Document Number: 00250 Page 1 of 28 Authors: Jeff Lee Nadine Terrell Document Title: CUIC Historical Reporting User Guide Current Version: 1.0 Date: 03/10/15 CUIC Historical Reporting - End User Guide
CONTENTS LOGIN 3 LOGOUT 4 OVERVIEW 5 RUNNING REPORTS 6 SCHEDULING REPORTS 9 CREATING AND SCHEDULING DASHBOARDS 12 REPORT DESCRIPTIONS 18 GLOSSARY AND REPORT DEFINITIONS 22 DATA RECONCILIATION AMONG REPORTS 27 2
Login 1) To connect to the new Historical Reporting Application (CUIC) enter one of the following: If your call center is on the campus go to: https://10.69.7.46:8444/cuic/main.htmx into your web browser. If your call center is on the medical center go to: https://10.69.4.22:8444/cuic/main.htmx into your web browser. 2) Below is the login page. Enter your Username and Password (this is the Historical Reporting ID you have used in the previous version). Then click on the Log In button: 3) Below is the default page you will see once you are logged in: 3
Logout To logout from the historical reporting go to the top right of the default page. Then click on the Log Out 4
Overview The following is an explanation of the overview. 1. Overview button. It will take you to the home page. 1a) This is where you will see your button selection displayed. 2. Dashboard button. This will take you to the dashboard page where you can create, edit, save, and share dashboards you have control of. 3. Report button. This will take you to the reports page where you can run, schedule, email, export, edit, and configure custom reports. 4. Data Sources button. This will take you to the data sources page where you can see which database(s) are configured. 5. Value List button. This will take you to the value list page where you can create, edit, and view the current values. This is for users who understand SQL queries. 6. Security button. This will take you to the security page where you can view the current user list and permissions they have in CUIC. Only VoIP Engineers have access to alter user accounts and permissions. 7. Scheduler button. This will take you to the schedule page where you can create, edit, delete, enable, disable, and run scheduled reports. 8. This is where any open tabs will show up. You can click on the one you want to make it active. 5
Running Reports Purpose This section will show you how to run historical reporting in the Cisco Unified Intelligence Center environment (referred to as CUIC). 1) To run a historical report click on the Reports button in the left column [1]. As you can see below [2] is the current tabs opened in your session. Drill down to [3] to open Inbound reports. This is the collection of all stock reports [4] that you have access to: 6
2) Find the report you want to run and right-click on it [1]. Select Run from the menu [2] and your report options will open up in another tab: 7
3) Below are your reporting options. In box [1] you can choose the interval parameter. Relative Date Range can be for Today, Yesterday, etc. This is the type of range you want to use for scheduled reports because it is not tied to a specific date, it is a recurring date range. Select the Relative Date Range you want and then select the time range for start on the left and end on the right. Choose Absolute Date Range if you want a specific time and date range for a report. This option is going to ask for a start and end date as well as a start and end time. In box [2] you can choose the available Call Service Queues (CSQ) that you want to see in the report. Click on the CSQ and use the single arrow [3] to move it to the Selected box. Note: you can use Shift + left mouse click to select a range of CSQ s or Ctrl + left mouse click to individually select multiple CSQ s and then use the double arrow [3] to move multiple CSQ s to the Selected box. Once you have the options set click on Run [5] to run the report. 8
4) Below is a CSQ Agent Summary Report for the Voip TEST CSQ: 5) The following is an explanation of the report. 1. This is the Save button. You cannot save over an existing stock report. 2. This is the Save As button. You can save this as a custom report so you can edit, run, or view it at a later time. 3. This is the Edit button. You can only edit custom reports. 4. This is the Print button. This will allow you to print the current report. 5. This is the Filter button. This will allow you to change the report parameters. 6. This is the SQL button. This will show you the current reports SQL query. 7. This is the Refresh button. This will refresh the current report. 8. This is the Pop Out button. This will open the current report in its own window showing just the report. 9. This is the Export button. This will allow you to export the report in Microsoft Excel format. 10. This is the report area. It will show all the requested data. 11. This is the current type of report view. Depending on the report you will see different types of views for the report. This could be charts, graphs, as well as reports. 9
6) Now that you have the type of report you want, click on the Save As button and fill out the information as below: Make sure you choose the Custom folder destination for the Report Category. You have now saved a custom report that you can run on a regular basis (just change the filter to the date and time you need). 10
Scheduling Reports Purpose This section will show you how to use the Cisco Unified Intelligence Center (CUIC) portal to schedule and email reports. 1) Once logged into the CUIC portal choose Scheduler from the drawer [1] on the left pane. To create a scheduled report click on Create using either button [2]. 2) From the General Settings tab enter a name for your scheduled report [1]. Select the type of report [2] you want. Check the Set Filter box [3] and then click on the Set filtering criteria [4] if you don t want to use the default filter. Set the duration for the scheduled report [5], the recurrence [6], and the frequency [7] of the scheduled report. 11
3) Go to the Email tab [1] and click on the Add button [2]. In the window enter the email address you want to send the report to then click OK. You can add multiple email addresses by using the Add field for each addressee. Select the View [3] and change the Email Subject [4] if you want. Set the Email File Type to either inline HTML, XLS (zipped), or PDF and choose the Orientation [5]. 4) Once you click on the Save button you will be brought to the Schedule List. You can check the status of the scheduled report, when it was last run, whether or not it was successful, edit the schedule, or enable and disable it from here. It may take a few minutes for the server to let you know the report was run. 12
Creating and Editing Dashboards Purpose This section will show you how to create and edit dashboards in the Cisco Unified Intelligence Center (CUIC). 1) Once logged into the CUIC portal choose Dashboards from the drawer [1] on the left pane. A new tab [2] will open up and show you the available dashboards. Right-click on Dashboards [3] and select Create Dashboard [4] from the drop down menu. 13
2) Type in a name for your dashboard [1]. And then click on OK [2]. 3) Your new dashboard will now show up in the list. You can click on it in the tab list or from the drawer on the left pane to open it. 14
4) To create items for your dashboard click on the Add button. 5) Give your dashboard a name [1]. Choose the item type [2] from the drop down menu. You can adjust the size and location of the item [3] (you will be able to resize and relocate the item once it is on the dashboard). The content menu will change depending on which item you choose to display [4], and this is where you choose the content. Once you are finished click on OK [5] to create the dashboard item. 15
Here is the list of dashboard types from the drop down menu: 6) If you have chosen a Report you will get the below window. Configure the Interval [1] and select the parameters [2] and then click on the Run button [3]. 16
7) Your new dashboard item will show up in the dashboard view. Make sure you click on Save [1] so your new item will be there every time you open up the dashboard. You can click on Pop Out [2] to open the dashboard in a window that only shows the dashboard itself. You can check or un-check the Auto Refresh to automatically refresh the data. If you want to edit, minimize or close the current item you can click on the icons [4]. 8) To create a Sticky note click on the Add button in you dashboard. Type in a name for it [1], select Sticky Note [2] from the drop down menu and fill in the content [3]. You can resize the note using [4]. Once you are done click on OK [5] and your note will show up on your dashboard. 17
9) Once your note is on the dashboard you can edit, minimize, or close it using [1]. To resize it (or any item on the dashboard) you can use the lower right handle [2]. You can move the items by dragging the title bar as you would any window. NOTE: Make sure to save your dashboard each time you make a change! You now are able to return to this dashboard at any time to view it. Report Descriptions Note1: Charts must be generated separate from the report. Note2: Interval reports do not have a grand total. Abandoned Call Detail Activity Report provides information about calls that are abandoned during the report period. This report shows detailed information about each abandon call. A call is abandoned if it is not answered by an agent and the caller hangs up or is disconnected. Agent Call Summary Report shows a summary of the calls that an agent makes and receives during the report period. This report shows, for each agent specified, summary information about each call that was received (an inbound call) and each call that was made (an outbound call) by the agent. For inbound ACD calls, this report shows the average time that the agent spent in Talk state, Work state, and on hold. For non-acd calls, this report shows the average and maximum talk time for the agent. For outbound calls, this report shows the average and maximum call time for the agent. This report also shows the number of calls transferred to the agent and transferred out (to 18
19 another telephone number or another agent) by the agent, and the number of conference calls in which the agent participated. Agent Login Logout Activity Report shows detailed information about the login and logout activities of each agent. This report contains detailed information about the login and logout activities of agents. For each agent, it shows the login date and time and the logout date and time for each login session during the report period, and the reason code that an agent entered when logging out. This report also shows the duration of each login session, and the total login time for all login sessions. Agent State Detail Report shows information about the time each agent went to and spent in an agent state, and the reason why the agent went to Logout state or went to Not Ready state during the report period. This report shows detailed information about when the agent changed from one state to another. For each agent specified, this report shows the date and time of each state change, the name of the state changed to, the reason code, if any, for the change to Logout state or Not Ready state, and the length of time spent in each state. Agent State Summary Report (by Agent) shows information about the length and percentage of time that agents spent in each agent state, grouped by agent name. This report shows, for each agent specified, the length and percentage of time that the agent spent in each of the following agent states: Not Ready, Ready, Reserved, Talk, and Work. This report also shows the total length of time that each agent was logged in. Agent State Summary Report (by Interval) shows information about the length and percentage of time that agents spent in each agent state, grouped by 30- or 60-minute intervals within the report period. In this case, the report will include a summary line for each interval that shows the length and percentage of time that all agents spent in each of the agent states during the interval. Agent Summary Report shows summary statistics about the activities of each agent, including call and agent state activities. Application Performance Analysis Report shows summary information about calls received by each ACD or IP IVR (menu options) application. This report shows information about calls presented to, handled by, and abandoned from each ACD or IP IVR (menu options) application. Application Summary shows summary call statistics for each ACD or IP IVR (menu options) application. This report includes information for presented,
handled, abandoned, flow-in, and flow-out calls. It also includes information about call talk time, work time, and abandon time. Common Skill Contact Service Queue Activity Report (by Interval) shows the contact service queue activity during the report period, grouped by intervals. The CSQs are configured with the same skill and are summarized. This report shows summary information about calls presented, calls handled, and calls abandoned for each group of CSQs. (Such a group consists of CSQs that are configured with the same skill or skills and with difference competence levels.) Contact Service Queue Call Distribution Summary Report shows the call distribution information for each contact service queue. This report shows the number and percentage of calls handled and dequeued in four different time intervals. The time interval lengths can be configured by users. Called Number Summary Activity Report shows the called number summary activity during the report period. It includes information for calls to ACD and IP IVR (menu options) applications and for calls to agents. The report as no filter and displays call activity for all numbers associated with a CSQ and all lines listed on an agent phone. It shows information about each number dialed by an inside or outside caller. Contact Service Queue Activity Report shows the contact service queue activity during the report period. This report shows a summary of calls presented to, handled by, abandoned from, and dequeued from each CSQ. It also shows calls handled by workflows in other CSQs, and average and maximum time information for calls handled, calls abandoned, and calls dequeued. CSQ-Agent Summary Report displays the statistics for the calls that are handled by agents for each CSQ. An agent can handle calls for multiple CSQs. This report shows, for each agent, information about calls handled in each CSQ. For each agent, the report includes the average and total talk time for handled calls, average and total work time after calls, total ring time of calls presented, number of calls put on hold, average and total hold time for calls put on hold, and number of unanswered calls. Contact Service Queue Activity Report (by CSQ) shows the contact service queue activity during the report period, grouped by CSQs. This report shows information about service levels, and about the number and percentage of calls presented, handled, abandoned, and dequeued. It also can show information for each 30-minute or 60-minute interval within the report period. 20
Table of Schedule Types Glossary and Report Definitions ACD Conference The total number of inbound ACD conference calls in which the agent participated. ACD Transfer-In The total number of ACD calls transferred to the agent. ACD Transfer-Out The total number of ACD calls transferred out by the agent. Agent Name (Agent_ID) Agent name is the name of the agent, if any, who was presented with the call before the call was abandoned. The string in parentheses displays the login ID of the agent. Agents An agent is the person who handles incoming customer calls for a business unit. A call center agent might handle account inquiries, appointment scheduling, 21
customer complaints, or support issues. An agent can answer can answer calls for different CSQs at different skill level, but can only be assigned to one team. Agent State The state of the agent (Login, Logout, Not Ready, Ready, Reserved, Talk, or Work). Application An application is the ignition, which starts and stops the Contact Service Queue (CSQ) or menu selection where callers route to phone numbers or a CSQ. Application reports provide statistics for call flow through this component. Application ID The identification number that the system assigned to the application. Automatic Call Distributor (ACD) Automatic call distribution or ACD is the automated process of a call center that manages incoming calls and direct calls to agents based on a set of instructions and the number called. Avg Speed Answer Average speed to answer is calculated as queue time divided by number of calls. Calls that do not connect to an agent are not included in this calculation. Average Time to Abandon Time to abandon is the duration from the time when the call comes to the system until the time when the call is abandoned. Average time to abandon is the average value for the calls abandoned during the report range. Call ANI Call automatic number identification or ANI is the telephone number that the caller is calling from. Call Center A call center is a centralized office where customer and other calls are managed. Call Abandon Time Call abandon time is the date and time the call was abandoned. Calls Abandon Calls abandon are those contacts who hang before being routed to and answered by an agent. Calls Dequeued Calls dequeued are calls transferred from the queue to another phone number or calls handled by another CSQ, such as call overflow. Calls Handled Call handled are the calls answered or processed by the application, such as transfers to other number numbers in menu selections. Called Number Called number is the telephone number that the caller dialed. 22
Calls Presented Calls presented is the count of inbound calls to the application or CSQ or to an agent. These calls can be direct dials, transfers, or overflow from another CSQ. Report formula is Calls Presented = Calls Dequeued + Calls Answered + Calls Abandon + Calls Handled. Calls Routed CSQ Calls routed CSQ is the name of one of the CSQs to which the call was queued. Displays to indicate there are more than one CSW to which the call was abandoned. Call Skills The skills groups associated with the CSQ where the call was routed or handled. A call is handled if a caller is connected to an agent. Call Start Time Call start time is the date and time that the call started. Call Type Call types are Inbound ACD, Inbound non-acd, Outbound on agent line (IPCC), Outbound on non-agent line (non-ipcc), Transfer-In, Transfer-Out, and Conference. Contact A contact is someone who calls or contacts a call center. Contact Service Queue A contact service queue or CSQ is the brains behind the ACD operation. A CSQ is a set of instructions for call rerouting through the queue and to the agents. CSQ reports provide statistics for call routing through this workflow script. Directory Number (DN) DN or directory number is the telephone number of the caller. Extension or Extension IPCC / Non-IPCC Extension IPCC is the ACD agent line assigned to the agent during the report period. Non-IPCC is the non-acd agent extension. If the number of calls to/from the non-ipcc extension is zero, then this field is blank. Final Call Priority Final call priority is the priority (from 1 for lowest to 10 for highest) of the call when it was abandon. Flow-In The number of calls redirected to this application from another application via a workflow. This count does not include calls that come from another agent or an external system such as a voice mail system. Flow-Out The number of calls that this application sent to another application or external destination without being handled by an agent. 23
Handle Ratio The number of calls that the agent handled (answered) divided by the number of calls presented (sent) to the agent. Hold Time Hold time is the total time an ACD call was on hold. Inbound ACD-Total The total number of ACD calls received by the agent. Inbound ACD-Avg Talk / Hold / Work Statistic for ACD calls received that shows the average time that the agent spent in Talk state, on hold, and in Work state. Inbound Non-ACD on IPCC-Total The total number of non-acd calls received by the agent on the IPCC or agent extension. This number includes calls made by other agents and by outside parties. Inbound Non-ACD on IPCC-Avg / Max Talk Time Statistic for non-acd calls received on the IPCC or agent extension that shows the average time that the agent spent talking, and the longest time that the agent spent talking for any one call. Inbound Non-ACD on non-ipcc-total - The total number of non-acd calls received by the agent on the non-agent extension. This number includes calls made by other agents and by outside parties. Inbound Non-ACD on non-ipcc-avg / Max Talk Time Statistic for non-acd calls received on the non- agent extension that shows the average time that the agent spent talking, and the longest time that the agent spent talking for any one call. Initial Call Priority Initial call priority is the priority (from 1 for lowest to 10 for highest) that the ACD workflow assigned to the call when the call was received. All calls start with a default priority of 1, unless a different priority is set in the ACD workflow. Login Time The date and time that the agent logged in to the ACD system. Logout Time The date and time that the agent logged out of the ACD system. Logout Reason Code The selected reason why the agent logged out of the ACD system. Logged-In Duration The elapsed time between login Time and Logout Time. Other CSQs The name of one of the CSQs to which the call was queued. Displays to indicate there are more than one CSQ to which the call was queued. 24
Outbound on IPCC-Total The total number of calls made by the agent from the agent extension. This number includes calls attempted and calls connected. Outbound on IPCC-Avg / Max Call Time Statistic for outbound calls on the agent extension that shows the average call time and the longest call time. Call time starts when an agent goes off-hook for a call and ends when the call terminates. Outbound on non-ipcc-total The total number of calls made by the agent from the non-agent extension. This number includes calls attempted and calls connected. Outbound on non-pcc-avg / Max Call Time Statistic for outbound calls from the non-agent extension that shows the average call time and the longest call time. Call time starts when an agent goes off-hook for a call and ends when the call terminates. Ring-No-Answer (RNA) Ring-no-answer or RNA is the number of calls that were connected to the agent but that agent does not answer. Skill Group A Skill Group is a set of agents with the same skill sets. Skill Groups are also used for skills-based routing to direct a particular type of call to a single agent of group of agents with the appropriate skills sets to address the caller s needs effectively at the first contact. Service Level Service level is the designated responsiveness to customer contacts. The specific definition is X percent of all contacts are answered in Y seconds. We use the industry standard, which is 80% of all telephone calls are answered within 20 seconds. State Transition Time The date and time the agent went to the state shown in the corresponding Agent State field. Talk Time Talk time is the elapsed time between the time an agent connected to the call and the time the call was disconnected or transferred, not including hold time. For non-acd calls, the duration of the entire call, if the call was answered. Team A team is an agent or a group of agents assigned to answer calls for CSQ(s) and managed by a supervisor. Total Inbound Total number of calls received by the agent (equals inbound ACD calls + inbound non-acd calls). Total Ring Time Time that elapsed between the time that a call rang at the agent desktop and the time that the calls was answered by an agent, presented to another agent (if the first agent did not answer the call or let it go ring-no-answer), or disconnected. This field is blank if the call was not presented to any agent. 25
Work Time Work time is the amount of the time that an agent spent in work state after the ACD call. Data Reconciliation Among Reports Abbreviations Meanings: ACDR AgentConnectionDetail record ASDR AgentStateDetail record CCDR ContactCallDetail record CQDR ContactQueueDetail record CRDR ContactRoutingDetail record Q. Why does the Detailed Call by Call CCDR Report show more handled calls than the CSQ reports? A. The CSQ reports show calls that are handled by agents after the calls are queued for a CSQ. 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. Q. Why does the Application Performance Analysis Report show more calls presented, handled, and abandoned than the CSQ Reports? A. 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). Such calls do not have CRDRs or ACDRs and will not be counted on CSQ reports or Agent reports. (These calls will be counted in the Application Performance Analysis Report because the calls entered an application.) Q. How can calls that were presented to an agent but were not answered be identified? A. To identify such calls, search for ACDRs with talk time equal to zero. In addition, the CSQ-Agent Summary Report shows the total number of RNAs (ring no answers) for each agent and for each CSQ. On the Agent Summary Report, Calls Presented minus Calls Handled is the number of calls that went RNA. Q. 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. The CSQ reports, including the Contact Service Queue Activity Report, report, show activity at the CSQ level. The agent reports, including the Agent Summary Report, shows activity at the agent level. 26
Q. Why do the Agent Summary Report, Contact Service Queue Activity Report, and Application Performance Analysis Report show different values for calls presented? A. The Application Performance Analysis Report shows the highest number of calls presented because some calls were terminated before they were queued. Such calls do not have CRDRs (because they were not queued) and are not counted on the Contact Service Queue Activity Report. These calls also do not have ACDRs and are not counted on the Agent Summary Report. The Agent Summary Report shows more calls presented than the Contact Service Queue Activity Report because the same call was queued to a certain CSQ but presented to multiple agents (because an agent did not answer). Such calls are counted once for the Contact Service Queue Activity Report but counted once for each agent involved for the Agent Summary Report. 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. 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), 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. Q. Why are values for Calls Dequeued different on the Contact Service Queue Activity Report (by CSQ or by Interval) and the Contact Service Queue Activity Report? A. Each report uses a different formula to calculate Calls Dequeued. Q. 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. The Agent Summary Report shows ACD calls only, but Agent Detail Report shows ACD and IVR calls. The IVR calls do not appear on Agent Summary Report. Q. What can cause a discrepancy between historical reporting and Agent Desktop reports? A. Historical reporting tracks statistics for the entire call handled by specially those handled by more than one agent. The Agent Desktop reports shows statistics for that agent only. Q. If an agent uses a unique reason code when going to Not Ready state to make outbound calls, why does the Agent Not Ready Reason Code Summary report 27
show a different duration for that reason code than the Agent Detail report shows for the duration of outbound calls for the agent? A. If the agent does not spend the entire duration of time in Not Ready state with the unique reason code making outbound calls, the sum of the duration of outbound calls will be less than the duration spent in Not Ready state with the unique reason code. Revision History Date Version Updated By Change Details Approver 28