Cisco Unified Contact Center Express Report Developer Guide, Release 11.6(1)

Transcription

1 Cisco Unified Contact Center Express Report Developer Guide, Release.6() First Published: 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) 27 Cisco Systems, Inc. ll rights reserved.

3 CONTENTS Preface Preface v Change History v bout This Guide v udience v Conventions vi Related Documents vii Documentation and Support viii Documentation Feedback viii CHPTER Introduction Overview Common Terms 2 CHPTER 2 Create Custom Reports 5 Overview 5 How to Create Custom Reports 5 Create Unified CCX Data Source 6 Create Custom Stored Procedure 7 CHPTER 3 Interpret Database s 9 Overview 9 Call Scenarios 9 Call-Related Detail s Flow asic CD Call Queues for One CSQ asic CD Call Queues for Two CSQs asic CD Call Wrap-Up 2 asic gent-ased Routing Call 2 Cisco Unified Contact Center Express Report Developer Guide, Release.6() iii

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

5 Preface Change History, page v bout This Guide, page v udience, page v Conventions, page vi Related Documents, page vii Documentation and Support, page viii Documentation Feedback, page viii Change History This table lists changes made to this guide. Most recent changes appear at the top. Change See Initial Release of Document for Release.6() Date ugust 27 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.6() v

6 Conventions Preface Conventions This manual uses the following conventions. Convention boldface font Description oldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example: Choose Edit > Find Click Finish. italic font Italic font is used to indicate the following: To introduce a new term. Example: skill group is a collection of agents who share similar skills. For emphasis. Example: Do not use the numerical naming convention. n argument for which you must supply values. Example: IF (condition, true-value, false-value) book title. Example: See the Cisco Unified Contact Center Express Installation Guide. window font Window font, such as Courier, is used for the following: Text as it appears in code or information that the system displays. Example: <html><title> Cisco Systems,Inc. </title></html> File names. Example: tserver.properties. Directory paths. Example: C:\Program Files\dobe string [ ] Nonquoted sets of characters (strings) appear in regular font. Do not use quotation marks around a string or the string will include the quotation marks. Optional elements appear in square brackets. vi Cisco Unified Contact Center Express Report Developer Guide, Release.6()

7 Preface Related Documents Convention { x y z } [ x y z ] < > Description lternative keywords are grouped in braces and separated by vertical bars. Optional alternative keywords are grouped in brackets and separated by vertical bars. ngle brackets are used to indicate the following: For arguments where the context does not allow italic, such as SCII output. character string that the user enters but that does not appear on the window such as a password. ^ The key labeled Control is represented in screen displays by the symbol ^. For example, the screen instruction to hold down the Control key while you press the D key appears as ^D. Related Documents Document or Resource Cisco Unified Contact Center Express Documentation Guide cisco.com site for Cisco Unified CCX documentation cisco.com site for Cisco Unified Intelligence Center documentation cisco.com site for Cisco Finesse documentation cisco.com site for Cisco SocialMiner documentation cisco.com site for Cisco Mediasense documentation cisco.com site for Cisco Unified CCX Virtualization Information Link products_documentation_roadmaps_list.html products_support_series_home.html support_series_home.html support_series_home.html socialminer/tsd-products-support-series-home.html mediasense/tsd-products-support-series-home.html uc_system/virtualization/ virtualization-cisco-unified-contact-center-express.html Cisco Unified Contact Center Express Report Developer Guide, Release.6() vii

8 Documentation and Support Preface Document or Resource cisco.com site for Cisco Unified CCX Compatibility Information Link unified-contact-center-express/ products-device-support-tables-list.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: contactcenterproducts_docfeedback@cisco.com viii Cisco Unified Contact Center Express Report Developer Guide, Release.6()

9 CHPTER Introduction Overview, page Common Terms, page 2 Overview Cisco Unified Intelligence Center is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Historical, Real-time, and Live Data reporting and dashboards. Unified Intelligence Center serves the following primary purposes: Obtains data from the base solution's database. The base solution can be any of the Contact Center products. llows you to create custom queries to obtain specific data. Customizes the visual presentation of the reports. Customizes the data presented in the reports. llows different groups of people to view specific data based on their roles. s a reporting user, you can use the new Unified Intelligence Center page to perform the following tasks: Create, edit, and manage Dashboards. Create, edit, run, and manage Reports. Filter data in a report. View permalink for Dashboards and Reports. Set sharing permissions for Dashboards and Reports. Select locale for the Unified Intelligence Center. Search for Dashboard and Report. Mark Dashboards and Reports as favorites. View the personal list of favorites for Dashboards and Reports. Cisco Unified Contact Center Express Report Developer Guide, Release.6()

10 Common Terms Introduction To perform the following tasks, you are re-directed to the Cisco Unified Intelligence Center legacy interface. Schedule reports to run at selected intervals. Creating and viewing; Report Definition Data Source Value List and Collections Users and Permissions (Security) Note You can export reports or report folders only from the legacy interface. To access the legacy interface, click any of these drawers from the new interface. 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 (Historical Reports) and Streaming (Live-Data Reports). 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. 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 and gauge. Each view can have its own set of fields. single report can have multiple views. 2 Cisco Unified Contact Center Express Report Developer Guide, Release.6()

11 Introduction Common Terms Report Help You can attach a help page specifically for your report. Cisco Unified Contact Center Express Report Developer Guide, Release.6() 3

12 Common Terms Introduction 4 Cisco Unified Contact Center Express Report Developer Guide, Release.6()

13 CHPTER 2 Create Custom Reports Overview, page 5 How to Create Custom Reports, page 5 Create Unified CCX Data Source, page 6 Create Custom Stored Procedure, page 7 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 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 Unified Intelligence Center, see the Installation and Upgrade Guide for Cisco Unified Intelligence Center, located at: ttention Note You cannot create custom Live Data reports. The Do Not Call field is no longer available in Unified CCX.() release onward. While upgrading to Unified CCX., report will not be generated if the Do Not Call column is present in the custom report. You can generate the report by removing the Do Not Call column from the custom reports in Unified CCX.(). How to Create Custom Reports The following table describes the task flow to create a new Historical report: Cisco Unified Contact Center Express Report Developer Guide, Release.6() 5

14 Create Unified CCX Data Source Create Custom Reports Table : Task Flow to Create Custom Reports Sequence Task Where performed Reference Create Unified CCX datasource Standalone Unified Intelligence Center See Create Unified CCX Data Source, on page 6. See the "Standalone Cisco Unified Intelligence Center Configuration" section of the Cisco Unified Contact Center Express dministration and Operations Guide, located at: ps846/products_installation_and_configuration_ guides_list.html. 2 Create custom stored procedure Unified CCX See Create Custom Stored Procedure, on page 7. 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, 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, 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 Contact Center Express dministration and Operations 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. 6 Cisco Unified Contact Center Express Report Developer Guide, Release.6()

15 Create Custom Reports Create Custom Stored Procedure 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 Step 2 Step 3 Set the password for the Historical Reporting User. 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 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 Note Perform the following steps for both Unified CCX nodes, if applicable. The Unified CCX database schema details are described in the Database Schema Guide for Cisco Unified CCX and Cisco Unified IP IVR, located at: products-technical-reference-list.html. Cisco Unified Contact Center Express Report Developer Guide, Release.6() 7

16 Create Custom Stored Procedure Create Custom Reports 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 5. 8 Cisco Unified Contact Center Express Report Developer Guide, Release.6()

17 CHPTER 3 Interpret Database s Overview, page 9 Call Scenarios, page 9 Chat Scenarios, page 27 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. 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: uto-work is disabled for incoming utomatic Call Distribution (CD) calls. uto-available is enabled for agents. Cisco Unified Contact Center Express Report Developer Guide, Release.6() 9

18 Call-Related Detail s Flow Interpret Database s 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 s 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. Table 3: asic CD Call Queues for One CSQCall-Related Detail s ID qindex CCDR CRDR Overall queue information. Cisco Unified Contact Center Express Report Developer Guide, Release.6()

19 Interpret Database s asic CD Call Queues for Two CSQs ID qindex 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 s SDR SDR2 SDR3 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 s 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). CDR gent and original call information. Cisco Unified Contact Center Express Report Developer Guide, Release.6()

20 asic CD Call Wrap-Up Interpret Database s 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 s 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 s SDR SDR2 SDR3 SDR4 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. 2 System allocates agent for the call and rings agent s phone, and agent answers the call. Table 8: asic gent-ased Routing Callgent State-Change s SDR gent is selected for call. 2 Cisco Unified Contact Center Express Report Developer Guide, Release.6()

21 Interpret Database s Transfer to Route Point SDR2 SDR3 gent answers call. Call ends. Table 9: asic gent-ased Routing CallCall-Related Detail s 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 gent-ased Routing Callgent State-Change s SDR SDR2 SDR3 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. 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. Cisco Unified Contact Center Express Report Developer Guide, Release.6() 3

22 Conference to gent Interpret Database s Table : Transfer to Route PointCall-Related Detail s 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. 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. 4 Cisco Unified Contact Center Express Report Developer Guide, Release.6()

23 Interpret Database s Workflow Redirect to Route Point Table 2: Conference to gentcall-related Detail s 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 s 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. 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. Cisco Unified Contact Center Express Report Developer Guide, Release.6() 5

24 gent-to-gent Non-CD Call Interpret Database s 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 s 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 s 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 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. Table 6: gent-to-gent Non-CD CallCall-Related Detail s ID CCDR gent to agent information. 6 Cisco Unified Contact Center Express Report Developer Guide, Release.6()

25 Interpret Database s gent-to-gent Non-CD Call Transfer Table 7: gent-to-gent Non-CD Callgent State-Change s 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-gent Non-CD Call TransferCall-Related Detail s ID CCDR Unknown party to agent information (transfer field will be ). CCDR2 gent to agent information. CCDR3 Unknown party to agent information. Table 9: gent-to-gent Non-CD Call Transfergent State-Change s 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. Cisco Unified Contact Center Express Report Developer Guide, Release.6() 7

26 gent-to-gent Non-CD Call Conference Interpret Database s gent State Code 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-gent Non-CD Call ConferenceCall-Related Detail s ID CCDR Unknown party to agent information (conference field will be ). CCDR2 gent to agent information. Table 2: gent-to gent Non-CD Call Conferencegent State-Change s 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. CD Call Consult 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. 8 Cisco Unified Contact Center Express Report Developer Guide, Release.6()

27 Interpret Database s CD Call lind Transfer to gent Extension(CD/Non-CD) 3 gent completes the transfer and then agent answers. Table 22: CD Call Consult TransferCall-Related Detail s 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 Consult Transfergent State-Change s gent SDR gent is selected for original call. SDR2 gent answers. SDR3 gent calls agent, agent s phone rings. SDR4 gent competes the transfer. SDR5 gent answers. SDR6 Caller hangs up. CD Call lind Transfer to gent Extension(CD/Non-CD) gent is connected and talking to an incoming CD call. 2 gent places a blind transfer to agent 's extension. 3 gent answers, gent moves to Ready state. Cisco Unified Contact Center Express Report Developer Guide, Release.6() 9

28 CD Call lind Transfer to Route Point Interpret Database s Table 24: CD Call lind Transfer to gent Extension-Call-Related Detail s ID qindex CCDR - Contact and agent information. CRDR Overall queue information of CSQ of incoming ICD call. CDR gent information. CQDR Queue information. CDR2 gent information. Table 25: CD Call lind Transfer to gent extension - gent State-Change s gent SDR gent is selected for original call. SDR2 gent answers. SDR3 gent initiates blind transfer to agent, agent 's phone rings. SDR4 gent after blind transfer. SDR5 gent answers. SDR6 Caller hangs up. CD Call lind Transfer to Route Point gent is connected and talking to an incoming CD call. 2 gent initiates a blind transfer to a route point. 3 gent answers, gent moves to Ready state. 2 Cisco Unified Contact Center Express Report Developer Guide, Release.6()

29 Interpret Database s gent Places Consult Call and Resumes Call Table 26: CD Call lind Transfer to Route Point - Call-Related Detail s ID qindex CCDR Contact and agent information. CRDR Overall queue information of CSQ of incoming ICD call. CDR gent information. CQDR Queue information. CDR2 gent information. CQDR2 Queue information. CRDR2 Overall queue information for CSQ after blind transfer is initiated. Table 27: CD Call lind Transfer to Route Point - gent State-Change s gent SDR gent is selected for original call. SDR2 gent answers. SDR3 gent initiates blind transfer to agent, agent 's phone rings. SDR4 gent after blind transfer. SDR5 gent answers. SDR6 Caller hangs up. 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. Cisco Unified Contact Center Express Report Developer Guide, Release.6() 2

30 gent Consults gent and Resumes Call Interpret Database s Table 28: gent Places Consult Call Then Resumes CallCall-Related Detail s 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 29: gent Places Consult Call Then Resumes Callgent State-Change s gent SDR gent is selected for original call. SDR2 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. Table 3: gent Consults gent Then Resumes CallCall-Related Detail s ID qindex CCDR Original call and agent information. 22 Cisco Unified Contact Center Express Report Developer Guide, Release.6()

31 Interpret Database s asic Outbound Call ccepted ID qindex 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 3: gent Consults gent Then Resumes Callgent State-Change s gent SDR gent is selected for original call. SDR2 gent answers. SDR3 gent calls agent, agent s phone rings. SDR4 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. Table 32: asic Outbound Call cceptedcall-related Detail s ID CCDR CDR Call result is (voice). Cisco Unified Contact Center Express Report Developer Guide, Release.6() 23

32 asic Outbound Call Rejected and Later ccepted Interpret Database s Table 33: asic Outbound Call cceptedgent State-Change s SDR SDR2 SDR3 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 34: asic Outbound Call Rejected and Later cceptedcall-related Detail s ID CCDR CDR Call result is 9 (reject). CDR2 Call result is (voice). Table 35: asic Outbound Call Rejected and Later cceptedgent State-Change s SDR SDR SDR SDR2 SDR3 gent is presented with outbound call. gent rejects call. gent is presented with outbound call. gent accepts call. Call ends. 24 Cisco Unified Contact Center Express Report Developer Guide, Release.6()

33 Interpret Database s asic Outbound Call ccepted and Transferred to nother gent 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 36: asic Outbound Call ccepted and Transferred to nother gentcall-related Detail s 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 37: asic Outbound Call ccepted and Transferred to nother gentgent State-Change s SDR SDR2 SDR3 SDR SDR2 SDR3 gent is presented with outbound call. gent accepts call. gent transfers call to agent. gent is presented with outbound call. gent on outbound call. 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. Cisco Unified Contact Center Express Report Developer Guide, Release.6() 25

34 asic Outbound Call ccepted and Transferred to Route Point Interpret Database s 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 38: asic Outbound Call ccepted and Transferred to Route PointCall-Related Detail s 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 39: asic Outbound Call ccepted and Transferred to Route Pointgent State-Change s SDR SDR2 SDR3 SDR SDR2 SDR3 gent is presented with outbound call. gent accepts call. gent transfers call to route point. gent is selected for call. gent answers call. Call ends. 26 Cisco Unified Contact Center Express Report Developer Guide, Release.6()

35 Interpret Database s Chat Scenarios 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 4: General Flow of Detail s 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. Table 4: Chat Contact Unanswered ScenarioChat-Related Detail s Contact is queued to a CSQ gent is allocated to the contact gent does not accept the contact Contact is requeued to CSQ Writes SDR (usy). Writes SDR (Not Ready). Collects TCDR. Cisco Unified Contact Center Express Report Developer Guide, Release.6() 27

36 Chat Contact Unanswered Interpret Database s 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). Collects TCQDR in memory. Collects TCDR2, TCCDE. Writes TCDR, TCDR2, TCDR, TCQDR, TCCDR. Writes SDR (Ready). 28 Cisco Unified Contact Center Express Report Developer Guide, Release.6()