Cisco Unified Contact Center Express Report Developer Guide, Release 10.0(1)

Transcription

1 Cisco Unified Contact Center Express Report Developer Guide, Release.() First Published: December 2, 23 mericas Headquarters Cisco Systems, Inc. 7 West Tasman Drive San Jose, C US Tel: NETS (6387) Fax:

2 THE SPECIFICTIONS ND INFORMTION REGRDING THE PRODUCTS IN THIS MNUL RE SUJECT TO CHNGE WITHOUT NOTICE. LL STTEMENTS, INFORMTION, ND RECOMMENDTIONS IN THIS MNUL RE ELIEVED TO E CCURTE UT RE PRESENTED WITHOUT WRRNTY OF NY KIND, EXPRESS OR IMPLIED. USERS MUST TKE FULL RESPONSIILITY FOR THEIR PPLICTION OF NY PRODUCTS. THE SOFTWRE LICENSE ND LIMITED WRRNTY FOR THE CCOMPNYING PRODUCT RE SET FORTH IN THE INFORMTION PCKET THT SHIPPED WITH THE PRODUCT ND RE INCORPORTED HEREIN Y THIS REFERENCE. IF YOU RE UNLE TO LOCTE THE SOFTWRE LICENSE OR LIMITED WRRNTY, CONTCT YOUR CISCO REPRESENTTIVE FOR COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, erkeley (UC) as part of UC's public domain version of the UNIX operating system. ll rights reserved. Copyright 98, Regents of the University of California. NOTWITHSTNDING NY OTHER WRRNTY HEREIN, LL DOCUMENT FILES ND SOFTWRE OF THESE SUPPLIERS RE PROVIDED S IS" WITH LL FULTS. CISCO ND THE OVE-NMED SUPPLIERS DISCLIM LL WRRNTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITTION, THOSE OF MERCHNTILITY, FITNESS FOR PRTICULR PURPOSE ND NONINFRINGEMENT OR RISING FROM COURSE OF DELING, USGE, OR TRDE PRCTICE. IN NO EVENT SHLL CISCO OR ITS SUPPLIERS E LILE FOR NY INDIRECT, SPECIL, CONSEQUENTIL, OR INCIDENTL DMGES, INCLUDING, WITHOUT LIMITTION, LOST PROFITS OR LOSS OR DMGE TO DT RISING OUT OF THE USE OR INILITY TO USE THIS MNUL, EVEN IF CISCO OR ITS SUPPLIERS HVE EEN DVISED OF THE POSSIILITY OF SUCH DMGES. ny Internet Protocol (IP) addresses and phone s used in this document are not intended to be actual addresses and phone s. ny examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. ny use of actual IP addresses or phone s in illustrative content is unintentional and coincidental. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (R) 23 Cisco Systems, Inc. ll rights reserved.

3 CONTENTS Preface Preface v Change history v bout this guide v udience v Related Documents vi Documentation and support vi Documentation Feedback vi CHPTER Introduction Overview Common terms CHPTER 2 Create Custom Reports 3 Overview 3 How to Create Custom Reports 3 Create Unified CCX Data Source 4 Create Custom Stored Procedure 5 CHPTER 3 Interpret Database s 7 Overview 7 Call Scenarios 7 Call-Related Detail s Flow 8 asic CD Call Queues for One CSQ 8 asic CD Call Queues for Two CSQs 9 asic CD Call Wrap-up asic gent-ased Routing Call Transfer to Route Point Cisco Unified Contact Center Express Report Developer Guide, Release.() iii

4 Contents Conference to gent 2 Workflow Redirect to Route Point 3 CD Call Unanswered 3 gent-to-gent Non-CD Call 4 gent-to-gent Non-CD Call Transfer 5 gent-to-gent Non-CD Call Conference 6 CD Call lind Transfer 7 gent Places Consult Call and Resumes Call 8 gent Consults gent and Resumes Call 8 asic Outbound Call ccepted 9 asic Outbound Call Rejected and Later ccepted 2 asic Outbound Call ccepted and Transferred to nother gent 2 asic Outbound Call ccepted and Transferred to Route Point 22 Chat Scenarios 23 Chat-Related Detail s Flow 23 Chat Contact Unanswered 23 Scenarios 24 -Related Detail s Flow 24 asic Incoming with a Response Sent 25 Requeued 26 Transferred to Different CSQ 27 iv Cisco Unified Contact Center Express Report Developer Guide, Release.()

5 Preface Change history, page v bout this guide, page v udience, page v Related Documents, page vi Documentation and support, page vi Documentation Feedback, page vi Change history This table lists and links to changes made to this guide and gives the dates those changes were made. Earliest changes appear in the bottom rows. Change Date Initial release of the document December 2, 23 bout this guide The Cisco Unified Contact Center Express Report Developer Guide describes how database records are written for various call, chat and scenarios in Cisco Unified Contact Center Express (Unified CCX). It describes how to create custom reports on a standalone Cisco Unified Intelligence Center. udience This document is intended for Unified CCX users who use standalone Unified Intelligence Center to create custom reports. Cisco Unified Contact Center Express Report Developer Guide, Release.() v

6 Related Documents Preface Related Documents Document or resource Cisco Unified Contact Center Express Documentation Guide Cisco.com site for Unified CCX documentation Online help files for each report Comparison of Cisco gent Desktop or Cisco Supervisor Desktop with Finesse desktops Troubleshooting tips for Unified CCX Cisco.com site for Unified Intelligence Center documentation Cisco.com site for Cisco Finesse documentation Link ps846/products_documentation_roadmaps_list.html ps846/tsd_products_support_series_home.html vailable when you generate the report ps324/prod_white_papers_list.html for_unified_ccx_. products_support_series_home.html products_support_series_home.html Documentation and support To download documentation, submit a service request, and find additional information, see What's New in Cisco Product Documentation at: You can also subscribe to the What's New in Cisco Product Documentation RSS feed to deliver updates directly to an RSS reader on your desktop. The RSS feeds are a free service. Cisco currently supports RSS Version 2.. Documentation Feedback To provide your feedback for this document, send an to: mailto:contactcenterproducts_docfeedback@cisco.com vi Cisco Unified Contact Center Express Report Developer Guide, Release.()

7 CHPTER Introduction Overview, page Common terms, page Overview Cisco Unified Intelligence Center is a web-based reporting application that provides Historical and Live Data reports. You can perform the following functions: Create custom queries to obtain specific data. llow different groups of people to view specific data based on their function. Customize the visual presentation of the reports. Customize the data that is presented in the reports. Common terms Data source Data source defines the sources that contain data for the report. Unified Intelligence Center supports two types of data sources: IM Informix and Java Message Service (JMS). Data sources are preconfigured for you. Note dditional data sources are not supported. Report definition Each report has a report definition that represents how data is retrieved from the data source for that report template. In addition, a report definition contains the dataset that is obtained. This includes the fields, filters, formulas, refresh rate, and key criteria field for the report. Cisco Unified Contact Center Express Report Developer Guide, Release.()

8 Common terms Introduction Reports Reports show data returned by Report Definitions. This data is extracted by database queries. Stock report Report that is pre-bundled in Unified Intelligence Center. Report views report can be presented in multiple formats like a grid, chart, or a graph. Each view can have its own set of fields. single report can have multiple views. Report help You can attach a help page specifically for your report. 2 Cisco Unified Contact Center Express Report Developer Guide, Release.()

9 CHPTER 2 Create Custom Reports Overview, page 3 How to Create Custom Reports, page 3 Create Unified CCX Data Source, page 4 Create Custom Stored Procedure, page 5 Overview You cannot create new reports with the Unified Intelligence Center (Standard license) that is embedded with Unified CCX. To create new custom Historical reports, you need to install a standalone Unified Intelligence Center Not For Resale (NFR) kit with premium license. The version of the standalone Unified Intelligence Center should be the same or older than the Unified Intelligence Center that is embedded in Unified CCX. To install standalone NFR Unified Intelligence Center, see the Installation and Upgrade Guide for Cisco Unified Intelligence Center, located at: You cannot create custom Live Data reports. ttention How to Create Custom Reports The following table describes the task flow to create a new Historical report: Table : Task flow to create custom reports Sequence Task Where performed Reference Create Unified CCX datasource Unified CCX SeeCreate Unified CCX Data Source, on page 4. Cisco Unified Contact Center Express Report Developer Guide, Release.() 3

10 Create Unified CCX Data Source Create Custom Reports Sequence Task Where performed Reference 2 Create custom stored procedure Unified CCX See Create Custom Stored Procedure, on page 5. 3 Create report definition Standalone Unified Intelligence Center See the "Create or edit report definitions" section of the Cisco Unified Intelligence Center Report Customization Guide, Release.(), located at: products_user_guide_list.html. 4 Export custom report Standalone Unified Intelligence Center See the "Export reports, report definitions, and categories" section of the Cisco Unified Intelligence Center Report Customization Guide, Release.(), located at: products_user_guide_list.html. 5 6 Import custom report to Unified CCX Set permissions to the new custom report Unified Intelligence Center embedded in Unified CCX Unified Intelligence Center embedded in Unified CCX See the "Import Reports" section of the Cisco Unified Contact Center Express Report User Guide, located at: ps846/products_user_guide_list.html. See the "Manage user permissions" section of the Cisco Unified CCX dministration Guide, located at: ps846/products_installation_and_configuration_ guides_list.html. Create Unified CCX Data Source Create a Unified CCX data source on the standalone Unified Intelligence Center server that points to the Unified CCX server. Note Do not create a data source in the Unified Intelligence Center (Standard license) that is bundled with Unified CCX. This scenario is not recommended and not supported. Procedure Step Set the password for the Historical Reporting User. 4 Cisco Unified Contact Center Express Report Developer Guide, Release.()

11 Create Custom Reports Create Custom Stored Procedure Step 2 Step 3 a) Log in to Cisco Unified Contact Center Express dministration using the Unified CCX username and password. b) Select Tools > Password Management. c) In the Historical Reporting User field, set the password, and click Save. settings of the existing Unified CCX data source. a) Log in to Unified Intelligence Center on the Unified CCX server. b) In the left pane, click Data Sources. The Data Sources page opens in a separate tab in the right pane. c) Select the Unified CCX data source and click Edit. d) the settings in the page so that you can refer to this data later. Configure a data source on the standalone NFR Unified Intelligence Center server to point to the Unified CCX server. a) Log in to the standalone Unified Intelligence Center using credentials that has report designer permissions. b) In the left pane, click Data Sources. c) Click Create to create a new data source. d) Set the parameters as per the settings you recorded in Step 2d. Note The database user name should be uccxhruser and the password should match the password you set in Step c. e) Click Test Connection and verify the settings. Tip If an error is prompted, verify that the settings are correct and try again. Create Custom Stored Procedure The Unified CCX database schema details are described in the Database Schema Guide for Cisco Unified CCX and Cisco Unified IP IVR, located at: Procedure Step Step 2 Step 3 Connect to the db_cra database using the uccxhruser username and password. Create a stored procedure using third-party tools such as SQuirrel SQL Client and GS Server Studio. ssign execution privileges for the stored procedure to uccxhruserrole using the following command: Example: grant execute on<your procedure name> to 'uccxhruserrole'; What to Do Next See the task flow table in How to Create Custom Reports, on page 3. Cisco Unified Contact Center Express Report Developer Guide, Release.() 5

12 Create Custom Stored Procedure Create Custom Reports 6 Cisco Unified Contact Center Express Report Developer Guide, Release.()

13 CHPTER 3 Interpret Database s Overview, page 7 Call Scenarios, page 7 Chat Scenarios, page 23 Scenarios, page 24 Overview The following abbreviations are used for database records: CDRgentConnectionDetail record in the gentconnectiondetail table. SDRgentStateDetail record in the gentstatedetail table. CCDRContactCallDetail record in the ContactCallDetail table. CQDRContactQueueDetail record in the ContactQueueDetail table. CRDRContactRoutingDetail record in the ContactRoutingDetail table. EEMCEDREEMContact Detail record in the EEMContact Detail table. EEMQDREEMQueuegentDetail record in the EEMQueuegentDetail table. EEMESDEEM gentStateDetail record in the EM gentStateDetail table. TCDRTextgentConnectionDetail record in the TextgentConnectionDetail table. TCDRTextContactDetail records in the TextContactDetail table. TSDRTextgentStateDetail records in the TextgentStateDetail table. TCQDRTextContactQueueDetail record in the TextContactQueueDetail table. Call Scenarios The following assumptions are made for the call scenarios: Cisco Unified Contact Center Express Report Developer Guide, Release.() 7

14 Call-Related Detail s Flow Interpret Database s uto-work is disabled for incoming utomatic Call Distribution (CD) calls. uto-available is enabled for agents. Call-Related Detail s Flow The following table presents an example of the general flow of detail records for incoming CD calls. ssumptions Contact Service Queue (CSQ) is configured for auto-work. gent is configured for auto-available. Table 2: General flow of detail records for incoming CD calls Call activity Call reaches the CTI port Call executes the first Select Resource step System selects agent and rings the phone gent answers Call disconnects gent leaves Work state Detail record activity llocates session. egins CCDR in memory. egins CRDR and CQDR in memory. egins CDR in memory, writes SDR to change state to Reserved. Writes SDR (Talking). Writes CRDR, CQDRs, SDR (Work). Writes CDR, CCDR, SDR (Ready). If the agent does not enter Work state after the call, the system writes the CDR and the SDR (Ready) when the call disconnects. If the agent is not configured to be auto-available, the SDR relates to the Not Ready state. asic CD Call Queues for One CSQ Call reaches a Unified CCX route point, executes a script, and queues for one CSQ. 2 System allocates agent for the call and rings agent s phone, and agent answers the call. 8 Cisco Unified Contact Center Express Report Developer Guide, Release.()

15 Interpret Database s asic CD Call Queues for Two CSQs Table 3: asic CD call queues for one CSQCall-related detail records ID qindex CCDR CRDR Overall queue information. CQDR Detailed queue information for CSQ (targettype = ; indicates CSQ-based routing). CDR gent and original call information. Table 4: asic CD call queues for one CSQgent state-change records SDR SDR2 SDR3 5 (Talking) gent is selected for call. gent answers call. Call ends. asic CD Call Queues for Two CSQs Call reaches a Unified CCX route point, executes a script, and queues for two CSQs. 2 System allocates agent for the call and rings agent s phone, and agent answers the call. Table 5: asic CD call queues for two CSQsCall-related detail records ID qindex CCDR CRDR Overall queue information. CQDR Overall queue information for CSQ (targettype =, targetid = ID of CSQ). CQDR2 Overall queue information for CSQ2 (targettype =, targetid = ID of CSQ2). Cisco Unified Contact Center Express Report Developer Guide, Release.() 9

16 asic CD Call Wrap-up Interpret Database s ID qindex CDR gent and original call information. asic CD Call Wrap-up Call reaches a Unified CCX route point, executes a script, and queues for one CSQ. 2 System allocates agent for the call and rings agent s phone, and agent answers the call. 3 fter completing the call, agent goes to Work state, and chooses a wrap-up code. Table 6: asic CD call wrap-upcall-related detail records ID qindex CCDR CRDR Overall queue information. CQDR Detailed queue information for CSQ (targettype = ; indicates CSQ-based routing). CDR gent and original call information with wrap-up code. Table 7: asic CD call wrap-upgent state-change records SDR SDR2 SDR3 SDR4 5 (Talking) 6 (Work) gent is selected for call. gent answers call. Call ends. gent goes to Ready state. asic gent-ased Routing Call Call reaches a Unified CCX route point, executes a script, and selects agent. Cisco Unified Contact Center Express Report Developer Guide, Release.()

17 Interpret Database s Transfer to Route Point 2 System allocates agent for the call and rings agent s phone, and agent answers the call. Table 8: asic agent-based routing callgent state-change records SDR SDR2 SDR3 5 (Talking) gent is selected for call. gent answers call. Call ends. Table 9: asic agent-based routing callcall-related detail records ID qindex CCDR CRDR Overall queue information. CQDR Detailed information for the routing attempt (targettype = ; indicates agent-based routing). CDR gent and original call information. Table : asic agent-based routing callgent state-change records SDR SDR2 SDR3 5 (Talking) gent is selected for call. gent answers call. Call ends. Transfer to Route Point Call reaches a Unified CCX route point, executes a script, and queues for one CSQ. 2 System allocates agent for the call and rings agent s phone, and agent answers the call. 3 gent transfers the call to a Unified CCX route point. 4 Call executes a script, queues for one or more CSQs, and connects to agent. Cisco Unified Contact Center Express Report Developer Guide, Release.()

18 Conference to gent Interpret Database s 5 Server begins a new session and CCDR as soon as agent starts the consult call. 6 Server writes the CCDR for the consult call either when agent completes the transfer or when agent or the script terminates that call. Table : Transfer to route pointcall-related detail records ID qindex CCDR Transfer field will be. CRDR Overall queue information for the first segment of the call (before the transfer). CDR gent and original call information. CQDR Detailed queue information for the CSQ that is selected by the first route point s script. CCDR2 Consult call from agent to route point. CCDR3 Second leg of original call to new route point. CRDR3 Overall queue information for the second segment of the call (after the transfer). CQDR3 Queue information for second leg of call. CDR3 gent and original call information. Conference to gent Call reaches a Unified CCX route point, executes a script, and queues for one CSQ. 2 System allocates agent for the call and rings agent s phone, and agent answers the call. 3 gent calls another logged-in agent (agent ), and conferences agent into the original call. 4 Server begins a new session and CCDR as soon as agent starts the consult call. 5 Server writes the CCDR for the consult call either when agent completes the conference or when agent or agent terminates the consult call. 2 Cisco Unified Contact Center Express Report Developer Guide, Release.()

19 Interpret Database s Workflow Redirect to Route Point Note The server does not create a new CCDR or CRDR after the conference is completed. 2 n asterisk (*) indicates that another record has the same name, but the record is for a different agent. Table 2: Conference to agentcall-related detail records ID qindex CCDR Conference field will be. CRDR Overall queue information. CDR gent and original call information. CQDR Detailed queue information for CSQ (targettype = ; indicates CSQ-based routing). CCDR2 Consult call from agent to agent. CDR* gent and original call information. Workflow Redirect to Route Point Call reaches a Unified CCX route point. 2 Workflow for that route point redirects the call to a second route point. Table 3: Workflow redirect to route pointcall-related detail records ID CCDR Caller to first route point (redirect field will be ). CCDR2 Caller to second route point. CD Call Unanswered Call reaches a Unified CCX route point, executes a script, and queues for one or more CSQs. Cisco Unified Contact Center Express Report Developer Guide, Release.() 3

20 gent-to-gent Non-CD Call Interpret Database s 2 System allocates agent for the call and rings agent s phone, but agent does not answer the call within the timeout specified in the Select Resource or Connect step. 3 Call goes into queue and is presented to agent, who answers the call. Note n asterisk (*) indicates that another record has the same name, but the record is for a different agent. Table 4: CD call unansweredcall-related detail records ID qindex CCDR CRDR Overall queue information. CQDR Detailed queue information for the CSQ selected by the route point script. CDR gent information, ring time > and talk time =. CDR* gent information, talk time >. Table 5: CD call unansweredgent state-change records gent State Code SDR gent is selected for call. SDR2 2 (Not Ready) Server retrieves call from the agent's phone. SDR3 gent is selected for call. SDR4 5 (Talking) gent answers call. gent-to-gent Non-CD Call gent goes off-hook and calls agent. 2 gent answers, the two agents talk for a while, and agent hangs up. 4 Cisco Unified Contact Center Express Report Developer Guide, Release.()

21 Interpret Database s gent-to-gent Non-CD Call Transfer Table 6: gent-to-agent non-cd callcall-related detail records ID CCDR gent to agent information. Table 7: gent-to-agent non CD callgent state-change records gent State Code SDR 2 (Not Ready) gent goes off-hook. SDR2 2 (Not Ready) 3276 Call rings at agent s phone. SDR3 gent hangs up. SDR4 gent-to-gent Non-CD Call Transfer gent receives a non-cd call from an unknown party. 2 gent places a consult call to agent, agent answers the call, and agent completes the transfer. 3 gent then hangs up. Table 8: gent-to-agent non CD call transfercall-related detail records ID CCDR Unknown party to agent information (transfer field will be ). CCDR2 gent to agent information. CCDR3 Unknown party to agent information. Cisco Unified Contact Center Express Report Developer Guide, Release.() 5

22 gent-to-gent Non-CD Call Conference Interpret Database s Table 9: gent-to-agent non CD call transfergent state-change records gent State Code SDR 2 (Not Ready) 3276 First call rings at agent s phone. SDR2 2 (Not Ready) 3276 Consult call rings at agent s phone. SDR3 gent completes transfer. SDR4 gent hangs up. gent-to-gent Non-CD Call Conference gent receives a non-cd call from an unknown party. 2 gent places a consult call to agent, and agent answers the call. 3 gent establishes a conference; agent, agent, and the caller are in conversation. 4 gent hangs up. 5 gent hangs up. Table 2: gent-to-agent non-cd call conferencecall-related detail records ID CCDR Unknown party to agent information (conference field will be ). CCDR2 gent to agent information. Table 2: gent-to agent Non-CD call conferencegent state-change records gent State Code SDR 2 (Not Ready) 3276 First call rings at agent 's phone. SDR2 2 (Not Ready) 3276 Consult call rings at agent 's phone. SDR3 gent hangs up. SDR4 gent hangs up. 6 Cisco Unified Contact Center Express Report Developer Guide, Release.()

23 Interpret Database s CD Call lind Transfer CD Call lind Transfer gent is connected and talking to an incoming CD call. 2 gent puts the call on hold and places a consult transfer to agent. 3 gent completes the transfer and then agent answers. Table 22: CD call blind transfercall-related detail records ID qindex CCDR Original call and agent information (transfer field will be ). CRDR Overall queue information. CDR gent information. CQDR Queue information. CCDR2 gent and agent information. CCDR3 Original call and agent information. CDR3 gent information. Table 23: CD call blind transfergent state-change records gent SDR gent is selected for original call. SDR2 5 (Talking) gent answers. SDR3 gent calls agent, agent s phone rings. SDR4 gent competes the transfer. SDR5 5 (Talking) gent answers. SDR6 Caller hangs up. Cisco Unified Contact Center Express Report Developer Guide, Release.() 7

24 gent Places Consult Call and Resumes Call Interpret Database s gent Places Consult Call and Resumes Call gent is connected to an incoming CD call. 2 gent presses the Transfer button on the phone to initiate a consult call with agent. 3 gent receives a dial tone, drops the consult call, and resumes the incoming call. Table 24: gent places consult call then resumes callcall-related detail records ID qindex CCDR Original call and agent information. CRDR Overall queue information. CQDR Detailed queue information for CSQ (targettype = ; indicates CSQ-based routing). CDR Includes talk time both before and after the canceled consult call, and contains hold time for the duration of the canceled consult call. CCDR2 gent information, no called-party information. Table 25: gent places consult call then resumes callgent state-change records gent SDR gent is selected for original call. SDR2 5 (Talking) gent answers. SDR3 Caller hangs up. gent Consults gent and Resumes Call gent is connected to an incoming CD call. 2 gent puts that call on hold and initiates a consult transfer to agent. 3 gent answers, talks to agent for some time, and then hangs up without agent completing the transfer. 4 gent resumes the original call. 8 Cisco Unified Contact Center Express Report Developer Guide, Release.()

25 Interpret Database s asic Outbound Call ccepted Table 26: gent consults agent then resumes callcall-related detail records ID qindex CCDR Original call and agent information. CRDR Overall queue information. CQDR Detailed queue information for CSQ (targettype = ; indicates CSQ-based routing). CCDR2 gent to agent. CDR Includes talk time both before and after the consult call, and contains hold time for the duration of the canceled consult call. Table 27: gent consults agent then resumes Callgent state-change records gent SDR gent is selected for original call. SDR2 5 (Talking) gent answers. SDR3 gent calls agent, agent s phone rings. SDR4 5 (Talking) gent answers. SDR5 gent disconnects from consult call. SDR6 Caller disconnects original call. asic Outbound Call ccepted Call is presented to agent, and agent accepts the call. 2 System places the call from agent to the customer. Cisco Unified Contact Center Express Report Developer Guide, Release.() 9

26 asic Outbound Call Rejected and Later ccepted Interpret Database s Table 28: asic outbound call acceptedcall-related detail records ID CCDR CDR Call result is (voice). Table 29: asic outbound call acceptedgent state-change records SDR SDR2 SDR3 5 (Talking) gent is presented with outbound call. gent accepts call. Call ends. asic Outbound Call Rejected and Later ccepted Call is presented to agent, and agent rejects the call. 2 Call is then presented to agent, and agent accepts the call. 3 System places the call from agent to the customer. Table 3: asic outbound call rejected and later acceptedcall-related detail records ID CCDR CDR Call result is 9 (reject). CDR2 Call result is (voice). Table 3: asic outbound call rejected and later acceptedgent state-change records SDR gent is presented with outbound call. 2 Cisco Unified Contact Center Express Report Developer Guide, Release.()

27 Interpret Database s asic Outbound Call ccepted and Transferred to nother gent SDR SDR SDR2 SDR3 5 (Talking) gent rejects call. gent is presented with outbound call. gent accepts call. Call ends. asic Outbound Call ccepted and Transferred to nother gent Call is presented to agent, and agent accepts the call. 2 System places the call from agent to the customer. 3 gent transfers the call to agent. Table 32: asic outbound call accepted and transferred to another agentcall-related detail records ID CCDR CDR Call result is (voice). CCDR2 2 Consult call from agent to agent information. CCDR3 Outbound call at agent information. CDR2 Call result is 2 (transfer). Table 33: asic outbound call accepted and transferred to another agentgent state-change records SDR SDR2 SDR3 SDR SDR2 5 (Talking) 5 (Talking) gent is presented with outbound call. gent accepts call. gent transfers call to agent. gent is presented with outbound call. gent on outbound call. Cisco Unified Contact Center Express Report Developer Guide, Release.() 2

28 asic Outbound Call ccepted and Transferred to Route Point Interpret Database s SDR3 Call ends. asic Outbound Call ccepted and Transferred to Route Point Call is presented to agent, and agent accepts the call. 2 System places the call from agent to the customer. 3 gent transfers the call to a route point. 4 Call reaches a Unified CCX route point, executes a script, and queues for one CSQ. 5 System allocates agent for the call and rings agent s phone, and agent answers the call. Table 34: asic outbound call accepted and transferred to route pointcall-related detail records ID qindex CCDR CDR Call result is (voice). CCDR2 2 Consult call from agent to route point information. CCDR3 Outbound call is queued. CRDR Overall queue information. CQDR Detailed queue information for CSQ (targettype = ; indicates CSQ-based routing). CDR gent and original call information. Table 35: asic outbound call accepted and transferred to route pointgent state-change records SDR SDR2 SDR3 SDR 5 (Talking) gent is presented with outbound call. gent accepts call. gent transfers call to route point. gent is selected for call. 22 Cisco Unified Contact Center Express Report Developer Guide, Release.()

29 Interpret Database s Chat Scenarios SDR2 SDR3 5 (Talking) gent answers call. Call ends. Chat Scenarios Chat-Related Detail s Flow The following table presents an example of the general flow of detail records for incoming chat contacts. Table 36: General flow of detail records for incoming chat contacts Chat activity Contact reaches Unified CCX Contact is queued to a CSQ gent is allocated to the contact gent answers and contact is dequeued from CSQ Contact disconnects gent leaves Work state Detail record activity egins TCDR in memory. Writes SDR (usy). Collects TCQDR in memory. Collects TCDR, TCCDR. Writes TCCDR, TCDR, TCQDR, TCDR. Writes SDR (Ready). If the contact drops before agent is connected, TCQDR is collected and written when the contact disconnects. Chat Contact Unanswered Contact reaches Unified CCX and queues for one or more CSQs. 2 System allocates agent for the contact and offers the contact to the agent, but agent does not answer the contact within the configured timeout period. 3 Call goes into queue and is presented to agent, who answers the call. Cisco Unified Contact Center Express Report Developer Guide, Release.() 23

30 Scenarios Interpret Database s Table 37: Chat contact unanswered scenariochat-related detail records Contact is queued to a CSQ gent is allocated to the contact gent does not accept the contact Contact is requeued to CSQ Contact is allocated to a different agent gent answers and contact is dequeued from the CSQ Contact disconnects gent leaves Work state Writes SDR (usy). Writes SDR (Not Ready). Collects TCDR. Writes SDR (usy). Collects TCQDR in memory. Collects TCDR2, TCCDE. Writes TCDR, TCDR2, TCDR, TCQDR, TCCDR. Writes SDR (Ready). Scenarios -Related Detail s Flow The following table presents an example of the general flow of detail records for incoming messages. Note Login and Logout states are considered to be complete immediately, so the start time and stop time are the same. Table 38: General flow of detail records for incoming Interactive Call Distribution (ICD) activity gent logs in gent goes to Ready state Detail ctivity Creates EEMESDR and updates start time and end time for Login state. Creates EEMESDR and updates start time for Not Ready state. Updates EEMESDR to add end time for Not Ready state. Creates EEMESDR and updates start time for Ready state. 24 Cisco Unified Contact Center Express Report Developer Guide, Release.()

31 Interpret Database s asic Incoming with a Response Sent activity reaches CSQ inbox System selects agent and assigns the message gent sends response gent goes to Not Ready state gent logs out Detail ctivity Creates EEMCEDR for the message. Creates EEMQDR for the message, and the CSQ that the message is initially routed to. Updates EEMQDR to add assigned agent and time. Updates EEMESDR to add end time for Ready state. Creates EEMESDR and updates start time for Processing state. Updates EEMQDR to include final disposition of the . Updates EEMCEDR to include final disposition of the . Updates EEMESDR to add end time for Processing state. Creates EEMESDR and updates start time for Ready state. Updates EEMESDR to add end time for Ready state. Creates EEMESDR and updates start time for Not Ready state. Updates EEMESDR to add end time for Not Ready state. Creates EEMESDR and updates start time and end time for Logout state. asic Incoming with a Response Sent message arrives in the inbox that is associated with a CSQ, and is then moved and assigned to that CSQ. 2 System allocates agent for the message, the message appears on agent s desktop, and agent sends a response. Table 39: asic incoming -related detail records CED ID QD EEMCEDR information including incoming and final disposition information. EEMQDR 2 information relating to the one appearance in the queue. Cisco Unified Contact Center Express Report Developer Guide, Release.() 25

32 Requeued Interpret Database s Table 4: asic incoming -related state-change records EEMESDR EEMESDR2 4 ( Processing) 3 ( Ready) gent receives message. gent sent response. Requeued message arrives in the inbox that is associated with a CSQ, and is then moved and assigned to that CSQ. 2 System allocates agent for the message, the message appears on agent s desktop, and agent goes to Not Ready state and requeues the message. 3 message is then allocated to agent, and agent sends a response. Table 4: re-queued -related detail records CED ID QD EEMCEDR information including incoming and final disposition information. FinalDispositionTypeFK will be 5 for sent messages. EEMQDR 2 information relating to the first appearance in the queue. EndTypeFK will be 8 (Requeued). EEMQDR2 2 information relating to the first appearance in the queue. ReceivedFK will be 8 for requeued and EndTypeFK will be 5 for sent messages. Table 42: re-queued -related state-change records gent EEMESDR 4 ( Processing) gent receives the message. EEMESDR2 2 ( Not Ready) gent selects Not Ready state before requeuing message. EEMESDR3 4 ( Processing) gent receives message. EEMESDR4 3 ( Ready) gent sent response. 26 Cisco Unified Contact Center Express Report Developer Guide, Release.()

33 Interpret Database s Transferred to Different CSQ Transferred to Different CSQ message arrives in the inbox that is associated with CSQ, and is moved and assigned to that CSQ. 2 System allocates agent for the message, the message appears on agent s desktop, and agent decides it does not belong to that CSQ and transfers it to CSQ2. 3 message is then allocated to agent, and agent deletes the message. Table 43: transferred to different CSQ -related detail records CED ID QD CSQ ID EEMCEDR 2 information including incoming and final disposition information. FinalDispositionTypeFK will be 6 for Deleted messages. The CSQ ID will be initially, but will be updated to 2 when transferred. EEMQDR 2 information relating to the first appearance in the queue. EndTypeFK will be 7 (Transferred). EEMQDR information relating to the first appearance in the queue. ReceivedFK will be 7 for transferred and EndTypeFK will be 6 for deleted. Table 44: transferred to different CSQ -related state change records gent EEMESDR 4 ( Processing) gent receives message. EEMESDR2 2 ( Ready) gent receives message. EEMESDR3 4 ( Processing) gent receives message. EEMESDR4 3 ( Ready) gent receives message. Cisco Unified Contact Center Express Report Developer Guide, Release.() 27

34 Transferred to Different CSQ Interpret Database s 28 Cisco Unified Contact Center Express Report Developer Guide, Release.()