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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

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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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Release 7.0(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.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.0(1) iv .

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 .

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

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

“Sharing Cisco Unified CCX Historical Reports on the Web” Chapter 5. “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 7.0(1) ii .Preface Organization Organization This manual is organized as follows: Chapter 1. “Overview of Historical Reports” Chapter 2. 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. “Exporting Historical Data to a Data Warehouse” Chapter 6. “Writing Database Records” Chapter 4.

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

Release 7.0(1) iv .Preface Documentation Feedback Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

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

Release 7. Outbound Calls by Agent Average Talk.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. Hold. Hold Time. Maximum Call Time for Outbound Calls Total Talk Time. 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.0(1) 1-2 .

0(1) 1-3 . Release 7.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.

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.0(1) 1-4 . Release 7.

Hold Time. Work Time by Wrap-up Data Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Talk.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. Release 7. 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.0(1) 1-5 .

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. Release 7. 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.0(1) 1-6 .

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.

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 .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. Release 7. Abandoned.

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.0(1) 1-9 . 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. Release 7.

CSQ. Release 7. Agent Report • • • • • • • • • • • • Total Calls by Called Number 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 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 .

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 Multichannel Agent Contact Summary Report.0(1) 1-11 . page 2-93 Report Types • • • • Charts • • All Selected Resource Group(s) Selected Skill(s) Selected Team(s) Total Inbound Calls by Agent Average Talk. 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. 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. Maximum Call Time for Outbound Calls Total Logged-In Time for Each Agent • Multichannel Agent Login Logout Activity Report.

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

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

Chapter 2 Historical Reports Query Designs Conventions Used in this Chapter Conventions Used in this Chapter The following conventions are used in this chapter. these explanations use abbreviations for database table names.0(1) 2-3 . refer to Cisco Unified Contact Center Express Database Schema. 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. 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. For detailed information about the Cisco Unified CCX database tables. Release 7.

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

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

If 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. this field displays Rejected. the maximum number of CTI ports is reached). Table 2-4 explains how the Aborted and Rejected Call Detail Report filter parameter obtains data. For information about the database table names and field names that are shown in this section.contactDisposition is 4. this field displays Aborted. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.contactDisposition is 5 or greater. see the “Conventions Used in this Chapter” section on page 2-3. Obtained from CCD. A call is rejected if system resources reach maximum capacity (for example.startDateTime.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. If CCD. Obtained from CCD.sessionSeqNum.0(1) 2-6 .contactType.contactDisposition.endDateTime. Obtained from CCD.sessionID.nodeID. Table 2-3 shows how the information in the Aborted and Rejected Call Detail Report is obtained or calculated. A call is aborted if an exception occurs in the workflow that is processing a call. Obtained from CCD. Obtained from CCD. Obtained from CCD.

CCD.contactDisposition is 4.dispositionReason.0(1) 2-7 . 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. For rejected calls.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. and this field displays the value stored in CCD.contactDisposition is 5 or greater. Release 7.

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

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

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

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

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

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

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

resourceID and Resource.resourceName. To report on a specific agent or agents. Search the ResourceGroup table to find records for which RG.0(1) 2-15 . Agent Names Resource Group Names To report on a specific resource group or groups. the report does not include agents who are deleted before the report start time.profileID. Release 7.resourceGroupName contains values found in the list.resourceID and Resource.dateInactive is later than the report start time). This report displays only agents who are active and agents who are deleted after the report start time. Obtain the corresponding Resource. respectively.active is 1) or who are deleted after report start time (Resource. These values are in Resource.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 agent names from the user selection for this parameter. 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. In this way. 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.profileID. no filter parameter) Explanation To report on all agents. Join RG and Resource on resourceGroupID and profileID to find the list of agents that belong to the selected resource group or groups.

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

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

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

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

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

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

the extension that is assigned to the agent during the report period. obtained from Resource. This field is obtained from ASD. Login Time is stored in ASD. For agents who have not had their extension changed. (See Agent Name for the relationship between resourceID/profileID and resourceName/ resourceLoginID). For agents who have had their extension changed at some time. Join ASD. • • • • 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.resourceName and Resource. Login Time is stored in ASD. Release 7.agentID with Resource.extension.0(1) 2-22 . identified by Resource.eventDateTime where ASD. If the agent logged out after the report end time.resourceID to obtain the agent name. this field is displayed as < report start time.agentID with Resource.resourceName and Resource. If the agent logged in before the report start time.resourceName.eventType = 1.eventType = 7.eventDateTime where ASD.resourceID.profileID to obtain state transition records for each agent. this field is displayed as: > report end time.reasonCode when ASD.agentID with Resource. (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. Login Time Join ASD.profileID to obtain state transition records for each agent.resourceLoginID.eventType = 7 (logout).resourceID.profileID with Resource. and join ASD. identified by Resource. and join ASD.profileID with Resource.

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

resourceID to obtain other call related data. the report shows information for eight predefined reason codes. Search the Team table to find records in which Team. Release 7. 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.resourceSkillMapID with Resource.assignedTeamID.resourceSkillMapID to find the agents who possess the selected skill(s).0(1) 2-24 . 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. The value of resource ID is stored in Resource. and join Team.profileID with Resource. Join Team. Team Names To report on a specific team or teams.resourceID with ASD.resourceID and Resource. Table 2-11 shows how the information in the Agent Not Ready Reason Code Summary Report is obtained or calculated.profileID.teamName contains values found in the list. Join Resource.profileID to find the list of agents who belong to the selected team or teams.skillID(s). obtain the list of resource IDs and profile IDs as follows: Obtain the list of team names from the user selection for this parameter. RSM. you can specify the eight reason codes for which the report shows detailed information.resourceID. obtain the list of resource IDs as follows: Obtain the list of skill names from the user selection for this parameter. respectively. The report shows detailed information for each of up to eight reason codes. However. Find the corresponding Skill.skillID. Join Skill. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.teamID with Resource. By default. and displays consolidated information for other reason codes. The Resource ID and profile ID of agents are stored in Resource.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. Table 2-12 explains how the Agent Not Ready Reason Code Summary Report filter parameter obtains data.skillID with RSM.

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

Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. 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. The calculation of the logged-in time for a single session depends on the agent activity. Logout time is stored in ASD. 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.0(1) 2-26 .eventDateTime with eventType set to 7 (log out).eventDateTime with eventType set to 1 (log in). this field displays the sum of the time spent in each login session.

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. 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. Not Ready state is identified by ASD.agentID with Resource. Release 7. The time spent in Not Ready state depends on the agent activity.0(1) 2-27 . this field displays the sum of the time spent in each Not Ready state.eventType = 2. identified by Resource. and join ASD.resourceName and Resource.profileID to obtain state transition records for each agent. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. (See Agent Name in this table for the relationship between resourceID/profileID and resourceName/resourceLoginID).resourceLoginID.resourceID.

(See Agent Name in this table for the relationship between resourceID/profileID and resourceName/resourceLoginID). Not Ready state is identified by ASD. this report sorts the predefined Not Ready reason codes in numerical order and displays the first eight reason codes. Not Ready state is identified by ASD.eventType = 2.resourceLoginID.agentID with Resource.resourceID.reasonCode.profileID with Resource.eventType = 2. You can specify other reason codes to report by selecting Filter Parameter Reason Code. and join ASD.profileID to obtain state transition records for each agent.resourceID.resourceLoginID.resourceName and Resource.0(1) 2-28 . identified by Resource. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.profileID with Resource.profileID to obtain state transition records for each agent. identified by Resource.agentID with Resource. For this calculation.reasonCode. By default. and join ASD. The reason code is stored in ASD.resourceName and Resource. 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). do not consider values that have been listed in the previous 8 fields. 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.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. (See Agent Name in this table for the relationship between resourceID/profileID and resourceName/resourceLoginID). Join ASD. The reason code is stored in ASD. Release 7.

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

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

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

reasonCode.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. 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. The mapping between the numeric ASD.0(1) 2-32 . 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. Release 7.eventType.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.

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

teamName contains values found in the list.resourceID and Resource. Team Name To report on a specific team or teams. In the Agent State Summary Report (by Agent).0(1) 2-34 . Join RSM and Resource on resourceSkillMapID and profileID to find the list of agents that have the selected skill or skills. information presented is sorted first by interval.assignedTeamID. Search the Skill table to find records for which Skill.profileID. Release 7. 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. These reports also show the total length of time that each agent was logged in.profileID to find the list of agents who belong to the selected team or teams. Join Skill and RSM on skillID and profileID to find resourceSkillMapID. respectively.teamID with Resource. Talk and Work.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. Ready. Search the Team table to find records whose Team. then by interval.skillName contains values found in the list. Table 2-15 shows how the information in the Agent State Summary Reports is obtained or calculated. information presented is sorted first by agent. Join Team.profileID.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. In the Agent State Summary Report (by Interval). and Team. Resource ID and profile ID of agents are stored in 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. 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. Reserved.profileID with Resource. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. then by agent.

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

this field displays the sum of the time spent in each login session. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. 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.eventDateTime with eventType set to 1 (log in).0(1) 2-36 . The calculation of the logged-in time for a single session depends on the agent activity. Release 7.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. Logout time is stored in ASD.eventDateTime with eventType set to 7 (log out).

The time that an agent goes to Not Ready state is stored in ASD.eventDateTime with eventType set to 2. The percentage is calculated as: (Not 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 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 spent in Not Ready state depends on the agent activity. and the percentage of total logged-in time that an agent spent in Not Ready state. 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 . Release 7.

this field displays the sum of the time spent in each Ready state. The time spent in Ready state depends on the agent activity. 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 . The time that an agent goes to the Ready state is stored in ASD. and the percentage of total logged-in time that an agent spent in Ready state.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. The percentage is calculated as: (Ready Time / Total Logged-in Time) * 100% Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.

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. 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 . Release 7.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.eventDateTime with eventType set to 4. this field displays the sum of the time spent in each Reserved state.

this field displays the sum of the time spent in each Talk state.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. and the percentage of total logged-in time that an agent spent in Talk state. The percentage is calculated as: (Talk Time / Total Logged-in Time) * 100% Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.eventDateTime with eventType set to 5. 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.0(1) 2-40 . The time that an agent goes to the Talk state is stored in ASD.

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. The time that an agent goes to the Work state is stored in ASD. Release 7. this field displays the sum of the time spent in each Work state.eventDateTime with eventType set to 6. and the percentage of total logged-in time that an agent spent in Work state.0(1) 2-41 . The time spent in Work state depends on the agent activity. 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. For the Agent State Summary Report (by Interval): Summation of data in each report field during each interval. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

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

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

The length of time between log in and log out is the agent logged-in time.resourceName. as follows.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. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. The calculation of the average logged-in time depends on the agent activity.resourceID and ACD. Join ACD.extension.resourceID. Extension Avg Logged-In Time The ASD provides the times that each agent logs in and logs out. In these calculations.profileID with Resource. obtained from Resource.resourceID contains the resource ID of the agent who handled the call. profileID. t1 is the report start time and t2 is the report end time.eventDateTime with eventType set to 7 (log out). the extension that is assigned to the agent during the report period. Login time is stored in ASD. Release 7. and ACD. sessionSeqNum.profileID to OBTAIN the agent name. which is stored in Resource.resourceID with Resource.profileID. ACD. For agents who have not had their extension changed.0(1) 2-44 . For agents who have had their extension changed at some time.eventDateTime with eventType set to 1 (log in). Logout time is stored in ASD. • 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 nodeID to get ACD.

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

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. or Logout state (7). Idle Time—Avg The ASD records the date and time that an agent goes to a specific state.0(1) 2-46 . or Logout). The maximum idle time for an agent is the longest duration of the idle sessions within the report period. Reserved state (4). While in the Not Ready state (2).holdTime. An idle session begins when an agent goes to Not Ready state and ends when the agent goes to the next state (Ready. 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. Idle time is the time spent in the Not Ready state (2). 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.workTime. The maximum work time for an agent is the longest work time of all the calls handled by the agent within the report period. While in the Not Ready state (2). 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. Idle time is the time spent in the Not Ready state (2). or Logout). The length of time that the agent spends in Not Ready state is the duration of an idle session. an agent can go to Ready state (3). Release 7. An idle session begins when an agent goes to Not Ready state and ends when the agent goes to the next state (Ready. Hold Time—Max Hold time of a call is obtained from ACD. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Work Time—Avg Work time of a call is obtained from ACD. or Logout state (7). The length of time that the agent spends in Not Ready state is the duration of an idle session.workTime. Idle Time—Max The ASD records the date and time that an agent goes to a specific state. Reserved. Work Time—Max Work time of a call is obtained from ACD. Reserved. an agent can go to Ready state (3).holdTime. The maximum hold time for an agent is the longest hold time of all calls handled by the agent within the report period. Reserved state (4).

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

nodeID.workTime. Join ACD and CQD on sessionID.targetType = 0 (CSQ type).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).talkTime. sessionSeqNum.targetID and CQD. Obtained from ACD. The value of this field is obtained from CCD.holdTime. and profileID.originatorDN. nodeID.calledNumber. and profileID. Join ACD and CCD on sessionID. sessionSeqNum.profileID uniquely identifies a CSQ.0(1) 2-52 . Join ACD and CCD on sessionID.recordID. Obtained from ACD. which is stored in CSQ.callWrapupData. and CQD. and join CQD. Release 7.profileID with CSQ. The combination of CQD. Agent identification is stored in ACD (see Agent Name earlier in this table). The value of this field is obtained from CCD.targetID with CSQ. 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. with CQD. and qIndex.csqName.profileID to obtain the CSQ name. Obtained from ACD. sessionSeqNum. Join CQD. profileID.disposition = 2 (handled). nodeID. Obtained from ACD.

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

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

workTime.applicationName. For information about the database table names and field names that are shown in this section. Each application is identified by the combination of CCD. Obtained from CCD. It contains one row per call application. count the number of CCD records to determine the total number of calls presented to the application. Table 2-23 shows how the information in the Application Performance Analysis Report is obtained or calculated. For each application. obtain the list of data from the user selection for this parameter.applicationName. Look up these selections in the ACD table.applicationID and CCD.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. (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. Release 7. 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. Table 2-23 Application Performance Analysis Report Query Design Field Application ID Application Name Call Presented Explanation Obtained from CCD. see the “Conventions Used in this Chapter” section on page 2-3. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.applicationID. and include the corresponding ACD records. for all ACD records. The information is stored in the CCD table. find the one with the maximum ACD.0(1) 2-55 .

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

To obtain the number of calls connected to agents. Average speed to answer is calculated as: (total queue time + total ring time) / number of calls connected to agents. If number of calls connected to agents is zero for this application. For each application. add the values stored in ACD. CQD.origCalledNumber uniquely identifies an application.flowout is 1.applicationName and CCD. Flow-In The combination of CCD.contactDisposition is 2 (handled). and nodeID. add the values stored in CQD.0(1) 2-57 .origCalledNumber uniquely identifies an application.applicationName and CCD. For each application.origCalledNumber uniquely identifies an 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.queueTime. Join CCD. Flow-Out The combination of CCD. count the number of CCD records in which CCD.origCalledNumber uniquely identifies an application. count the number of CCD records to obtain the number of calls presented to the application.talkTime greater than zero (so that RNAs are excluded).contactType is 4 (redirect in). Find ACD records with ACD. To obtain total ring time.applicationName and CCD. profileID. this field is zero. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Calls Handled The combination of CCD. count the number of CCD records in which CCD. Avg Speed Answer This field includes only calls connected to agents. For each application. sessionSeqNum. Release 7. For each application. count the number of CCD records in which CCD. and ACD on sessionID.applicationName and CCD. count the number of ACD records in the result set from the join.ringTime. To calculate total queue time.

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

applicationName are found in the selected list. this field is zero. For each application.origCalledNumber uniquely identifies an application. this field is calculated as: Total abandon time / Calls Abandoned.0(1) 2-59 . calculate the sum of the values in CCD. count the number of CCD records in which 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. If Calls Abandoned is zero.applicationName and CCD. Table 2-27 explains how the Call Custom Variables Report filter parameters obtain data. Release 7.contactDisposition is 1 (abandoned). 4 (aborted).origCalledNumber uniquely identifies an application. Avg Abandon Time The combination of CCD. obtain the list of application names from the user selection for this parameter.connectTime to obtain the total abandon time. Find CCD records for which values stored in CCD.applicationName and CCD. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. If Calls Abandoned is not 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. This information comes from the CCD table.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. or 5 or greater (rejected). For each application. Table 2-26 shows how the information in the Call Custom Variables Report is obtained or calculated.

Obtained from CCD. profileID.customVariable7.profileID. Start Time End Time Contact Disposition Agent Name Explanation Obtained from CCD. Blank for ACD calls that were not handled by any agent and for IVR calls. and join ACD. Obtained from CCD. 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. Obtained from CCD. Obtained from CCD.sessionID. see the “Conventions Used in this Chapter” section on page 2-3.resourceID and ACD.resourceName. Table 2-26 Call Custom Variables Report Query Design Field Node ID Session ID Sequence No. ACD. Release 7.sessionSeqNum.nodeID Obtained from CCD. Obtained from CCD.customVariable2. Obtained from CCD.0(1) 2-60 . Join CCD and ACD on sessionID.resourceID. Join ACD.customVariable4.contactDisposition.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.profileID with Resource. Obtained from CCD. Obtained from CCD.customVariable1.customVariable10.resourceID with Resource. Obtained from CCD.customVariable8. and nodeID to obtain ACD.startDateTime. which is stored in Resource. sessionSeqNum.endDateTime.applicationName.customVariable6. Obtained from CCD.customVariable3.customVariable9. Obtained from CCD. Obtained from CCD. Obtained from CCD.customVariable5.profileID to obtain the agent name.resourceID contains the resource ID of the agent who handled the call. Obtained from CCD.

originatorDN is in the selected list. To report on a specific contact type or types. Release 7. obtain the list of application names from the user selection for this parameter.calledNumber is in the selected list. obtain the list of contact type names from the user selection for this parameter. 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.contactType is in the selected list. obtain the list of called numbers from the user selection for this parameter.0(1) 2-61 . obtain the list of original called numbers from the user selection for this parameter. Find CCD records whose value stored in CCD. To report on a specific calling number or numbers. Find CCD records whose value stored in CCD. Find CCD records whose value stored in CCD. Calling Number Application Name Contact Type Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Find at CCD records whose value stored in CCD.applicationName is in the selected list. To report on a specific application name or names. To report on a specific called number or numbers.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.origCalledNumber is in the selected list. obtain the list of calling numbers from the user selection for this parameter.

obtain the list of originator types from the user selection for this parameter. Find CCD records with call duration greater than or equal to T. Obtain the string from the user input for this parameter. Find CCD records with call duration less than or equal to T.endDateTime minus CCD. Release 7.startDateTime. Find CCD records for which the value stored in CCD. Find CCD records for which the value stored in CCD.originatorType is in the selected list. obtain the list of destination type from the user selection for this parameter.startDateTime. obtain the value of T from the user input for this parameter. To report on calls with duration less than or equal to T seconds. The call duration is calculated as CCD.customVariable1 matches the user input either partially or wholly. 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. Destination Type To report on a specific destination type. The call duration is calculated as CCD. in number of seconds.customVariable2 matches the user input either partially or wholly.0(1) 2-62 .endDateTime minus CCD. obtain the value of T from the user input for this parameter. 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. Custom Variable 2 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.destinationType is in the selected list. 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. Obtain the string from the user input for this parameter. in number of 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.

Obtain the string from the user input for this parameter.customVariable5 matches the user input either partially or wholly.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. Obtain the string from the user input for this parameter.customVariable7 matches the user input either partially or wholly.0(1) 2-63 . Find CCD records for which the value 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. The value of custom variable is stored in CCD.customVariable10 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. Obtain the string from the user input for this parameter. Find CCD records for which the value stored in CCD.customVariablen. Find CCD records for which the value stored in CCD.customVariable9 matches the user input either partially or wholly.customVariable4 matches the user input either partially or wholly. 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. Find CCD records for which the value stored in CCD.customVariable8 matches the user input either partially or wholly. Release 7. Find CCD records for which the value stored in CCD. 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. where n = 1 to 10.customVariable3 matches the user input either partially or wholly.customVariable6 matches the user input either partially or wholly.

The value 3 (unknown) indicates an outgoing call or a call to an unmonitored device. The value 2 (device) indicates an ACD call. count the number of CCD records. For each unique CCD. report end time – report start time For example.connectTime of all calls for that called number.calledNumber. This information is displayed in units of days. The number of days in the report period is calculated as follows. Total calls divided by the number of days in the report period. For information about the database table names and field names that are shown in this section.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. The called number is stored in CCD. Table 2-28 shows how the information in the Called Number Summary Activity Report is obtained or calculated. the number of days is 1. and is not reported. if the report start time and the report end time are on the same day. The value 1 (agent) indicates an IVR call. rounded up to the next integer. Release 7.0(1) 2-64 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Total Calls Avg Calls (per day) Avg Call Duration Duration of a call is obtained from CCD. Average call duration of a called number is calculated by the sum of CCD.connectTime. Outgoing calls are not included in this report.calledNumber Obtained from CCD. see the “Conventions Used in this Chapter” section on page 2-3. Table 2-28 Called Number Summary Activity Report Query Design Field Called Number Call Type Explanation Obtained from CCD.destinationType.origCalledNumber. divided by the number of calls to that number.

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

the record IDs of the CSQs are stored in CRD.csd1. Only include the CRD records with primaryCSD set to –1. or csd3.csd2.csd3.talkTime + ACD. csd2. In addition. 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. the record IDs of the CSQs are stored in CRD. this field is set to zero. or CRD. In addition. Determine the sum of handle times for all calls handled by this CSQ.holdTime + ACD. then divide by Calls Presented—Total. if calls presented is not zero.talkTime. count the number of CRD records with unique sessionID that contain the record ID of the CSQ in the primaryCSD field.contactDisposition set to 1 (abandoned). Handle time of a call is calculated as (ACD. csd2. Handle time of a call is calculated as (ACD. join CRD and ACD on sessionID and sessionSeqNum to only include calls with non-zero ACD.talkTime + ACD.csd3. When a call is queued for a CSQ and then abandoned.workTime).contactDisposition set to 2 (handled).0(1) 2-66 . Then join CRD and CCD on sessionID and sessionSeqNum to only include calls with CCD. To calculate the total number of calls abandoned from a CSQ.csd1 and in CRD. for all calls presented to this CSQ. CRD. then divide by Calls Handled—Total. Determine the sum of CQD.csd1 (or CRD.queueTime. Maximum value stored in CQD.csd2. and in CRD. To calculate the number of calls presented to each CSQ. If a call is presented to three CSQs. If it is zero. If it is zero. depending on the order in which the call was queued) stores the record ID of the CSQ. this field is set to zero. In addition. Calls Presented— Queue Time Avg Queue Time is stored in CQD. if calls handled is not zero.queueTime. Release 7. or csd3. To calculate calls handled by each CSQ.primaryCSD is –1. join CRD with CCD on sessionID and sessionSeqNum to only include the records with CCD.csd1. count the number of CRD records with a unique sessionID that contain the record ID of the CSQ in csd1. count the number of CRD records with unique sessionIDs that contain the record ID of the CSQ in csd1. CRD. If a call is presented to two CSQs. This field is set to the maximum value of handle time for all calls handled by this CSQ.csd2.queueTime values for all calls presented to this CSQ. the record ID of the CSQ is stored in CRD.holdTime + ACD.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. in CRD.workTime).

For each CSQ identified by the combination of CQD. For these CQD records.targetID. and profileID to obtain other information stored in the CCD table. 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). Join CSQ. and join CSQ. 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. this field is set to zero. CQD.0(1) 2-67 . determine the number of CQD records. and qIndex.queueTime. Determine the sum of CQD. 30 minutes.recordID with CQD. if calls abandoned is not zero. if Calls Presented—Total is not zero: (Calls Handled Within Service Level / Calls Presented) * 100% If Calls Presented—Total is zero. obtain the list of the CSQ names from the user selection for this parameter. Maximum value stored in CQD. nodeID. then divide by Calls Abandoned—Total. which is the number of Calls Handled Within Service Level. Additional search criteria is CQD.queueTime. Join CQD and CCD on sessionID.targetType is 0 (CSQ type) and CQD. This field is calculated as follows. this field is set to zero. Release 7. sessionSeqNum. nodeID. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.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.profileID.queueTime values for all calls abandoned from this CSQ. for all calls abandoned from this CSQ. If it is zero. profileID.targetID and CQD. To report on a specific CSQ or CSQs. Join CQD and ACD on sessionID. sessionSeqNum.profileID with CQD.metServiceLevel is 1.profileID to obtain the CQD records for the specified CSQs.targetType should be 0 (CSQ type). 60 minutes.

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

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

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

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

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

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

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

handled. then by interval.profileID. If user selects both Resource Group and Skill Group. Search the CSQ table to find records for which CSQ. information presented is sorted first by CSQ.recordID and CSQ.resourcePoolType = 1 (resource group type). In the Contact Service Queue Activity Report (by CSQ).profileID. abandoned.recordID and CSQ. Obtain the corresponding CSQ.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. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. obtain the list of CSQ. Table 2-34 explains how the Contact Service Queue Activity Reports filter parameters obtain data. then by CSQ. Table 2-33 shows how the information in the Contact Service Queue Activity Reports is obtained or calculated. search the CSQ table for records with CSQ.csqName contains values that are in the list.recordID and CSQ. For information about the database table names and field names that are shown in this section.profileID from the user selection for this parameter as follows: • • • CSQ Types If user selects Resource Group. If user selects Skill Group. 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. see the “Conventions Used in this Chapter” section on page 2-3.csqName contains values that are in the list. search the CSQ table to find records for which CSQ.0(1) 2-75 . Release 7. In the Contact Service Queue Activity Report (by Interval). Obtain the corresponding CSQ.resourcePoolType = 2 (skill group type). information presented is sorted first by interval. and dequeued. search the CSQ table for records with CSQ. and about the number and percentage of calls presented. To report on a specific CSQ type or types.

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

Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. 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.startDateTime is during the report period). respectively. sessionSeqNum. The additional search criterion is CQD. 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.targetType is 0 (type CSQ). count the number of CQD records to determine the number of calls presented to that CSQ.targetID and CQD. For each CSQ. and nodeID to determine CQD records during the report period. Release 7. (For these records. CSQ record ID and profile ID are stored in CQD. The combination of CSQ record ID and profile ID uniquely identifies a CSQ.0(1) 2-77 . 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. the corresponding CCD.profileID.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. proilfeID.

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

profileID to obtain the CQD records for the specified CSQs.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. Table 2-35 shows how the information in the Contact Service Queue Call Distribution Summary Report is obtained or calculated.dateInactive is later than report start time. Table 2-36 explains how the Contact Service Queue Call Distribution Summary Report filter parameters obtain data.targetID. The time interval lengths can be configured by users. which means that agent is still active during the report period).active = 1) or who are deleted after report start time (Resource. nodeID. Join CSQ. To report on a specific CSQ or CSQs. and join CSQ. and profileID to obtain other information stored in the CCD table. the report does not include agents who are deleted before the report start time. sessionSeqNum. obtain the list of resource IDs and profile IDs as follows: Search and display the Resource table for agents who are active (Resource. For information about the database table names and field names that are shown in this section. 60 minutes. CQD. 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. Join CQD and CCD on sessionID. In this way. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.profileID with CQD. 30 minutes. Options are entire report period (default).recordID with CQD. For these CQD records. see the “Conventions Used in this Chapter” section on page 2-3. obtain the list of the CSQ names from the user selection for this parameter. Release 7.0(1) 2-79 . no filter) Explanation To report on all agents.targetType should be 0 (CSQ type).

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

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

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

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

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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Historical Reports Query Designs Contact Service Queue Service Level Priority Summary Report

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

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

resourceName. Release 7. Call record tables (ACD and ASD) refer to agent by resource ID and profile ID.csqName. 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.resourceID and Resource. search the Resource table for corresponding Resource. If an agent extension changed. These two fields uniquely identify an agent. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. a resource ID is created and the old one is set to deactivated.resourceName and Resource.profileID.extension.profileID uniquely identifies a CSQ. The agent name is stored in Resource.resourceName and Resource. Given Resource. search the Resource table for the corresponding Resource.0(1) 2-90 . CSQ name is stored in CSQ. display the most recent extension assigned to the agent. Obtain these two values as described in Table 2-42 on page 2-92.resourceLoginID. Extension Given Resource.recordID and CSQ. extension or resource group).resourceLoginID.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.

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

If Calls on Hold is zero.profileID.0(1) 2-92 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.recordID and CSQ. For each CSQ-Agent combination. Same calculation as for Calls Handled.ringTime is greater than zero. Search the CSQ table to find records for which 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). 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.profileID for CSQs with CSQ. An additional search criterion is ACD. Obtain the list of CSQ names from the user selection for this parameter. count the number of ACD records.recordID and CSQ. this field is calculated as Total Hold Time / Calls on Hold.talkTime is zero. and ACD. The result is the number of calls put on hold by the specified CSQ-Agent combination.csqName contains values that are in the list.holdTime. 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.dateInactive set to null or set to a date/time later than the report start time. This result is the number of calls that go ring no answer (RNA).holdTime is greater than zero. but instead of counting the number of ACD records. count the number of ACD records. this field is zero. Release 7. This report also includes information from the CRD and the ACD tables. Obtain the corresponding CSQ. add up the values stored in ACD. Hold Time Avg If Calls on Hold is not zero. The report contains one row per call leg (a call transfer or redirect initiates a new call leg). no filter parameter) Explanation Search the CSQ table to find CSQ. For each CSQ-Agent combination.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. Same calculation as for Calls on Hold.

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

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

To report on a specific calling number or numbers. obtain the list of calling number(s) from the user selection for this parameter. obtain the list of original called number(s) from the user selection for this parameter. Release 7. obtain the list of application name(s) from the user selection for this parameter.0(1) 2-95 . Find each CCD record for which the value stored in CCD.applicationName is in the selected list. obtain the list of contact type name or names 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. obtain the list of called number(s) from the user selection for this parameter. Find each CCD record for which the value stored in CCD. To report on a specific contact type or types. Find each CCD record for which the value stored in CCD.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. To report on a specific called number or numbers.originatorDN is in the selected list. To report on a specific application name or names.calledNumber is in the selected list. 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.contactType is in the selected list.

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. CSQ. 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. in number of seconds.endDateTime minus CCD. Detailed Call. CSQ.Chapter 2 Detailed Call. obtain the list of originator type or types from the user selection for this parameter.destinationType is in the selected list. Agent Report The Detailed Call.originatorType is in the selected list. in number of seconds. obtain the value of T from the user input for this parameter. Find CCD records with call duration greater than or equal to T.startDateTime. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. The call duration is calculated as CCD.startDateTime. Call duration is calculated as CCD. obtain the value of T from the user input for this parameter. CSQ.endDateTime minus CCD.0(1) 2-96 . 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. Release 7. To report on calls with durations less than or equal to T seconds. obtain the list of destination type or types from the user selection for this parameter. Find at CCD records with call duration less than or equal to T. Agent Report shows detailed call information about the CSQ that a call was routed to and the agent that handled the call. Destination Type To report on a specific destination type or types. 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.

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

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

originatorType is in the selected list. obtain the list of originator types from the user selection for this parameter.contactType is in the selected list. 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.destinationType is in the selected list. Originator Type To report on a specific originator type or types. CSQ. Agent Report Filter Parameters (continued) Filter Parameter Contact Type Explanation To report on a specific contact type or types. 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.Chapter 2 Historical Reports Query Designs Detailed Call. CSQ.0(1) 2-99 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. 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. Destination Type To report on a specific destination type or types. obtain the list of destination types from the user selection for this parameter. Release 7. obtain the list of contact type names from the user selection for this parameter. Agent Report Table 2-46 Detailed Call.

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

and dequeued from each CSQ. Release 7. It shows a summary of calls. and database password). and calls dequeued. database user. It provides information about the login and logout activities of agents. abandoned from. The store procedure name is sp_eg_agent_log_activity. The stored procedure name is sp_eg_agent_Contact_summary. Note This report uses the MS SQL 2000 database (installed in a mixed mode authentication). For information about the query designs for this report. To generate combined historical reports. 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. It also shows calls handled by workflows in other CSQs. database name. Cisco Unified CCX requires access details for the Cisco Unified EIM/Cisco Unified WIM database (host name or IP address of the server.Chapter 2 Historical Reports Query Designs Multichannel Agent Login Logout Activity Report (host name or IP address of the server. calls handled. and database password). Refer to Cisco Unified Contact Center Express Administration Guide for detailed configuration information. database name. handled by. and chats presented to. 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. For information about the query designs for this report. refer to the Cisco Unified EIM/Cisco Unified WIM database stored procedure that is associated with this report. Refer to Cisco Unified Contact Center Express Administration Guide for detailed configuration information. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 2-101 . e-mails. calls abandoned. 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. This report is available with the Cisco Unified Outbound Dialer (Cisco Unified OUTD) feature. For a given campaignID. The stored procedure name is sp_eg_csq_activity. Table 2-47 Outbound Agent Detail Performance Report Query Design Field Agent Name Explanation For a given campaignID. Refer to Cisco Unified Contact Center Express Administration Guide for detailed configuration information. and nodeID values. look up the campaign name in the Campaign table. Table 2-47 shows how the information in the Outbound Agent Detail Performance Report is obtained or calculated. The agent that dials for the campaign is recorded in ACD.0(1) 2-102 . determine from the CCD1 table the sessionID. profileID. sessionSeqNum.resourceID. Outbound Agent Detail Performance Report The Outbound Agent Detail Performance Report shows detailed statistics for each agent by campaign.resourceName. Release 7. refer to the Cisco Unified EIM/Cisco Unified WIM database stored procedures that are associated with this report. database name.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). Cisco Unified CCX requires access details for the Cisco Unified EIM/Cisco Unified WIM database (host name or IP address of the server. For information about the query designs for this report. For information about the database table names and field names that are shown in this section. To generate combined historical reports. It also shows the total call details and campaign call details. Use these values to look up the associated ACD records. Join ACD. database user. Table 2-48 explains how the Outbound Agent Detail Performance Report filter parameters obtain data.resourceID with Resource. and database password).resourceID to obtain Resource. see the “Conventions Used in this Chapter” section on page 2-3.

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

Resource ID and profile ID of agents are stored in Resource. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. These values are in Resource. and only use these campaignIDs for report generation.resourceID and Resource. Look up the corresponding campaignID in the Campaign table.resourceGroupName contains values found in the list. This report displays only agents who are active and agents who are deleted after the report start time. 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.0(1) 2-104 .resourceName. Obtain the corresponding Resource.profileID.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.profileID. 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. obtain the list of resource IDs and profile IDs as follows: Obtain the list of agent names from the user selection for this parameter. Search the ResourceGroup table to find records for which RG. respectively. Agent Names Resource Group Names To report on a specific resource group or groups.resourceID and Resource.

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

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

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

and nodeID values.talkTime. determine from the CCD table the sessionID. 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. For these records. Count the number of ACD records with ACD.callResult = 5 (do not call). obtain the maximum ACD. determine from the CCD table the sessionID. profileID. Release 7. For a given campaignID. and nodeID values. For a given campaignID. determine from the CCD table the sessionID. Table 2-52 explains how the Priority Summary Activity Report filter parameter obtains data. sessionSeqNum. profileID. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. and nodeID values.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. Use these values to look up the associated ACD records. For a given campaignID. sessionSeqNum.callResult = 11 (busy).0(1) 2-108 .talkTime. calculate the average talk time using ACD. determine from the CCD table the sessionID. sessionSeqNum. Look up the corresponding campaignID in the Campaign table. For these records. Table 2-51 shows how the information in the Priority Summary Activity Report is obtained or calculated. Use these values to look up the associated ACD records with callResult = 1 (voice). Use these values to look up the associated ACD records with callResult = 1 (voice). and nodeID values. sessionSeqNum. Priority Summary Activity Report The Priority Summary Activity Report contains one row per call priority. Use these values to look up the associated ACD records. profileID. Count the number of ACD records with ACD. profileID. and only use these campaignIDs for report generation.

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

Table 2-52 Priority Summary Activity Report Filter Parameter Filter Parameter Call Priority Levels Explanation To report on a specific call priority or priorities.finalPriority. Release 7. see the “Conventions Used in this Chapter” section on page 2-3.origPriority) This field shows the largest number of all calls in the report period. Query the CRD table to only include the selected call priority or priorities.finalPriority. obtain the list of call priorities from the user selection for this parameter. divided by the number of calls. For a single call.origPriority). For a single call.origPriority and final call priority in CRD.finalPriority – CRD. the difference between original and final priorities is calculated as the absolute value of (CRD.origPriority and final call priority in CRD. 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.0(1) 2-110 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Table 2-53 shows how the information in the Remote Monitoring Detail Report is obtained or calculated. Original call priority is stored in CRD. the difference between original and final priorities is calculated as the absolute value of (CRD. This field is calculated as sum of the difference (absolute value) for all calls in the report period.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.

startDateTime value that is within the report period.extension are separated by commas.profileID.csqName. profileID. and nodeID to determine RMD records with a CCD. Start Time is stored in RMD. and nodeID to determine RMD records with a CCD. sessionSeqNum. Start Time Original Monitored Party Monitored Extension(s) Join CCD and RMD on sessionID. and nodeID to determine RMD records with a CCD. Join RMD. sessionSeqNum.startMonitoringReqTime with MRD. to get the agent extension. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. If the session has multiple extensions monitored. profileID.startMonitoringReqTime and RMD.origMonitoredIDType is 2 (CSQ Type).origMonitoredID with CSQ. The value of this field is the difference between RMD. Join CCD and RMD on sessionID.monitoredRsrcID with Resource.sessionID with MRD.startDateTime value that is within the report period. and nodeID to determine RMD records with a CCD. profileID.rmonID and join RMD.profileID with RmonUser.origMonitoredIDType is 1 (Agent Type).startDateTime value that is within the report period. sessionSeqNum. the value of this field is an agent extension. and the values in Resource. If RMD. Release 7. and MRD. Join RMD.profileID.profileID to obtain the CSQ name. Join MRD. sessionSeqNum. It is stored in RMD.profileID with CSQ. Duration Join CCD and RMD on sessionID. and join RMD.origMonitoredID. sessionSeqNum. this field is a CSQ name. profileID. which is stored in CSQ.startDateTime value that is within the report period. which is stored in Resource.startDateTime value that is within the report period. in number of seconds.endMonitoringTime. and join RMD. Join CCD and RMD on sessionID.contactServiceQueueID. and nodeID to obtain RMD records with a CCD.0(1) 2-111 .resourceID. Join RMD. If RMD. there are multiple MRD records.rmonID with RmonUser.profileID.name.monitoredRsrcID and MRD. profileID.startMonitoringReqTime to obtain MRD. User ID is stored in RmonUser.extension.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.startMonitoringReqTime.profileID with Resource.sessionID.

Status Join CCDR with RMD on sessionID. in number of seconds. sessionSeqNum.startMonitoringCallTime minus MRD.startMonitoringReqTime.sessionID with MRD.sessionID. If the supervisor waited on the call but did not monitor it. sessionSeqNum. 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. MRD table will not have a record for this call.startDateTime value that is within the report period.startMonitoringReqTime with MRD. and nodeID to determine RMD records with a CCD. The value of this field is MRD.startDateTime value that is within the report period. Join RMD. and jon RMD.startMonitoringReqTime. In this case.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. and nodeID to determine RMD records with a CCD.0(1) 2-112 . this field is set to the value of Duration. profileID.cause. profileID. The numeric value of the status is stored in RMD. Release 7.

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

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

Count of EEMQAD.resourceName and Date both determined above.inProcessTimeSeconds where endTypeFK = 5. Difference between eventStartDateTime and eventEndDateTime in EEMEASD where stateId = 3 (Ready) Joined with Resource.resourceName and Date both determined above. Note: This will count all In Process time for each email sent during the selected time period. The total On Desk Time for each Email is the difference between EEMQAD.getEmailDateTime and EEMQAD. Difference between eventStartDateTime and eventEndDateTime in EEMEASD where stateId = 2 (Not Ready) Joined with Resource.getEmailDateTime truncated to just the date Count of EEMQAD.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. 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. Release 7. On Desk Total In Process Time Sent divided by the number Sent for each agent/date (see above Sent column) Join EEMQAD.resourceName and Date both determined above.agent with Resource. Ready.resourceLoginID and total is sum of sent EEMQAD. and Processing times. Avg.endEmailDateTime truncated to just the date where endTypeFK = 6 Ready Processing Retrieved Requeued Trans Out Sent Deleted Total in process time Join EEMQAD.0(1) 2-115 .endEmailDateTime truncated to just the date where endTypeFK = 8 Count of EEMQAD. Difference between eventStartDateTime and eventEndDateTime in EEMEASD where stateId = 4 (Processing) Joined with Resource. In Process Avg. even any In Process time that occurred before the report start time.resourceLoginID.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.endEmailDateTime.

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

The total On Desk Time for each Email is the difference between EEMQAD.csqId. Total in process time Join 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) Join EEMQAD.inProcessTimeSeconds where endTypeFK = 5. In Process Avg. Release 7.endEmailDateTime.receivedReasonFK where receivedReasonFK = 8 grouped by CSQ and date. Count of EEMQAD.endEmailDateTime.csqId and total is sum of sent EEMQAD.queueDateTime and EEMQAD. Note: This will count all In Process time for each email sent during the selected time period. 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.receivedReasonFK where receivedReasonFK = 6 grouped by CSQ and date. even any In Process time that occurred before the report start time. On Desk Total In Process Time Sent divided by the number Sent for each agent/date (see above Sent column) Join EEMQAD. Response Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. The total Response Time for each Email is the difference between EEMQAD.receivedReasonFK where receivedReasonFK = 7 grouped by CSQ and date. Count of EEMQAD.EEMQueueId with CSQ. Count of EEMQAD.csqID. Avg.0(1) 2-117 .receivedReasonFK where receivedReasonFK = 5 grouped by CSQ and date.receivedReasonFK where receivedReasonFK = 7 grouped by CSQ and date.EEMQueueId with CSQ.EEMQueueId with CSQ.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.getEmailDateTime and EEMQAD.

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

inProcessTimeSeconds where endTypeFK = 5. The total On Desk Time for each Email is the difference between EEMQAD. Count of EEMQAD. Release 7. Count of EEMQAD.receivedReasonFK where receivedReasonFK = 1 grouped by CSQ and date. Note: This will count all In Process time for each email sent during the selected time period.receivedReasonFK where receivedReasonFK = 6 grouped by CSQ and date.EEMQueueId with CSQ. In Process Avg.receivedReasonFK where receivedReasonFK = 7 grouped by CSQ and date.receivedReasonFK where receivedReasonFK = 8 grouped by CSQ and date.getEmailDateTime and EEMQAD.0(1) 2-119 .EEMQueueId with CSQ. 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) Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Avg.csqId and total is sum of sent EEMQAD. Count of EEMQAD.receivedReasonFK where receivedReasonFK = 7 grouped by CSQ and date. On Desk Total In Process Time Sent divided by the number Sent for each agent/date (see above Sent column) Join EEMQAD.csqID.endEmailDateTime.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.receivedReasonFK where receivedReasonFK = 5 grouped by CSQ and date. even any In Process time that occurred before the report start time. Total in process time Join EEMQAD. Count of EEMQAD.

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

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

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

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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Table 3-2

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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a call reaches a Cisco Unified CCX route point. and agent A answers the call. After completing the call. 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. targetType = 0. targetID = ID of CSQ1 Overall queue information for CSQ2. Table 3-6 shows the agent state change records that are generated by this scenario. targetType = 0.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. 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. The system allocates agent A for the call. agent A goes to Work state and chooses a wrap up code. and queues for one CSQ. Release 7. rings agent A’s phone.0(1) 3-5 . executes a script. Table 3-5 shows the call-related detail records that are generated by this scenario.

Table 3-2 shows the call-related detail records that are generated by this scenario. and selects Agent A.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. The system allocates agent A for the call.0(1) 3-6 . executes a script. Table 3-3 shows the agent state change records that are generated by this scenario. rings agent A’s phone. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. and agent A answers the call. a call reaches a Cisco Unified CCX route point. 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. Release 7. Table 3-10 shows the call-related detail records that are generated by this scenario.0(1) 3-7 . The server begins a new session and CCDR as soon as agent A starts the consult call. queues for one or more CSQs.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). and connects to agent B. agent A transfers the call to a Cisco Unified CCX route point. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. The call executes a script.

Release 7. agent A calls another logged-in agent.0(1) 3-8 . 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. The server begins a new session and CCDR as soon as agent A starts the consult call. agent B.

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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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agent B. Agent A hangs up.0(1) 3-13 . and agent B answers the call. Table 3-20 shows the agent state change records that are generated by this scenario. and agent A. Agent A places a consult call to agent B. 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 A receives a non-ACD call from an unknown party. Then agent A establishes a conference. 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. Table 3-19 shows the call-related detail records that are generated by this scenario. Then Agent B hangs up.

agent A is connected and talking to an incoming ACD 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 completes the transfer and then agent B answers. 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. Release 7.0(1) 3-14 . Agent A puts that call on hold and places a consultative transfer to agent B. Table 3-21 shows the call-related detail records that are generated by this scenario.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.

Agent A presses the Transfer button on the phone to initiate a consult call with agent B.0(1) 3-15 . Release 7. Table 3-23 shows the call-related detail records that are generated by this scenario. and contains hold time for the duration of the cancelled consult call Agent A. 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. drops the consult call. and resumes the incoming call. Table 3-24 shows the agent state change records that are generated by this scenario. 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. agent A is connected to an incoming ACD call.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.

talks to A for some time. Release 7. Agent B answers. Agent A resumes the original call.0(1) 3-16 . 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. Agent A puts that call on hold and initiates a consultative transfer to agent B. 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 3-26 shows the agent state change records that are generated by this scenario. then hangs up without agent A completing the transfer.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. 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.0(1) 3-17 . Table 3-28 shows the agent state change records that are generated by this scenario. Release 7. Table 3-27 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 3-27 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. 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 3-30 shows the agent state change records that are generated by this scenario. The call is then presented to Agent B and Agent B accepts the call. Table 3-29 shows the call-related detail records that are generated by this scenario.Chapter 3 Call Scenarios Writing Database Records Basic Outbound Call Scenario—Call Rejected then Accepted In this Basic Outbound Call scenario. Then the system places the call from Agent B to the customer. Release 7.0(1) 3-18 . a call is presented to Agent A and Agent A rejects the call. 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.

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. Table 3-31 shows the call-related detail records that are generated by this scenario.0(1) 3-19 . Table 3-32 shows the agent state change 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. Then the system places the call from the Agent A to the customer. Agent A then transfers the call to Agent B. Release 7.

0(1) 3-20 . Then the system places the call from the Agent A to the customer. Table 3-33 shows the call-related detail records that are generated by this scenario. The system allocates agent B for the call. The call reaches a Cisco Unified CCX route point. a call is presented to Agent A and the agent accepts the call. Table 3-34 shows the agent state change records that are generated by this scenario.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 3-33 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. rings agent B’s phone. and queues for one CSQ. executes a script. and agent B answers the call. Agent A then transfers the call to a route point.

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. send a response. 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. receive an Email.0(1) 3-21 . This only contains details relating to Email records. Release 7. This example shows an agent log in.

page 3-25 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7.0(1) 3-22 . page 3-23 Email Re-queued.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. • • • Basic Incoming Email with a Response Sent. page 3-24 Email Transferred to Different CSQ.

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. 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.Chapter 3 Writing Database Records Email Scenarios Basic Incoming Email with a Response Sent In this scenario. Release 7. Table 3-36 Basic Incoming Email . The email is then allocated to agent B and agent B sends a response. The system allocates agent A for the email and it appears on agent A's desktop. The system allocates agent A for the email.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 . an email arrives in the Inbox associated with a CSQ and is then moved and assigned to that CSQ. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 3-23 . it appears on agent A's desktop. Agent A decides they do not want any more emails and goes Email Not Ready and re-queues the email.

Release 7. The email is then allocated to agent B and agent B deletes the email.0(1) 3-24 . The system allocates agent A for the email and it appears on agent A's desktop. EndTypeFK will be 8 (Re-queued) Email information relating to the first appearance in the queue. 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 .Email-Related Detail Records Record EEMCEDR1 QAD Sequence CED ID Number Remarks 100 Email information including incoming and final disposition information. FinalDispositionTypeFK will be 5 for Sent Email information relating to the first appearance in the queue. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.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. Agent A decides it does not belong in that CSQ and transfers it to CSQ2.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.

EndTypeFK will be 7 (Transferred) Email information relating to the first appearance in the queue.Chapter 3 Writing Database Records Email Scenarios Table 3-40 Email Transferred to Different CSQ . 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 information relating to the first appearance in the queue.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. EEMQADR1 100 210 1 EEMQADR2 100 211 2 Table 3-41 Email Transferred to Different CSQ . The CSQ ID will initially be 1 but will be updated to 2 when transferred. FinalDispositionTypeFK will be 6 for Deleted.0(1) 3-25 . Release 7.

Chapter 3 Email Scenarios Writing Database Records Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 3-26 . Release 7.

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

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

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

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.

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

0(1) 5-2 . Perform these steps on the server which the Cisco Unified CCX data is stored. see the “Exporting Data when Cisco Unified CCX Data Exists in the Data Warehouse” section on page 5-11. make sure that the data warehouse does not contain any Cisco Unified CCX data. See Figure 5-1. Release 7. Procedure Step 1 On the server on the server on which the Cisco Unified CCX data is stored. Step 2 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. perform the following steps to export Cisco Unified CCX historical data to the data warehouse. 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.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. expand the Console Root tree as follows. In the SQL Server Enterprise Manager window. Before you begin Before you begin. If it does contain Cisco Unified CCX data. start the SQL Server Enterprise Manager by choosing Start > Programs > Microsoft SQL Server > Enterprise Manager. 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.

. 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 5-1 Expanding the Console Root Tree Step 3 Right-click the db_cra database name and choose All Tasks > Export Data. See Figure 5-2. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 5-3 ...

Click the Use Windows Authentication radio button. See Figure 5-3. In the Choose a Data Source window: a. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Click Next. 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.0(1) 5-4 . click Next. b.

Enter the IP address or the host name of the data warehouse in the Server field. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. See Figure 5-4. c. Click Use Windows Authentication radio button. b.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. The Specify Table to Copy or Query window appears. Release 7.0(1) 5-5 . d. Choose the destination database name from the Database drop-down list. appended with the named instance string \CRSSQL. 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.0(1) 5-6 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7. The Select Source Tables and Views window appears. as shown in Figure 5-5. click Next.

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. Release 7.0(1) 5-7 .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 5-5 Select Source Tables and Views window Step 8 In the Select Source Tables and Views window: a.

. Step 9 Step 10 Click Next. schedule. The export process starts. When the process completes.. See Figure 5-6. right-click SQL Server Group and choose New SQL Server Registration. you see the following message: Successfully copied 13 table(s) from Microsoft SQL Server to Microsoft SQL Server.. click Finish.Chapter 5 Exporting Data when the Cisco Unified CCX Database uses MSDE Exporting Historical Data to a Data Warehouse – Supervisor – Team b. 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. Release 7. and replicate package window. click Next. 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.0(1) 5-8 . start the SQL Server Enterprise Manager by choosing Start > Programs > Microsoft SQL Server > Enterprise Manager. If you are using MSDE for the Cisco Unified CCX database. Step 2 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. In the Save. In the Completing the DTS Import/Export Wizard window. In the SQL Server Enterprise Manager window.

I want to perform this task without using a wizard check box. Check the From now on. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Step 4 In the Registered SQL Server Properties window: a. Enter the IP address or the host name of the Cisco Unified CCX database server in the Server field. appended with the named instance string \CRSSQL. Release 7. Click OK. See Figure 5-7.0(1) 5-9 . Click the Use User Windows Authentication radio button. b. Click Next. b.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. c.

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. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 5-10 . choose the appropriate destination database from the Destination drop-down list. Release 7. in Step 6. 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.

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

You will repeat this procedure to export data for additional tables. 2004. Release 7. enter a SQL query to export a specific portion of data from a specific Cisco Unified CCX database table. and then click Next.0(1) 5-12 . For example. You can export data from only one table at a time. enter the query as shown in Figure 5-9. from the ContactRoutingDetail table. to export data later than March 1. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.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.

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

schedule and replicate package window.0(1) 5-14 . In the Completing the DTS Import/Export Wizard 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 Finish. click Next. 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.

In Step 8 of that procedure. Release 7.0(1) 5-15 . Step 11 Repeat Step 9 and Step 10 above for each of the Cisco Unified CCX configuration tables. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.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. select only the database table that you just deleted in Step 9 above.

0(1) 5-16 .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.

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

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

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

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. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 6-4 . The OLE DB Provider window appears. as shown in Figure 6-2. Release 7.

0(1) 6-5 .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. highlight Microsoft OLE DB Provider for SQL Server in the Provider list. click Next. The Connection Information window appears. as shown in Figure 6-3. Release 7. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

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

highlight the stored procedure that you want to use. The Standard Report Creation Data window appears again.0(1) 6-7 . b. Expand Stored Procedures In the Available Data Sources area. as shown in Figure 6-5. The Enter Values window appears. Step 6 In the Available Data Sources pane.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. 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. d. c. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Release 7. In the Standard Report Creation Data window for choosing data: a.

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. (By default. Cisco Unified CCX Historical Reports\ Report Templates\Language Name the report as follows: Category_ReportDisplayName_ReportFormat_Locale. Follow the directions provided by the Crystal Reports wizard to complete setting up the report.) Replace Language with the name of the appropriate language directory. Step 9 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.rpt Replace Category. Save the report in the following directory under the directory in which you installed the client system. Release 7.0(1) 6-8 . ReportFormat. and Locale with appropriate values as explained in Table 6-1. Refer to your Crystal Reports documentation for more information. enter the appropriate values for your stored procedure and click OK. ReportDisplayName. the client system installs in the Program Files directory.

ReportFormat Locale Whether the report includes charts. Locale ISO string. 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. 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. and other static items in the report. This name will — be replaced with the name specified by vFileName in the reports catalog file line that you add for this report. 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. Specifies the language in which you created the field names. headings. If a name has more than one word.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. Consists of an ISO language code followed by an underscore (_) and then an ISO country code. Release 7. look at the folder names in the Cisco Unified CCX Historical Reports\ Report Templates directory. separate each word with an underscore.0(1) 6-9 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

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

(By default. follow these steps: Procedure Step 1 Use a Windows text editor to open an existing report definition file.xml Replace Category. There are other values in this file. and give the new file the following name: Category_ReportDisplayName_Locale. parameter filters. 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.0(2) and later. Release 7.0(1) 6-11 . Step 3 Edit the new file by changing the appropriate XML tag attributes or tag values as explained in Table 6-2. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. 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. In Cisco CRS release 3. the client system installs in the Program Files directory.Chapter 6 Creating Custom Historical Reports for Cisco Unified CCX Creating a Report Definition File To create a report definition file. Table 6-2 Report Definition XML Attributes and Tags XML Tag or Attribute Report Explanation Defines the report by describing its SQL command. Do not change these values. and sort criteria. 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. Make sure to surround all XML attribute values with quotation marks (“). choose File > Save As to save the file under a new name. 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. you can specify any name for the report.

0(1) 6-12 . 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. Cisco Unified CCX application package with which to associate this report. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. 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. Users with access to this package will be able to generate this report. 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 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: 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.

ReportParameterList MutualExclusive Defines each parameter that is specified in the SQL command (see the ReportSQLCommand tag). the Cisco Unified CCX Historical Reports client will replace each parameter with its value. the SQL command requires the following parameters: $StartDate—First date of the date range for which to generate information in the report. 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.0(1) 6-13 . $EndDate. all filter parameters that are set will be used in the SQL command when the report generates. Each parameter must follow these conventions: • • A parameter must begin with a dollar sign ($) A parameter may contain only alphabetic characters and underscores (_) At a minimum. as specified by a user $EndDate—Last date of the date range for which to generate information in the report. 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.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. Refer to your XML documentation for more information. If the parameters are not mutually exclusive. If the parameters are mutually exclusive. When this report is generated. Other parameters will be set to their default values as specified by the ParamDefaultValue attribute. Defines whether the filter parameters specified in the ReportParameterList field are mutually exclusive. use the standard XML entity references for the characters or use hexadecimal character references. You can follow this name with any number of parameters. except for $StartDate. and $SortBy. Release 7. Valid values: True—Parameters are mutually exclusive False—Parameters are not mutually exclusive Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.

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. There must be one SQLParameter tag for each parameter that is defined in the ReportSQLCommand tag. 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. including the leading dollar sign ($). Release 7. and $SortBy. except for $StartDate. and $SortBy parameters. Used if a value is not specified when setting are made for the report. 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.0(1) 6-14 . Brief description of the parameter. (See the ReportSQLCommand tag for information about the $StartDate.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. Must match the parameter name exactly. ParamDefaultValue ParamNameText ParamHelpText Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. $EndDate. Default value of the parameter specified in the SQLParameter field. $EndDate.) 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.

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

Now update the Reports Catalog File as described in the “Updating the Reports Catalog File” section on page 6-17. Contains one or more ListOption tags. 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. ListOption tags are included in SourceListValues and ReportSortBy. This value is used when the SQL command executes. 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. The last ListOption tag with an OptionsSelected value of True will be displayed. Valid values: INT—Positive integer value STRING—Text value ReportSortBy Defines a list of fields by which a user can sort the report.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. Release 7. Save the file and exit the editor. OptionValue Step 4 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. This list will appear in the Sort Report By drop-down list on the Cisco Unified CCX Historical Reports Detailed Report Settings window.0(1) 6-16 . Defines a list of options.

0(1) 6-17 . 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. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.xml” vFileName=“ReportName”/> Replace Category.xml For an explanation of Locale. you must update the reports catalog file. If you create a new report definition file. There must be a space before pFileName and a space before vFileName. Replace ReportName with the same name that you specified with the ReportName XML attribute in the Report Definition 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. and place it immediately before the line </ReportCatalog>. See the explanation of the ReportName attribute in Table 6-2.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. The reports catalog file is named as follows: hrcReportCatalog_Locale. see Table 6-1 on page 6-9. the client system installs in the Program Files directory. which appears at the end of the file. Release 7. <ReportFileName pFileName=“Category_ReportDisplayName_Locale. See Table 6-1 for an explanation of these values. Enter the line in the following format. 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. (By default. ReportDisplayName and Locale with same values that you used when you created the report and the report definition file. Add a line in the reports catalog file for the new report definition file.

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. Release 7.0(1) 6-18 . the client system installs in the Program Files directory. (By default. page 6-18 Generating a Custom Report Fails with "Invalid name" Error.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.xml In addition. an entry for the report should exist in the reports catalog file.) These files must follow these naming conventions exactly or the report will not generate. Your new report should appear on the Report Type drop-down list the next time you start the Cisco Unified CCX Historical Reports client. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Category_ReportName_Chart_Locale.xml” vFileName=“My New Report”/> Step 3 Save the file and exit the editor. Category.rpt Category_ReportName_Table_Locale. see the “Troubleshooting” section on page 6-18. see Table 6-1 on page 6-9. and Locale.rpt Category_ReportName_Locale. 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. For an explanation of Language. ReportName. 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. If the report does not appear on this list or if the report does not generate properly.

Try again to generate the new report. and make necessary corrections in the XML report definition file. To work around this problem. refer to Cisco Unified Contact Center Express Historical Reports User Guide. add the label Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.ini configuration file and set the logLevel parameter to 3. For information about the Historical Reports log file. Procedure Step 1 Edit the hrcConfig.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 takes effect. • • 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. Check the command for errors. For information about the hrcConfig. You perform these steps on the computer on which you are trying to generate the report. refer to Cisco Unified Contact Center Express Historical Reports User Guide. 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. Release 7.0(1) 6-19 . Step 2 Step 3 Step 4 Stop and restart the Cisco Unified CCX Historical Reports client so that your change to the hrcConfig. Make sure that the report files and the XML report definition file have the correct names and are located in the correct directory. 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. perform the following steps to locate the problem. Open the Historical Reports log file and find the SQL command used to generate the report.ini file.

rpt report file that you create with Crystal Reports. 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 . Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.0(1) 6-20 . To determine where to place this attribute.

page 7-2 Agent Call Summary Report.CH A P T E R 7 Frequently Asked Questions This chapter contains frequently asked questions (FAQs) and answers to those questions. page 7-4 Agent Detail Report. page 7-5 Application Performance Analysis Report. page 7-7 Call Custom Variables Report. page 7-7 Common Skill Contact Service Queue Activity Report. page 7-5 Agent Summary Report. Release 7. page 7-9 Contact Service Queue Activity Report (by CSQ). page 7-8 Contact Service Queue Activity Report. 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 Login Logout Activity Report.0(1) 7-1 . 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.

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

and as dequeued (if it was dequeued before aborting)/abandoned in Contact Queue Detail record. The Contact Call Detail record will mark the call abandoned.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 call not displayed in the Abandoned Call Detail Activity report? A.0(1) 7-3 . When an agent transfers a call to another agent and the caller abandons the call before the call is answered by the second agent. The Abandoned Call Detail Activity Report will show the call as abandoned from all from all CSQs for which the call was routed. Another reason is that the call gets aborted after being in the queue.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. Such calls get marked as aborted in the Contact Call Detail record. In this case. In this case the CSQ reports will display more abandoned calls than the Abandoned Call Detail Activity Report. Release 7. 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. the Contact Queue Detail record will mark the call as dequeued but not abandoned from any queue. Q. 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.

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

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

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

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

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

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

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

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

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

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

Why does the Application Performance Analysis Report show more calls presented. To identify conference calls. The CSQ reports show calls that are handled by agents after the calls are queued for a CSQ. Conference calls to agents will result in one CRDR having multiple ACDRs. with different agent IDs. handled. Q. Why does the Detailed Call by Call CCDR Report show more handled calls than the CSQ reports? A. How can conference calls be identified? A.) • Q. Release 7.0(1) 7-14 . Q. 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). 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. Why does the Agent Summary Report show more calls handled than the CSQ reports? A. The call is counted once for each application. and abandoned than the CSQ Reports? A. Q.Chapter 7 Data Reconciliation Among Reports Frequently Asked Questions Data Reconciliation Among Reports 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. 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. search for ACDRs with the same session ID and sequence number. There are two reasons: • One incoming call can invoke multiple applications because each leg of the call can invoke a different application. (These calls will be counted in the Application Performance Analysis Report because the calls entered an application.

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

so they are not counted for any CSQ. The Contact Service Queue Activity Report shows calls that were abandoned while they were queued for a CSQ. An agent from another CSQ handled the call. 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. conferenced in Agent1. the Maximum Handle Time appears for Agent 1 on the Agent Summary Report. 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 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. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. 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. In this case. Why do the CSQ Activity Report and the Agent Summary Report show different values for the Maximum Handle Time? For example. There were conference calls which involved multiple agents. 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. 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).Chapter 7 Data Reconciliation Among Reports Frequently Asked Questions • Some calls were terminated before they were queued. • Q. 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.0(1) 7-16 . Such calls are counted once for the Contact Service Queue Activity Report but counted once for each agent involved for the Agent Summary Report. In addition. Q. These calls also do not have ACDRs and are not counted on the Agent Summary Report.

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

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

The sessionID fields in the Cisco Unified CCX database tables will contain the same value for a particular call. These fields let you identify all database records that relate to the call. The end time of that call is stored in the endDateTime field of the CCDR with the highest sessionSeqNum and the same sessionID value. For a workflow. A. Release 7.0(1) 7-19 . Q. On the Agent Summary Report. Place a Get Contact Info step at the beginning of the workflow. The call appears as presented to and handled by the agent who answered the call. and one line for the agent who answered the call (talk time is greater than 0). 2. Q. To do so use the Set Session Info step in a workflow to store in custom variables digits entered by callers. The contents of such custom variables are stored in the customVariable fields in the CCDR. define a variable of type session and name it this_session. Use the information in the CCDR customVariable fields when you create custom reports. hold time. and work time are each zero). How is this scenario reported: a call is in queue. 2. and 3): 1. see Chapter 3. You can create a custom report to show menu choices. The sessionSeqNum fields in the Cisco Unified CCX database tables start at 0 and increment by 1 for each leg of a call. Is there a way to report on menu choices? A. then is routed to an available agent who does not answer the call. “Writing Database Records. and then is redirected to another agent. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide.Chapter 7 Frequently Asked Questions Availability of Reporting Data Q. The Agent Detail Report will show two lines: one for the agent who did not answer the call (ring time is greater than 0. These fields let you identify the various legs of a call. Here is an example of how you could prepare a report to show information for a menu with three choices (1. but not as handled by that agent.”) 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. the call appears as presented to the agent who did not answer the call. 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. (The way in which sessionID and sessionSeqNum values are written to the database depend on the call scenario. For more information and examples. talk time. On the CSQ-Agent Summary Report.

7. Q. is data still written to the Cisco Unified CCX databases? A. 4.PeripheralVariable2 from the Name drop-down list. Release 7.0(1) 7-20 . Q. and customVariable3 fields in the CCDR.PeripheralVariable1 from the Name drop-down list. 6.PeripheralVariable3 from the Name drop-down list. when you add a new choice. In the General tab of the Set Enterprise Call Info step. and choose Call. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. you will be able to prepare accurate reports. If it is not null. but the Cisco Unified CCX databases store such data. take care to preserve previously entered menu choices. customVariable2. warning) and agent talk time SLA (caution. and choose Call. 8. You can create a custom report to show this information. warning)? A. such as Cisco Agent Desktop queue time threshold (caution.Chapter 7 Availability of Reporting Data Frequently Asked Questions 3. place a Get Session Info step at the beginning of the workflow. No. 5. In this way. enter 1 in the Value field. there were no previous entries. Is there reporting on agent service level agreements (SLAs). If a Cisco Unified CCX system does not include a license for Cisco Unified CCX Historical Reports. enter 3 in the Value field. Define a Menu step that has three branches and place a Set Enterprise Call Info step in each branch. If calls are to be transferred between workflows and multiple menu choices can be made for a single session. Create a custom report that will show the values of the customVariable1. In the branch for caller-choice 2. and choose Call. In the branch for caller-choice 3. 9. In the branch for caller-choice 1. If the _ccdrVar1 variable is null. click Add. Set the Session attribute to be variable this_session. enter 2 in the Value field. For example. Yes. determine a format for associating a menu choice to a sequence number.

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

(0000) on 5/15 to 11:59:59 p. Release 7. 12:00:00 a. Reason codes are not stored in the cases shown in the following table.0(1) 7-22 . (0000) on 5/15 to 12:00:00 a. (0000) on 5/16 is counted as two days. How can a report on reason codes be generated? A. The Agent State Detail Report shows Logout reason code and Not Ready reason code in detail. 12:00:00 a. The number of days is calculated by a SQL function that counts the number of calendar days in an integral number of days. reason codes are stored in the ASDR. The Agent Login Logout Activity Report shows logout reason code information in detail. How is the number of days calculated in historical reports? A. (1159:59) on 5/15 is counted as one day. Q.m. Reason Codes. are entered by agents when they explicitly transition to Logout state or to Not Ready state. The Agent Not Ready Reason Code Summary Report shows summary information for the Not Ready reason code. 10 a. when configured.m.m. Fractions of a day are counted as an entire day. In these cases. the reasonCode field in the ASDR will contain a value of –1. (1000) on 5/16 is counted as two days. For example.m.Chapter 7 General Frequently Asked Questions General Q.m. 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. (1000) on 5/15 to 10 a.m.

(MS SQL Server 2000 is required if you are using high availability. Why is the Skill Routing Activity Report.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. no longer available in the current version? A. However. Why is the Contact Service Queue Service Level Report.0(1) 7-23 . the Contact Service Queue Activity Report. Q. What is the database used for Cisco Unified CCX? A.) If Cisco Unified CCX and Cisco Unified CM are installed on the same server. which is available in previous versions of Cisco Unified CCX. The information that was in this report is distributed among the Contact Service Queue Service Level Priority Summary Report. Release 7. Q. Cisco Unified CCX uses the same database as Cisco Unified CM. Q. 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. If Cisco Unified CCX and Cisco Unified Communications Manager (Cisco Unified CM) are installed on separate servers. and the Contact Service Queue Call Distribution Summary Report. which is available in previous versions of Cisco Unified CCX. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. you can choose to use Microsoft SQL Server 2000 instead. which is SQL Server 2000. the default database is MSDE 2000.

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. More than one record can have the same Node ID.0(1) 7-24 .Chapter 7 General Frequently Asked Questions Q. Session ID. Release 7. Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. Session ID. and Sequence No? A. What can cause more than one record to have the same Node ID.

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. definition 3-1. 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.

7-2 Aborted and Rejected Call Detail Report 2-6 Agent Call Summary Report 2-9. 7-9. 7-5 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. CSQ. definition 3-1. 7-7 Application Summary Report 2-56 Call Custom Variables Report 2-59. Release 7. definition 2-3 ASDR. 7-4 Agent Detail Report 2-16 Agent Login Logout Activity Report 2-21.0(1) IN-2 .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. 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. 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. 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. 7-5 Agent Wrap-Up Data Detail Report 2-50 Agent Wrap-up Data Summary Report 2-54 Application Performance Analysis Report 2-55.

identifying 7-14 call scenario ACD Call Blind Transfer 3-14 Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide. 7-1 charts.Index Detailed Call by Call CCDR Report 2-92. 3-5 Basic Agent Based Routing 3-6 Basic Outbound Call 3-18. Release 7. definition 2-3 CCDR. 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. example 3-2 See also call scenario call legs. of same call 7-2 call presented but unanswered. 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. definition 3-1. 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. 3-4. 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. 3-19. 3-20 Conference to Agent 3-8 Transfer to Route Point 3-7 Workflow Redirect to Route Point 3-9 CCD.0(1) IN-3 .

definition 3-1. description 2-3 CQDR. among reports 7-14 data warehouse. CSQ. creating 7-21 D data. definition 2-3 CRDR. 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. definition 2-3 custom reports creating 6-1 Crystal Reports version required 6-1 requirements before creating 6-2 troubleshooting 6-18 custom reports. 7-1 CRD. Release 7. 2-92 overview 2-87 query design 2-87.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. exporting data to 5-1 Detailed Call. for creating custom reports 6-1 CSQ-Agent Summary Report overview 2-89 CSQU. 7-1 Crystal Reports. definition 3-1. 2-90 CQD. 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.0(1) IN-4 .

reporting on 7-19 MRD. defenition 3-1 EEMQADR. 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.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. Release 7. defenition 3-1 EEMEASD. defenition 3-1 exporting. 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.0(1) IN-5 . calculation in reports 7-22 E O EEMCEDR.

custom variables in 7-8.Index report definition file 6-10 reporting data. definition 2-3 RMD. reporting on 7-20 SG. 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. 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 web server. Release 7. for reports 4-1 workflow. 7-9 S service level agreements.0(1) IN-6 .