with CQD. e-mail.targetID. and join CSQ. The call duration is calculated as CCD.profileID with ACD.profileID to obtain the CQD records for the specified CSQs. Join CSQ. find for CSQ records in which values in csqName match the user input for this parameter. Release 7. sessionSeqNum.resourceID with ACD. For these CQD records.Chapter 2 Multichannel Agent Contact Summary Report Historical Reports Query Designs Table 2-46 Detailed Call. and profileID to obtain other information stored in the CCD table.endDateTime minus CCD. nodeID. nodeID. Join CQD and CCD on sessionID.0(1) 2-100 . To generate combined historical reports. obtain the value of T from the user input for this parameter.endDateTime minus CCD.startDateTime. Find CCD records with call duration greater than or equal to T.resourceID. find Resource records in which values in resourceName match the user input for this parameter. Join ACD and CCD on sessionID.profileID to obtain the corresponding ACD records for the specified agents. in number of seconds. To report on a specific CSQ or CSQs. It shows summary information about each call. CSQ Name Duration Greater Than or Equal to T seconds Duration Less Than or Equal to T seconds Multichannel Agent Contact Summary Report The Multichannel Agent Contact Summary Report is specific to the Cisco Unified E-Mail Interaction Manager (Cisco Unified EIM) and the Cisco Unified Web Interaction Manager (Cisco Unified WIM). Find CCD records with call duration less than or equal to T. Join Resource. To report on calls with durations less than or equal to T seconds.

e-mails.Chapter 2 Historical Reports Query Designs Multichannel Agent Login Logout Activity Report (host name or IP address of the server. calls abandoned. To generate combined historical reports. It provides information about the login and logout activities of agents. database user. Multichannel CSQ Activity Report The Multichannel CSQ Activity Report is specific to the Cisco Unified EIM and the Cisco Unified WIM. and average and maximum time information for calls handled. For information about the query designs for this report. Refer to Cisco Unified Contact Center Express Administration Guide for detailed configuration information. Cisco Unified CCX requires access details for the Cisco Unified EIM/Cisco Unified WIM database (host name or IP address of the server. refer to the Cisco Unified EIM/Cisco Unified WIM database stored procedure that is associated with this report. The store procedure name is sp_eg_agent_log_activity. and database password). Release 7. refer to the Cisco Unified EIM/Cisco Unified WIM database stored procedures that are associated with this report. Multichannel Agent Login Logout Activity Report The Multichannel Agent Login Logout Activity Report is specific to the Cisco Unified EIM and the Cisco Unified WIM. It shows a summary of calls. and chats presented to. Refer to Cisco Unified Contact Center Express Administration Guide for detailed configuration information. database name. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. abandoned from. Note This report uses the MS SQL 2000 database (installed in a mixed mode authentication).0(1) 2-101 . and database password). For information about the query designs for this report. calls handled. handled by. and dequeued from each CSQ. and calls dequeued. The stored procedure name is sp_eg_agent_Contact_summary. database user. database name. It also shows calls handled by workflows in other CSQs.

profileID. It also shows the total call details and campaign call details.resourceID.0(1) 2-102 . The stored procedure name is sp_eg_csq_activity. For a given campaignID.resourceName. refer to the Cisco Unified EIM/Cisco Unified WIM database stored procedures that are associated with this report. Calculated as (Accepted + Rejected + Closed) Campaign Name Offered Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Table 2-47 Outbound Agent Detail Performance Report Query Design Field Agent Name Explanation For a given campaignID.Chapter 2 Outbound Agent Detail Performance Report Historical Reports Query Designs Note This report uses the MS SQL 2000 database (installed in a mixed mode authentication). Refer to Cisco Unified Contact Center Express Administration Guide for detailed configuration information. and nodeID values. To generate combined historical reports. database name. The agent that dials for the campaign is recorded in ACD. Release 7. database user. Use these values to look up the associated ACD records. Outbound Agent Detail Performance Report The Outbound Agent Detail Performance Report shows detailed statistics for each agent by campaign. and database password). look up the campaign name in the Campaign table. determine from the CCD1 table the sessionID. Table 2-47 shows how the information in the Outbound Agent Detail Performance Report is obtained or calculated.resourceID to obtain Resource. For information about the database table names and field names that are shown in this section. see the “Conventions Used in this Chapter” section on page 2-3.resourceID with Resource. For information about the query designs for this report. sessionSeqNum. Cisco Unified CCX requires access details for the Cisco Unified EIM/Cisco Unified WIM database (host name or IP address of the server. Join ACD. This report is available with the Cisco Unified Outbound Dialer (Cisco Unified OUTD) feature. Table 2-48 explains how the Outbound Agent Detail Performance Report filter parameters obtain data.

resourceID) where callResult = 9 (agent reject). sessionSeqNum. Count the number of ACD records for this agent (as identified in ACD. sessionSeqNum. profileID. sessionSeqNum. profileID. profileID. Use these values to look up the associated ACD records. determine from the CCD table the sessionID. For a given campaignID. profileID. Count the number of ACD records for this agent (as identified in ACD. Release 7. determine from the CCD table the sessionID. profileID. Count the number of ACD records for this agent (as identified in ACD. sessionSeqNum. determine from the CCD table the sessionID. determine from the CCD table the sessionID. Use these values to look up the associated ACD records with callResult = 1 (voice) and resourceID for this agent. profileID. For a given campaignID. calculate the average talk time using ACD.resourceID) where callResult = 10 (agent close). and nodeID values. and nodeID values. Use these values to look up the associated ACD records. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 2 Historical Reports Query Designs Outbound Agent Detail Performance Report Table 2-47 Outbound Agent Detail Performance Report Query Design (continued) Field (continued) Accepted Explanation For a given campaignID. sessionSeqNum. profileID. determine from the CCD table the sessionID. Count the number of ACD records for this agent (as identified in ACD.talkTime.talkTime. Rejected Closed RNA Transfer Average Talk Time Minimum Talk Time For a given campaignID. sessionSeqNum.resourceID) where callResult is not 9 (agent reject) or 10 (agent close). Use these values to look up the associated ACD records. determine from the CCD table the sessionID.0(1) 2-103 . For a given campaignID. Use these values to look up the associated ACD records. and nodeID values.resourceID) where callResult is not 12 (transfer). For these records.resourceID) where callResult is not 13 (ring no answer). determine from the CCD table the sessionID. obtain the maximum ACD. For these records. and nodeID values. For a given campaignID. Use these values to look up the associated ACD records with callResult = 1 (voice) and resourceID for this agent. and nodeID values. and nodeID values. For a given campaignID. sessionSeqNum. and nodeID values. Count the number of ACD records for this agent (as identified in ACD. Use these values to look up the associated ACD records.

This report displays only agents who are active and agents who are deleted after the report start time. Agent Names Resource Group Names To report on a specific resource group or groups. To report on a specific agent or agents. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Obtain the corresponding Resource. respectively. Look up the corresponding campaignID in the Campaign table. Release 7.resourceName.profileID.resourceID and Resource. Search the ResourceGroup table to find records for which RG. obtain the list of resource IDs and profile IDs as follows: Obtain the list of agent names from the user selection for this parameter.resourceGroupName contains values found in the list. These values are in Resource.resourceID and Resource. Join RG and Resource on resourceGroupID and profileID to find the list of agents that belong to the selected resource group or groups. obtain the list of resource IDs and profile IDs as follows: Obtain the list of resource group names from the user selection for this parameter. Resource ID and profile ID of agents are stored in Resource.0(1) 2-104 .Chapter 2 Outbound Agent Detail Performance Report Historical Reports Query Designs Table 2-48 Outbound Agent Detail Performance Report Filter Parameters Filter Parameter Campaign Name Explanation Obtain the list of campaign names from the user selection for this parameter. and only use these campaignIDs for report generation.profileID.

This report is available with the Cisco Unified OUTD feature.profileID with Resource. Join RSM and Resource on resourceSkillMapID and profileID to find the list of agents that have the selected skill or skills.resourceID and Resource. obtain the list of resource IDs and profile IDs as follows: Obtain the list of skill names from the user selection for this parameter. Join Skill and RSM on skillID and profileID to find resourceSkillMapID. Join Team. Release 7. page 2-3. Outbound Campaign Summary Report The Outbound Campaign Summary Report provides summary statistics for each campaign over a specified time period.profileID to find the list of agents who belong to the selected team or teams.assignedTeamID.resourceID and Resource. obtain the list of resource IDs and profile IDs as follows: Obtain the list of team names from the user selection for this parameter. see the Conventions Used in this Chapter.profileID.Chapter 2 Historical Reports Query Designs Outbound Campaign Summary Report Table 2-48 Outbound Agent Detail Performance Report Filter Parameters (continued) Filter Parameter Skill Names Explanation To report on agents with a specific skill or skills. Resource ID and profile ID of agents are stored in Resource. Resource ID and profile ID of agents are stored in Resource. Search the Skill table to find records for which Skill. For information about the database table names and field names that are shown in this section. Table 2-49 shows how the information in the Outbound Campaign Summary Report is obtained or calculated. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Team Names To report on a specific team or teams.skillName contains values found in the list.teamID with Resource.profileID. respectively. Table 2-50 explains how the Outbound Campaign Summary Report filter parameter obtains data.0(1) 2-105 . Search the Team table to find records whose Team. and Team. respectively. This report displays only agents who are active and agents who are deleted after the report start time.teamName contains values found in the list.

Chapter 2 Outbound Campaign Summary Report Historical Reports Query Designs Table 2-49 Outbound Campaign Summary Report Query Design Field Campaign Name Explanation For each outbound call.0(1) 2-106 . Count the number of ACD records with ACD. campaignID is recorded in CCDR.callResult not equal to 9 (agent reject) or 10 (agent close). profileID. Records are marked inactive when callStatus becomes 3 (closed) or 5 (max calls) For a given campaignID. and nodeID values. total number of DialingList records with a unique dialingListID and that have the specified campaignID. determine from the CCD table the sessionID. and nodeID values. (Attempted / Total Records) * 100% For a given campaignID.callResult = 9 (agent reject). Attempted % Accepted Rejected Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. For a given campaignID. given the campaignID. sessionSeqNum. Count the number of ACD records with ACD.callStatus must be one of the following values (it cannot be 3 (closed) or 5 (max calls): 1 = pending 2 = active 4 = callback 6 = retry 7 = unknown Total Records Available Attempted For a given campaignID. sessionSeqNum. From this number. Use these values to look up the associated ACD records. Use these values to look up the associated ACD records. deduct duplicate records with the same dialingListID so that a given dialingListID occurs only once in the final result. sessionSeqNum. DailingList. Active and inactive records are included in the calculation. Use these values to look up the associated ACD records. Campaign Name is obtained from the Campaign table. Release 7. total number of DailingList records with a unique dialingListID and that have the specified campaignID. Count the number of ACD records in which callResult is not 9 (agent skip) or 10 (agent close). profileID. Also. profileID. This number is the same as Accepted. The mapping between campaignName and campaignID is one-to-one. determine from the CCD table the sessionID. and nodeID values. For a given campaignID. determine from the CCD table the sessionID.

sessionSeqNum. determine from the CCD table the sessionID.callResult = 2 (fax/modem). and nodeID values. Count the number of ACD records with ACD. profileID. sessionSeqNum. and nodeID values. Wrong Number For a given campaignID. Use these values to look up the associated ACD records.callResult = 4 (invalid). sessionSeqNum. profileID. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. determine from the CCD table the sessionID. profileID. sessionSeqNum. determine from the CCD table the sessionID.callResult = 3 (answering machine). Count the number of ACD records with ACD. Use these values to look up the associated ACD records. sessionSeqNum. determine from the CCD table the sessionID. Release 7. For a given campaignID.Chapter 2 Historical Reports Query Designs Outbound Campaign Summary Report Table 2-49 Outbound Campaign Summary Report Query Design (continued) Field (continued) Closed Explanation For a given campaignID.callResult = 8 (requested callback).callResult = 6 (wrong number). Use these values to look up the associated ACD records. and nodeID values. profileID. and nodeID values.callResult = 1 (voice). determine from the CCD table the sessionID.0(1) 2-107 . profileID. Count the number of ACD records with ACD. Invalid Requested Callback Customer Not Home For a given campaignID. profileID. profileID. Count the number of ACD records with ACD. sessionSeqNum. Count the number of ACD records with ACD. determine from the CCD table the sessionID. Voice Answering Machine For a given campaignID. Use these values to look up the associated ACD records.callResult = 10 (agent close). Fax/Modem For a given campaignID. sessionSeqNum. and nodeID values. Use these values to look up the associated ACD records. Count the number of ACD records with ACD. and nodeID values.callResult = 7 (customer not home). determine from the CCD table the sessionID. Count the number of ACD records with ACD. determine from the CCD table the sessionID. profileID. For a given campaignID. and nodeID values. Use these values to look up the associated ACD records. For a given campaignID. sessionSeqNum. Count the number of ACD records with ACD. Use these values to look up the associated ACD records. Use these values to look up the associated ACD records. and nodeID values.

For these records. Table 2-51 shows how the information in the Priority Summary Activity Report is obtained or calculated. sessionSeqNum.0(1) 2-108 . sessionSeqNum.callResult = 5 (do not call).talkTime. Use these values to look up the associated ACD records with callResult = 1 (voice). determine from the CCD table the sessionID. Count the number of ACD records with ACD. Use these values to look up the associated ACD records.Chapter 2 Priority Summary Activity Report Historical Reports Query Designs Table 2-49 Outbound Campaign Summary Report Query Design (continued) Field (continued) Do Not Call Explanation For a given campaignID. Release 7. calculate the average talk time using ACD. profileID. Count the number of ACD records with ACD. For these records. and nodeID values. determine from the CCD table the sessionID. obtain the maximum ACD.talkTime. profileID. and nodeID values. and only use these campaignIDs for report generation. Use these values to look up the associated ACD records with callResult = 1 (voice). Priority Summary Activity Report The Priority Summary Activity Report contains one row per call priority. For a given campaignID. profileID. and nodeID values. sessionSeqNum. Table 2-52 explains how the Priority Summary Activity Report filter parameter obtains data. Look up the corresponding campaignID in the Campaign table. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. For a given campaignID. Busy Average Talk Time Maximum Talk Time Table 2-50 Outbound Campaign Summary Report Filter Parameter Filter Parameter Campaign Name Explanation Obtain the list of campaign names from the user selection for this parameter.callResult = 11 (busy). and nodeID values. profileID. Use these values to look up the associated ACD records. sessionSeqNum. For a given campaignID. determine from the CCD table the sessionID. determine from the CCD table the sessionID.

) For each call priority identified by CRD.origPriority in the report period. and profileID to find CRD records during the report period. Total calls divided by the number of days in the report period. report end time – report start time For example. and Final Priorities Average Number of Total number of calls with different original and final call priorities divided by Calls (Per Day) with the number of days in the report period. This information is displayed in and Final Priorities units of days.finalPriority.origPriority and final call priority in Calls (Per Day) with CRD. Count the number of CRD records with CRD. nodeID. Different Original The number of days is calculated as follows. the number of days is 1. see the “Conventions Used in this Chapter” section on page 2-3. rounded up to the next integer. the number of days is 1. count the number of CRD records. This information is displayed in units of days. It is a value from 1 through 10. (Corresponding CCD records have startDateTime during the report period.Chapter 2 Historical Reports Query Designs Priority Summary Activity Report For information about the database table names and field names that are shown in this section. sessionSeqNum.finalPriority.finalPriority Different Original different than CRD.0(1) 2-109 . Release 7. The number of days is calculated as follows. Table 2-51 Priority Summary Activity Report Query Design Field Call Priority Total Calls Explanation Obtained from CRD. Join CCD and CRD on sessionID. Avg Calls Total Number of Original call priority is stored in CRD. if the report start time and the report end time are on the same day. if the report start time and the report end time are on the same day. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.finalPriority. rounded up to the next integer. report end time – report start time For example.

divided by the number of calls.origPriority and final call priority in CRD. Table 2-52 Priority Summary Activity Report Filter Parameter Filter Parameter Call Priority Levels Explanation To report on a specific call priority or priorities. For information about the database table names and field names that are shown in this section. Remote Monitoring Detail Report The Remote Monitoring Detail Report shows information about the agent monitoring activities of supervisors.finalPriority – CRD. see the “Conventions Used in this Chapter” section on page 2-3.0(1) 2-110 .origPriority) This field shows the largest number of all calls in the report period. Release 7. Original call priority is stored in CRD.finalPriority – CRD.Chapter 2 Remote Monitoring Detail Report Historical Reports Query Designs Table 2-51 Priority Summary Activity Report Query Design (continued) Field Maximum Difference Between Original and Final Priorities Experienced by All Calls Average Difference (Per Call) Between Original and Final Priorities Experienced by All Calls Explanation Original call priority is stored in CRD.origPriority and final call priority in CRD.origPriority). the difference between original and final priorities is calculated as the absolute value of (CRD.finalPriority. This field is calculated as sum of the difference (absolute value) for all calls in the report period. Table 2-53 shows how the information in the Remote Monitoring Detail Report is obtained or calculated. obtain the list of call priorities from the user selection for this parameter. Query the CRD table to only include the selected call priority or priorities.finalPriority. For a single call. For a single call. the difference between original and final priorities is calculated as the absolute value of (CRD. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

sessionSeqNum.csqName. this field is a CSQ name. sessionSeqNum. Join RMD. profileID. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. sessionSeqNum.contactServiceQueueID. and nodeID to determine RMD records with a CCD.profileID.profileID.startMonitoringReqTime and RMD. and nodeID to obtain RMD records with a CCD.origMonitoredIDType is 1 (Agent Type). Join MRD. Join RMD.sessionID with MRD.resourceID.profileID with CSQ. profileID. If RMD. and join RMD.startMonitoringReqTime to obtain MRD. and the values in Resource.startDateTime value that is within the report period. sessionSeqNum.startDateTime value that is within the report period.origMonitoredID.endMonitoringTime.monitoredRsrcID with Resource. profileID.origMonitoredIDType is 2 (CSQ Type). in number of seconds. The value of this field is the difference between RMD. It is stored in RMD.monitoredRsrcID and MRD. and nodeID to determine RMD records with a CCD. Join RMD. Release 7.0(1) 2-111 . which is stored in Resource. Start Time is stored in RMD. and nodeID to determine RMD records with a CCD. and MRD. If RMD.startDateTime value that is within the report period.startMonitoringReqTime with MRD. Join CCD and RMD on sessionID. the value of this field is an agent extension. and join RMD. to get the agent extension.startMonitoringReqTime. Join CCD and RMD on sessionID.rmonID with RmonUser.name.profileID. Start Time Original Monitored Party Monitored Extension(s) Join CCD and RMD on sessionID.sessionID.startDateTime value that is within the report period. profileID.extension.profileID with RmonUser. profileID. User ID is stored in RmonUser. and nodeID to determine RMD records with a CCD. which is stored in CSQ. If the session has multiple extensions monitored. Duration Join CCD and RMD on sessionID.extension are separated by commas.startDateTime value that is within the report period.Chapter 2 Historical Reports Query Designs Remote Monitoring Detail Report Table 2-53 Remote Monitoring Detail Report Query Design Field User ID Explanation Join CCD and RMD on sessionID.profileID with Resource.profileID to obtain the CSQ name.rmonID and join RMD.origMonitoredID with CSQ. there are multiple MRD records. sessionSeqNum.

sessionID. MRD table will not have a record for this call. The numeric value of the status is stored in RMD. profileID.startMonitoringReqTime with MRD.startDateTime value that is within the report period. this field is set to the value of Duration.cause. The value of this field is MRD. in number of seconds. profileID.sessionID with MRD.startDateTime value that is within the report period. In this case. Join RMD. If the supervisor waited on the call but did not monitor it. sessionSeqNum.0(1) 2-112 . and jon RMD. and nodeID to determine RMD records with a CCD.startMonitoringReqTime. The textual display is based on the cause as follows: Normal – Monitored: cause = 3 Normal – Agent RNA: cause = 100 Error – Unable to Stop Monitoring: cause = –9 Error – Unable to Monitor New Call: cause = –8 Error – Agent Logged Off: cause = –7 Error – Network Problem: cause = –6 Error – VoIP Server Unable to Communicate: cause = –5 Error – Monitoring Not Allowed: cause = –4 Error – Agent Not Logged In: cause = –3 Error – Invalid Input: cause = –2 Error – Other: cause = 0 or –1 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. sessionSeqNum. Release 7.Chapter 2 Remote Monitoring Detail Report Historical Reports Query Designs Table 2-53 Remote Monitoring Detail Report Query Design (continued) Field (continued) Wait Time Explanation Join CCD and RMD on sessionID.startMonitoringReqTime. and nodeID to determine RMD records with a CCD.startMonitoringCallTime minus MRD. Status Join CCDR with RMD on sessionID.

Avg Calls (per hour) Calculated as total incoming calls divided by the number of hours in the day.connectTime for all the call legs. The number of incoming calls within each interval is determined by counting the number of CCD records with unique sessionIDs in the interval. Table 2-54 Traffic Analysis Report Query Design Field Date Total Incoming Calls Explanation Date of each day in the report period. Peak Hour Start Peak Hour End Call Duration Avg Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. A call may have multiple call legs. Divide each day into one-hour intervals. count the number of CCD records with the unique sessionID with the Contact Type field set to the value of 1 (incoming call). This field displays the number of calls in the peak hour.Chapter 2 Historical Reports Query Designs Traffic Analysis Report Traffic Analysis Report The Traffic Analysis Report shows information about incoming calls to the Cisco Unified CCX system. The peak hour is the interval with the largest number of incoming calls. Release 7. The first day or the last day of the report period may be a partial day. The call duration for a call is calculated as sum of CCD. Average call duration for a day is calculated as the sum of call durations for all incoming calls on that day divided by the number of incoming calls on that day. This field displays the start time of the peak hour. The number of incoming calls within each interval is determined by counting the number of CCD records with unique sessionIDs in the interval. Table 2-54 shows how the information in the Traffic Analysis Report is obtained or calculated. depending on the start time and the end time selected by the user.0(1) 2-113 . For information about the database table names and field names that are shown in this section. The number of incoming calls within each interval is determined by counting the number of CCD records with unique sessionIDs in the interval. The peak hour is the interval with the largest number of incoming calls. Any other day within the report period has 24 hours. Peak Calls (per hour) Divide each day into one-hour intervals. see the “Conventions Used in this Chapter” section on page 2-3. Divide each day into one-hour intervals. For each day. The peak hour is the interval with the largest number of incoming calls. This field displays the end time of the peak hour.

Table 2-55 shows how the information in the Email Agent Activity Report is obtained or calculated.getEmailDateTime. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. EEMEASD. For Information about the database table names and field names that are shown in this section. and EEMQAD.resourceLoginID. EEMEASD. Email Agent Activity Report The Email Agent Activity Report shows. Join on Resource.connectTime for all the call legs. Minimum call duration for a day is the shortest call duration of all incoming calls for that day. Release 7.endEmailDateTime truncated to be just the date portion of the DateTime.agent to obtain the name of the Agent that was presented emails. EEMQAD. Maximum call duration for a day is the longest call duration of all incoming calls for that day.eventEndDateTime. Table 2-56 explains how the Email Agent Activity Report filter parameter obtains data. page 2-3.eventStartDateTime. Call Duration Max A call may have multiple call legs. information about Emails handled. The call duration for a call is calculated as sum of CCD.connectTime for all the call legs. for each agent. The call duration for a call is calculated as sum of CCD.agent. and EEMQAD.0(1) 2-114 .Chapter 2 Email Agent Activity Report Historical Reports Query Designs Table 2-54 Traffic Analysis Report Query Design (continued) Field (continued) Call Duration Min Explanation A call may have multiple call legs.resourceName. This is a Union of EEMEASD. Date This is the date of the day interval. see the Conventions Used in this Chapter. Table 2-55 Email Agent Activity Report Field Agent Name Explanation Resource.

getEmailDateTime and EEMQAD. Difference between eventStartDateTime and eventEndDateTime in EEMEASD where stateId = 3 (Ready) Joined with Resource. even any In Process time that occurred before the report start time.getEmailDateTime truncated to just the date Count of EEMQAD.agent with Resource.resourceName and Date both determined above.Chapter 2 Historical Reports Query Designs Email Agent Activity Report Table 2-55 Email Agent Activity Report Field (continued) Login Time Not Ready Explanation Sum of Email Not Ready. On Desk Total In Process Time Sent divided by the number Sent for each agent/date (see above Sent column) Join EEMQAD.endEmailDateTime truncated to just the date where endTypeFK = 6 Ready Processing Retrieved Requeued Trans Out Sent Deleted Total in process time Join EEMQAD.endEmailDateTime truncated to just the date where endTypeFK = 8 Count of EEMQAD. These are then summed up by agent and date and the average is computed by dividing by the number of Sent Emails (see above Sent column) Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.endEmailDateTime. and Processing times. Avg.resourceName and Date both determined above. Ready. In Process Avg.resourceName and Date both determined above. Difference between eventStartDateTime and eventEndDateTime in EEMEASD where stateId = 4 (Processing) Joined with Resource.0(1) 2-115 . Release 7. Note: This will count all In Process time for each email sent during the selected time period.agent with Resource.endEmailDateTime truncated to just the date where endTypeFK = 7 Count of EEMQAD.endEmailDateTime truncated to just the date where endTypeFK = 5 Count of EEMQAD. Count of EEMQAD. Difference between eventStartDateTime and eventEndDateTime in EEMEASD where stateId = 2 (Not Ready) Joined with Resource.resourceLoginID and total is sum of sent EEMQAD. The total On Desk Time for each Email is the difference between EEMQAD.inProcessTimeSeconds where endTypeFK = 5.resourceLoginID.

where the name is CSQ. To report on a specific agent or agents.active is 1). Routed In Count of EEMQAD.csqID and EEMQAD.Chapter 2 Email Contact Service Queue Activity Report Historical Reports Query Designs Table 2-56 Email Agent Activity Report Filter Parameter Filter Parameter All Agents Agent Names Explanation To report on all agents.resourceLoginID Email Contact Service Queue Activity Report The Email Contact Service Queue Activity Report shows. and EEMQAD. obtain the list of resourceLoginIDs as follows: Search the Resource table for agents who are active (Resource. Obtain the corresponding Resource. page 2-3. For Information about the database table names and field names that are shown in this section. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. obtain the list of resourceLoginIDs as follows: Obtain the list of agent names from the user selection for this parameter.csqName This is the date of the day interval. Table 2-57 shows how the information in the Email Contact Service Queue Activity Report is obtained or calculated.resourceName. see the Conventions Used in this Chapter.endEmailDateTime truncated to be just the date portion of the DateTime.EEMQueueId. Table 2-57 Email Contact Service Queue Activity Report Field CSQ Name Date Explanation Join on CSQ. This is a Union of EEMQAD.receivedReasonFK where receivedReasonFK = 1 grouped by CSQ and date. for each CSQ. Release 7. These values are in Resource.queueDateTime.0(1) 2-116 . information about Emails handled. Table 2-58 explains how the Email Contact Service Queue Activity Report filter parameter obtains data.

receivedReasonFK where receivedReasonFK = 8 grouped by CSQ and date.csqId and total is sum of sent EEMQAD.receivedReasonFK where receivedReasonFK = 5 grouped by CSQ and date. Count of EEMQAD. On Desk Total In Process Time Sent divided by the number Sent for each agent/date (see above Sent column) Join EEMQAD. Count of EEMQAD. These are then summed up by CSQ and date and the average is computed by dividing by the number of Sent Emails (see above Sent column) Avg. These are then summed up by CSQ and date and the average is computed by dividing by the number of Sent Emails (see above Sent column) Join EEMQAD. In Process Avg.EEMQueueId with CSQ.receivedReasonFK where receivedReasonFK = 7 grouped by CSQ and date.csqId.getEmailDateTime and EEMQAD.0(1) 2-117 .inProcessTimeSeconds where endTypeFK = 5.Chapter 2 Historical Reports Query Designs Email Contact Service Queue Activity Report Table 2-57 Email Contact Service Queue Activity Report Field (continued) Trans In Requeued Trans Out Sent Deleted Explanation Count of EEMQAD. Count of EEMQAD.endEmailDateTime. The total On Desk Time for each Email is the difference between EEMQAD.endEmailDateTime. Count of EEMQAD. Total in process time Join EEMQAD. Avg. Release 7.receivedReasonFK where receivedReasonFK = 7 grouped by CSQ and date.EEMQueueId with CSQ.EEMQueueId with CSQ.receivedReasonFK where receivedReasonFK = 6 grouped by CSQ and date. Response Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. The total Response Time for each Email is the difference between EEMQAD.queueDateTime and EEMQAD.csqID. Note: This will count all In Process time for each email sent during the selected time period. even any In Process time that occurred before the report start time.

For Information about the database table names and field names that are shown in this section.csqID and EEMQAD.EEMQueueId.0(1) 2-118 . Table 2-59 Email Contact Service Queue Agent Activity Report Field CSQ Name Date Explanation Join on CSQ. This is a Union of EEMQAD. The Email Contact Service Queue Agent Activity Report shows. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Table 2-60 explains how the Email Contact Service Queue Agent Activity Report filter parameter obtains data. information about Emails handled in each CSQ.csqName This is the date of the day interval. obtain the list of CSQ names as follows: Search the CSQ table for CSQs that are active (CSQ.resourceName. Obtain the corresponding CSQ.csqID.active is 1). Join on Resource. for each agent. To report on a specific CSQ or CSQs. Agent Name Resource.agent to obtain the name of the Agent that was presented emails.endEmailDateTime truncated to be just the date portion of the DateTime. and EEMQAD. see the Conventions Used in this Chapter. Table 2-59 shows how the information in the Email Contact Service Queue Agent Activity Report is obtained or calculated.csqName.Chapter 2 Email Contact Service Queue Agent Activity Report Historical Reports Query Designs Table 2-58 Email Contact Service Queue Activity Report Filter Parameter Filter Parameter All CSQs CSQ Names Explanation To report on all CSQs. These values are in CSQ. obtain the list of csqIDs as follows: Obtain the list of CSQ names from the user selection for this parameter. Email Contact Service Queue Agent Activity Report An agent can handle Emails for multiple CSQs. page 2-3. where the name is CSQ.resourceLoginID and EEMQAD. Release 7.queueDateTime.

Chapter 2 Historical Reports Query Designs Email Contact Service Queue Agent Activity Report Table 2-59 Email Contact Service Queue Agent Activity Report Field (continued) Routed In Trans In Requeued Trans Out Sent Deleted Explanation Count of EEMQAD. Avg. These are then summed up by CSQ and date and the average is computed by dividing by the number of Sent Emails (see above Sent column) Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.getEmailDateTime and EEMQAD. In Process Avg. On Desk Total In Process Time Sent divided by the number Sent for each agent/date (see above Sent column) Join EEMQAD. Count of EEMQAD. even any In Process time that occurred before the report start time. Note: This will count all In Process time for each email sent during the selected time period.csqID.receivedReasonFK where receivedReasonFK = 1 grouped by CSQ and date.inProcessTimeSeconds where endTypeFK = 5. Total in process time Join EEMQAD.receivedReasonFK where receivedReasonFK = 7 grouped by CSQ and date.csqId and total is sum of sent EEMQAD.receivedReasonFK where receivedReasonFK = 6 grouped by CSQ and date. Count of EEMQAD.receivedReasonFK where receivedReasonFK = 7 grouped by CSQ and date.EEMQueueId with CSQ. Release 7.receivedReasonFK where receivedReasonFK = 5 grouped by CSQ and date. Count of EEMQAD. The total On Desk Time for each Email is the difference between EEMQAD.receivedReasonFK where receivedReasonFK = 8 grouped by CSQ and date.EEMQueueId with CSQ. Count of EEMQAD.endEmailDateTime. Count of EEMQAD.0(1) 2-119 .

Obtained from EEMCED.receivedDateTime. page 2-3.csqID.toAddress. Table 2-61 Email Inbox Traffic Analysis Report Field Email Address Incoming Email Date Email Count Table 2-62 Explanation Obtained from EEMCED. Table 2-61 shows how the information in the Email Inbox Traffic Analysis Report is obtained or calculated. Table 2-62 explains how the Email Inbox Traffic Analysis Report filter parameter obtains data. Release 7. Email Inbox Traffic Analysis Report The Email Inbox Traffic Analysis Report shows information about incoming Emails to the Cisco Unified CCX system.toAddress.toAddress where receivedReasonFK = 1 (Routed in). For Information about the database table names and field names that are shown in this section. Email Inbox Traffic Analysis Report Filter Parameter Filter Parameter Email Address Explanation Obtain the list of addresses from EEMCED. To report on a specific CSQ or CSQs. obtain the list of CSQ names as follows: Search the CSQ table for CSQs that are active (CSQ. Obtain the corresponding CSQ.Chapter 2 Email Inbox Traffic Analysis Report Historical Reports Query Designs Table 2-60 Email Contact Service Queue Agent Activity Report Filter Parameter Filter Parameter All CSQs CSQ Names Explanation To report on all CSQs. These values are in CSQ. obtain the list of csqIDs as follows: Obtain the list of CSQ names from the user selection for this parameter. see the Conventions Used in this Chapter.0(1) 2-120 . Count of EEMCED. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.active is 1).csqName.

To Address From Address Email Subject Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Obtained from EEMCED.agent to obtain the name of the Agent that was presented emails.EEMQueueId. For Information about the database table names and field names that are shown in this section.receivedDateTime. Join on EEMCED.getEmailDateTime.csqID and EEMCED.toAddress. Table 2-63 shows how the information in the Email Response Detail Report is obtained or calculated. Release 7.Chapter 2 Historical Reports Query Designs Email Response Detail Report Email Response Detail Report The Email Response Detail Report contains one row per Email response sent. Obtained from EEMCED.0(1) 2-121 . Table 2-64 explains how the Email Response Detail Report filter parameter obtains data. Date Received Date Retrieved Obtained from EEMCED. Join on Resource. Obtained from EEMQAD. see the Conventions Used in this Chapter.csqName EEMCED.resourceLoginID and EEMCED. Table 2-63 Email Response Detail Report Field CSQ Name Sent Date Agent Name Explanation Join on CSQ. Obtained from EEMCED.finalDispositionDateTime where finalDispositionTypeFK = 5 (Sent) Resource.ContactEmailDetailId and EEMQAD.emailSubject.ContactEmailDetailFK. page 2-3.resourceName.fromAddress. where the name is CSQ.

resourceLoginID All CSQs CSQ Names To report on all CSQs.resourceName. These values are in CSQ.active is 1). These values are in Resource. obtain the list of resourceLoginIDs as follows: Obtain the list of agent names from the user selection for this parameter. To report on a specific CSQ or CSQs. Release 7.csqName.csqID. Obtain the corresponding CSQ.0(1) 2-122 .active is 1). obtain the list of resourceLoginIDs as follows: Search the Resource table for agents who are active (Resource.Chapter 2 Email Response Detail Report Historical Reports Query Designs Table 2-64 Email Response Detail Report Filter Parameter Filter Parameter All Agents Agent Names Explanation To report on all agents. Obtain the corresponding Resource. obtain the list of CSQ names as follows: Search the CSQ table for CSQs that are active (CSQ. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. obtain the list of csqIDs as follows: Obtain the list of CSQ names from the user selection for this parameter. To report on a specific agent or agents.

CH A P T E R

3

Writing Database Records
This chapter explains how call-related detail records and agent state change records are generated for various call flows and scenarios. The explanations throughout this chapter use the following abbreviations 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 EEMCEDR—EEMContactEmailDetail record in the EEMContactEmailDetail EEMQADR—EEMQueueAgentDetail record in the EEMQueueAgentDetail table EEMEASD—EEMEmailAgentStateDetail record in the EMEmailAgentStateDetail table Flow of Call-Related Detail Records, page 3-2 Call Scenarios, page 3-2 Flow of Email-Related Detail Records, page 3-22 Email Scenarios, page 3-23

This chapter includes the following topics:
• • • •

Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide, Release 7.0(1)

3-1

Chapter 3 Flow of Call-Related Detail Records

Writing Database Records

Flow of Call-Related Detail Records
Table 3-1 provides an example of the general flow of detail records for incoming ACD calls. This example assumes that the CSQ is configured for auto-work and that the agent is configured for auto-available.
Table 3-1 General Flow of Detail Records for Incoming ICD Calls

System Activity Call reaches CTI Port Call executes first Select Resource step System selects agent and rings phone Agent answers Call disconnects Agent leaves Work state

Detail Record Activity Allocate Session Begin CCDR in memory Begin CRDR and CQDR in memory Begin ACDR in memory, write ASDR for state change to Reserved Write ASDR (Talking) Write CRDR, CQDR(s), ASDR (Work) Write 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 for auto-available, the ASDR pertains to Not Ready state.

Call Scenarios
The following sections describe various call scenarios. Each example assumes that auto-work is disabled for incoming ACD calls and that all agents have auto-available enabled.
• • • • •

Basic ACD Call Scenario—Call Queues for One CSQ, page 3-3 Basic ACD Call Scenario—Call Queues for Two CSQs, page 3-4 Basic ACD Call Scenario—Wrap Up, page 3-5 Basic Agent Based Routing Call Scenario, page 3-6 Transfer to Route Point Scenario, page 3-7

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• • • • • • • • • • • •

Conference to Agent Scenario, page 3-8 Workflow Redirect to Route Point Scenario, page 3-9 ACD Call Unanswered Scenario, page 3-10 Agent to Agent Non-ACD Call Scenario, page 3-11 Agent to Agent Non-ACD Call Transfer Scenario, page 3-12 Agent to Agent Non-ACD Call Conference Scenario, page 3-13 ACD Call Blind Transfer Scenario, page 3-14 Agent Places Consult Call then Resumes Call Scenario, page 3-15 Agent Consults Agent then Resumes Call Scenario, page 3-16 Basic Outbound Call Scenario—Call Rejected then Accepted, page 3-18 Basic Outbound Call Scenario—Call Accepted and Transferred to Other Agent, page 3-19 Basic Outbound Call Scenario—Call Accepted and Transferred to Route Point, page 3-20

Basic ACD Call Scenario—Call Queues for One CSQ
In this Basic ACD Call scenario, a call reaches a Cisco Unified CCX route point, executes a script, and queues for one CSQ. The system allocates agent A for the call, rings agent A’s phone, and agent A answers the call. Table 3-2 shows the call-related detail records that are generated by this scenario. Table 3-3 shows the agent state change records that are generated by this scenario.
Table 3-2 Basic ACD Call—Call-Related Detail Records

Record CCDR1 CRDR1

Session ID 100 100

Session Sequence Number qIndex 0 0 — 1

Remarks — Overall queue information

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Basic ACD Call—Call-Related Detail Records (continued)

Record CQDR1

Session ID 100

Session Sequence Number qIndex 0 1

Remarks Detailed queue information for CSQ1 (targetType = 0 indicates CSQ-based routing) Agent A and original call

ACDR1

100

0

1

Table 3-3

Basic ACD Call—Agent State Change Records

Record ASDR1 ASDR2 ASDR3

Reason 4 (Reserved) 5 (Talking) 3 (Ready)

Remarks Agent A selected for call Agent A answers call Call ends

Basic ACD Call Scenario—Call Queues for Two CSQs
In this Basic ACD Call scenario, a call reaches a Cisco Unified CCX route point, executes a script, and queues for two CSQs. The system allocates agent A for the call, rings agent A’s phone, and agent A answers the call. Table 3-2 shows the call-related detail records that are generated by this scenario. Table 3-3 shows the agent state change records that are generated by this scenario.
Table 3-4 Basic ACD Call—Call-Related Detail Records

Record CCDR1 CRDR1

Session ID 100 100

Session Sequence Number qIndex 0 0 — 1

Remarks — Overall queue information

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targetType = 0. Table 3-5 shows the call-related detail records that are generated by this scenario. Table 3-5 Basic ACD Call—Wrap Up Records Record CCDR1 CRDR1 Session ID 100 100 Session Sequence Number qIndex 0 0 — 1 Remarks — Overall queue information Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. a call reaches a Cisco Unified CCX route point. targetID = ID of CSQ2 Agent A and original call CQDR2 100 0 1 ACDR1 100 0 1 Basic ACD Call Scenario—Wrap Up In this Basic ACD Call scenario. targetID = ID of CSQ1 Overall queue information for CSQ2.Chapter 3 Writing Database Records Call Scenarios Table 3-4 Basic ACD Call—Call-Related Detail Records (continued) Record CQDR1 Session ID 100 Session Sequence Number qIndex 0 1 Remarks Overall queue information for CSQ1. executes a script. After completing the call.0(1) 3-5 . The system allocates agent A for the call. targetType = 0. and agent A answers the call. agent A goes to Work state and chooses a wrap up code. rings agent A’s phone. Release 7. and queues for one CSQ. Table 3-6 shows the agent state change records that are generated by this scenario.

Chapter 3 Call Scenarios Writing Database Records Table 3-5 Basic ACD Call—Wrap Up Records (continued) Record CQDR1 Session ID 100 Session Sequence Number qIndex 0 1 Remarks Detailed queue information for CSQ1 (targetType = 0 indicates CSQ-based routing) Agent A and original call with wrap-up code ACDR1 100 0 1 Table 3-6 Basic ACD Call—Wrap Up Records Record ASDR1 ASDR2 ASDR3 ASDR4 Reason 4 (Reserved) 5 (Talking) 6 (Work) 3 (Ready) Remarks Agent A selected for call Agent A answers call Call ends Agent A goes to Ready state Basic Agent Based Routing Call Scenario Table 3-7 Basic ACD Call—Agent State Change Records Record ASDR1 ASDR2 ASDR3 Reason 4 (Reserved) 5 (Talking) 3 (Ready) Remarks Agent A selected for call Agent A answers call Call ends In the Basic Agent Based Routing call scenario. a call reaches a Cisco Unified CCX route point. Release 7.0(1) 3-6 . and selects Agent A. rings agent A’s phone. Table 3-2 shows the call-related detail records that are generated by this scenario. and agent A answers the call. The system allocates agent A for the call. Table 3-3 shows the agent state change records that are generated by this scenario. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. executes a script.

agent A transfers the call to a Cisco Unified CCX route point. The server begins a new session and CCDR as soon as agent A starts the consult call.0(1) 3-7 . The call executes a script. and connects to agent B.Chapter 3 Writing Database Records Call Scenarios Table 3-8 Basic Agent Based Routing Call—Call-Related Detail Records Record CCDR1 CRDR1 CQDR1 Session ID 100 100 100 Session Sequence Number qIndex 0 0 0 — 1 1 Remarks — Overall queue information Detailed information for the routing attempt (targetType = 1 indicates agent based routing) Agent A and original call ACDR1 100 0 1 Table 3-9 Basic Agent Based Routing Call—Agent State Change Records Record ASDR1 ASDR2 ASDR3 Reason 4 (Reserved) 5 (Talking) 3 (Ready) Remarks Agent A selected for call Agent A answers call Call ends Transfer to Route Point Scenario After the basic ACD scenario (see the “Basic ACD Call Scenario—Call Queues for One CSQ” section on page 3-3). queues for one or more CSQs. Table 3-10 shows the call-related detail records that are generated by this scenario. Release 7. The server writes the CCDR for the consult call when agent A completes the transfer or when agent A or the script terminates that call. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

agent A calls another logged-in agent. Release 7. The server begins a new session and CCDR as soon as agent A starts the consult call. agent B. The server writes the CCDR for the consult call when agent A completes the conference or when agent A or agent B terminates the consult call.Chapter 3 Call Scenarios Writing Database Records Table 3-10 Transfer to Route Point—Call-Related Detail Records Record CCDR1 CRDR1 Session ID 100 100 Session Sequence Number qIndex 0 0 — 1 Remarks Transfer field will be 1 Overall queue info for the first segment of the call (before the transfer Agent A and original call Detailed queue info for the CSQ selected by the first route point’s script Consult call from agent A to route point Second leg of original call to new route point Overall queue info for the second segment of the call (after the transfer) Queue information of second leg of call Agent B and original call ACDR1 CQDR1 100 100 0 0 1 1 CCDR2 CCDR3 CRDR3 101 100 100 0 1 1 — — — CQDR3 ACDR3 100 100 1 1 1 1 Conference to Agent Scenario After the basic ACD scenario (see the “Basic ACD Call Scenario—Call Queues for One CSQ” section on page 3-3). and conferences agent B into the original call. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 3-8 .

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Note

The server does not create a new CCDR or CRDR after the conference is completed. Table 3-11 shows the call-related detail records that are generated by this scenario. An asterisk (*) indicates a record that has the same name as another record but that is for a different agent.
Table 3-11 Conference to Agent—Call-Related Detail Records

Record CCDR1 CRDR1 ACDR1 CQDR1

Session ID 100 100 100 100

Session Sequence Number qIndex 0 0 0 0 — 1 1 1

Remarks Conference field will be 1 Overall queue information Agent A and original call Detailed queue information for CSQ1 (targetType = 0 indicates CSQ-based routing) Consult call from agent A to agent B Agent B and original call

CCDR2 ACDR1*

101 100

0 0

— 0

Workflow Redirect to Route Point Scenario
In the Workflow Redirect to Route Point scenario, an incoming call reaches a Cisco Unified CCX route point. That workflow for that route point redirects the call to a second route point. Table 3-12 shows the call-related detail records that are generated by this scenario.

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Table 3-12

Workflow Redirect to Route Point—Call-Related Detail Records

Record CCDR1 CCDR2

Session ID 100 100

Session Sequence Number 0 1

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

ACD Call Unanswered Scenario
In the ACD Call Unanswered scenario, a call reaches a Cisco Unified CCX route point, executes a script, and queues for one or more CSQs. The system allocates agent A for the call, rings agent A’s phone, but agent A does not answer the call within the timeout specified in the Select Resource or Connect step. Then the call goes into queue and is presented to agent B, who answers the call. Table 3-13 shows the call-related detail records that are generated by this scenario. An asterisk (*) indicates a record that has the same name as another record but that is for a different agent. Table 3-14 shows the agent state change records that are generated by this scenario.
Table 3-13 ACD Call Unanswered Scenario—Call-Related Detail Records

Record CCDR1 CRDR1 CQDR1

Session ID 100 100 100

Session Sequence Number qIndex 0 0 0 — 1 1

Remarks — Overall queue information Detailed queue info for the CSQ selected by the route point's script Agent A, ring time > 0 and talk time = 0 Agent B, talk time > 0

ACDR1 ACDR1*

100 100

0 0

1 1

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ACD Call Unanswered Scenario—Agent State Change Records

Record ASDR1 ASDR2 ASDR3 ASDR4

Agent A A B B

State 2 (Not Ready) 5 (Talking)

Reason Code Remarks Agent A selected for call Server retrieves call from agent's phone Agent B selected for call Agent B answers call 32763

4 (Reserved) —

4 (Reserved) — —

Agent to Agent Non-ACD Call Scenario
In the Agent to Agent Non-ACD Call scenario, agent A goes offhook and calls agent B. Agent B answers, the two agents talk for a while, then agent B hangs up. Table 3-15 shows the call-related detail records that are generated by this scenario. Table 3-16 shows the agent state change records that are generated by this scenario.
Table 3-15 Agent to Agent Non ACD Call—Call-Related Detail Records

Record CCDR1

Session ID 100

Session Sequence Number 0

Remarks Agent A to agent B

Table 3-16

Agent to Agent Non ACD Call—Agent State Change Records

Record ASDR1 ASDR2 ASDR3 ASDR4

Agent A B B A

State 2 (Not Ready) 2 (Not Ready) 3 (Ready) 3 (Ready)

Reason Code Remarks 32762 32761 — — Agent A goes offhook Call rings at agent B’s phone Agent B hangs up —

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Agent to Agent Non-ACD Call Transfer Scenario
In the Agent to Agent Non-ACD Call Transfer scenario, Agent A receives a non-ACD call from an unknown party. Agent A places a consult call to agent B, agent B answers the call, and agent A completes the transfer. Agent B then hangs up. Table 3-17 shows the call-related detail records that are generated by this scenario. Table 3-18 shows the agent state change records that are generated by this scenario.
Table 3-17 Agent to Agent Non ACD Call Transfer—Call-Related Detail Records

Record CCDR1 CCDR2 CCDR3

Session ID 100 101 100

Session Sequence Number 0 0 1

Remarks Unknown party to agent A (transfer field will be 1) Agent A to agent B Unknown party to agent B

Table 3-18

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

Record ASDR1 ASDR2 ASDR3 ASDR4

Agent A B A B

State 2 (Not Ready) 2 (Not Ready) 3 (Ready) 3 (Ready)

Reason Code Remarks 32761 32761 — — First call rings at agent A’s phone Consult call rings at agent B’s phone Agent A completes transfer Agent B hangs up

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Release 7. and the caller are now in conversation.Chapter 3 Writing Database Records Call Scenarios Agent to Agent Non-ACD Call Conference Scenario In the Agent to Agent Non-ACD Call Conference scenario. agent B. Agent A hangs up. Table 3-20 shows the agent state change records that are generated by this scenario. Agent A places a consult call to agent B. Table 3-19 shows the call-related detail records that are generated by this scenario. Then Agent B hangs up. Then agent A establishes a conference. and agent A. agent A receives a non-ACD call from an unknown party.0(1) 3-13 . Table 3-19 Agent to Agent Non-ACD Call Conference—Call-Related Detail Records Record CCDR1 CCDR2 Session ID 100 101 Session Sequence Number Remarks 0 0 Unknown party to agent A (conference field will be 1) Agent A to agent B Table 3-20 Agent to Agent Non-ACD Call Conference—Agent State Change Records Record ASDR1 ASDR2 ASDR3 ASDR4 Agent A B A B State 2 (Not Ready) 2 (Not Ready) 3 (Ready) 3 (Ready) Reason Code Remarks 32761 32761 — — First call rings at agent A's phone Consult call rings at agent B's phone Agent A hangs up Agent B hangs up Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. and agent B answers the call.

Table 3-21 ACD Call Blind Transfer—Call-Related Detail Records Record CCDR1 CRDR1 ACDR1 CQDR1 CCDR2 CCDR3 ACDR3 Session ID 100 100 100 100 101 100 100 Session Sequence Number qIndex 0 0 0 0 0 1 1 — 1 1 1 — — 0 Remarks Original call and agent A (transfer field will be 1) Overall queue information Agent A Queue information Agent A and agent B Original call and agent B Agent B Table 3-22 ACD Call Blind Transfer—Agent State Change Records Record ASDR1 ASDR2 ASDR3 ASDR4 ASDR5 ASDR6 Agent A A B A B B Reason 5 (Talking) Remarks Agent A answers 4 (Reserved) Agent A selected for original call 4 (Reserved) Agent A calls agent B. Agent A puts that call on hold and places a consultative transfer to agent B. agent B’s phone rings 3 (Ready) 5 (Talking) 3 (Ready) Agent A competes the transfer Agent B answers Caller hangs up Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 3-14 . agent A is connected and talking to an incoming ACD call. Release 7.Chapter 3 Call Scenarios Writing Database Records ACD Call Blind Transfer Scenario In the ACD Call Blind Transfer Scenario. Table 3-22 shows the agent state change records that are generated by this scenario. Table 3-21 shows the call-related detail records that are generated by this scenario. Agent A completes the transfer and then agent B answers.

Table 3-23 shows the call-related detail records that are generated by this scenario. Table 3-24 shows the agent state change records that are generated by this scenario. agent A is connected to an incoming ACD call. no called party info ACDR1 100 0 1 CCDR2 101 0 — Table 3-24 Agent Places Consult Call then Resumes Call—Agent State Change Records Record ASDR1 ASDR2 ASDR3 Agent A A A Reason 5 (Talking) 3 (Ready) Remarks Agent A answers Caller hangs up 4 (Reserved) Agent A selected for original call Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Table 3-23 Agent Places Consult Call then Resumes Call—Call-Related Detail Records Record CCDR1 CRDR1 CQDR1 Session ID 100 100 100 Session Sequence Number qIndex 0 0 0 — 1 1 Remarks Original call and agent A Overall queue information Detailed queue information for CSQ1 (targetType = 0 indicates CSQ-based routing) Includes talk time both before and after the cancelled consult call. Release 7. drops the consult call. and contains hold time for the duration of the cancelled consult call Agent A.Chapter 3 Writing Database Records Call Scenarios Agent Places Consult Call then Resumes Call Scenario In the Agent Places Consult Call then Resumes Call scenario. Agent A receives a dial tone. Agent A presses the Transfer button on the phone to initiate a consult call with agent B. and resumes the incoming call.0(1) 3-15 .

Agent A resumes the original call.0(1) 3-16 . Agent A puts that call on hold and initiates a consultative transfer to agent B. Agent B answers. Table 3-26 shows the agent state change records that are generated by this scenario.Chapter 3 Call Scenarios Writing Database Records Agent Consults Agent then Resumes Call Scenario In the Agent Consults Agent then Resumes Call scenario. agent A is connected to an incoming ACD call. talks to A for some time. and contains hold time for the duration of the cancelled consult call CCDR2 ACDR1 101 100 0 0 — 1 Table 3-26 Agent Consults Agent then Resumes Call—Agent State Change Records Record ASDR1 ASDR2 Agent A A Reason 5 (Talking) Remarks Agent A answers 4 (Reserved) Agent A selected for original call Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. then hangs up without agent A completing the transfer. Release 7. Table 3-25 Agent Consults Agent then Resumes Call—Call-Related Detail Records Record CCDR1 CRDR1 CQDR1 Session ID 100 100 100 Session Sequence Number qIndex 0 0 0 — 1 1 Remarks Original call and agent A Overall queue information Detailed queue information for CSQ1 (targetType = 0 indicates CSQ-based routing) Agent A to agent B Includes talk time both before and after the consult call. Table 3-25 shows the call-related detail records that are generated by this scenario.

Chapter 3 Writing Database Records Call Scenarios Table 3-26 Agent Consults Agent then Resumes Call—Agent State Change Records (continued) Record ASDR3 ASDR4 ASDR5 ASDR6 Agent B B B A Reason Remarks 4 (Reserved) Agent A calls agent B. Table 3-28 shows the agent state change records that are generated by this scenario. Release 7. agent B’s phone rings 5 (Talking) 3 (Ready) 3 (Ready) Agent B answers Agent B disconnects from consult call Caller disconnects original call Basic Outbound Call Scenario—Call Accepted In this Basic Outbound Call scenario. Table 3-27 Basic Outbound Call—Call-Related Detail Records Record CCDR1 ACDR1 Session ID 100 100 Session Sequence Number Remarks 0 0 — Call result is 1 (voice) Table 3-28 Basic Outbound Call—Agent State Change Records Record ASDR1 ASDR2 ASDR3 Reason 4 (Reserved) 5 (Talking) 3 (Ready) Remarks Agent A is presented with outbound call Agent A accepts call Call ends Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. a call is presented to Agent A and the agent accepts the call. Then the system places the call from the Agent A to the customer. Table 3-27 shows the call-related detail records that are generated by this scenario.0(1) 3-17 .

a call is presented to Agent A and Agent A rejects the call. The call is then presented to Agent B and Agent B accepts the call.Chapter 3 Call Scenarios Writing Database Records Basic Outbound Call Scenario—Call Rejected then Accepted In this Basic Outbound Call scenario. Release 7. Table 3-30 shows the agent state change records that are generated by this scenario.0(1) 3-18 . Then the system places the call from Agent B to the customer. Table 3-29 Basic Outbound Call—Call-Related Detail Records Record CCDR1 ACDR1 ACDR2 Session ID 100 100 100 Session Sequence Number Remarks 0 0 0 — Call result is 9 (reject) Call result is 1 (voice) Table 3-30 Basic Outbound Call—Agent State Change Records Record ASDR1 ASDR1 ASDR1 ASDR2 ASDR3 Reason 4 (Reserved) 3 (Ready) 4 (Reserved) 5 (Talking) 3 (Ready) Remarks Agent A is presented with outbound call Agent A rejects call Agent B is presented with outbound call Agent B accepts call Call ends Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Table 3-29 shows the call-related detail records that are generated by this scenario.

Table 3-32 shows the agent state change records that are generated by this scenario. Release 7.0(1) 3-19 . Agent A then transfers the call to Agent B.Chapter 3 Writing Database Records Call Scenarios Basic Outbound Call Scenario—Call Accepted and Transferred to Other Agent In this Basic Outbound Call scenario. a call is presented to Agent A and the agent accepts the call. Then the system places the call from the Agent A to the customer. Table 3-31 shows the call-related detail records that are generated by this scenario. Table 3-31 Basic Outbound Call—Call-Related Detail Records Record CCDR1 ACDR1 CCDR2 CCDR3 ACDR2 Session ID 100 100 200 100 100 Session Sequence Number Remarks 0 0 0 1 1 — Call result is 1 (voice) Consult call from Agent A to Agent B Outbound call at Agent B Call result is 20 (transfer) Table 3-32 Basic Outbound Call—Agent State Change Records Record ASDR1 ASDR2 ASDR3 ASDR1 ASDR2 ASDR3 Reason 4 (Reserved) 5 (Talking) 3 (Ready) 4 (Reserved) 5 (Talking) 3 (Ready) Remarks Agent A is presented with outbound call Agent A accepts call Call transfers to Agent B Agent B is presented with outbound call Agent B on outbound call Call ends Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

executes a script. rings agent B’s phone. and queues for one CSQ.0(1) 3-20 .Chapter 3 Call Scenarios Writing Database Records Basic Outbound Call Scenario—Call Accepted and Transferred to Route Point In this Basic Outbound Call scenario. Table 3-34 shows the agent state change records that are generated by this scenario. and agent B answers the call. Agent A then transfers the call to a route point. Table 3-33 shows the call-related detail records that are generated by this scenario. Then the system places the call from the Agent A to the customer. Table 3-33 Basic Outbound Call—Call-Related Detail Records Record CCDR1 ACDR1 CCDR2 CCDR3 CRDR1 CQDR1 Session ID 100 100 200 100 100 100 Session Sequence Number qIndex 0 0 0 1 1 1 — — — — 1 1 Remarks — Call result is 1 (voice) Consult call from Agent A to route point Outbound call is queued Overall queue information Detailed queue information for CSQ1 (targetType = 0 indicates CSQ-based routing) Agent B and original call ACDR1 100 1 1 Table 3-34 Basic Outbound Call—Agent State Change Records Record ASDR1 ASDR2 Reason 4 (Reserved) 5 (Talking) Remarks Agent A is presented with outbound call Agent A accepts call Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7. a call is presented to Agent A and the agent accepts the call. The call reaches a Cisco Unified CCX route point. The system allocates agent B for the call.

Chapter 3 Writing Database Records Flow of Email-Related Detail Records Table 3-34 Basic Outbound Call—Agent State Change Records (continued) Record ASDR3 ASDR1 ASDR2 ASDR3 Reason 3 (Ready) 4 (Reserved) 5 (Talking) 3 (Ready) Remarks Call transfers to route point Agent B selected for call Agent B answers call Call ends Flow of Email-Related Detail Records Below is an example of the general flow of detail records for incoming Emails. Table 3-35 General Flow of Detail Records for Incoming ICD Emails System Activity Agent logs in Detail Record Activity EEMEASDR created for login with start and end time equal EEMEASDR created for initial Email Not Ready state start Agent goes Email Ready EEMEASDR for Email Not Ready updated to include ending time of the state EEMEASDR created for start time of Email Ready Email reaches CSQ inbox EEMCEDR created for the Email EEMQADR created for the Email and the CSQ it is initially routed to Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. and then log out. send a response. This example shows an agent log in. This only contains details relating to Email records. Release 7.0(1) 3-21 . receive an Email.

• • • Basic Incoming Email with a Response Sent. page 3-24 Email Transferred to Different CSQ. Release 7. page 3-25 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 3 Email Scenarios Writing Database Records Table 3-35 General Flow of Detail Records for Incoming ICD Emails System Activity Detail Record Activity System selects agent and assigns the EEMQADR updated to reflect agent and Email time it was assigned EEMEASDR for Email Ready updated to include ending time of state EEMEASDR created for Email Processing Agent sends response EEMQADR updated to include final disposition of the Email EEMCEDR updated to include final disposition of the Email EEMEASDR for Email Processing updated to include ending time of state EEMEASDR created for Email Ready Agent goes Email Not Ready EEMEASDR for Email Ready updated to include ending time of state EEMEASDR created for Email Not Ready Agent logs out EEMEASDR updated for Email Not Ready to include ending time of state EEMEASDR created for Email Logout that has an equal start and end time Email Scenarios The following sections describe various email scenarios.0(1) 3-22 . page 3-23 Email Re-queued.

Agent A decides they do not want any more emails and goes Email Not Ready and re-queues the email. it appears on agent A's desktop. and agent A writes and sends a response. an email arrives in the Inbox associated with a CSQ and is then moved and assigned to that CSQ. The system allocates agent A for the email and it appears on agent A's desktop. Table 3-36 Basic Incoming Email . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 3 Writing Database Records Email Scenarios Basic Incoming Email with a Response Sent In this scenario. The email is then allocated to agent B and agent B sends a response.Email-Related State Change Records Record EEMEASDR1 EEMEASDR2 Reason 4 (Email Processing) 3 (Email Ready) Remarks Agent receives Email Agent sent Email Email Re-queued In this scenario.Email-Related Detail Records Record EEMCEDR1 QAD Sequence CED ID Number Remarks 100 210 Email information including incomingand final disposition information Email information relating to the one appearance in the queue EEMQADR1 100 Table 3-37 Basic Incoming Email . The system allocates agent A for the email. an email arrives in the Inbox associated with a CSQ and is then moved and assigned to that CSQ. Release 7.0(1) 3-23 .

ReceivedReasonFK will be 8 for re-queued and EndTypeFK will be 5 for sent EEMQADR1 100 210 EEMQADR2 100 211 Table 3-39 Email Re-queued . The system allocates agent A for the email and it appears on agent A's desktop. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Email-Related Detail Records Record EEMCEDR1 QAD Sequence CED ID Number Remarks 100 Email information including incoming and final disposition information.0(1) 3-24 . Release 7. EndTypeFK will be 8 (Re-queued) Email information relating to the first appearance in the queue. Agent A decides it does not belong in that CSQ and transfers it to CSQ2. The email is then allocated to agent B and agent B deletes the email.Email-Related State Change Records Record EEMEASDR1 EEMEASDR2 Agent A A Reason 4 (Email Processing) 2 (Email Not Ready) Remarks Agent A receives Email Agent A selected Not Ready before re-queuing Email Agent B receives Email Agent B sent Email EEMEASDR3 EEMEASDR4 B B 4 (Email Processing) 3 (Email Ready) Email Transferred to Different CSQ In this scenario.Chapter 3 Email Scenarios Writing Database Records Table 3-38 Email Re-queued . an email arrives in the Inbox associated with CSQ1 and is then moved and assigned to that CSQ. FinalDispositionTypeFK will be 5 for Sent Email information relating to the first appearance in the queue.

0(1) 3-25 . Release 7. EEMQADR1 100 210 1 EEMQADR2 100 211 2 Table 3-41 Email Transferred to Different CSQ . Email information relating to the first appearance in the queue. FinalDispositionTypeFK will be 6 for Deleted. The CSQ ID will initially be 1 but will be updated to 2 when transferred. ReceivedReasonFK will be 7 for transferred and EndTypeFK will be 6 for deleted.Email-Related Detail Records Record EEMCEDR1 QAD Sequence CED ID Number CSQ ID 100 2 Remarks Email information including incoming and final disposition information.Email-Related State Change Records Record EEMEASDR1 EEMEASDR2 EEMEASDR3 EEMEASDR4 Agent A A B B Reason 4 (Email Processing) 2 (Email Ready) 4 (Email Processing) 3 (Email Ready) Remarks Agent A receives Email Agent A receives Email Agent Breceives Email Agent Breceives Email Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 3 Writing Database Records Email Scenarios Table 3-40 Email Transferred to Different CSQ . EndTypeFK will be 7 (Transferred) Email information relating to the first appearance in the queue.

Chapter 3 Email Scenarios Writing Database Records Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.0(1) 3-26 .

Locate and right-click the new folder you created and choose Sharing. create a folder in which to store historical reports. create a folder on the C:\ drive and name it Reports. For example. Note Do not use a Cisco Unified CCX server as the web server to avoid affecting the performance of that server. This procedure creates a folder on the web server in which historical reports are stored. Step 3 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. To provide web access to historical reports. make sure that the following services are running: • • IIS Admin service World Wide Web Publisher service Step 2 On the web server. Procedure Step 1 On the web server. It also sets up the Cisco Unified CCX Historical Reports client computer to export reports to the web server for sharing.CH A P T E R 4 Sharing Cisco Unified CCX Historical Reports on the Web This chapter explains how you can make Cisco Unified CCX historical reports available to users over the web.0(1) 4-1 . The web server must be running the Windows 2000 Server operating system. you may want to make them available through your company intranet (rather than the public Internet) so that you can control access to them. perform the following procedure. Because historical reports can contain proprietary information. Release 7.

Click the Share this folder radio button. For example. Click the None radio button. Set up mapping to reconnect at logon. specify F:\myreport. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 4 Sharing Cisco Unified CCX Historical Reports on the Web Step 4 Step 5 In the Properties dialog box. Click OK. d. Release 7. map a network drive to the folder on the web server that you set up for sharing historical reports. Highlight the alias for the folder you created and click Edit Properties. click OK. if the drive letter from the mapping process is F and if you are exporting a report called myreport. In the Web Sharing area: a.pdf. Check the Directory browsing check box. For example. click the Web Sharing tab. where server is the name or the IP address of the web server and folder is the alias of the new folder: http://server/folder/ On the Cisco Unified CCX Historical Reports client computer.0(1) 4-2 . b. Check the Read check box. Step 6 In the Edit Alias dialog box: a. b. if you created a folder on the web server called Reports.pdf as export location. c. Uncheck any other check boxes if they are checked. c. Step 8 Step 9 When you schedule or export reports from the Cisco Unified CCX Historical Reports client. map the network drive to the Reports folder on the web server. e. use the drive letter from the mapping process when you specify the export location. Refer to your Windows documentation for information about mapping a network drive. The new folder you created can now be accessed by entering the following URL is a web browser. Choose Default Web Site from the Share on drop-down list. Step 7 In the Properties dialog box.

0(1) 4-3 . where server is the name or the IP address of the web server.pdf. folder is the alias of the web server folder in which reports are stored. refer to Cisco Unified Contact Center Express Historical Reports User Guide for information about scheduling and exporting historical reports.Chapter 4 Sharing Cisco Unified CCX Historical Reports on the Web The report you export will be available at the following URL. Note In addition. and report is the name of the report: http://server/folder/report. Release 7. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

Chapter 4 Sharing Cisco Unified CCX Historical Reports on the Web Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 4-4 . Release 7.

page 5-10 Exporting Data when Cisco Unified CCX Data Exists in the Data Warehouse.0(1) 5-1 . You can then access this data for further analysis. To export data. This chapter does not describe how to merge multiple Cisco Unified CCX databases into one data warehouse. see the appropriate section for your situation: • • • • Exporting Data when the Cisco Unified CCX Database and the Data Warehouse use Microsoft SQL Server 2000. page 5-11 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Each Cisco Unified CCX database generates unique IDs for database records and merging independent Cisco Unified CCX databases will cause data collision. Release 7.CH A P T E R 5 Exporting Historical Data to a Data Warehouse This chapter explains how to export Cisco Unified CCX historical data to your own data warehouse. page 5-2 Exporting Data when the Cisco Unified CCX Database uses MSDE. page 5-8 Exporting Data when the Data Warehouse does not use Microsoft SQL Server 2000.

make sure that the data warehouse does not contain any Cisco Unified CCX data. Step 2 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 5 Exporting Historical Data to a Data Warehouse Exporting Data when the Cisco Unified CCX Database and the Data Warehouse use Microsoft SQL Server 2000 Exporting Data when the Cisco Unified CCX Database and the Data Warehouse use Microsoft SQL Server 2000 If you are using Microsoft SQL Server 2000 for the Cisco Unified CCX database and for your data warehouse.0(1) 5-2 . start the SQL Server Enterprise Manager by choosing Start > Programs > Microsoft SQL Server > Enterprise Manager. Procedure Step 1 On the server on the server on which the Cisco Unified CCX data is stored. log in to the data warehouse server using same ID and password that you use to log in to the server on which the Cisco Unified CCX data is stored. Caution Before you perform the following steps. If it does contain Cisco Unified CCX data. In the SQL Server Enterprise Manager window. expand the Console Root tree as follows. See Figure 5-1. Release 7. where Cisco Unified CCX Server is the IP address or the host name of the Cisco Unified CCX server: Microsoft SQL Servers > SQL Server Group > Cisco Unified CCX Server > Databases. Perform these steps on the server which the Cisco Unified CCX data is stored. Before you begin Before you begin. see the “Exporting Data when Cisco Unified CCX Data Exists in the Data Warehouse” section on page 5-11. perform the following steps to export Cisco Unified CCX historical data to the data warehouse.

0(1) 5-3 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide..Chapter 5 Exporting Historical Data to a Data Warehouse Exporting Data when the Cisco Unified CCX Database and the Data Warehouse use Microsoft SQL Server 2000 Figure 5-1 Expanding the Console Root Tree Step 3 Right-click the db_cra database name and choose All Tasks > Export Data. Release 7... See Figure 5-2.

Release 7.Chapter 5 Exporting Historical Data to a Data Warehouse Exporting Data when the Cisco Unified CCX Database and the Data Warehouse use Microsoft SQL Server 2000 Figure 5-2 Exporting Data Step 4 Step 5 In the Data Transformation Services Import/Export window. See Figure 5-3.0(1) 5-4 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Click the Use Windows Authentication radio button. b. In the Choose a Data Source window: a. click Next. Click Next.

Click Use Windows Authentication radio button. Release 7. c. Choose the destination database name from the Database drop-down list. See Figure 5-4.Chapter 5 Exporting Historical Data to a Data Warehouse Exporting Data when the Cisco Unified CCX Database and the Data Warehouse use Microsoft SQL Server 2000 Figure 5-3 Choose a Data Source Window Step 6 In the Choose a Destination window: a. d. Enter the IP address or the host name of the data warehouse in the Server field. Click Next. The Specify Table to Copy or Query window appears. b. appended with the named instance string \CRSSQL.0(1) 5-5 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

0(1) 5-6 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. click Next.Chapter 5 Exporting Historical Data to a Data Warehouse Exporting Data when the Cisco Unified CCX Database and the Data Warehouse use Microsoft SQL Server 2000 Figure 5-4 Choose a Destination Window Step 7 In the Specify Table to Copy or Query window. as shown in Figure 5-5. Release 7. The Select Source Tables and Views window appears.

Release 7. Choose the tables from the db_cra database by checking the check box next to each of the following table names: – AgentConnectionDetail – AgentStateDetail – ContactCallDetail – ContactQueueDetail – ContactRoutingDetail – ContactServiceQueue – Resource – ResourceGroup – ResourceSkillMapping – Skill – SkillGroup Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 5 Exporting Historical Data to a Data Warehouse Exporting Data when the Cisco Unified CCX Database and the Data Warehouse use Microsoft SQL Server 2000 Figure 5-5 Select Source Tables and Views window Step 8 In the Select Source Tables and Views window: a.0(1) 5-7 .

See Figure 5-6. The export process starts.. schedule. start the SQL Server Enterprise Manager by choosing Start > Programs > Microsoft SQL Server > Enterprise Manager.. When the process completes. In the Save. click Next. Step 2 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 5 Exporting Data when the Cisco Unified CCX Database uses MSDE Exporting Historical Data to a Data Warehouse – Supervisor – Team b.0(1) 5-8 . follow these steps to register the database before you export it: Procedure Step 1 On the server on which Cisco Unified Communications Manager (Cisco Unified CM) is installed.. If you are using MSDE for the Cisco Unified CCX database. right-click SQL Server Group and choose New SQL Server Registration. In the SQL Server Enterprise Manager window. you see the following message: Successfully copied 13 table(s) from Microsoft SQL Server to Microsoft SQL Server. click Finish. Release 7. Exporting Data when the Cisco Unified CCX Database uses MSDE Microsoft Database Engine (MSDE) does not provide the SQL Server Enterprise Manager tool for importing and exporting data. In the Completing the DTS Import/Export Wizard window. Step 9 Step 10 Click Next. and replicate package window.

Click OK. b. b. See Figure 5-7. Enter the IP address or the host name of the Cisco Unified CCX database server in the Server field.Chapter 5 Exporting Historical Data to a Data Warehouse Exporting Data when the Cisco Unified CCX Database uses MSDE Figure 5-6 New SQL Server Registration Step 3 In the Register SQL Server Wizard window: a.0(1) 5-9 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Click Next. Step 4 In the Registered SQL Server Properties window: a. Click the Use User Windows Authentication radio button. I want to perform this task without using a wizard check box. Check the From now on. appended with the named instance string \CRSSQL. c. Release 7.

0(1) 5-10 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. in Step 6. perform the procedure in the “Exporting Data when the Cisco Unified CCX Database and the Data Warehouse use Microsoft SQL Server 2000” section on page 5-2 to export Cisco Unified CCX historical data to the data warehouse However. Release 7. choose the appropriate destination database from the Destination drop-down list. Exporting Data when the Data Warehouse does not use Microsoft SQL Server 2000 If your data warehouse is not Microsoft SQL Server 2000.Chapter 5 Exporting Historical Data to a Data Warehouse Exporting Data when the Data Warehouse does not use Microsoft SQL Server 2000 Figure 5-7 Registered SQL Server Properties Window Step 5 Perform the procedure in the “Exporting Data when the Cisco Unified CCX Database and the Data Warehouse use Microsoft SQL Server 2000” section on page 5-2 to export Cisco Unified CCX historical data to the data warehouse.

Step 1 If you are using MSDE. register the database by performing the procedure in the “Exporting Data when the Cisco Unified CCX Database uses MSDE” section on page 5-8. Click the Use a query to specify the data to transfer radio button. After Step 6. Step 2 Step 3 In the DTS Import/Export Wizard Specify Table to Copy or Query window: a. existing data is modified and new data is added. so it can be difficult to identify the data that has changed. Release 7. you can either: • • Delete all of the Cisco Unified CCX data from the data warehouse and then import all data from the Cisco Unified CCX server. In the Cisco Unified CCX configuration tables. Perform Step 1 through Step 6 in the “Exporting Data when the Cisco Unified CCX Database and the Data Warehouse use Microsoft SQL Server 2000” section. Click Next. Step 2 through Step 8 in this procedure describe how to export new data for the Cisco Unified CCX call detail tables.Chapter 5 Exporting Historical Data to a Data Warehouse Exporting Data when Cisco Unified CCX Data Exists in the Data Warehouse Exporting Data when Cisco Unified CCX Data Exists in the Data Warehouse If some Cisco Unified CCX data already exists in the your data warehouse. When you export data. exporting the data from the Cisco Unified CCX server may result in data collision. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. the DTS Import/Export Wizard Specify Table to Copy or Query window appears. Step 9 through Step 11 in this procedure describe this process. To avoid this issue. See Figure 5-8. b. or Import only new Cisco Unified CCX data that was generated after a certain date. it is easiest to first delete all configuration data from the data warehouse and then export data from the Cisco Unified CCX database. performing the following procedure. To import new data.0(1) 5-11 .

from the ContactRoutingDetail table. enter a SQL query to export a specific portion of data from a specific Cisco Unified CCX database table. For example.0(1) 5-12 . to export data later than March 1. and then click Next.Chapter 5 Exporting Data when Cisco Unified CCX Data Exists in the Data Warehouse Exporting Historical Data to a Data Warehouse Figure 5-8 Specify Table to Copy or Query Window Step 4 In the DTS Import/Export Wizard Type SQL Statement window. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7. 2004. enter the query as shown in Figure 5-9. You will repeat this procedure to export data for additional tables. You can export data from only one table at a time.

0(1) 5-13 . select * from AgentStateDetail where eventdatetime >= '03/01/2004 12am'. Release 7. select * from ContactQueueDetail where startdatetime >= '03/01/2004 12am'. Step 5 In the DTS Import/Export Wizard Select Source Tables and Views window: a. b. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. choose the destination table that corresponds to the query that you specified in Step 4. 2004. for the five call detail tables: select * from AgentConnectionDetail where startdatetime >= '03/01/2004 12am'. From the Results drop-down list. See Figure 5-10. select * from ContactCallDetail where startdatetime >= '03/01/2004 12am'. Click Next.Chapter 5 Exporting Historical Data to a Data Warehouse Exporting Data when Cisco Unified CCX Data Exists in the Data Warehouse Figure 5-9 Specifying a Query The following sample queries export data later than March 1. select * from ContactRoutingDetail where startdatetime >= '03/01/2004 12am'.

schedule and replicate package window.Chapter 5 Exporting Data when Cisco Unified CCX Data Exists in the Data Warehouse Exporting Historical Data to a Data Warehouse Figure 5-10 Selecting a Destination Table Step 6 Step 7 Step 8 In the The Save. click Next.0(1) 5-14 . In the Completing the DTS Import/Export Wizard window. click Finish. Repeat Step 2 through Step 7 for until you have imported data from each of the following Cisco Unified CCX call detail database tables: • • • • • AgentConnectionDetail AgentStateDetail ContactCallDetail ContactQueueDetail ContactRoutingDetail Step 9 Delete one of the following Cisco Unified CCX configuration tables from the data warehouse: • • • ContactServiceQueue Resource ResourceGroup Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.

Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. select only the database table that you just deleted in Step 9 above. Step 11 Repeat Step 9 and Step 10 above for each of the Cisco Unified CCX configuration tables. In Step 8 of that procedure. Release 7.Chapter 5 Exporting Historical Data to a Data Warehouse Exporting Data when Cisco Unified CCX Data Exists in the Data Warehouse • • • • • Step 10 ResourceSkillMapping Skill SkillGroup Supervisor Team Perform Step 1 through Step 10 in the “Exporting Data when the Cisco Unified CCX Database and the Data Warehouse use Microsoft SQL Server 2000” section.0(1) 5-15 .

Chapter 5 Exporting Data when Cisco Unified CCX Data Exists in the Data Warehouse Exporting Historical Data to a Data Warehouse Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.0(1) 5-16 .

page 6-18 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. You must use Crystal Reports version XI (Professional or Developer Edition) to create custom historical reports. This chapter includes these topics: • • • • Creating a Report.CH A P T E R 6 Creating Custom Historical Reports for Cisco Unified CCX You can create your own Cisco Unified CCX historical reports and add them to the Report Type drop-down list on the Cisco Unified CCX Historical Reports main window. Make sure that the report generates properly. page 6-2 Creating a Report Definition File. Release 7. page 6-17 Troubleshooting. When you create a custom report. page 6-10 Updating the Reports Catalog File.0(1) 6-1 . a generally available third-party application. you follow these general steps: 1. Create an XML report definition file for the report. 2. 3. Use Crystal Reports. to create and save the report.

Then right-click the shortcut.exe file resides in the same folder to which you copied the files above. (Make sure to include the quotation marks. perform these steps: • Write a SQL stored procedure to join database tables and calculate the data that the report requires.Chapter 6 Creating a Report Creating Custom Historical Reports for Cisco Unified CCX Creating a Report The following sections describe how to create a custom report: • • Before you Begin. Copy the following files from the Cisco Unified CCX Historical Reports folder on the Cisco Unified CCX Historical Reports client system to the C:\Program Files\Business Objects\Crystal Reports 11 folder: – Cal.dll – Cal. page 6-2 Creating a Report using Crystal Reports Version 11.exe • Note Before you copy the specified files from the Cisco Unified CCX Historical Reports folder on the Cisco Unified CCX Historical Reports client system to the C:\Program Files\Business Objects\Crystal Reports 11 folder.exe.ini – launchHRC. Refer to Cisco Unified CCX Database Schema for information about the Cisco Unified CCX database tables.exe” crw32. The crw32. make sure that the Cisco Unified CCX Historical Reporting client is installed on the same PC as Crystal Report version XI.ini – CiscoAppsReports_*. and enter the following text in the Target field.0(1) 6-2 .) “C:\Program Files\Business Objects\Crystal Reports 11\ launchHRC. choose Properties. page 6-3 Before you Begin Before you create a new report.dll – hrcConfig.exe Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7. • Create a shortcut to crw32.

a generally available third-party application. to create two versions of the report. refer Cisco Unified CCX Database Schema.Chapter 6 Creating Custom Historical Reports for Cisco Unified CCX Creating a Report You must use this shortcut when you start Crystal Reports as described in the “Creating a Report using Crystal Reports Version 11” section on page 6-3. For information about the tables and records in the Cisco Unified CCX database. Release 7. Creating a Report using Crystal Reports Version 11 To create a new report. Procedure Step 1 Start Crystal Reports and choose File > New > Standard Report. use Crystal Reports version XI (Professional or Developer Edition). For more information about creating reports with Crystal Reports. The versions should be identical. as shown in Figure 6-1. Tip Build the report with charts first and save it with the appropriate name for a report with charts as explained in Step 9. The Standard Report Creation Wizard Data window appears. refer to your Crystal Reports documentation. except that one version should contain charts. delete the charts and save the modified report with the appropriate name for a report without charts as explained in Step 9. Then. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 6-3 .

Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 6-4 . expand Create New Connection and then expand OLE DB (ADO).Chapter 6 Creating a Report Creating Custom Historical Reports for Cisco Unified CCX Figure 6-1 Standard Report Creation Data Wizard Window Step 2 In the Standard Report Creation Data Wizard window. The OLE DB Provider window appears. as shown in Figure 6-2. Release 7.

Release 7. The Connection Information window appears. click Next.0(1) 6-5 . highlight Microsoft OLE DB Provider for SQL Server in the Provider list. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 6 Creating Custom Historical Reports for Cisco Unified CCX Creating a Report Figure 6-2 OLE DB Provider Window Step 3 In the OLE DB Provider window. as shown in Figure 6-3.

You must append the named instance to the IP address or the host name that you enter. Click Next. and the named instance is \CRSSQL.0(1) 6-6 . For example. From the Database drop-down list. In the Server field. c. enter the IP address or the host name of the server that stores the reporting data and the reporting stored procedures. 4433 in this field. enter CRAHRSRV\CRSSQL. See Figure 6-4. b. d. choose the database that contains the reporting stored procedures. Check the Integrated Security check box. if the server name is CRAHRSRV. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.Chapter 6 Creating a Report Creating Custom Historical Reports for Cisco Unified CCX Figure 6-3 Connection Information Window Step 4 In the Connection Information window: a.

Chapter 6 Creating Custom Historical Reports for Cisco Unified CCX Creating a Report Figure 6-4 OLE DB (ADO) Window for Providing Advanced Information Step 5 Click Finish. b. highlight the stored procedure that you want to use. In the Standard Report Creation Data window for choosing data: a. Step 6 In the Available Data Sources pane. Expand Stored Procedures In the Available Data Sources area. Release 7. d. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 6-7 . The Enter Values window appears. Click > to move the stored procedure to the Selected Tables area. This example shows the Enter Values window for the sp_ccdr stored procedure. navigate to and expand the database that you specified in Step 4c. c. as shown in Figure 6-5. The Standard Report Creation Data window appears again.

Chapter 6 Creating a Report Creating Custom Historical Reports for Cisco Unified CCX Figure 6-5 Enter Values Window Step 7 Step 8 In the Enter Values window. Release 7. enter the appropriate values for your stored procedure and click OK.0(1) 6-8 . (By default. Step 9 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.) Replace Language with the name of the appropriate language directory.rpt Replace Category. Follow the directions provided by the Crystal Reports wizard to complete setting up the report. and Locale with appropriate values as explained in Table 6-1. Cisco Unified CCX Historical Reports\ Report Templates\Language Name the report as follows: Category_ReportDisplayName_ReportFormat_Locale. the client system installs in the Program Files directory. Save the report in the following directory under the directory in which you installed the client system. Refer to your Crystal Reports documentation for more information. ReportFormat. ReportDisplayName.

look at the folder names in the Cisco Unified CCX Historical Reports\ Report Templates directory.Chapter 6 Creating Custom Historical Reports for Cisco Unified CCX Creating a Report Table 6-1 File Name Components Component Category Explanation Cisco Unified CCX application package with which to associate this report. Users with access to this package will be able to generate this report. Chart—Report includes charts Table—Report does not include charts Languages installed on the Cisco Unified CCX Historical Reports client system. This name will — be replaced with the name specified by vFileName in the reports catalog file line that you add for this report. If a name has more than one word. Specifies the language in which you created the field names.0(1) 6-9 . For example: en_US—English de_DE—German es_ES—Spanish fr_FR—French it_IT—Italian ja_JP—Japanese zh_CN—Simplified Chinese To see the languages installed on the client system. separate each word with an underscore. Consists of an ISO language code followed by an underscore (_) and then an ISO country code. Valid Values CCR—Cisco Unified CCX Enhanced or Cisco Unified CCX Premium ICD—Cisco Unified CCX Standard IVR—Cisco Unified IP IVR ReportDisplayName You can use any name. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. and other static items in the report. headings. ReportFormat Locale Whether the report includes charts. Release 7. Locale ISO string.

when you create a report definition file for a custom report. The report is designed to run on a system with a system locale of English.rpt In this example: • • • • • Users who have access to the Cisco Unified CCX Enhanced application package will be able to generate this report.0(1) 6-10 . you begin with an existing Cisco Unified CCX Historical Reports definition file. Creating a Report Definition File A report definition file is in XML format and contains information that the Cisco Unified CCX Historical Reports client system needs to generate a report. The report will appear as My New Report in the Report Type drop-down list on the Cisco Unified CCX Historical Reports main window. You save the existing file under a new name. Now you are ready to create a report definition file as described the “Creating a Report Definition File” section on page 6-10. The extension . Release 7. You may find it convenient to begin with the CCR_Agent_Summary_en_us. and then you modify the new file as needed. As the following steps show.rpt indicates that this file is a report file.Chapter 6 Creating a Report Definition File Creating Custom Historical Reports for Cisco Unified CCX The following is an example of a report name: CCR_My_New_Report_Chart_en_us.xml file because this file contains examples of most of the XML tags. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. The report includes one or more charts.

Step 3 Edit the new file by changing the appropriate XML tag attributes or tag values as explained in Table 6-2. Make sure to surround all XML attribute values with quotation marks (“).Chapter 6 Creating Custom Historical Reports for Cisco Unified CCX Creating a Report Definition File To create a report definition file. and give the new file the following name: Category_ReportDisplayName_Locale. and sort criteria. (By default. parameter filters. Save the file in the directory that contains the original file.) Language is the name of the directory in which you saved the report as described in the “Creating a Report” section on page 6-2.0(1) 6-11 . Release 7. you can specify any name for the report. Table 6-2 Report Definition XML Attributes and Tags XML Tag or Attribute Report Explanation Defines the report by describing its SQL command.xml Replace Category. Includes these attributes: • • • ReportName ReportCategory BasetemplateFile ReportName Name of the report as it will appear in the Report Type drop-down list on the Cisco Unified CCX Historical Reports main window. the client system installs in the Program Files directory. In Cisco CRS release 3. Report definition files are located in the Cisco Unified CCX Historical Reports\ Report Templates\Language directory under the directory in which you installed the client system. Step 2 Before you make any changes.0(2) and later. follow these steps: Procedure Step 1 Use a Windows text editor to open an existing report definition file. There are other values in this file. Do not change these values. ReportDisplayName and Locale with the same values that you used when you created the report as described in the “Creating a Report” section on page 6-2. choose File > Save As to save the file under a new name. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Users with access to this package will be able to generate this report. Valid values: CCR—Cisco Unified CCX Enhanced or Cisco Unified CCX Premium ICD—Cisco Unified CCX Standard IVR—Cisco Unified IP IVR ReportCategory ReportDescription Brief description of the report. Release 7. Cisco Unified CCX application package with which to associate this report. This value should be the same as the value that you specified for Category when you created the report file as explained in the “Creating a Report” section on page 6-2.0(1) 6-12 . This description will appear on the Cisco Unified CCX Historical Reports main window when the report is selected from the Report Type drop-down list.Chapter 6 Creating a Report Definition File Creating Custom Historical Reports for Cisco Unified CCX Table 6-2 Report Definition XML Attributes and Tags (continued) XML Tag or Attribute BasetemplateFile Explanation This value should be the same as the value that you specified for ReportDisplayName when you created the report file as explained in the “Creating a Report” section on page 6-2.

Valid values: True—Parameters are mutually exclusive False—Parameters are not mutually exclusive Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. the filter parameter that appears in the Filter Parameter field on the Cisco Unified CCX Historical Reports Detailed Report Settings window will be used in the SQL command when the report generates. the Cisco Unified CCX Historical Reports client will replace each parameter with its value. Other parameters will be set to their default values as specified by the ParamDefaultValue attribute. Refer to your XML documentation for more information. $EndDate. all filter parameters that are set will be used in the SQL command when the report generates. and $SortBy. as specified by a user $SortBy—Sort method that a user specifies for the report If the command includes characters that the XML processor might interpret as markup characters. the SQL command requires the following parameters: $StartDate—First date of the date range for which to generate information in the report. When this report is generated. except for $StartDate. Defines whether the filter parameters specified in the ReportParameterList field are mutually exclusive. Each parameter must follow these conventions: • • A parameter must begin with a dollar sign ($) A parameter may contain only alphabetic characters and underscores (_) At a minimum. If the parameters are not mutually exclusive. ReportParameterList MutualExclusive Defines each parameter that is specified in the SQL command (see the ReportSQLCommand tag). You can follow this name with any number of parameters. use the standard XML entity references for the characters or use hexadecimal character references. as specified by a user $EndDate—Last date of the date range for which to generate information in the report.0(1) 6-13 . Release 7. If the parameters are mutually exclusive.Chapter 6 Creating Custom Historical Reports for Cisco Unified CCX Creating a Report Definition File Table 6-2 Report Definition XML Attributes and Tags (continued) XML Tag or Attribute ReportSQLCommand Explanation SQL command (query or stored procedure) upon which the report is based.

including the leading dollar sign ($). and $SortBy parameters. $EndDate. There must be one SQLParameter tag for each parameter that is defined in the ReportSQLCommand tag. $EndDate. This description appears as a tool tip when you place the cursor over a filter parameter name in the Filter Parameter field on the Cisco Unified CCX Historical Reports Detailed Report Settings window. Default value of the parameter specified in the SQLParameter field.) Includes these attributes: • • ParamName ParamDefaultValue ParamNameText ParamHelpText Either DBListToList or TextBox Includes these XML tags: • • • ParamName Defines the name of the parameter as specified in the ReportSQLCommand tag. Used if a value is not specified when setting are made for the report. ParamDefaultValue ParamNameText ParamHelpText Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 6-14 . and $SortBy. Brief description of the parameter. except for $StartDate. (See the ReportSQLCommand tag for information about the $StartDate. Must match the parameter name exactly. Also used if the MutualExclusive attribute is set to true and this parameter does not appear in the Filter Parameter field on the Cisco Unified CCX Historical Reports Detailed Report Settings window when the report generates. Release 7.Chapter 6 Creating a Report Definition File Creating Custom Historical Reports for Cisco Unified CCX Table 6-2 Report Definition XML Attributes and Tags (continued) XML Tag or Attribute SQLParameter Explanation Defines a SQL parameter that is specified in the ReportSQLCommand tag. Name of the filter parameter that appears on the Filter Parameter drop-down list on the Cisco Unified CCX Historical Reports Detailed Report Settings window.

Contains these attributes: • • GUIComponentName SingleSelection Either SQL or SourceListValues selectedListOperations Contains these tags: • • GUIComponentName SingleSelection Defines the name of the parameter selection interface. and so on are the values in the Selected list. Valid operations are AND and OR.Chapter 6 Creating Custom Historical Reports for Cisco Unified CCX Creating a Report Definition File Table 6-2 Report Definition XML Attributes and Tags (continued) XML Tag or Attribute DBListToList Explanation Specifies that filter parameters can be selected using the Available or the Selected list on the Cisco Unified CCX Historical Reports Detailed Report Settings window. Refer to the CCR_Priority_Summary_Activity_en_us. and Value1. You must specify a name. . Defines values that appear in the Available list on the Cisco Unified CCX Historical Reports Detailed Report Settings window. Value2. Specifies whether the DBListToList tag allows a single selection or multiple selections from a drop-down list of values. Value3. Valid values: 1—DBListToList allows a single selection from a list of values 0—DBListToList allows multiple selections from a list of values SQL Defines the SQL command used to generate values that appear in the Available list on the Cisco Unified CCX Historical Reports Detailed Report Settings window. Value3. When the report is generated. .0(1) 6-15 . . Value2. SourceListValues selectedListOperations Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. but this attribute is reserved for future use. Release 7. Specifies the operation that is included with the values in the Selected list on the Cisco Unified CCX Historical Reports Detailed Report Settings window when the report is generated. Contains one or more ListOption tags. where Operation is AND or OR. the value of the SQL parameter containing a DBListToList tag will be Operation|Value1. .xml file for an example of how this tag is used. Filter parameters in the Available list come from the SQL tag or from the SourceListValues tag.

OptionValue Step 4 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Contains one or more ListOption tags. The last ListOption tag with an OptionsSelected value of True will be displayed. Contains these attributes: • • GUIComponentName Type Type Specifies whether the value entered in the Enter Parameter Value field is a number or text. Specifies the value of this list option. Release 7. This list will appear in the Sort Report By drop-down list on the Cisco Unified CCX Historical Reports Detailed Report Settings window. Now update the Reports Catalog File as described in the “Updating the Reports Catalog File” section on page 6-17. ListOption tags are included in SourceListValues and ReportSortBy. Valid values: INT—Positive integer value STRING—Text value ReportSortBy Defines a list of fields by which a user can sort the report. Contains these attributes: • • ListOption OptionsSelected OptionValue OptionsSelected Specifies the value that is selected by default from the list of options specified by the ListOption tag. This value is used when the SQL command executes. Defines a list of options.0(1) 6-16 . Save the file and exit the editor.Chapter 6 Creating a Report Definition File Creating Custom Historical Reports for Cisco Unified CCX Table 6-2 Report Definition XML Attributes and Tags (continued) XML Tag or Attribute TextBox Explanation Specifies that filter parameters can be selected in the Enter Parameter Value field on the Cisco Unified CCX Historical Reports Detailed Report Settings window.

The reports catalog file is named as follows: hrcReportCatalog_Locale. ReportDisplayName and Locale with same values that you used when you created the report and the report definition file.0(1) 6-17 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. (By default. which appears at the end of the file. The reports catalog file is located in the Cisco Unified CCX Historical Reports\ Report Templates\Language directory under the directory in which you installed the client system.Chapter 6 Creating Custom Historical Reports for Cisco Unified CCX Updating the Reports Catalog File Updating the Reports Catalog File The reports catalog file is in XML format and maps each report definition file to the associated report name that appears on the Report Type drop-down list. see Table 6-1 on page 6-9. Replace ReportName with the same name that you specified with the ReportName XML attribute in the Report Definition file.xml For an explanation of Locale.xml” vFileName=“ReportName”/> Replace Category.) Language is the name of the directory in which you saved the report as described in the “Creating a Report” section on page 6-2. See Table 6-1 for an explanation of these values. Add a line in the reports catalog file for the new report definition file. Release 7. To update the reports catalog file for a new report definition file. follow these steps: Procedure Step 1 Step 2 Use a Windows text editor to open the reports catalog file. See the explanation of the ReportName attribute in Table 6-2. you must update the reports catalog file. <ReportFileName pFileName=“Category_ReportDisplayName_Locale. There must be a space before pFileName and a space before vFileName. If you create a new report definition file. Enter the line in the following format. the client system installs in the Program Files directory. and place it immediately before the line </ReportCatalog>.

Category. an entry for the report should exist in the reports catalog file.xml In addition.rpt Category_ReportName_Table_Locale. the following files should exist in the Cisco Unified CCX Historical Reports\ Report Templates\Language directory under the directory in which you installed the client system. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.xml” vFileName=“My New Report”/> Step 3 Save the file and exit the editor. page 6-19 New Report Does Not Appear on the Report Type Drop-Down List After you create a report and create a report definition file. ReportName. If the report does not appear on this list or if the report does not generate properly. see the “Troubleshooting” section on page 6-18. Category_ReportName_Chart_Locale. Release 7. For an explanation of Language. page 6-18 Generating a Custom Report Fails with "Invalid name" Error. Troubleshooting The following sections provide information that can help you troubleshoot custom reports: • • New Report Does Not Appear on the Report Type Drop-Down List. see Table 6-1 on page 6-9.) These files must follow these naming conventions exactly or the report will not generate.Chapter 6 Troubleshooting Creating Custom Historical Reports for Cisco Unified CCX Here is an example of a line in the reports catalog file for a report that will appear on the Report Type drop-down list in a US English locals as My New Report: <ReportFileName pFileName=“CCR_My_New_Report_en_us. Your new report should appear on the Report Type drop-down list the next time you start the Cisco Unified CCX Historical Reports client.rpt Category_ReportName_Locale. the client system installs in the Program Files directory. (By default.0(1) 6-18 . and Locale.

ini configuration file and set the logLevel parameter to 3. Release 7. If the report files and the XML report definition file have the correct names and are located in the correct directory but the report does not generate or you receive an error message when you select the report from the Report Type drop-down list. Generating a Custom Report Fails with "Invalid name" Error Attempting to generate a scheduled custom report fails with the error “Invalid name” when the showUserNameOnReport parameter is set to 1 in the Historical Reports hrcConfig. Open the Historical Reports log file and find the SQL command used to generate the report. You perform these steps on the computer on which you are trying to generate the report.Chapter 6 Creating Custom Historical Reports for Cisco Unified CCX Troubleshooting If the report does not appear on the Report Type drop-down list on the Cisco Unified CCX Historical Reports main window or if the report does not generate.ini file. For information about the hrcConfig. Step 2 Step 3 Step 4 Stop and restart the Cisco Unified CCX Historical Reports client so that your change to the hrcConfig. For information about the Historical Reports log file. • • Make sure that the entry for the report in the reports catalog file is in the correct format and that this file is located in the correct directory.ini file and how to edit it.ini file takes effect. Make sure that the report files and the XML report definition file have the correct names and are located in the correct directory. Check the command for errors. and make necessary corrections in the XML report definition file. Procedure Step 1 Edit the hrcConfig. Try again to generate the new report. add the label Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. refer to Cisco Unified Contact Center Express Historical Reports User Guide.0(1) 6-19 . perform the following steps to locate the problem. To work around this problem. refer to Cisco Unified Contact Center Express Historical Reports User Guide.

0(1) 6-20 . Release 7. look at the definition file for any of the Cisco-provided historical reports.Chapter 6 Troubleshooting Creating Custom Historical Reports for Cisco Unified CCX @$UserName to the .rpt report file that you create with Crystal Reports. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. To determine where to place this attribute.

Release 7. page 7-5 Application Performance Analysis Report. page 7-7 Common Skill Contact Service Queue Activity Report. page 7-5 Agent Summary Report. page 7-9 Contact Service Queue Activity Report (by CSQ). page 7-7 Call Custom Variables Report. page 7-10 The FAQs in this chapter are arranged in the following sections: • • • • • • • • • • Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. The questions and answers throughout this chapter use the following abbreviations 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 Abandoned Call Detail Activity Report. page 7-4 Agent Detail Report.0(1) 7-1 . page 7-8 Contact Service Queue Activity Report. page 7-2 Agent Call Summary Report. page 7-4 Agent Login Logout Activity Report.CH A P T E R 7 Frequently Asked Questions This chapter contains frequently asked questions (FAQs) and answers to those questions.

page 7-12 Traffic Analysis Report. The call was routed to an agent. page 7-18 General.Chapter 7 Abandoned Call Detail Activity Report Frequently Asked Questions • • • • • Detailed Call by Call CCDR Report. look at the session ID and session sequence number on the Detailed Call by Call CCDR Report. For example. How can multiple abandoned call legs that belong to the same call be correlated? A. page 7-14 Availability of Reporting Data. The call was abandoned before it was assigned a priority. Why do the number of abandoned calls shown on the Abandoned Call Detail Activity Report and the number of calls shown on the Contact Service Queue Activity Report not match? A. What does it mean when an Agent Name field is blank? A. page 7-13 Data Reconciliation Among Reports. What does it mean when an Agent Name field contains a value? A. and the caller hung up. Release 7. Q. The call was abandoned before it was routed to an agent. consider the following workflow: Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Q. These values can differ because a Contact Queue Detail record may mark a call as dequeued while a Contact Call Detail record marks the call as abandoned. Q. Q. page 7-22 Abandoned Call Detail Activity Report Q. Match the call start time on the Abandoned Call Detail Activity Report with the call start time 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. Why does the Initial Call Priority field or the Final Call Priority field show n/a for a call? A. Then. the agent did not answer.0(1) 7-2 .

Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. When an agent transfers a call to another agent and the caller abandons the call before the call is answered by the second agent. When an agent transfers a call to another agent and the caller abandons the call. and as dequeued (if it was dequeued before aborting)/abandoned in Contact Queue Detail record. Release 7. Another reason is that the call gets aborted after being in the queue. In this case the CSQ reports will display more abandoned calls than the Abandoned Call Detail Activity Report.Chapter 7 Frequently Asked Questions Abandoned Call Detail Activity Report Start Accept Prompt Select Resource -Connect -Queue --Play Prompt (Prompt2) --Dequeue --Play Prompt (Prompt3) End If a call is abandoned during Prompt2 or Prompt3. The Abandoned Call Detail Activity Report will show the call as abandoned from all from all CSQs for which the call was routed. Q. why is the call not displayed in the Abandoned Call Detail Activity report? A. Such calls get marked as aborted in the Contact Call Detail record. the Contact Queue Detail record will mark the call as dequeued but not abandoned from any queue. the first phase of the call is marked as handled and the abandonment of the second phase is not displayed in the Abandoned Detail Call Activity Report.0(1) 7-3 . The Contact Call Detail record will mark the call abandoned. In this case.This information cannot be seen in any other report. the Contact Service Queue Activity Report will show the call as dequeued from all CSQs for which the call was routed.

why is the total number of inbound calls different than the number calls handled on the CSQ Activity Report (by CSQ)? A. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Why are the Hold Time and the Work Time fields blank for a call? A. the Agent Call Summary Report shows more calls.Chapter 7 Agent Call Summary Report Frequently Asked Questions Agent Call Summary Report Q. The same is shown twice on Agent Call Summary Report:. Agent1 then transfers the call to Agent2 (without going through a CSQ). In the Agent Call Summary Report. assume that a call is queued for CSQ1 and is then handled by Agent1. Release 7. are the ACD Transfer-In and ACD Transfer-Out calls included in the Inbound ACD-Total or the Outbound-Total values? A. (IVR calls include agent-to-agent calls and external calls made by an agent. calls can go to agents directly. For example. one as handled by Agent1 (through CSQ1).0(1) 7-4 . Q. These calls are included in the Inbound ACD-Total value. In the Agent Call Summary Report. The call was not an ACD call. one call is shown as handled on the CSQ Activity Report (through CSQ1 by Agent1). • • Agent Detail Report Q. the Agent Call Summary Report shows more calls. If there are agents included in the Agent Call Summary Report who do not belong to CSQs in the CSQ Activity Report. another as handled by Agent2 (not through a CSQ but as a direct transfer from Agent2).) The Cisco Unified CCX database does not record hold time and work time for IVR calls. The number of calls can differ for these reasons: • The Agent Call Summary Report shows calls that are presented to agents and the CSQ Activity Report shows calls that are presented to CSQs. If agent based routing configured. In this case. The Agent Call Summary Report can include transferred ACD calls. without going through a CSQ. In this case.

Q.m. For example. 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. If the agent logged out at 6:30 p. How can IVR calls be identified? A.m.Chapter 7 Frequently Asked Questions Agent Login Logout Activity Report Q. the Login Time field will show < 8am (or < 0800).m. How is the value in the Average Logged-In Time field calculated? A. The call end time is when the agent leaves Work state. Why does a less-than sign (<) precede the value in the Login Time field or a greater-than sign (>) precede the value in the Logout Time field? A. Therefore. The Hold Time and the Work Time fields are blank in the Agent Detail Report. (1830). Why does the value in the Duration field not equal talk time + hold time + work time? A. (0800) and the report end time was 6:00 p. (0745). assume that the report start time was 8 a. If the agent logged in at 7:45 a. Agent Login Logout Activity Report Q. the call duration is equal to ring time + talk time + hold time + work time. (1800). the Logout Time field will show > 6pm (or > 1800). Release 7. This value is calculated as the total logged-in time divided by the number of login sessions.0(1) 7-5 . A greater-than sign (>) indicates that the agent logged out after the report end time. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. A less-than sign (<) indicates that the agent logged in before the report start time.m. Agent Summary Report Q.

m. assume that an agent logs in at 8:00 a. These values will be different when the agent placed any ACD calls on hold during the reporting period. Q.m. Q.m (1105).0(1) 7-6 . (0915).m. Release 7. then logs out at 8:30 a.m. there are two login sessions. In this case. These values show the time that an agent spent in the talk state. The average logged-in time is (30+45)/2 = 37. How is Handle Time calculated? A. This value is the time that an agent spent on an incoming ACD call.m. This value is calculated as the total idle time divided by the number of idle sessions. (1000).5 minutes. For example. Handle time = Talk time + Hold time + Work time. The first session lasts 15 minutes and the second session lasts 5 minutes. then logs in again at 9:15 a. (0800). Why do the values in the Talk Time . The Agent Summary Report shows information for ACD calls only. How is the value in the Idle Time—Avg field calculated? A. assume that an agent goes to Not Ready state at 10:00 a. (1015). The average idle time is (15+5)/2 = 10 minutes. (0830).Avg and the Talk Time -Max fields in the Agent Summary Report not match the value in the Talk Time field in the Agent State Summary Reports? A. Does the Agent Summary show information for IVR calls? A.m. (1000). The talk time information in the Agent Summary Report comes from the talkTime field in the AgentConnectionDetail table. The talk time information in the Agent State Summary Reports comes from AgentStateDetail table. there are two idle sessions.Chapter 7 Agent Summary Report Frequently Asked Questions For example. then goes to Not Ready state at 11:00 a. then goes to Ready state at 10:15 a. Q. In this case. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. and then logs out at 10:00 a. The first session lasts 30 minutes and the second session lasts 45 minutes. (1100). The Agent Detail Report shows information for Cisco Unified CCX and Cisco Unified IP IVR calls. and then goes to Ready state at 11:05 a.m. Q.

The Detailed Call by Call CCDR Report counts incoming calls. Q. These fields show the meanings of the custom variables that are specified in a workflow. Why is the value in the Calls Presented field lower than the total number of calls on the Detailed Call by Call CCDR Report for the same report period? A. What does it mean when the Application ID field contains –1 and the Application Name field is empty? A.0(1) 7-7 . and internal calls (for example. outgoing calls (for example. agent-to-agent consult calls).) Call Custom Variables Report Q. (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. (This report counts an ACD call as abandoned if the caller hangs up while queued for a CSQ or CSQs). The Contact Service Queue Activity Report includes only abandoned ACD calls. The Application Performance Analysis Report counts incoming calls only.Chapter 7 Frequently Asked Questions Application Performance Analysis Report Application Performance Analysis Report Q. Q. agent-to-agent transfer/conference consult legs. Why does the Application Performance Analysis report show more abandoned calls that the Contact Service Queue Activity Report for the same report period? A. What are the values in the Custom Variable 1 through the Custom Variable 10 fields? A. The Application ID field will contain –1 and the Application Name field will be empty for agent-to-agent calls. Release 7. The Application Performance Analysis Report includes abandoned ACD calls and abandoned IVR calls. outbound calls made by agents). IVR calls. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. or any other call that is not placed to a Cisco Unified CCX Route Point or associated with an application.

So. Contact Service Queue Activity Report by Interval/CSQ).) For Calls Handled. Common Skill Contact Service Queue Activity Report Q. this reports shows the total number of calls because one call can only be handled by one CSQ.0(1) 7-8 . If you do not have logical CSQs configured.Chapter 7 Common Skill Contact Service Queue Activity Report Frequently Asked Questions For example. this report shows the maximum number of all calls abandoned from all CSQs within the same group. A logical CSQ is a group of CSQs configured with the same skill but with different competence levels. For Calls Abandoned. and Custom Variable 2 would show the account number that was entered. the same incoming call can flow within the same group of CSQs. If the wait time exceeds the predefined threshold. a workflow may designate variable1 as the menu option that the caller chooses and designate variable2 as the account number that the caller enters. This report is designed for customers who have logical CSQs configured. Q. In this case Custom Variable 1 would show the option value (such as 2) that the caller entered. the call goes to the next higher skill level. consider using other CSQ reports (Contact Service Queue Activity Report. An incoming call may be queued for the CSQ with the lowest competence level. This report is similar to other CSQ reports—why is it useful? A. The value on the Calls Presented summary line shows the maximum number of calls presented to all CSQs within the same group rather than the total number of calls presented to all CSQs within the same group. The summary line in the report displays the summarized statistics for the group of CSQs configured with common skills. This report provides additional information for multiple CSQs that are configured with the same call skill but with different competence levels. the call will be queued for the next higher competence level. If no agent is available for a certain period. This report is particularly useful for logical CSQs. Release 7. it first goes to the CSQ with the lowest skill level. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. A group of CSQs that is configured in this manner is called a logical CSQ. (Calculating the sum could result in counting the same call multiple times because the call could be presented to different CSQs within the same logical group. When a call comes in to a script that uses the “logical CSQ” approach. Why are the summary for skill totals not adding up properly in the Common Skill Contact Service Queue Activity Report (by Interval): A.

Q. Q. queues it. By default. Then it is queued for CSQ2 for 10 minutes. Then it is handled by CSQ1. The maximum queue time for a CSQ is the longest queue time for a single call among the calls presented. is there a way to track the number of callers that make this transfer and leave a message? A. You can design a workflow to store a caller’s key input in one of the custom variables in the ContactCallDetail table.0(1) 7-9 . If a workflow gives callers the option to transfer to a voice messaging system. However. assume that an incoming call is queued for CSQ1 for 5 minutes.Chapter 7 Frequently Asked Questions Contact Service Queue Activity Report Contact Service Queue Activity Report Q. It is calculated as the total number of calls abandoned for the CSQ divided by the number of days in the report period. the call will be counted as handled. 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. Average calls abandoned for a CSQ is an average value per day. if the workflow is designed to mark a call as handled after a caller leaves a message. How are average queue time and maximum queue time calculated? A. Q. Release 7. The queue time recorded for CSQ1 in the CQDR table is 5 minutes. and for CSQ2 is 10 minutes. 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. Then you can generate the Call Custom Variable Report and manually count the rows that contain the desired information. In the following scenario. Or you can create a custom report to provide this information. the call is counted as abandoned instead of handled because it did not connect to an agent. Q. For example. The individual queue time for each CSQ is stored in the CQDR table. is the call counted as abandoned or as handled: The system receives a call. A. The caller presses 1 and leaves a message. and plays a prompt giving the caller the option to press 1 to leave a message. Will calls presented always equal calls handled + calls abandoned? Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. How are average calls abandoned (in the Calls Abandoned—Avg field) and maximum calls abandoned (in the Calls Abandoned—Max field) calculated? A.

Other attributes are not displayed in the report. schedule daily reports for the CSQ Activity Report (by CSQ) or the CSQ Activity Report (by Interval). A CSQ has many attributes. changing any attribute of the CSQ causes a new line to show in the report. including CSQ name. Positive Abandon. Q. Similarly. Why does the same CSQ appear twice in this report (and on other CSQ reports)? A. Since the Auto Work setting does not appear in the report. a daily report will display 24 intervals. if the service level is changed from 10 to 25.) Q. Calls presented = calls handled + calls abandoned + calls dequeued + calls handled by others. service level. However. are displayed in the report. if Auto Work is changed from 1 to 0. Contact Service Queue Activity Report (by CSQ) Q. No. One line will show the old service level value and one line will show the new service level value. divided into 1–hour intervals. and to calls that were queued for multiple CSQs and then handled one of the other CSQs. one for each hour of the day. and auto work. resource selection criterion. two lines of the same CSQ will show in the report. Release 7. Separate hourly reports are not available. This setting will provide one report each day.Chapter 7 Contact Service Queue Activity Report (by CSQ) Frequently Asked Questions A. but with the interval length set to 60 minutes. two lines of the same CSQ will also show in the report. For example. How do the four Percentage of Service Level Met fields (Only Handled. To show hourly data for each day. Some attributes. set the interval length to 60 minutes.0(1) 7-10 . Can the Contact Service Queue Activity Report show hourly data? And can hourly reports be generated automatically for each hour of each day? A. “Calls handled by others” refers to calls that were handled by some workflow in a script. (“Calls handled” refers to calls that were connected to an agent in a particular CSQ. the same CSQ will appear twice. Without Abandon. In the Detail tab. such as CSQ name and service level. and Negative Abandon) differ? Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

A handled call is one that is answered by an agent or one that is marked as handled by a workflow. and is calculated as follows: (Number of calls handled within service level / (Number of calls presented – Number of calls abandoned within service level)) * 100%. An abandoned call is one that disconnects before an agent answers. and is calculated as follows: (Number of calls handled within service level / Number of calls presented) * 100% Q. How is an abandoned call counted if it was queued for multiple CSQs? Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. meeting service level.0(1) 7-11 . Handled and abandoned calls can be divided into these categories: handled within service level. The Percentage of Service Level Met—Positive Abandon field calculation considers calls abandoned within the service level as meeting the service level. that were handled within the service level. The Percentage of Service Level Met—Without Abandon field calculation does not include information for calls that were abandoned within the service level. It does not consider abandoned calls. and abandoned after service level. This value is always less than or equal to the value in the Percentage of Service Level Met—Only Handled field.Chapter 7 Frequently Asked Questions Contact Service Queue Activity Report (by CSQ) A. handled after service level. and is calculated as follows: ((Number of calls handled within service level + Number of calls abandoned within service level) / Number of calls presented) * 100% The Percentage of Service Level Met—Negative Abandon field calculation considers calls abandoned within the service level as not meeting the service level. not counting abandoned calls. This file shows the percentage of presented calls that were handled within the service level. The Percentage of Service Level Met—Only Handled field calculation considers handled calls only. This value is less than or equal to the The Percentage of Service Level Met—Positive Abandon field. and is calculated as follows: (Number of calls handled within service level / Number of calls handled) * 100% The remaining fields differ in how they account for abandoned calls: not counted. or not meeting service level. This field shows the percentage of presented calls (calls routed to a CSQ). abandoned within service level. This field shows the percentage of presented calls that were handled or abandoned within the service level. This field shows the percentage of handled calls that were handled within the service level. Release 7.

The dateInactive field in the ContactServiceQueue table shows the date and time that the new service level was configured. Detailed Call by Call CCDR Report Q. If a call is queued for multiple CSQs and is then abandoned. In this case. After the service level for a CSQ is changed. the call is counted as dequeued from each of the other CSQs. Yes. In this case. If a call is queued for multiple CSQs. What are a session ID and a session sequence number? A. the report shows the active (new) and inactive (old) CSQs. and is handled by one of them. the old record is marked as inactive. a dequeued call is counted for CSQ1 and for CSQ3. CSQ2. Q. Release 7.Chapter 7 Detailed Call by Call CCDR Report Frequently Asked Questions A. Q.0(1) 7-12 . This number remains the same for the entire call. assume that a call is queued for CSQ1 and CSQ2 and that the caller hangs up before being routed to an agent. Q. it is counted as abandoned from all the CSQs for which it is queued. The Cisco Unified CCX database maintains records of old and new service levels. For example. If the value in the dateInactive field is in the report period. assume that an incoming call is queued for CSQ1. When a new service level is configured. once with the old service level and once with the new service level? A. Why are the Hold Time and the Work Time fields blank? Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. How is a dequeued call counted if it was queued for multiple CSQs? A. an abandoned call is counted for CSQ1 and for CSQ2. and CSQ3 and that it is handled by an agent from CSQ2. why does the CSQ appear in the report twice. Sequence numbers start at 0 and increment by 1 each time the call is transferred or redirected. Can a call be marked as handled if it is never queued for a CSQ? A. The system also assigns a sequence number to each leg of a call. For example. A session ID is a unique identification number that the system assigns to a call. You can design a workflow to mark such a call as handled. Q.

sequence number = 0. so the Application Performance Analysis Report counts each call leg as a call. application = “auto attendant” Session ID = 1. The calls in the CCDR Report are not duplicates.Chapter 7 Frequently Asked Questions Traffic Analysis Report A. sequence number = 1. Session Sequence Number. It is counted twice for the Application Performance Analysis Report: once for the “auto attendant” application and once for the “musician demonstration” application. Why is the value in the Total Incoming Calls field in this report different than the value in the Total Incoming Calls field in the Application Performance Analysis Report? A. assume that a call comes into an Auto Attendant and that the caller selects a menu option for Musician Demonstration. The call was an IVR call. Q.) The Cisco Unified CCX database does not record hold time and work time for IVR calls.) Q. but different talk time because different agents participated in the same call. Traffic Analysis Report Q. (The Detailed Call. An incoming call can have multiple call legs. each call leg may invoke a different application. Agent Report shows the names of agents who participated in a conference call. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7. They are conference calls. application = “musician demonstration” This call is counted once for the Traffic Analysis Report. However. The call will have 2 call legs: Session ID = 1. The Traffic Analysis report counts a call with multiple legs as a single call. When the system cleans up a call (which may have remained in the system because of missing events) the system writes a CCDR with the contact disposition dont_care (value = 3). (IVR calls include agent-to-agent calls and external calls made by an agent. What does it mean when the contact disposition is 3? A. CSQ. which have the same SessionID. Why does it appear that there duplicate calls on the report? A. For example.0(1) 7-13 .

and with talk time greater than 0. Calls that are hung up before being queued for any CSQ may be marked as handled or abandoned (depending on the workflow and on when they hung up).Chapter 7 Data Reconciliation Among Reports Frequently Asked Questions Data Reconciliation Among Reports Q. Q. Why does the Agent Summary Report show more calls handled than the CSQ reports? A. Why does the Detailed Call by Call CCDR Report show more handled calls than the CSQ reports? A. search for ACDRs with the same session ID and sequence number. Conference calls to agents will result in one CRDR having multiple ACDRs.0(1) 7-14 . Why does the Application Performance Analysis Report show more calls presented. To identify conference calls. There are two reasons: • One incoming call can invoke multiple applications because each leg of the call can invoke a different application. handled. The call is counted once for each application. Q. How can conference calls be identified? A. The Agent Summary Report counts the number of ACDRs and the CSQ report count the number of CRDRs. Such calls do not have CRDRs or ACDRs and will not be counted on CSQ reports or Agent reports. How can calls that were presented to an agent but were not answered be identified? Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.) • Q. The CSQ reports show calls that are handled by agents after the calls are queued for a CSQ. Release 7. (These calls will be counted in the Application Performance Analysis Report because the calls entered an application. with different agent IDs. Q. The Detailed Call by Call CCDR Report shows those calls and calls that are marked as handled by a workflow script before they are queued for a CSQ. and abandoned than the CSQ Reports? A.

Release 7. An associated ACDR has the same sessionID and sessionSeqNum as the CQDR. report. including the Contact Service Queue Activity Report. one CQDR and one ACDR are created.0(1) 7-15 . Why do the Agent Summary Report. Calls Presented minus Calls Handled is the number of calls that went RNA. show activity at the CSQ level. Contact Service Queue Activity Report. Q. and Application Performance Analysis Report show different values for calls presented? A. For handled calls. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Why is the total number of calls in the Calls Handled field in the Contact Service Queue Activity Report lower than the number in the Calls Handled Field in the Agent Summary Report? A. another ACDR is created. The Application Performance Analysis Report shows the highest number of calls presented for the following reasons: • One incoming call can invoke multiple applications because each leg of the call can invoke a different application.Chapter 7 Frequently Asked Questions Data Reconciliation Among Reports A. In these cases.# • • Q. one CQDR will have multiple associated ACDRs. the CSQ-Agent Summary Report shows the total number of RNAs for each agent and for each CSQ. shows activity at the agent level. The agent reports. There may be conference calls that involve multiple agents. the Agent Summary Report counts the ACDRs with non-zero talk times (to exclude unanswered calls). The number of such ACDRs may be larger than the number of such CQDRs for any of the following reasons: • If you choose all agents for the Agent Summary Report but choose only one CSQ for the Contact Service Queue Activity Report. In addition. To identify such calls. The CSQ reports. and the Contact Service Queue Activity Report counts CQDRs with disposition equal to 2 (handled). the Agent Summary Report will report more handled calls. When agent A transfers the call to agent B. If agent A picks up a call from CSQ1. search for ACDRs with talk time equal to zero. including the Agent Summary Report. On the Agent Summary Report. but no CQDR is created. Agent-to-agent transfers will result in more ACDRs than CQDRs. The same call is counted once for each application.

conferenced in Agent1. These calls also do not have ACDRs and are not counted on the Agent Summary Report. There were conference calls which involved multiple agents. Release 7. The Agent Summary Report shows more calls presented than the Contact Service Queue Activity Report for either of the following reasons: • The same call was queued to a certain CSQ but presented to multiple agents within the CSQ (because an agent did not answer). Why is the number of abandoned calls in the Abandoned Call Detail Activity Report higher than the number of abandoned calls in the Contact Service Queue Activity Report? A. An agent from another CSQ handled the call. Why would the Maximum Handle for Agent1 that appears on the CSQ Activity Report be different than the Maximum Handle for Agent1 that appears on the Agent Summary Report? A. Such calls are counted once for the Contact Service Queue Activity Report but counted once for each agent involved for the Agent Summary Report.0(1) 7-16 . Q. It does not appear for CSQ1 on the CSQ Activity Report because Agent1 was conferenced in to the call but the call was initially handled by another CSQ. Such calls do not have CRDRs (because they were not queued) and are not counted on the Contact Service Queue Activity Report. and then dropped out.Chapter 7 Data Reconciliation Among Reports Frequently Asked Questions • Some calls were terminated before they were queued. the Maximum Handle Time appears for Agent 1 on the Agent Summary Report. In this case. The Contact Service Queue Activity Report shows calls that were abandoned while they were queued for a CSQ. so they are not counted for any CSQ. • Q. Agent1 continued the call for longer than the longest talk time of the any call that the agent handled for CSQ1. assume that Agent1 belongs only to CSQ1 and CSQ1 does not include any other agent. Some calls shown in the Abandoned Call Detail Activity Report were abandoned before they were routed to a CSQ (these calls have a blank Call Routed CSQ field). Why do the CSQ Activity Report and the Agent Summary Report show different values for the Maximum Handle Time? For example. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. In addition.

Release 7. The CSQ Cisco Unified CCX Stats real-time report counts calls marked as Handled_by_other as dequeued calls. or by a script. the Contacts Dequeued column includes calls that were dequeued and handled by another CSQ. On the CSQ Activity Report: Calls Dequeued = calls dequeued via dequeue step. Why does the Talk Time field in the Agent Summary Report show 0 but the Talk Time field Agent Detail Report show another value? A. but Agent Detail Report shows Cisco Unified CCX and Cisco Unified IP IVR calls. Q. In this scenario. by an agent. The CSQ Activity Report shows dispositions 4 and 5 as Handled by Other. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. with a disposition of Handled_by_other (5) (or of 4 if there is a dequeue step) One CQDR for CSQ2. with a disposition of Handled_by_other (5) (or of 4 if there is a dequeue step) One CQDR one for the agent who handled call through agent based routing. The calls in question are IVR calls. so they do not appear on Agent Summary Report. On that report. calls handled by other = calls handled by workflow script + calls handled by another CSQ. there should be three CQDRs: • • • One CQDR for CSQ1. The Agent Summary Report shows ACD calls only. Calls Dequeued is 0 for both CSQs (disposition 3 is reported as Dequeued on the report). If a call is queued in CSQ 1 and CSQ 2 and then handled by and agent based routing agent. with a disposition of Handled (2). why does the CSQ Cisco Unified CCX Stats real-time report show a value of 1 for Contacts Dequeued for both CSQ1 and CSQ2 but the CSQ Activity Report show a value of 0 for Calls dequeued for both CSQ1 and CSQ: A. so it shows one call as Handled By Other for both CSQ1 and CSQ2. Q. Why are values for Calls Dequeued different on the Contact Service Queue Activity Report (by CSQ or by Interval) and the Contact Service Queue Activity Report? A. On the CSQ Activity Report (by CSQ or by Interval): Calls Dequeued = calls dequeued via the dequeue step + calls handled by workflow script + calls handled by another CSQ.Chapter 7 Frequently Asked Questions Data Reconciliation Among Reports Q.0(1) 7-17 .

m. Is there a way to determine telephone numbers of calling parties? A. The Cisco Agent Desktop reports shows two call legs (one inbound and one outbound) for agent A. Availability of Reporting Data Q. 34 calls A. but only one call leg for agent B..Chapter 7 Availability of Reporting Data Frequently Asked Questions Q. What can cause a discrepancy between Cisco Unified CCX historical reports and Cisco Agent Desktop reports? A. To generate this report for one-hour intervals. to 10:00 a.m. If the agent does not spend the entire duration of time in Not Ready state with the unique reason code making outbound calls. If Agent A performs a consult transfer to agent B for an incoming ACD call. The Call ANI fields on the Abandoned Call Detail Activity Report and the Agent Detail Report show this information. a historical report shows two call legs for both Agent A and Agent B. Release 7. If an agent uses a unique reason code when going to Not Ready state to make outbound calls. to 8:00 a. the sum of the duration of outbound calls will be less than the duration spent in Not Ready state with the unique reason code.. Q. 35 calls 9:00 a.m.m. Q.m. Is there a report that shows calls per hour per CSQ? For example: 7:00 a.0(1) 7-18 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. The Contact Service Queue Activity Report (by Interval) shows this information. to 9:00 a. set its Interval Length filter parameter to Sixty (60) minute intervals. why does the Agent Not Ready Reason Code Summary report show a different duration for that reason code than the Agent Detail report shows for the duration of outbound calls for the agent? A.. 25 calls 8:00 a.m.

For a workflow. and then is redirected to another agent. Place a Get Contact Info step at the beginning of the workflow. These fields let you identify all database records that relate to the call. 2. A. These fields let you identify the various legs of a call.”) The start time of a call is stored in the startDateTime field of the CCDR where sessionSeqNum is equal to 0 and where the sessionID value identifies the call. On the Agent Summary Report.0(1) 7-19 . The sessionSeqNum fields in the Cisco Unified CCX database tables start at 0 and increment by 1 for each leg of a call. then is routed to an available agent who does not answer the call. hold time. Is there a way to determine the start time and the end time for a call with multiple legs? A. the call appears as RNA for the first agent. Is there a way to report on menu choices? A. talk time. For more information and examples. The contents of such custom variables are stored in the customVariable fields in the CCDR.Chapter 7 Frequently Asked Questions Availability of Reporting Data Q. Q. see Chapter 3. but not as handled by that agent. The end time of that call is stored in the endDateTime field of the CCDR with the highest sessionSeqNum and the same sessionID value. define a variable of type session and name it this_session. On the CSQ-Agent Summary Report. and 3): 1. Here is an example of how you could prepare a report to show information for a menu with three choices (1. Use the information in the CCDR customVariable fields when you create custom reports. 2. Release 7. Q. (The way in which sessionID and sessionSeqNum values are written to the database depend on the call scenario. The sessionID fields in the Cisco Unified CCX database tables will contain the same value for a particular call. You can create a custom report to show menu choices. The call appears as presented to and handled by the agent who answered the call. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. the call appears as presented to the agent who did not answer the call. To do so use the Set Session Info step in a workflow to store in custom variables digits entered by callers. “Writing Database Records. and one line for the agent who answered the call (talk time is greater than 0). How is this scenario reported: a call is in queue. The Agent Detail Report will show two lines: one for the agent who did not answer the call (ring time is greater than 0. and work time are each zero).

In the General tab of the Set Enterprise Call Info step. Q. and customVariable3 fields in the CCDR. If a Cisco Unified CCX system does not include a license for Cisco Unified CCX Historical Reports. warning) and agent talk time SLA (caution. In the branch for caller-choice 1. 8. In the branch for caller-choice 2. Define a Menu step that has three branches and place a Set Enterprise Call Info step in each branch. and choose Call. customVariable2. and choose Call. you will be able to prepare accurate reports. is data still written to the Cisco Unified CCX databases? A. warning)? A. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. You can create a custom report to show this information. Is there reporting on agent service level agreements (SLAs). Yes. such as Cisco Agent Desktop queue time threshold (caution. Release 7. 9.0(1) 7-20 .Chapter 7 Availability of Reporting Data Frequently Asked Questions 3. enter 1 in the Value field. In the branch for caller-choice 3. If it is not null. enter 3 in the Value field. Create a custom report that will show the values of the customVariable1. when you add a new choice. click Add. Q. If calls are to be transferred between workflows and multiple menu choices can be made for a single session. and choose Call. For example. No. take care to preserve previously entered menu choices. If the _ccdrVar1 variable is null. Set the Session attribute to be variable this_session. 5. place a Get Session Info step at the beginning of the workflow.PeripheralVariable1 from the Name drop-down list. 4. there were no previous entries. determine a format for associating a menu choice to a sequence number. 7. In this way. 6.PeripheralVariable2 from the Name drop-down list. but the Cisco Unified CCX databases store such data.PeripheralVariable3 from the Name drop-down list. enter 2 in the Value field.

) This report also shows the agent who handled each call and the CSQ to which the call was routed. Is there a report that provides information about calls that were transferred by agents to another CSQ? A. CRDR. Call records (CCDR. Otherwise they are written after the call ends. Agent Report provides information about transferred calls. which contain the data of a specific day? Are these tables used to create weekly data tables? Are weekly data tables used to create monthly data tables? A. Q.0(1) 7-21 . when is it written to the database? A. (Crystal Reports is not included with Cisco Unified CCX. You will need Crystal Reports version 8. or monthly tables. CQDR)) are written after each call is completed.5 or version 10 (Professional or Developer Edition). CSQ. Are there summary tables for daily data. Q. 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). The system stores detailed data. It does not summarize detailed tables to create daily. is stored in memory.Chapter 7 Frequently Asked Questions Availability of Reporting Data Q. Yes. Is there a monthly report that shows statistics for service levels? A. The Contact Service Queue Activity Report (by CSQ or by Interval) shows information about service levels provided to calls handled.) For more information about creating custom reports. Q.” Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Can I create custom historical reports? A. weekly. (The session ID remains the same for a transferred call but the session sequence number increments by 1. Agent state records (ASDR) are written after agents change state. schedule the Contact Service Queue Activity Report (by CSQ or by Interval) to run monthly. when applicable. The Detailed Call. see Chapter 6. In the Cisco Unified CCX Historical Report client system. Note CCDRs are written after the agent leaves Work state. “Creating Custom Historical Reports for Cisco Unified CCX. Q. Release 7. and is ready to be written to the Cisco Unified CCX database. After a record contains data.

How is the number of days calculated in historical reports? A. In these cases. are entered by agents when they explicitly transition to Logout state or to Not Ready state. The number of days is calculated by a SQL function that counts the number of calendar days in an integral number of days. (0000) on 5/16 is counted as two days. the reasonCode field in the ASDR will contain a value of –1. The Agent Not Ready Reason Code Summary Report shows summary information for the Not Ready reason code. Reason codes are not stored in the cases shown in the following table. (0000) on 5/15 to 12:00:00 a.m. 12:00:00 a. when configured.m. reason codes are stored in the ASDR. (0000) on 5/15 to 11:59:59 p. 10 a.0(1) 7-22 . For example. Q. 12:00:00 a. (1159:59) on 5/15 is counted as one day. How can a report on reason codes be generated? A.m. The Agent Login Logout Activity Report shows logout reason code information in detail. Agent State in ASDR Logout Logout Logout Not Ready Not Ready Not Ready Not Ready Case Agent closes the Cisco Agent Desktop without logging out IP Phone Agent server or Cisco Agent Desktop crashes Agent logs out when logged in to another computer or phone Normal agent login Agent receives an IVR call Agent goes offhook to place a call Agent fails to answer an ACD call within the specified timeout period Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. In these cases. Release 7. Fractions of a day are counted as an entire day.m. The Agent State Detail Report shows Logout reason code and Not Ready reason code in detail. Reason Codes.m. (1000) on 5/15 to 10 a. (1000) on 5/16 is counted as two days.m.Chapter 7 General Frequently Asked Questions General Q.

Q. Why is the Contact Service Queue Service Level Report. which is available in previous versions of Cisco Unified CCX. and the Contact Service Queue Call Distribution Summary Report. no longer available in the current version? A.0(1) 7-23 . which is available in previous versions of Cisco Unified CCX. (MS SQL Server 2000 is required if you are using high availability. Release 7. Q. you can choose to use Microsoft SQL Server 2000 instead. which is SQL Server 2000. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.) If Cisco Unified CCX and Cisco Unified CM are installed on the same server. If Cisco Unified CCX and Cisco Unified Communications Manager (Cisco Unified CM) are installed on separate servers. Why is the Skill Routing Activity Report. Cisco Unified CCX uses the same database as Cisco Unified CM. the default database is MSDE 2000.Chapter 7 Frequently Asked Questions General Agent State in ASDR Not Ready or Logout Not Ready or Logout Case Agent’s phone goes down Supervisor changes the agent’s state from the Cisco Supervisor Desktop Note Not Ready codes are system wide and cannot be configured to be hidden from certain agents. no longer available in the current version? A. Q. The information that was in this report is distributed among the Contact Service Queue Service Level Priority Summary Report. However. the Contact Service Queue Activity Report. 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. What is the database used for Cisco Unified CCX? A.

More than one record can have the same Node ID. and Sequence No? A. Release 7.0(1) 7-24 . and Sequence No in the following scenarios: – A call is conferenced to a CTI route point – A call goes RNA (ring no answer) to an agent.Chapter 7 General Frequently Asked Questions Q. What can cause more than one record to have the same Node ID. Session ID. Session ID. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

definition 3-1. definition 2-3 ACDR.INDEX A Abandoned Call Detail Activity Report FAQ 7-2 overview 2-4 query design 2-4 Aborted and Rejected Call Detail Report filter parameter 2-9 filter parameters 2-15 overview 2-6 query design 2-6 ACD.0(1) IN-1 . Release 7. 7-1 Agent Call Summary Report FAQ 7-4 overview 2-9 query design 2-10 Agent Detail Report filter parameters 2-20 overview 2-16 query design 2-17 Agent Login Logout Activity Report FAQ 7-5 filter parameters 2-23 overview 2-21 query design 2-22 Agent Not Ready Reason Code Summary Report filter parameter 2-29 overview 2-24 query design 2-25 Agent State Detail Report filter parameters 2-33 overview 2-30 query design 2-31 Agent State Summary Report (by Agent) filter parameters 2-42 overview 2-34 query design 2-35 Agent State Summary Report (by Interval) filter parameters 2-42 overview 2-34 query design 2-35 Agent Summary Report FAQ 7-5 filter parameters 2-47 overview 2-43 query design 2-44 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

7-7 Application Summary Report 2-56 Call Custom Variables Report 2-59. 7-10 Contact Service Queue Activity Report (by CSQ) 2-75 Contact Service Queue Activity Report (by Interval) 2-75 Contact Service Queue Call Distribution Summary Report 2-79 Contact Service Queue Priority Summary Report 2-85 Contact Service Queue Service Level Priority Summary Report 2-87 CSQ-Agent Summary Report 2-89 Detailed Call. CSQ.Index Agent Wrap-Up Data Detail Report filter parameters 2-53 overview 2-50 query design 2-51 Agent Wrap-up Data Summary Report filter parameter 2-55 overview 2-54 query design 2-54 Application Performance Analysis Report FAQ 7-7 overview 2-55 query design 2-55 Application Summary Report filter parameter 2-59 overview 2-56 query design 2-56 ASD. definition 3-1. definition 2-3 ASDR. 7-1 Agent Not Ready Reason Code Summary Report 2-24 Agent State Detail Report 2-30 Agent State Summary Report (by Agent) 2-34 Agent State Summary Report (by Interval) 2-34 Agent Summary Report 2-43. Agent Report 2-96 B basic reports Abandoned Call Detail Activity Report 2-4. Release 7. 7-4 Agent Detail Report 2-16 Agent Login Logout Activity Report 2-21. 7-5 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) IN-2 . 7-7 Called Number Summary Activity Report 2-64 Common Skill Contact Service Queue Activity Report (by Interval) 2-65 Contact Service Queue Activity Report 2-68. 7-9. 7-5 Agent Wrap-Up Data Detail Report 2-50 Agent Wrap-up Data Summary Report 2-54 Application Performance Analysis Report 2-55. 7-2 Aborted and Rejected Call Detail Report 2-6 Agent Call Summary Report 2-9.

definition 2-3 CCDR.Index Detailed Call by Call CCDR Report 2-92. identifying 7-14 Contact Service Queue Activity Report FAQ 7-9 filter parameter 2-75 overview 2-68 Multichannel Agent Contact Summary 2-100 Multichannel Agent Login Logout Activity 2-101 Multichannel CSQ Activity 2-101 Outbound Agent Detail Performance Report 2-102 Outbound Campaign Summary Report 2-105 Priority Summary Activity Report 2-108 Remote Monitoring Detail Report 2-110 Traffic Analysis Report 2-113. of same call 7-2 call presented but unanswered. 3-4. example 3-2 See also call scenario call legs. 3-20 Conference to Agent 3-8 Transfer to Route Point 3-7 Workflow Redirect to Route Point 3-9 CCD. 7-12 ACD Call Unanswered 3-10 Agent Consults Agent then Resumes Call 3-16 Agent Places Consult Call then Resumes Call 3-15 Agent to Agent Non-ACD Call 3-11 Agent to Agent Non-ACD Call Conference 3-13 Agent to Agent Non-ACD Call Transfer 3-12 Basic ACD Call 3-3. in reports 1-1 Common Skill Contact Service Queue Activity Report 7-8 Common Skill Contact Service Queue Activity Report (by Interval) filter parameters 2-68 overview 2-65 query design 2-65 conference call. Release 7. 7-13 C Call Custom Variables Report FAQ 7-7 filter parameters 2-61 overview 2-59 query design 2-60 Called Number Summary Activity Report overview 2-64 query design 2-64 call flow. 7-1 charts.0(1) IN-3 . identifying 7-14 call scenario ACD Call Blind Transfer 3-14 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. 3-5 Basic Agent Based Routing 3-6 Basic Outbound Call 3-18. definition 3-1. 3-19.

definition 3-1. 7-1 Crystal Reports. definition 2-3 custom reports creating 6-1 Crystal Reports version required 6-1 requirements before creating 6-2 troubleshooting 6-18 custom reports. exporting to a data warehouse 5-1 database exporting data to a data warehouse from 5-1 types 7-23 writing data to 7-20 database tables 2-3 data reconciliation. 2-92 overview 2-87 query design 2-87. definition 3-1. CSQ. Agent Report filter parameters 2-98 overview 2-96 query design 2-97 Detailed Call by Call CCDR Report FAQ 7-12 filter parameter 2-95 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. creating 7-21 D data. 7-1 CRD. description 2-3 CQDR.Index query design 2-68 Contact Service Queue Activity Report (by CSQ) FAQ 7-10 filter parameters 2-79 overview 2-75 query design 2-76 Contact Service Queue Activity Report (by Interval) filter parameters 2-79 overview 2-75 query design 2-76 Contact Service Queue Call Distribution Summary Report filter parameters 2-84 overview 2-79 query design 2-80 Contact Service Queue Priority Summary Report filter parameter 2-86 overview 2-85 query design 2-85 Contact Service Queue Service Level Priority Summary Report filter parameter 2-89. 2-90 CQD. for creating custom reports 6-1 CSQ-Agent Summary Report overview 2-89 CSQU. exporting data to 5-1 Detailed Call.0(1) IN-4 . among reports 7-14 data warehouse. Release 7. definition 2-3 CRDR.

reporting on 7-22 Remote Monitoring Detail Report overview 2-110 query design 2-111 report charts 1-1 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7. definition 2-3 Multichannel Agent Contact Summary Report overview 2-100 Multichannel Agent Login Logout Activity Report overview 2-101 Multichannel CSQ Activity Report overview 2-101 P Priority Summary Activity Report filter parameter 2-110 overview 2-108 query design 2-109 R reason codes. calculation in reports 7-22 E O EEMCEDR. defenition 3-1 EEMEASD. defenition 3-1 exporting. defenition 3-1 EEMQADR.0(1) IN-5 .Index overview 2-92 query design 2-93 N number of days. data to a data warehouse 5-1 Outbound Agent Detail Performance Report filter parameter 2-104 overview 2-102 query design 2-102 Outbound Campaign Summary Report L legs See call legs filter parameter 2-108 overview 2-105 query design 2-106 M menu choices. reporting on 7-19 MRD.

definition 2-3 RMD. availability 7-18 reports creating custom 6-1 exporting 4-1 sharing 4-1 web access to 4-1 See also basic reports reports catalog file 6-17 report types 1-1 RG. definition 2-3 RSM. definition 2-3 T Traffic Analysis Report FAQ 7-13 overview 2-113 query design 2-113 W web access to reports 4-1 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. definition 2-3 web server. 7-9 S service level agreements. reporting on 7-20 SG. custom variables in 7-8.Index report definition file 6-10 reporting data. for reports 4-1 workflow.0(1) IN-6 . Release 7.