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Cisco CRS Historical Reports User Guide, 6.0(1)

1. Field The Contact Service Queue Activity Report by CSQ includes a table that shows the following information for each CSQ Description CSQ Name Call Skills Name of the CSQ and call skills associated with the CSQ if the CSQ is configured based on resource skills Multiple skills are separated by commas Interval Start Time Interval End Time Beginning date and time and ending date and time of each 30 or 60 minute interval within the report period if you specify an interval with the Interval Length filter parameter Otherwise the beginning date and time and ending date and time of the report range Service Level sec Value entered in the Service Level field when the CSQ was set up in Cisco CRS Administration If the service level changed during the report period the report shows the old and new service level values Calls Hand lt SL Number of calls handled within the time shown in the Service Level field A call is considered to be handled when an agent picks up the call Calls Aband lt SL Number of calls abandoned within the time shown in the Service Level field A call is considered to be abandoned if the call disconnects before connecting to an agent Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Field continued Description continued Percentage of Service Level Met Only Handled
2. W Saving a Schedule e Inthe Start Time field specify the time that you want the schedule to execute For a schedule that is set to occur daily weekly or monthly make these settings in the Range of Recurrence area e In the Start Date field specify the first date on or after which you want the schedule to generate e In the Start Time field specify the time at which you want to execute the schedule when the schedule occurs e Specify how often you want the schedule to recur Ifyou want the schedule to recur indefinitely click the No end date radio button If you want the schedule to recur a specific number of times click the End after radio button and enter the number of occurrences in the End After field Ifyou want to specify the last date of a range during which you want the schedule to execute click the End by radio button and enter the date in the End By field Step6 Click OK to save your schedule settings Related Topics e Information in Scheduled Reports page 5 2 e General Settings for Scheduled Reports page 5 5 e Detailed Settings for Scheduled Reports page 5 10 e Saving a Schedule page 5 14 Saving a Schedule After choosing general detailed and schedule settings you are ready to save the scheduling information When you save scheduling information the system stores the information you have specified as a schedule in the Scheduler database To save a schedule follow these steps
3. Cisco CRS Historical Reports User Guide Release 6 0 1 i E Chapter3 Descriptions of Historical Reports E Report Details Sort Criterion You can sort the Detailed Call CSQ Agent Report by any of these criteria Result Node ID Session ID Sequence No Displays the report in the order sorted by node ID session ID and sequence number Call Start Time Displays the report in order of the date and time that the call started Called Number Displays the report in order of the number called Filter Parameter You can filter the Detailed Call CSQ Agent Report by any of these parameters Result Called Number Displays information for the specified called number or numbers Calling Number Displays information for the specified calling number or numbers Calling number is the same as Originator DN Application Name Displays information for the specified application name or names Contact Type Displays information for the specified contact type or types incoming outgoing internal redirect or transfer in Originator Type Displays information for the specified originator type or types agent device or unknown Destination Type Displays information for the specified destination type or types agent device or unknown Agent Name Displays Unified CCX calls handled by the specified agent or agents conference calls in which the specified agent
4. F failover 1 7 File Name drop down list 4 9 filter parameter 4 4 4 6 4 7 formats 5 8 G General tab 4 2 5 6 5 11 Generate and View Historical Reports 4 2 4 6 4 7 5 10 generating areport 4 2 group 4 17 Group Information pane 4 19 4 20 Group Tree 4 18 Help tool 1 7 historical report See report Historical Reports Client log file 2 13 6 3 hrcConfig ini 2 12 6 6 hreConfig ini file 2 11 Cisco CRS Historical Reports User Guide Release 6 0 1 Index l M Include Charts in Report 4 3 5 7 main window 1 3 installing Cisco CRS Historical Reports Microsoft Excel 4 21 5 8 client 2 2 missed schedule 5 17 J o jvm stdout 6 6 6 8 online help 1 7 Open tool 4 10 L P language unsupported gPa Parameter Setting area 4 7 Load Existing Report Setting 4 10 PDF Portable Document Format 4 21 5 8 log file 6 2 Cisco CRS server 6 2 database 6 6 Preview pane 4 19 Preview tab 4 19 4 20 printing 4 20 Historical Reports Client 6 3 Print tool 4 20 interpreting b a Priority Summary Activity Report 3 5 jvm stdout 6 6 6 8 ame privileges on client 6 2 See access opening 6 4 Scheduler 6 4 profile cluster GI 6 log in changing information 1 6 R dof attempts 6 8 si aca i cc Range of Recurrence options 5 13 to Cisco CRS Historical R ts client 1 4 ee arc aie aii ich reinstalling Cisco CRS Historical Reports to different server 1 5 client
5. The Agent Login Logout Activity Report includes a table that shows the following information for each agent Field Description Agent Name First and last name of the agent Extension Unified CCX extension that Unified CM assigned to the agent Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Field continued Description continued Login Time Date and time that the agent logged in to the Unified CCX system If this information is preceded by a less than sign lt the agent logged in before the start time of the data in the report Logout Time Date and time that the agent logged out of the Unified CCX system If this information is preceded by a greater than sign gt the agent was still logged in at the end time of the data in the report Logout Reason Code Numeric reason code that the agent enters when the agent logs out from the Cisco Agent Desktop A value of 0 indicates that no logout reason code is configured or that the agent was unable to enter a reason code Logged In Duration Elapsed time between the Login Time and the Logout Time Total Total log in time for each agent Grand Total Total logged in duration for all agents during the report period Sort Criterion You can sort the Agent Login Logout Activity Report by any of these criteria Result Agent Name Displays
6. Cisco CRS Historical Reports User Guide Release 6 0 1 5 14 Chapter5 Scheduling Historical Reports Viewing and Deleting Schedules il Procedure Step 1 In the Cisco CRS Historical Reports main window click Schedule The Report Scheduled Successfully dialog box appears Step2 Click OK Related Topics e Information in Scheduled Reports page 5 2 e General Settings for Scheduled Reports page 5 5 e Detailed Settings for Scheduled Reports page 5 10 e Choosing Schedule Settings page 5 11 e Viewing and Deleting Schedules page 5 15 Viewing and Deleting Schedules To see a list of schedules that you created and that are stored in the Scheduler choose Settings gt Scheduler from the Cisco CRS Historical Reports main window or click the Scheduler tool The Scheduled Reports window appears To exit the Scheduled Reports window click Close The Scheduled Reports window lists each stored schedule that you created when you were logged into the Cisco CRS Historical Reports system using the current login information This window displays each schedule on a row and arranges information about each schedule in the columns shown in the following table Column Description Report Name Name of the scheduled report Date Created Date and time that the schedule was created Recurrence Type How often the schedule executes Export Type Printer or format of the export file Cisco CRS Historical Reports User Guid
7. Related Topics e Detailed Report Settings page 4 4 e Specifying a Sorting Method page 4 6 e Specifying a Filter Parameter page 4 6 e Choosing Schedule Settings page 5 11 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter5 Scheduling Historical Reports Choosing Schedule Settings W Choosing Schedule Settings Step 1 Step 2 Step 3 After you choose general and detailed settings for a report you are ready to choose schedule settings You can make changes to any of the report settings later if you want When you choose schedule settings you specify e How often the schedule executes e Date and time range of schedule recurrences if the schedule is to execute more than once To choose schedule settings follow these steps Procedure In the Cisco CRS Historical Reports main window click the Schedule Future Reports Including Repeat Reports radio button Click the General tab if it is not selected already Click Change The Cisco CRS Historical Reports Schedule window appears as shown in Figure 5 2 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter5 Scheduling Historical Reports E Choosing Schedule Settings Figure 5 2 Cisco CRSHistorical Reports Schedule Window Fi Schedule Cijico CRS Historical Reports u x m Occurs C Daily Every fi week s on Sunday Monday Tuesday Wednesday C Monthly Thursday Friday Saturda
8. Agent State The state of the agent Login Logout Not Ready Ready Reserved Talk or Work Reason Code The reason code indicating why the agent went to Logout state or Not Ready state 0 zero for other states Duration Length of time that the agent spent in the state shown in the corresponding Agent State field Sort Criterion You can sort the Agent State Detail Report by this criterion Result Agent Name Displays the report in alphabetical order by the names of agents then by the date and time that an agent went to another state Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Mi You can filter the Agent State Detail Report by any of these parameters Filter Parameter Result Resource Group Displays information for agents who belong to the specified resource groups Names Agent Names Displays information for the specified agents Skill Names Displays information for agents who possess the specified skills Team Names Displays information for agents who belong to the selected teams Agent State Summary Report by Agent The Agent State Summary Report by Agent 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 a
9. Percentage of handled calls handled within the time shown in the Service Level field A call is considered to be handled when an agent picks up the call This value is calculated as follows Number of calls handled within service level Number of calls handled 100 Percentage of Service Level Met Without Abandon Percentage of presented calls not counting abandoned calls handled within the time shown in the Service Level field This value is calculated as follows Number of calls handled within service level Number of calls presented Number of calls abandoned within service level 100 Percentage of Service Level Met Positive Abandon Percentage of presented calls handled or abandoned within the time shown in the Service Level field For this value calls abandoned within the time shown in the Service Level field are considered to have met that service level This value is calculated as follows Number of calls handled within service level Number of calls abandoned within service level Number of calls presented 100 Percentage of Service Level Met Negative Abandon Percentage of presented calls handled within the time shown in the Service Level field For this value calls abandoned within the time shown in the Service Level field are considered to have not met that service level This value is calculated as follows Number of calls handled within service level Number of calls pr
10. Report Details This section provides the following information for each Cisco CRS historical report e A description of the report e A table describing the information that is displayed in each chart produced with the report e A table describing each field in the tabular section of the report e A table describing each sort criterion that is available for the report For more information about sorting a report see the Detailed Report Settings section on page 4 4 e A table describing each filter parameter if any that is available for the report You can use a filter parameter to limit information that appears in a report For more information about filtering a report see the Detailed Report Settings section on page 4 4 amp Note When a report shows date and time information for an event or an activity that date and time is the Cisco CRS server date and time Cisco CRS Historical Reports User Guide Release 6 0 1 3 6 Chapter3 Descriptions of Historical Reports Report Details This section describes each of the following reports Abandoned Call Detail Activity Report page 3 9 Aborted and Rejected Call Detail Report page 3 10 Agent Call Summary Report page 3 13 Agent Detail Report page 3 15 Agent Login Logout Activity Report page 3 17 Agent Not Ready Reason Code Summary Report page 3 19 Agent State Detail Report page 3 21 Agent State Summary Report by Agent page 3 23
11. CHAPTER Cisco CRS Reason Codes This appendix describes the events that cause an agent to go to the Logout state or Not Ready state The built in agent Not Ready reason codes are generated by the CRS server The Agent State Detail table includes a valid reason code for these two states Reason codes for other states is zero default This appendix includes the following sections e About Reason Codes page A 2 e System Generated Reason Code Events page A 2 Cisco CRS Historical Reports User Guide Release 6 0 1 ChapterA Cisco CRS Reason Codes HZ About Reason Codes About Reason Codes Reason codes are initiated by the agent from the Cisco Agent Desktop or are generated by the system For details on agent triggered reason code explanations see the Cisco Agent Desktop User s Guide and the Cisco Desktop Administrator User s Guide The system generated reason codes are displayed in the following reports when the CRS server moves an agent to the Logout or Not Ready states Logout reason codes The Agent Login Logout Activity Report displays detailed information about the login logout date time and other details for each session during the report period see Agent Login Logout Activity Report page 3 17 Not Ready reason codes The Agent Not Ready Reason Code Summary Report displays information about the length of time each agent spent in Not Ready state during a specified report period For each agent the total t
12. Client System Log Files The Cisco CRS Historical Reports client maintains a series of Historical Reports Client log files and two Scheduler log files These log files reside on the Cisco CRS Historical Reports client system The log files are e System name session no_CiscoAppReportsN log Contains information related to generating viewing printing and exporting reports e CiscoSch log Contains information related to activities of the Scheduler other than printing and exporting e CiscoSchPrintExport log Contains information about printing and exporting activities of the Scheduler Cisco CRS Historical Reports User Guide Release 6 0 1 6 2 Chapter6 Log Files Client System Log Files W Related Topics e Historical Reports Client Log Files page 6 3 e Scheduler Log Files page 6 4 e Opening Log Files on the Client System page 6 4 e Interpreting Log Files on the Client System page 6 5 Historical Reports Client Log Files The Historical Reports Client log files are named System name session no_CiscoAppReportsN log These files are stored in the Cisco CRS Historical Reports logs directory which is under the directory in which you installed the Cisco CRS Historical Reports client system By default the system installs in the Program Files directory If you are not running the Cisco CRS Historical Reports client under a Terminal Services session System name is the name of the system on which the c
13. Agent State Summary Report by Interval page 3 25 Agent Summary Report page 3 28 Application Performance Analysis Report page 3 32 Application Performance Analysis Report page 3 32 Application Summary Report page 3 33 Call Custom Variables Report page 3 35 Called Number Summary Activity Report page 3 39 Common Skill Contact Service Queue Activity Report by Interval page 3 40 Contact Service Queue Activity Report page 3 44 Contact Service Queue Activity Report by CSQ page 3 46 Contact Service Queue Activity Report by Interval page 3 50 Contact Service Queue Call Distribution Summary Report page 3 54 Contact Service Queue Priority Summary Report page 3 57 Contact Service Queue Service Level Priority Summary Report page 3 58 CSQ Agent Summary Report page 3 60 Detailed Call by Call CCDR Report page 3 62 Detailed Call CSQ Agent Report page 3 66 Multichannel Agent Contact Summary Report page 3 69 Multichannel Agent Login Logout Activity Report page 3 71 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports E Report Details e Multichannel CSQ Activity Report page 3 73 e Priority Summary Activity Report page 3 76 e Remote Monitoring Detail Report page 3 78 e Traffic Analysis Report page 3 80 Cisco CRS Historical Reports User Guide Release 6 0 1 _ Chapter 3 Descriptions of Historical Reports Report Details Mi Abandoned Call
14. PBX equipment with computers and computer applications The use of caller ID to retrieve customer information automatically from a database is an example of a CTI application CTI Port A virtual port analogous to a trunk line in a traditional ACD or PBX setting A CTI Port allows access to the post pouting capabilities of Unified IP IVR CTI Port Group A group of access points into the Unified CCX telephone network CTI Route Point A virtual device that can receive multiple simultaneous calls for the purpose of application controlled redirection Customizer A window used to configure the properties of a step in the Cisco CRS Editor D Datastores See Cisco CRS Datastores I Cisco CRS Historical Reports User Guide Release 6 0 1 a cL7 WE Glossary Data type In a programming language a set of data with values having predefined characteristics Examples include integer floating point unit number character string and pointer Usually a limited number of such data types come built into a language The language usually specifies the range of values for a given data type how the values are processed by the computer and how they are stored Default script A script that gracefully terminates a call in the event of an error in the main script Deployment scenario A set of Cisco CRS features and options on a server or servers Directory profile The directory profile describes the directory structure It conta
15. Step 1 Step 2 If your Cisco CRS historical reports client PC runs on the Microsoft Windows 2000 Professional operation system OS or if your Cisco CRS server runs on the Window 2003 OS then the security policies on your Cisco CRS Historical Reports client PC must match the policies on your Cisco CRS server To verify this match on a Cisco CRS server choose Start gt Programs gt Control Panel gt Administrative Tools gt Local Security Policy and note the Network Security LAN Manager Authentication setting under Security Settings gt Local Policies gt Security Options Next go to the Local Security Settings window on the Historical Reports client PC and verify that the Security LAN Manager Authentication setting under Security Settings gt Local Policies gt Security Options is identical to the Cisco CRS server Procedure Double click the Cisco Historical Reports icon on your Windows desktop Or choose Start gt Programs gt Cisco CRS Historical Reports gt Cisco CRS Historical Reports The Login dialog box appears Enter your user name and your password If the client does not have information about the server to log in to the Server field appears in the Login dialog box Enter the IP address or the host name of the Cisco CRS server in the Server field If the client does have information about the server to log in to but you want to specify a different server click Server and enter the IP address or the host nam
16. This number is equal to the number of calls handled by the application the number of calls abandoned while in the application Flow In Number of calls redirected to this application from another application via a workflow Does not include calls that come from another agent or an external system such as a voice messaging system Flow Out Number of calls that this application sent to another application or external destination without being handled by an agent Calls Handled Number of calls handled by the application or by an agent A call is handled by the application when it reaches the workflow step that defines the call as handled A call is handled by an agent when the call is connected to and answered by an agent Avg Speed Answer Calculated as queue time plus ring time divided by number of calls Calls that do not connect to an agent are not included in this calculation Avg Talk Time Average talk time for all calls handled by an agent Talk time is the elapsed time between the time that an agent connects to a call and when the call is disconnected or transferred not including hold time This value is calculated as total talk time divided by number of calls handled by the agent Calls that do not connect to an agent are not included in this calculation Avg Work Time For calls handled by an agent the average amount of time that an agent spent in Work state after completing the calls This value is calculated as t
17. choose whether to print or export the report and choose detailed report settings You also must choose schedule settings before the schedule will execute Related Topics e Including Charts with a Scheduled Report page 5 6 e Choosing Whether to Print or Export a Scheduled Report page 5 7 e Detailed Settings for Scheduled Reports page 5 10 e Choosing Schedule Settings page 5 11 Including Charts with a Scheduled Report Each historical report can contain one or more charts that summarize information in the report If you want to include charts with a scheduled report follow these steps Procedure Step 1 In the CRS Historical Reports main window click the Schedule Future Reports Including Repeat Reports radio button Step 2 Click the General tab if it is not selected already Cisco CRS Historical Reports User Guide Release 6 0 1 5 6 Chapter 5 Scheduling Historical Reports Step 3 General Settings for Scheduled Reports W Check the Include Charts in Report check box If you do not want to include charts uncheck this check box Now you can choose whether to print or export the report and choose detailed report settings You also must choose schedule settings before the schedule will execute Related Topics e Choosing the Report to Schedule page 5 6 e Choosing Whether to Print or Export a Scheduled Report page 5 7 e Detailed Settings for Scheduled Reports page 5 10 e Choosing Schedule Settings
18. condition true value false value e A book title Example See the Cisco CRS Installation Guide Cisco CRS Historical Reports User Guide Release 6 0 1 E Preface W Obtaining Documentation Convention Description window font Window font such as Courier is used for the following e Text as it appears in code or that the window displays Example lt html gt lt titles gt Cisco Systems Inc lt title gt lt html gt lt gt Angle brackets are used to indicate the following e For arguments where the context does not allow italic such as ASCII output e A character string that the user enters but that does not appear on the window such as a password Obtaining Documentation Cisco documentation and additional literature are available on Cisco com This section explains the product documentation resources that Cisco offers Cisco com You can access the most current Cisco documentation at this URL http www cisco com techsupport You can access the Cisco website at this URL http www cisco com You can access international Cisco websites at this URL http www cisco com public countries_languages shtml Cisco CRS Historical Reports User Guide Release 6 0 1 xii Preface Documentation Feedback Hi Product Documentation DVD The Product Documentation DVD is a library of technical product documentation on a portable medium The DVD enables you to access installati
19. e You can access the Cisco CRS server from the computer on which you install the Cisco CRS Historical Reports client A Caution Do not install the Cisco CRS Historical Reports client on the Cisco CRS server You can install the client software on as many client computers as licensed Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter2 Installation and Configuration HZ installing the Cisco CRS Historical Reports Client Installing the Cisco CRS Historical Reports Client Note See the Cisco CRSSoftware and Hardware Compatibility Guide http www cisco com en US partner products sw custcosw ps 1846 products_d evice_support_tables_list html for a list of supported operating systems and software required to install the Cisco CRS Historical Reports The Cisco CRS Historical Reports client installation procedure processes several operations on the client computer including e Installing the Cisco CRS Historical Reports client e Creating directories in which the computer stores required files e Installing the Scheduler the part of CRS Historical Reports that manages and generates scheduled reports amp Note If you are using the Windows Vista operating system be aware that several additional message windows appear during the installation procedure In these windows you must allow the program to run and accept the license agreement in order to proceed with the installation To install t
20. specifies whether the reports should be generated if they are missed and you choose to execute missed schedules Valid values e 1 Generate the report e 0 Do not generate the report Default value 1 logLevel Level of detail in which the system records events in the Scheduler log files Valid values e 1 Record Scheduler errors only e 2 Record Scheduler errors and Scheduler warnings e 3 Record Scheduler errors Scheduler warnings and schedule information e 4 Record Scheduler errors Scheduler warnings and detailed schedule information Default value 3 Related Topics e Handling Missed Schedules page 5 17 e Scheduler Log Files page 6 4 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter2 Installation and Configuration HE Changing the Client Language Changing the Client Language You can use the Windows Regional Options settings to set the language for the Cisco CRS Historical Reports client You can set any of the languages that are supported by your Cisco CRS system If you set a language that is not supported by your Cisco CRS system the client system will default to English When you set a language the Cisco CRS Historical Reports client displays the following information in that language e Information displayed in windows and dialog boxes including field names and button names e Menu names and menu options e Field names headings and other static items in
21. the report displays calls for which Custom Variable 6 contains the string or any of the substrings entered Custom Variable 7 Enter a whole string or a substring for which to search Separate multiple strings with commas When this filter parameter is specified the report displays calls for which Custom Variable 7 contains the string or any of the substrings entered Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Mi Filter Parameter Result continued Custom Variable 8 Enter a whole string or a substring for which to search Separate multiple strings with commas When this filter parameter is specified the report displays calls for which Custom Variable 8 contains the string or any of the substrings entered Custom Variable 9 Enter a whole string or a substring for which to search Separate multiple strings with commas When this filter parameter is specified the report displays calls for which Custom Variable 9 contains the string or any of the substrings entered Custom Variable 10 Enter a whole string or a substring for which to search Separate multiple strings with commas When this filter parameter is specified the report displays calls for which Custom Variable 10 contains the string or any of the substrings entered Any Custom Enter a whole string or a substring for which to search Separate multiple strings Variable with
22. 4 14 Change button 5 11 chart 4 3 Cisco CRS application package 2 8 Cisco CRS Historical Reports client exiting 1 6 main window 1 3 starting 1 4 CiscoSch log 6 2 6 4 CiscoSchPrintExport log 6 2 6 4 Cisco Unified Email Interaction Manager reports Multichannel CSQ Activity 3 69 3 71 3 73 Cisco Unified Web Interaction Manager reports Multichannel CSQ Activity 3 69 3 71 3 73 Close Current View tool 4 19 4 20 comma separated text file CSV 5 8 Common Skill Contact Service Queue Activity Report by Interval 3 4 3 40 configuration file editing 2 11 Cisco CRS Historical Reports User Guide Release 6 0 1 W index hrcConfig ini 2 11 2 12 sch ini 2 11 2 15 Contact Service Queue Activity Report 3 4 3 44 Contact Service Queue Activity Report by CSQ 3 4 3 46 Contact Service Queue Activity Report by Interval 3 4 3 50 Contact Service Queue Call Distribution Summary Report 3 4 3 54 Contact Service Queue Priority Summary Report 3 4 3 57 Contact Service Queue Service Level Priority Summary Report 3 5 3 58 CRS Cluster profile GI 6 CSQ Agent Summary Report 3 5 3 60 D Database log file 6 6 Detailed Call CSQ Agent Report 3 5 3 66 Detailed Call by Call CCDR Report 3 5 3 62 Detailed Report Settings window 4 4 4 6 4 7 Detailed tab 4 6 4 7 5 10 Enter Parameter Value field 4 7 export formats 4 21 exporting 4 21 5 8 Export Location button 5 9 Export Report tool 4 21
23. 5 Scheduling Historical Reports Step 1 Step 2 Step 3 Handling Missed Schedules W Procedure From the Scheduled Reports window click anywhere in the row that contains the schedule you want to delete An arrow appears to the left of the name of the report indicating that the schedule has been selected Click Delete The Confirmation dialog box appears Click OK to permanently delete the schedule If you decide not to delete the schedule click Cancel instead Handling Missed Schedules In order for a schedule to execute e The Cisco CRS server or its standby server if deployed must be running e At least one server on which the Database component is installed must be running e The Scheduler must be running on the Cisco CRS Historical Reports client computer If schedules do not execute because a server is not running you can generate the reports manually when the server is running again If schedules do not execute because the Scheduler is not running the Scheduler will identify missed schedules When the Scheduler restarts the client computer will display a dialog box that shows the number of missed schedules and asks if you want to execute missed schedules Click Yes to execute missed schedules or click NO to continue without executing the schedules If you click Yes the reports that generate will depend on the parameters specified in the sch ini configuration file and the scheduling options for the r
24. 6 0 1 2 4 Chapter2 Installation and Configuration Reinstalling the Cisco CRS Historical Reports Client W Reinstalling the Cisco CRS Historical Reports Client amp Note Step 1 Step 2 Step 3 Step 4 Be sure to exit the client application and the Scheduler on the client computer before proceeding For instructions see the Exiting the Cisco CRS Historical Reports Client section on page 1 6 and see The Scheduler section on page 5 3 This procedure assumes that the Cisco CRS Historical Reports Client installation file CiscoAppReportsInstall exe already exists on your computer To reinstall the Cisco CRS Historical Reports client perform the following steps on the client computer Procedure Run the CiscoAppReportsInstall exe installation file that you have already saved to your computer A dialog box provides choices to upgrade reinstall or uninstall the client To upgrade or reinstall the current version of the client select the Upgrade Reinstall radio button and click Next After the files are copied the Desktop Shortcut dialog box appears Click Yes if you want to create a shortcut for the client on your Windows desktop Click Finish The installation is complete Related Topics e Prerequisites page 2 1 e Installing the Cisco CRS Historical Reports Client page 2 2 e Upgrading the Cisco CRS Historical Reports Client page 2 6 e Giving Users Access to Cisco CRS Historical Rep
25. Average Time to For each CSQ average time contacts spent in queue before being dequeued Dequeue by CSQ The Multichannel CSQ Activity Report includes a table that shows the following information Field Description CSQ Name Contact Name of the CSQ and contact skills associated with the CSQ if the CSQ is Skills configured based on resource skills Multiple skills are separated by commas Contacts Presented Number of contacts routed to the CSQ whether or not an agent picked up the contact Avg Max Queue Time Average queue time for all contacts routed to the CSQ and longest queue time of any 1 contact that was routed to the CSQ Contacts Handled Number of contacts handled by this CSQ A contact is handled if a caller is connected to an agent while queued for this CSQ Cisco CRS Historical Reports User Guide Release 6 0 1 EE _ Chapter 3 Descriptions of Historical Reports Field continued Report Details Description continued Avg Speed of Answer Calculated as follows total queue time total ring time contacts handled Avg Max Handle Time Average handle time for all Contacts that the CSQ handled and longest handle time of any 1 contact that the CSQ handled Handle time is talk time hold time work time Contacts Number of contacts routed to the CSQ but were not answered by an agent Abandoned because the caller hung up or was disconnected Avg Max Time to
26. Average time contacts spent in queue before being abandoned and longest time Abandon any contact spent in queue before being abandoned Avg Max Abandon Per Day Average is the total number of contacts abandoned divided by the number of days in the report period Maximum is the largest number of contacts abandoned on a single day in the report period Contacts Dequeued Number of Contacts queued for a CSQ and then dequeued by the Dequeue step in a workflow Avg Max Time to Dequeue Average time contacts spent in queue before being dequeued and longest time any contact spent in queue before being dequeued Contacts Handled by Other Total of the following Contacts e Contacts queued for the CSQ then dequeued by the Dequeue step in a workflow then marked as handled by the SetSessionInfo step in the workflow e Contacts queued for more than 1 CSQ and then handled by another CSQ Sort Criterion You can sort the Multichannel CSQ Activity Report by this criterion Result Contact Service Queue Displays the report in order of the name of the CSQ Total Calls Presented Displays the report in order of the number of contacts routed to the CSQ whether or not an agent picked up the contact Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports HI Report Details Sort Criterion Result Total Contacts Displays the repor
27. CM For more information see the Cisco Unified Communications Manager Administration Guide Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter A Cisco CRS Reason Codes HI System Generated Reason Code Events Cisco CRS Historical Reports User Guide Release 6 0 1 AS GLOSSARY A C D E F G I J L M N P R S T V X A ACD Automatic Call Distribution A feature that automatically routes incoming calls to the next available or longest idle agent or attendant in a line hunt group alarm Signals that declare the run time status and state of the Cisco CRS system and provide information for troubleshooting Alarms can be forwarded to a Syslog server to an SNMP trap subagent or to a Windows Event Log alarm catalog A file that contains alarms definitions alarm definition A list of alarms and their properties The definition for each alarm includes the alarm name a description an explanation recommended actions and related information alarm message An alarm name followed by the reason for the alarm or the module name alarm service A Windows service that receives alarms from the Cisco CRS Engine and its subsystems Cisco CRS Historical Reports User Guide Release 6 0 1 a cli WE Glossary application In general an application is a program that helps you accomplish a specific task for example a word processing program a spreadsheet program or an FTP client Applications
28. Call Summary Report Agent Name Agent Detail Report Agent Name Agent Login Logout Activity Report Agent Name Agent Not Ready Reason Code Summary Report Agent Name Agent State Detail Report Agent Name Agent State Summary Report by Agent Agent Name Agent State Summary Report by Interval Interval Start Time Agent Summary Report Agent Name Application Performance Analysis Report Application ID Application Summary Report Call Custom Variables Report Called Number Summary Activity Report Called Number Common Skill Contact Service Queue Activity Contact Service Queue Report by Interval Name Contact Service Queue Activity Report Contact Service Queue Name Contact Service Queue Activity Report by CSQ Contact Service Queue Name Contact Service Queue Activity Report by Interval Interval Start Time Contact Service Queue Call Distribution Summary Contact Service Queue Report Name Cisco CRS Historical Reports User Guide Release 6 0 1 i m Chapter 4 Generating Historical Reports HI The Report Viewer Report Name Group Contact Service Queue Priority Summary Report Contact Service Queue Service Level Priority Summary Report Contact Service Queue Name CSQ Agent Summary Report Detailed Call by Call CCDR Report Detailed Call CSQ Agent Report Multichannel Agent Contact Summary Report Agent Name Multichannel Agent Login Logout Activ
29. Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Field continued Description continued Total Not Ready Total time that an agent spent in Not Ready state during the interval Time in RC n1 Total time that an agent spent in Not Ready state for the reason indicated by reason code n where n is a system defined reason code Time in RC n2 Total time that an agent spent in Not Ready state for the reason indicated by reason code n2 where n2 is a system defined reason code Time in RC n3 Total time that an agent spent in Not Ready state for the reason indicated by reason code n3 where n3 is a system defined reason code Time in RC n4 Total time that an agent spent in Not Ready state for the reason indicated by reason code n4 where n4 is a system defined reason code Time in RC n5 Total time that an agent spent in Not Ready state for the reason indicated by reason code n5 where n5 is a system defined reason code Time in RC n6 Total time that an agent spent in Not Ready state for the reason indicated by reason code n6 where n is a system defined reason code Time in RC n7 Total time that an agent spent in Not Ready state for the reason indicated by reason code n7 where n7 is a system defined reason code Time in RC n amp Total time that an agent spent in Not Ready state for the reason indicated by reason code n8 where ng is a
30. Client log file Valid values e 1 Record errors only e 2 Record errors and warnings e 3 Record errors warnings and debugging messages Default value 1 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter2 Installation and Configuration WE Configuration Files Parameter Explanation NumOfLogFiles Number of Historical Reports Client log files the system maintains The system creates a new Historical Reports Client log file whenever the current Historical Reports Client log file reaches the size specified by MaxSizeOfLogFiles See the next parameter Valid values Integers or greater Default value 10 MaxSizeOfLogFiles Specifies that the system should create a new Historical Reports Client log file when the current log file reaches this size in KB Valid values Integers 1 or greater Default value 1000 Note 1000 KB is the recommended value for this parameter because a log file that is much larger than 1000 KB can be difficult to read and several large log files can take up significant disk space database under SCH Database file in the Cisco CRS Historical Reports Scheduler directory in which scheduling information is stored If you change this parameter you must also change the database parameter in the sch ini configuration file to the same value Valid value HistoricalReportsScheduler mdb DRIVER under CRS_DATABASE Display only Name of the databa
31. Close Current View tool Displaying Group Information Using the Group Tree page 4 19 Print Report tool Printing Reports page 4 20 Export Report tool Exporting Reports page 4 21 A Toggle Group Tree tool Displaying Group Information Using the Group Tree page 4 19 Display Size field Changing the Display Size page 4 15 Go to First Page tool Moving Through the Report page 4 15 Go to Previous Page tool Moving Through the Report page 4 15 Page Number field Moving Through the Report page 4 15 ol ool N o Aa Page count display Moving Through the Report page 4 15 10 Go to Next Page tool Moving Through the Report page 4 15 11 Go to Last Page tool Moving Through the Report page 4 15 E Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter4 Generating Historical Reports The Report Viewer W 12 Stop Loading tool Moving Through the Report page 4 15 13 Search Text tool Finding and Moving to Specific Text page 4 16 14 Help tool Getting Online Help page 1 7 Related Topics e Viewing Reports page 4 14 e Changing the Display Size page 4 15 e Moving Through the Report page 4 15 e Finding and Moving to Specific Text page 4 16 e Displaying Information About Groups page 4 17 e Printing Reports page 4 20 e Exporting Reports page 4 21 Cisco CRS Historical Reports User Guide Release 6 0 1 i E C
32. Criterion Report Details Mi Result continued Total Inbound Calls Displays the report in order of the total number of calls received by agents Total Outbound Calls Displays the report in order of the total number of calls made by agents Filter Parameter You can filter the Multichannel Agent Contact Summary Report by these parameters Result Resource Group Names Displays information for agents that belong to the specified resource groups Agent Names Displays information for the specified agents Skill Names Displays information for agents who possess the specified skills Team Names Displays information for agents who belong to the selected teams Multichannel Agent Login Logout Activity Report The Multichannel Agent Login Logout Activity Report is specific to the Unified EIM and the Unified WIM It shows information about the login and logout activities of agents For each agent it shows the login date time the logout date time for each session during the specified period the reason code that an agent entered when logging out the duration of each session and the total time for all sessions Note Multichannel reports are specific to Unified EIM Unified WIM and use the MS SQL 2000 database installed in a mixed mode authentication To generate combined historical reports Cisco CRS requires access details for the Unified EIM Unified WIM database host name or IP
33. PHONE_DOWN Reason Code 32759 State Not Ready The system issues this reason code if the agent s phone crashes and that agent is placed in the unavailable state WORK_TIMER_EXP Reason Code 32758 State Not Ready The system issues this reason code when an agent s state is changed from WORK to Not Ready This change occurs if the WORK state for that agent s CSQ is associated with an expired wrap up timer CM_FAILOVER Reason Code 32757 State Not Ready The system issues this reason code when the Unified CM fails over and the agent is moved to the Not Ready state Cisco CRS Historical Reports User Guide Release 6 0 1 i E Chapter A Cisco CRS Reason Codes HZ System Generated Reason Code Events PHONE_UP Reason Code 32756 State Not Ready The system issues this reason code when the agent s phone comes up after it has been through a Phone Down state CALL_ENDED Reason Code 32755 State Not Ready The system issues this reason code when an agent is moved to the Not Ready state after handling a Unified CCX call This situation occurs in one of two cases e Ifan agent Agent 1 is in the Not Ready state and gets a consult Unified CCX call from another agent Agent 2 In this case after handling the call Agent 1 moves back to the Not Ready state e If an agents Automatic Available option is disabled and this agent gets a Unified CCX call then this agent goes to the Not Ready state after hand
34. Reports Field continued Report Details Description continued Custom Variable 6 The contents of the variable _ccdrVar6 if this variable is set by the Set Session Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked Custom Variable 7 The contents of the variable _ccdrVar7 if this variable is set by the Set Session Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked Custom Variable 8 The contents of the variable _ccdrVar8 if this variable is set by the Set Session Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked Custom Variable 9 The contents of the variable _ccdrVar9 if this variable is set by the Set Session Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked Custom Variable 10 The contents of the variable _ccdrVar10 if this variable is set by the Set Session Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked Sort Criterion You can sort the Call Custom Variables Report by either of these criteria Result Node ID Session ID Sequence No Displays report in the order of Node ID Session ID and Sequence Number of t
35. Reports User Guide Release 6 0 1 i E Chapter3 Descriptions of Historical Reports Report Details Filter Parameter You can filter the Contact Service Queue Activity Report by CSQ by any of these parameters Result Interval Length Entire report range Displays information from the report start time through the report end time but does not display information for specific intervals within the report period Thirty 30 minute intervals Displays information for 30 minute intervals within the report period The first interval begins at the report start time the next interval begins 30 minutes after the report start time and so on Sixty 60 minute intervals Displays information for 60 minute intervals within the report period The first interval begins at the report start time the next interval begins 60 minutes after the report start time and so on CSQ Names Displays information for the CSQs selected Contact Service Queue Activity Report by Interval The Contact Service Queue Activity Report by Interval shows information about service levels and about the number and percentage of calls presented handled abandoned and dequeued This report can show information for each 30 minute or 60 minute interval within the report period In this case the report will include a summary of information for each interval The information in the Contact Service Queue Activity Report by Interval is gr
36. Unified CCX Premium Summary information about calls presented calls handled and calls abandoned for each group of CSQs that is configured with the same skills but different competence levels Contact Service Queue Activity Report page 3 44 e ie nified CCX Standard nified CCX Enhanced nified CCX Premium e o C O Summary information about calls presented to handled by abandoned from and dequeued from each CSQ and information about call queue time and handle time Contact Service Queue Activity Report by CSQ page 3 46 nified CCX Standard nified CCX Enhanced nified CCX Premium Information about calls routed to CSQs and information about service level grouped by CSQ Contact Service Queue Activity Report by Interval page 3 50 nified CCX Standard nified CCX Enhanced nified CCX Premium Information about calls routed to CSQs and information about service level grouped by 30 or 60 minute intervals within the report period Contact Service Queue Call Distribution Summary Report page 3 54 nified CCX Standard nified CCX Enhanced nified CCX Premium Number of calls handled and abandoned within 4 time intervals of configurable length Contact Service Queue Priority Summary Report page 3 57 nified CCX Standard nified CCX Enhanced nified CCX Premium C C GOI CI c O GI Information about the total number of calls presented to each contact service and
37. address of the server database name database user and database password See the Cisco CRS Administration Guide for detailed configuration information Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports HT Report Details Chart Name The Multichannel Agent Login Logout Activity Report can include these charts Description Total Logged In Time for Each Agent For each agent displays the total time logged in to the Unified CCX system The Multichannel Agent Login Logout Activity Report includes a table that shows the following information Field Description Agent Name First and last name of the agent Contact Identifies if this is a call e mail or chat contact Extension Unified CCX extension that Unified CM assigned to the agent Login Time Date and time that the agent logged in to the Unified CCX system If this information is preceded by a less than sign lt the agent logged in before the start time of the data in the report Logout Time Date and time that the agent logged out of the Unified CCX system If this information is preceded by a greater than sign gt the agent was still logged in at the end time of the data in the report Logout Reason Code Numeric reason code that the agent enters when the agent logs out from the Cisco Agent Desktop A value of 0 indicates that no logout reason code is configured or
38. agent picks up the call Unified CCX calls are calls dialed to a route point number A non Unified CCX call is any call that is not dialed to a route point number for example an internal call between agents or an outbound call The Agent Detail Report can include this chart Description Total Talk Time Hold Time Work Time by Agent For each agent displays the total talk time the total hold time and the total work time spent on all calls during the report period The Agent Detail Report includes a table that shows the following information for every call received or made by each agent Field Description Agent Name First and last name of the agent Extension Unified CCX extension that the Unified CM assigned to the agent Call Start Time Call End Time Call start time is the date and time that the call leg rang at the agent extension Call end time is the date and time call leg was disconnected or transferred Duration Elapsed time between call start time and call end time Called Number Telephone number that the caller dialed Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Field continued Description continued Call ANI Telephone number of the originator of the call If originated by an agent the Unified CCX extension of the agent If originated by a caller other than an agent the telep
39. also called flows call flows or work flows since scripts control the flow of a call Server A computer that provides services or resources to other computers called clients connected to it through a network Service A program routine or process that performs a specific system function to support other programs particularly at a low close to the hardware level In Cisco CRS you can have a master service and a standby service Serviceability Enables remote network management support for the Cisco CRS system Serviceability enables this support through CiscoWorks and through any other third party network management system NMS that uses standard protocols Session historical reporting Historical reporting seats are also called historical reporting sessions Historical reporting sessions seats refer to the number of historical reporting clients that can be started at the same time on different client machines Session script An object that stores information about a caller as they move through a script E Cisco CRS Historical Reports User Guide Release 6 0 1 Glossary W Simple Network Management Protocol See SNMP Skill Designated competency of an agent in a given area Enables agents to handle calls associated with their expertise Skill Based Routing The routing of calls to agents with designated skills Snapshot Agent Generates a snapshot or image of the current database data SNMP Simple
40. and last name of the agent Extension Unified CCX extension that the Unified CM assigned to the agent Total Inbound Total number of calls received by the agent Equal to inbound ACD calls inbound non ACD calls Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports HI Report Details Field continued Description continued Inbound ACD Total number of Unified CCX calls received by the agent Total Inbound ACD Avg For Unified CCX calls received the average time that the agent spent in Talk Talk Hold Work state on hold and in Work state Inbound Total number of non Unified CCX calls received by the agent This number Non ACD Total includes calls made by other agents and by outside parties Inbound For non Unified CCX calls received the average time that the agent spent Non ACD Avg Max Talk Time talking and the longest time that the agent spent talking for any 1 call Outbound Total Total number of calls made by the agent This number includes calls attempted and calls connected Outbound Avsg Max Call Time For outbound calls 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 ACD Transfer In Total number of Unified CCX calls transferred to the agent ACD Transfer Out Total number of Unified CCX ca
41. are designed to create reports from databases The following sections include these topics e System Database page 1 2 e The Cisco CRS Historical Reports Client Interface page 1 2 e Failover page 1 7 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter1 Overview HI System Database System Database As the Cisco CRS system runs it stores call activity data in a database on the Cisco CRS server or on a server running the Database component if one is deployed It also stores this activity on a standby server if one is deployed You use the Cisco CRS Historical Reports client to create historical reports based on this data For more information about the Cisco CRS databases refer to Cisco CRS Administration Guide The Cisco CRS Historical Reports Client Interface You perform most Cisco CRS Historical Reports client activities from an easy to use set of menus on the client computer Figure 1 1 shows the Cisco CRS Historical Reports main window Cisco CRS Historical Reports User Guide Release 6 0 1 1 2 Chapter Overview The Cisco CRS Historical Reports Client Interface W Figure 1 1 Cisco CRS Historical Reports Main Window S ted 89 e Te Task ic 13 Schedule future reports including repeat reports Load existing report setting P Select the options for historical reports below General Detailed Report Type Abandoned Call De
42. at which the activity occurred and a description of the activity This information is arranged in order of occurrence with the most recent activity shown at the end of the file The system numbers each line of information sequentially A new line numbered 1 is created each time the Cisco CRS Historical Reports client is started Cisco CRS Historical Reports User Guide Release 6 0 1 E Chapter6 LogFiles HI Server Log Files Server Log Level of detail in log files depends on values you specify in configuration files The level of detail of the entries in the Historical Reports client log files depends on the LogLevel value specified in the hrcConfig ini configuration file The level of detail of the entries in the Scheduler log files depends on the LogLevel value specified in the sch ini configuration file The information contained in the log files is designed to help you locate a problem if one occurs If the Cisco CRS Historical Reports client experiences an error or a problem open the appropriate log file and locate the entry that describes the activity that was taking place when the error occurred Related Topics e The hrcConfig ini Configuration File page 2 12 e The sch ini Configuration File page 2 15 Files The Cisco CRS system provides these log files e Database log file Contains information related to retrieving information from the Cisco CRS database You create this file as needed and give it the name
43. by any of these criteria Result Node ID Session ID Sequence No Displays the report in the order sorted by node ID session ID and sequence number Call Start Time Displays the report in order of the date and time that the call started Called Number Displays the report in order of the number called Filter Parameter You can filter the Detailed Call by Call CCDR Report by any of these parameters Result Original Called Number Displays information for the specified original called number or numbers Called Number Displays information for the specified called number or numbers Calling Number Displays information for the specified calling number or numbers Calling number is the same as Originator DN Application Name Displays information for the specified application or applications Contact Type Displays information for the specified contact type or types incoming outgoing internal redirect or transfer in Originator Type Displays information for the specified originator type or types agent device or unknown Destination Type Displays information for the specified destination type or types agent device or unknown Duration Greater Than or Equal to T seconds Displays calls with duration greater than or equal to the number of seconds specified by T Duration Less Than or Equal to T seconds Displays calls with duration less
44. can take a few minutes To stop these move actions click the Stop Loading tool in the Report Viewer window Related Topic e Finding and Moving to Specific Text page 4 16 Finding and Moving to Specific Text Step 1 Step 2 Step 3 To find and move to specific text in a report that appears in the Report Viewer window follow these steps Procedure On the Report Viewer toolbar click the Search Text tool The Search dialog box appears In the Find What field enter the text that you want to find and then click Find Next A Caution Wild card searches are not allowed in this field The display moves to the next occurrence of the text that you entered You can continue to click Find Next to display subsequent occurrences of the same text Click Cancel to close the Search dialog box Cisco CRS Historical Reports User Guide Release 6 0 1 4 16 Chapter4 Generating Historical Reports The Report Viewer W Displaying Information About Groups Most historical reports have a specific set of information that has been designated as a group For example a group may contain the names of agents or a group may contain dates A report displays information arranged by its group The following table shows the name of the group for each report Report Name Group Abandoned Call Detail Activity Report Call Start Date Aborted and Rejected Call Detail Report Agent
45. client you must specify the Cisco CRS application packages for which the user can generate reports To give a user access to historical reporting you must first set up the user in Cisco CRS Administration See the Cisco CRS Administration Guide http www cisco com en US partner products sw custcosw ps 1846 products_in stallation_and_configuration_guides_list html for more information The following table shows the historical reports that are available for each Cisco CRS application package In this table Yes means that a report is available and means that a report is not available If you give a user access to an application the user will be able to generate all of the reports that are available for that application Unified IP Unified CCX Unified CCX Unified CCX Report Name IVR Standard Enhanced Premium Abandoned Call Detail Activity Report Yes Yes Yes Aborted and Rejected Call Detail Report Yes Yes Yes Agent Call Summary Report Yes Yes Yes Agent Detail Report Yes Yes Yes Agent Login Logout Activity Report Yes Yes Yes Agent Not Ready Reason Code Summary Yes Yes Yes Report Cisco CRS Historical Reports User Guide Release 6 0 1 28 Chapter2 Installation and Configuration Giving Users Access to Cisco CRS Historical Reports Unified IP Unified CCX Unified CCX Unified CCX Report Name I
46. commas When this filter parameter is specified the report displays calls with any of the 10 custom variables containing the string or any of the substrings entered Called Number Summary Activity Report The Called Number Summary Activity Report shows information about each number dialed by an inside or outside caller This report includes information for calls to Unified CCX and Unified IP IVR applications and for calls to agents The Called Number Summary Activity Report can include these charts Chart Name Description Total Calls by Displays the total number of calls to each number including calls to applications Called Number and calls to agents Average Call Displays the average time that each call lasted for each number dialed Duration by Called Number Cisco CRS Historical Reports User Guide Release 6 0 1 i E Chapter3 Descriptions of Historical Reports HI Report Details Field The Called Number Summary Activity Report includes a table that shows the following information for each number called Description Called Number For a call to a Unified CCX or Unified IP IVR application the route point number associated with the application For a call to an agent the extension of the destination agent Call Type Call to an application or call to an agent Total Calls Total number of calls to each number Avg Calls per day Average number of calls per day Av
47. date and time and ending date and time of the report range Total Logged in Time Total time that the agent was logged in to the Unified CCX system during the interval Not Ready Time Length and percentage of time that an agent spent in Not Ready state during the interval Ready Time Length and percentage of time that an agent spent in Ready state during the interval Reserved Time Length and percentage of time that an agent spent in Reserved state during the interval Talk Time Length and percentage of time that an agent spent in Talk state during the interval Work Time Length and percentage of time that an agent spent in Work state during the interval Summary For each agent in the report range total logged in time total and percentage not ready time total and percentage ready time total and percentage reserved time total and percentage talk time and total and percentage work time Grand Total Total information for all agents during the report period Includes total logged in time total and percentage not ready time total and percentage ready time total and percentage reserved time total and percentage talk time and total and percentage work time Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Sort Criterion Report Details Mil You can sort the Agent State Summary Report by Agent by this criterion Resu
48. defines the call as handled 2 Handled An Unified CCX call is handled when it is connected to an agent An Unified IP IVR call is handled if it reaches the workflow step that defines the call as handled 4 Aborted An exception occurs in the workflow that processed the call 5 and higher Rejected System resources reached maximum capacity for example the maximum number of CTI ports was reached Cisco CRS Historical Reports User Guide Release 6 0 1 3 66 Chapter3 Descriptions of Historical Reports Report Details Mi Field continued Description continued Originator DN Originator directory number This number is the same as the calling number If Calling Number originator type is agent this field shows the Unified CCX extension of the agent If originator type is device this field shows the CTI port number If originator type is unknown through a gateway or an unmonitored device this field shows the telephone number of the caller Destination DN Destination directory number If destination type is agent this field shows the Unified CCX extension of the agent If destination type is device this field shows the CTI port number If destination type is unknown through a gateway or an unmonitored device this field shows the telephone number called Called Number If the call was transferred this field shows the number that the call was transferred to Otherwise this field shows the numb
49. drop down arrow and then choose the format in which you want to save the report Click Save Now you can choose detailed report settings You also must choose schedule settings before the schedule will execute Related Topics e Printing a Scheduled Report page 5 7 e Detailed Settings for Scheduled Reports page 5 10 e Choosing Schedule Settings page 5 11 Cisco CRS Historical Reports User Guide Release 6 0 1 E Chapter5 Scheduling Historical Reports HZ Detailed Settings for Scheduled Reports Detailed Settings for Scheduled Reports When you use detailed report settings you can cause scheduled reports to include only specific information or to display information in a particular order Detailed report settings include a sorting method and a filter parameter Detailed settings are optional If you do not choose a detailed setting the report will contain all relevant information presented in a default order To specify a sorting method and a filter parameter for a scheduled report follow these steps Procedure Step 1 In the Cisco CRS Historical Reports main window click the Generate and View Historical Reports radio button Step2 Click the Detailed tab Step3 Choose detailed settings just as you do when you generate a report See the Detailed Report Settings section on page 4 4 for complete instructions After choosing these settings you must choose schedule settings before the schedule will execute
50. following information Description Call Priority Final priority that the Unified CCX workflow assigned to the call when the call was received from 1 lowest to 10 highest All calls start with a default priority of 1 unless a different priority is set in the workflow Total Calls Number of calls assigned a particular priority level as their final priority level Avg Calls For each day in the report period the average number of calls that received a particular priority level as their final priority level Total Number of Calls with Different Original and Final Priorities Number of calls that ended with a priority level other than the priority that was assigned when the call was received Average Number of Calls Per Day with Different Original and Final Priorities Average number of calls per day that ended with a priority level other than the priority that was assigned when the call was received Maximum Difference Between Original and Final Priorities Experienced by All Calls Largest difference between a priority level assigned to any one call when it was received and the priority level the call had when it ended Average Difference Per Call Between Original and Final Priorities Experienced by All Calls Average difference between a priority level assigned to a call when it was received and the priority level the call had when it ended Cisco CRS Historical Reports U
51. following information for each report e Report Name and Reference Name of the historical report and reference to section in this chapter that contains detailed information about the report e Application Package Cisco CRS packages for which the report is available e Description Brief description of the content of the report Each report is described in alphabetical order in the Report Details section on page 3 6 Table 3 1 Report Name and Reference Summary of Historical Reports Application Package Description Abandoned Call Detail Activity Report page 3 9 U nified CCX Standard nified CCX Enhanced nified CCX Premium Detailed information about each abandoned call Aborted and Rejected Call Detail Report page 3 10 nified CCX Standard nified CCX Enhanced nified CCX Premium Detailed information about each aborted or rejected call Agent Call Summary Report page 3 13 nified CCX Standard nified CCX Enhanced nified CCX Premium Summary information about inbound and outbound transfer conference and agent calls Agent Detail Report page 3 15 nified CCX Standard nified CCX Enhanced nified CCX Premium Detailed information about each call received or made by each agent Agent Login Logout Activity Report page 3 17 qcqaaqgqaqaqcaqaqaqaqaqaqsaqgd nified CCX Standard nified CCX Enhanced nified CCX Premium Detailed information about the login and logou
52. include these charts Chart Name Description Max Queue Time for Calls Presented by CSQ For each CSQ the call with the longest queue time Average Speed of Answer by CSQ For each CSQ the average speed of answer for calls handled Average Handle Time by CSQ For each CSQ the average handle time for calls handled Average Time to Abandon by CSQ For each CSQ average time calls spent in queue before being abandoned Average Time to For each CSQ average time calls spent in queue before being dequeued Dequeue by CSQ The Contact Service Queue Activity Report includes a table that shows the following information for each CSQ Field Description CSQ Name Call Skills Name of the CSQ and call skills associated with the CSQ if the CSQ is configured based on resource skills Multiple skills are separated by commas Calls Presented Number of calls routed to the CSQ whether or not an agent picked up the call Avg Max Queue Time Average queue time for all calls routed to the CSQ and longest queue time of any one call that was routed to the CSQ Calls Handled Number of calls handled by this CSQ A call is handled if a caller is connected to an agent while queued for this CSQ Cisco CRS Historical Reports User Guide Release 6 0 1 _ Chapter 3 Descriptions of Historical Reports Field continued Report Details Mi Description continued
53. issues this reason code when an IP Phone Agent or CAD crashes due to any reason or if the connection is disrupted Cisco CRS Historical Reports User Guide Release 6 0 1 E Chapter A Cisco CRS Reason Codes HI System Generated Reason Code Events CRS_FAILURE Reason Code 32764 State Logout The system issues this reason code when the active server becomes the standby server and the agent loses connection to the CRS Platform AGT_RNA Reason Code 32763 State Not Ready The system issues this reason code when the agent fails to answer an Unified CCX call within the specified timeout period AGT_OFFHOOK Reason Code 32762 State Not Ready The system issues this reason code when the agent goes off the hook to place a call If the agent remembered to do this task the corresponding agent triggered reason code is displayed If the agent did not remember to do this task the system issues this reason code AGT_RCV_NON_ICD Reason Code 32761 State Not Ready The system issues this reason code when the agent is logged on to the CAD or IP Phone and then receives a call that is not queued on the CRS Platform Cisco CRS Historical Reports User Guide Release 6 0 1 A 4 ChapterA Cisco CRS Reason Codes System Generated Reason Code Events W AGT_LOGON Reason Code 32760 State Not Ready The system issues this reason code when an agent logs in and is automatically placed in the Not Ready state
54. name in the File Name field automatically Click Save The Cisco CRS Historical Reports client saves the Report Settings file You can load this file whenever you need it Related Topics General Report Settings page 4 1 Detailed Report Settings page 4 4 Loading Report Settings page 4 10 Changing and Saving Report Settings page 4 11 Cisco CRS Historical Reports User Guide Release 6 0 1 E Chapter4 Generating Historical Reports W Saving and Loading Report Settings Loading Report Settings amp When you load report settings you specify the name of the Report Settings file in which the settings that you want are saved When the report loads these settings appear in the various fields in the CRS Historical Reports main window To load report settings from the Cisco CRS Historical Reports client main window perform the following steps If the client software is stopped you can start the client software and load a Report Settings file in one step by choosing the Report Settings file in the directory in which it is stored Note Step 1 Step 2 You cannot load a report settings file that contains settings for a report for which you do not have access You also cannot load a report settings file if the file was created when the client language was different than the current language Procedure In the Reporting Task area of the CRS Historical Reports main window click Load Existing Report Sett
55. page 5 11 Choosing Whether to Print or Export a Scheduled Report When a schedule executes the Cisco CRS Historical Reports client either prints the report or exports it saves it in a file After choosing this setting you can choose detailed report settings You also must choose schedule settings before the schedule will execute Related Topics e Printing a Scheduled Report page 5 7 e Exporting a Scheduled Report page 5 8 e Detailed Settings for Scheduled Reports page 5 10 e Choosing Schedule Settings page 5 11 Printing a Scheduled Report Scheduled reports print on the default printer that has been designated for your computer To print a scheduled report when it generates click the Export Type drop down arrow in the CRS Historical Reports main window and choose Export to Printer Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter5 Scheduling Historical Reports HZ General Settings for Scheduled Reports Now you can choose detailed report settings You also must choose schedule settings before the schedule will execute Related Topics e Exporting a Scheduled Report page 5 8 e Detailed Settings for Scheduled Reports page 5 10 e Choosing Schedule Settings page 5 11 Exporting a Scheduled Report The Cisco CRS Historical Reports client saves scheduled reports in files You can view print and manipulate the data in these files with other programs Unless you have changed the defaultExportPath
56. parameter in the hrcConfig ini file the Cisco CRS Historical Reports client stores these files on the client computer in the Cisco CRS Historical Reports Reports directory which is under the directory in which you installed the Cisco CRS Historical Reports system By default the system installs in the Program Files directory By default the client saves scheduled reports in a PDF file Also by default the client gives saved reports a descriptive file name that indicates the name of the report its language its date and time of creation the login identification of the user who scheduled it its scheduled recurrence its date range and the format of the file If desired you can specify another format location and file name If you change the file name the client automatically adds descriptive information to the new file name when it creates the file When you specify that a generated report is to be saved you can designate any of the formats shown in the following table Extension that the System Format Adds to the File Name Description Acrobat Format PDF pdf Portable Document Format file that can be read with Adobe Acrobat Reader Comma separated values CSV csv Comma separated text file Excel XLS xls Microsoft Excel file Rich Text Exact Format rtf RTF file that can be opened with Microsoft Word XML xml Extensible Markup Language file E Cisco CRS Historical Reports User Guide Release
57. should be distinguished from system programs which control the computer and run applications and utilities which are small assistance programs In Cisco CRS an application represents a configured combination of one or more triggers a script and the values for any parameter in that script Application Engine A group of Java beans that can be combined in many ways to create applications such as Unified IP IVR The Application Engine is the execution vehicle for all Cisco CRS based applications including Cisco Unified Contact Center Express and Cisco Unified IP IVR scripts ASR Automatic Speech Recognition A technology that allows users of IVR systems to speak entries rather than enter numbers on a keypad Automatic Call Distribution See ACD Automatic Speech Recognition See ASR C Call control group Allows you to control how the Cisco CRS system uses CTI ports Call queuing A method of handling calls until they can be answered by an agent Cisco CRS Historical Reports User Guide Release 6 0 1 Glossary CDP Cisco Discovery Protocol Media and protocol independent device discovery protocol that runs on all Cisco manufactured equipment including routers access servers bridges and switches Using CDP a device can advertise its existence to other devices and receive information about other devices on the same LAN or on the remote side of a WAN CDP runs on all media that support SNAP including LANs Fram
58. system defined reason code Time in Other RCs Total time that an agent spent in Not Ready state for the reasons indicated by reason codes that are not shown in the previous 8 columns You can sort the Agent Not Ready Reason Code Summary Report by this criterion Sort Criterion Result Agent Name Displays the report in alphabetical order by the names of agents Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Filter Parameter Report Details Mil You can filter the Agent Not Ready Reason Code Summary Report by any of these parameters Result Interval Length Entire report range Displays information from the report start time through the report end time but does not display information for specific intervals within the report period Thirty 30 minute intervals Displays information for 30 minute intervals within the report period The first interval begins at the report start time the next interval begins 30 minutes after the report start time and so on Sixty 60 minute intervals Displays information for 60 minute intervals within the report period The first interval begins at the report start time the next interval begins 60 minutes after the report start time and so on Resource Group Names Displays information for agents who belong to the specified resource group or groups Agent Names Displays information for th
59. that the agent was unable to enter a reason code Logged In Duration Elapsed time between the Login Time and the Logout Time Sort Criterion You can sort the Multichannel Agent Login Logout Activity Report by this criterion Result Agent Name Displays the report in alphabetical order by the names of agents Login Time Displays the report in order of the time that agents logged in to the system Logged in Duration Displays the report in order of the length of time that agents were logged in to the system Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Mi You can filter the Multichannel Agent Login Logout Activity Report by these parameters Filter Parameter Result Resource Group Displays information for agents that belong to the specified resource group or Names groups Agent Names Displays information for the specified agents Skill Names Displays information for agents that possess the specified skills Team Names Displays information for agents who belong to the specified teams Multichannel CSQ Activity Report The Multichannel CSQ Activity Report is specific to the Cisco Unified E Mail Interaction Manager Unified EIM and the Cisco Unified Web Interaction Manager Unified WIM It shows a summary of calls e mails and chats presented to handled by abandoned from and dequeued from each
60. the report in alphabetical order by the names of agents Login Time Displays the report in order of the time that agents logged in to the system Logged in Duration Displays the report in order of the length of time that agents were logged in to the system Filter Parameter You can filter the Agent Login Logout Activity Report by any of these parameters Result Resource Group Names Displays information for agents that belong to the specified resource group or groups Agent Names Displays information for the specified agents Skill Names Displays information for agents that possess the specified skills Team Names Displays information for agents who belong to the specified teams Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Mi Agent Not Ready Reason Code Summary Report The Agent Not Ready Reason Code Summary Report provides information about the length of time each agent spent in Not Ready state during the report period For each agent it shows the total log in time and the total time spent in Not Ready state This report also shows the length of time that agents spent in Not Ready state for the reasons indicated by the reason codes that agents entered when going to Not Ready state The report shows detailed information for each of up to eight reason codes and displays consolidated information f
61. this site you will find information about how to do the following e Report security vulnerabilities in Cisco products e Obtain assistance with security incidents that involve Cisco products e Register to receive security information from Cisco A current list of security advisories security notices and security responses for Cisco products is available at this URL http www cisco com go psirt To see security advisories security notices and security responses as they are updated in real time you can subscribe to the Product Security Incident Response Team Really Simple Syndication PSIRT RSS feed Information about how to subscribe to the PSIRT RSS feed is found at this URL http www cisco com en US products products_psirt_rss_feed html Reporting Security Problems in Cisco Products Cisco is committed to delivering secure products We test our products internally before we release them and we strive to correct all vulnerabilities quickly If you think that you have identified a vulnerability in a Cisco product contact PSIRT e For emergencies only security alert cisco com An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported All other conditions are considered nonemergencies e For nonemergencies psirt cisco com In an emergency you can also reach PSIRT by telephone e 1 877 228 7302 e 1 408 525 6532
62. time that the call was abandoned Aborted and Rejected Call Detail Report The Aborted and Rejected Call Detail Report provides detailed information about each call that is aborted or rejected by the system A call is aborted if an exception occurs in the workflow that is processing a call A call is rejected if system resources reach maximum capacity for example the maximum number of CTI ports is reached Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Mil The Aborted and Rejected Call Detail Report can include this chart Chart Name Description Total Calls by Displays the total number of aborted calls and rejected calls during the report Contact Disposition period A call is aborted when problems occur in executing the workflow script for example the workflow script throws exceptions A call is rejected when certain Unified CM or Cisco CRS resources are not sufficient for accepting incoming calls for example an insufficient number of CTI ports The Aborted and Rejected Call Detail Report includes a table that shows the following information for each aborted and rejected call Field Description Node ID Session Node ID is the unique numeric ID that the system assigned to each CRS server ID Sequence No in the cluster It starts with number 1 A Node ID value of 0 indicates that the data in the report is migrated fr
63. total number of calls that are handled within service level Percentage of Calls that Met Service Level For each CSQ displays the percentage of calls that are handled within service level Field The Contact Service Queue Service Level Priority Summary Report includes a table that shows the following information Description CSQ Name Call Skills Name of the CSQ and the call skills associated with the CSQ if the CSQ is configured based on resource skills Multiple skills are separated by commas Service Level sec Value entered in the Service Level field when the CSQ was set up in Cisco CRS Administration If the service level changed during the report period the report shows the old and new service level values Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Field continued Report Details Mi Description continued Calls Presented Number of calls routed to the CSQ whether or not an agent picked up the call Total Service Level Met Number and percentage of handled calls answered within the time shown in the Service Level field in Cisco CRS Administration The percentage is calculated as follows calls handled within service level calls presented 100 Number and Percentage of Calls that Met Service Level for Each Call Priority Priority 1 through Priority 10 Number and percentage of handled cal
64. window appears e Ifyou clicked the Save this program to disk radio button the Save As dialog box appears Perform the following steps Specify the directory in which you want to save the installation program CiscoAppReportsInstall exe and click Save If you have previously saved the installation program in the same directory a dialog box appears asking whether you want to replace the existing installation program file Click Yes to continue Cisco CRS Historical Reports User Guide Release 6 0 1 2 6 Chapter 2 Installation and Configuration Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Upgrading the Cisco CRS Historical Reports Client Hi When the installation file completes downloading click Open in the Download Complete dialog box The computer prepares to install the application and then it extracts the files that it needs for the installation When this process completes the Cisco CRS Historical Reports Setup window appears To upgrade to the new version of the client select the Upgrade Reinstall radio button and click Next To install the Historical Reports files in the Program Files directory on your computer click Next If you want to install the files in another directory click Browse choose the directory click OK and then click Next The Cisco CRS Historical Reports Setup window prompts you to select a program folder To use the Cisco CRS Historical Reports prog
65. 2 5 Login dialog box 1 5 1 6 Cisco CRS Historical Reports User Guide Release 6 0 1 i rm W index Remote Monitoring Detail Report 3 6 3 78 report choosing 4 2 date and time range 4 4 details 3 6 display size 4 15 exporting 4 21 finding text 4 16 generating 4 2 including charts 4 3 moving through 4 15 printing 4 20 scheduling 5 1 Report End Date field 4 4 report settings loading 4 10 saving 4 8 Report Settings file 4 2 4 5 4 8 4 11 Report Start Date field 4 4 Report Type drop down list 4 3 5 6 Report Viewer window 4 12 4 14 reset 4 2 4 5 5 5 Reset button 4 2 4 5 5 5 RTF Rich Text Format 4 21 5 8 S Save tool 4 9 sch ini file 2 11 2 15 6 6 schedule 5 1 5 2 Schedule button 5 15 scheduled reports choosing 5 6 detailed settings 5 10 exporting 5 8 including charts 5 6 information in 5 2 occurrence frequency 5 12 occurrence options 5 12 printing 5 7 range of recurrence options 5 12 5 13 saving 5 14 schedule settings 5 11 Scheduled Reports window 5 15 5 17 Schedule Future Reports Including Repeat Reports 5 6 5 11 Scheduler 5 15 6 4 exiting 5 4 functions 5 3 icon 5 4 starting 5 4 stopping 5 4 scheduler configuration file 2 11 2 15 Scheduler log file 6 4 Scheduler tool 5 15 schedules deleting 5 16 ordering 5 16 Cisco CRS Historical Reports User Guide Release 6 0 1 viewing 5 15 Schedule window 5 11 5 12 scheduling reports 5 1 Search Text too
66. 6 0 1 Chapter 5 Scheduling Historical Reports Step 1 Step 2 Step 3 Step 4 General Settings for Scheduled Reports W To save a scheduled report in a file when the report runs follow these steps Procedure Make sure that Export to File appears in the Export Type field in the Cisco CRS Historical Reports main window If Export to File does not appear click the Export Type drop down arrow and then choose Export to File from the list that appears If you want to change the default format location or file name for exported files click Export Location The Export Location button appears as in the window The Save As dialog box appears The Cisco CRS Historical Reports client will add information to the default file name shown in the File Name field when the report is generated If you want make changes in the Save As dialog box as follows e To change the location use the Save In drop down arrow the Folder Name pane or the Save In tools to specify the directory in which to save the exported report e To change the file name enter the new name in the File Name field or click the drop down arrow and then choose it from the list of existing names If you specify a file name that includes an extension shown in the Save as type drop down list the system will create a file in that format regardless of the format that you select in the Save As field e To change the format click the Save As Type
67. A call control model developed by Sun Microsystems JTAPI call control groups A pooled series of CTI ports that the Cisco CRS system uses to serve calls as they arrive at the Cisco CRS server L Log file A file that keeps track of the activity of a computer or an application Cisco CRS Historical Reports User Guide Release 6 0 1 Glossary W Master service The service that controls the service specific function in a Cisco CRS cluster where you can have more than one service of the same type Only one service of a given type can be the master within the Cisco CRS Engine component You cannot configure the master service MCS Media Convergence Server A turnkey server platform for Cisco CRS Media Termination See CMT Management Information Base See MIB Media Convergence Server See MCS Media Termination See CMT MIB Management Information Base Database of network management information that is used and maintained by a network management protocol such as SNMP or CMIP The value of a MIB object can be changed or retrieved using SNMP or CMIP commands usually through a graphical user interface network management system MIB objects are organized in a tree structure that includes public standard and private proprietary branches MRCP Media Resource Control Protocol An application level protocol that enables client devices requiring audio video stream processing to control media service resources l
68. Ahafo CISCO Cisco CRS Historical Reports User Guide Release 6 0 1 Cisco Unified Contact Center Express and Cisco Unified IP IVR July 2007 Americas Headquarters Cisco Systems Inc 170 West Tasman Drive San Jose CA 95134 1706 USA http Awww cisco com Tel 408 526 4000 800 553 NETS 6387 Fax 408 527 0883 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE ALL STATEMENTS INFORMATION AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND EXPRESS OR IMPLIED USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California Berkeley UCB as part of UCB s public domain version of the UNIX operating system All rights reserved Copyright 1981 Regents of the University of California NOTWITHSTANDING ANY OTHER WARRANTY HEREIN ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS CISCO AND THE ABOVE NAMED SUPPLIERS DISCLAIM ALL WARRANTIES EXPRESSE
69. Avg Speed of Answer Calculated as follows total queue time total ring time calls handled Avg Max Handle Time Average handle time for all calls that the CSQ handled and longest handle time of any one call that the CSQ handled Handle time is talk time hold time work time Calls Abandoned Number of calls routed to the CSQ but were not answered by an agent because the caller hung up or was disconnected Avg Max Time to Abandon Average time calls spent in queue before being abandoned and longest time any one call spent in queue before being abandoned Avg Max Abandon Per Day Average is the total number of calls abandoned divided by the number of days in the report period Maximum is the largest number of calls abandoned on a single day in the report period Calls Dequeued Number of calls queued for a CSQ and then dequeued by the Dequeue step in a workflow Avg Max Time to Dequeue Average time calls spent in queue before being dequeued and longest time any one call spent in queue before being dequeued Calls Handled by Other Total of the following calls e Calls queued for the CSQ then dequeued by the Dequeue step in a workflow then marked as handled by the SetSessionInfo step in the workflow e Calls queued for more than 1 CSQ and then handled by another CSQ Sort Criterion You can sort the Contact Service Queue Activity Report by any of these criteria Resu
70. CSQ It also shows calls handled by workflows in other CSQs and average and maximum time information for calls handled calls handled calls abandoned and calls dequeued Note Multichannel reports are specific to Unified EIM Unified WIM and use the MS SQL 2000 database installed in a mixed mode authentication To generate combined historical reports Cisco CRS requires access details for the Unified EIM Unified WIM database host name or IP address of the server database name database user and database password See the Cisco CRS Administration Guide for detailed configuration information Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports E Report Details Chart Name The Multichannel CSQ Activity Report can include these charts Description Max Queue Time for Contacts Presented by CSQ For each CSQ the contacts with the longest queue time Max Queue Time for Emails Presented by CSQ For each CSQ the e mail with the longest queue time Max Queue Time for Chats Presented by CSQ For each CSQ the chats with the longest queue time Average Speed of For each CSQ the average speed of answer for contacts handled Answer by CSQ Average Handle For each CSQ the average handle time for contacts handled Time by CSQ Average Time to For each CSQ average time contacts spent in queue before being abandoned Abandon by CSQ
71. Called Number If the call was a transfer the number that the call was transferred to In other cases this information is the same as the Original Called Number Original Called No Number originally dialed by the caller Can be either a route point number or an agent extension Application Name Name of the Unified CCX or Unified IP IVR application associated with the route point Queue Time For calls that were queued for the CSQ time that elapsed between the time a call entered the CSQ and the time the call was answered by an agent or disconnected 0 for other calls Talk Time For calls that were connected to agents elapsed time between the time that an agent answered the call and when the call was disconnected or transferred not including hold time 0 for other calls Hold Time For calls that were connected to agents elapsed time between the time that an agent first put the call on hold and when the agent last took the call off of hold not including talk time Blank for other calls Work Time For calls that were connected to agents amount of time that an agent spent in Work state after the call Blank for other calls 1 DN directory number 2 CTI computer telephony interface Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter 3 Descriptions of Historical Reports Sort Criterion Report Details Mil You can sort the Detailed Call by Call CCDR Report
72. Calls by Priority Priority 1 through Priority 10 Total number of calls by priority presented to each CSQ and the average number of calls per day by priority presented to each CSQ Call priorities range from 1 lowest to 10 highest All calls start with a default priority of 1 unless a different priority is set in the workflow Sort Criterion You can sort the Contact Service Queue Priority Summary Report by this criterion Result Contact Service Queue Name Displays the report in order of the name of the CSQs Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports E Report Details You can filter the Contact Service Queue Priority Summary Report by this parameter Result Filter Parameter Contact Service Queue Name Displays information for the specified CSQs Contact Service Queue Service Level Priority Summary Report The Contact Service Queue Service Level Priority Summary Report contains information about the total number and percentage of calls that are handled within service level and the number and percentage of calls that are handled within service level for each call priority Call priorities range from 1 lowest to 10 highest The Contact Service Queue Service Level Priority Summary Report can include these charts Chart Name Description Total Calls that Met Service Level For each CSQ displays the
73. Cisco CRS Historical Reports User Guide Release 6 0 1 xiv Preface Product Alerts and Field Notices W Tip We encourage you to use Pretty Good Privacy PGP or a compatible product for example GnuPG to encrypt any sensitive information that you send to Cisco PSIRT can work with information that has been encrypted with PGP versions 2 x through 9 x Never use a revoked encryption key or an expired encryption key The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL http www cisco com en US products products_security_vulnerability_policy ht ml The link on this page has the current PGP key ID in use If you do not have or use PGP contact PSIRT to find other means of encrypting the data before sending any sensitive material Product Alerts and Field Notices Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field Notices You can receive these announcements by using the Product Alert Tool on Cisco com This tool enables you to create a profile and choose those products for which you want to receive information To access the Product Alert Tool you must be a registered Cisco com user Registered users can access the tool at this URL http tools cisco com Support PAT do ViewMyProfiles do local en To register as a Cisco com user go to this URL
74. D OR IMPLIED INCLUDING WITHOUT LIMITATION THOSE OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING USAGE OR TRADE PRACTICE IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT SPECIAL CONSEQUENTIAL OR INCIDENTAL DAMAGES INCLUDING WITHOUT LIMITATION LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES CCVP the Cisco logo and the Cisco Square Bridge logo are trademarks of Cisco Systems Inc Changing the Way We Work Live Play and Learn is a service mark of Cisco Systems Inc and Access Registrar Aironet BPX Catalyst CCDA CCDP CCIE CCIP CCNA CCNP CCSP Cisco the Cisco Certified Internetwork Expert logo Cisco IOS Cisco Press Cisco Systems Cisco Systems Capital the Cisco Systems logo Cisco Unity Enterprise Solver EtherChannel EtherFast EtherSwitch Fast Step Follow Me Browsing FormShare GigaDrive HomeLink Internet Quotient IOS iPhone IP TV iQ Expertise the iQ logo iQ Net Readiness Scorecard iQuick Study LightStream Linksys MeetingPlace MGX Networking Academy Network Registrar Packet PIX ProConnect ScriptShare SMARTnet StackWise The Fastest Way to Increase Your Internet Quotient and TransPath are registered trademarks of Cisco Systems Inc and or its affiliates in the United States and certain other co
75. Detail Activity Report Chart Name The Abandoned Call Detail Activity Report provides information about calls that are abandoned For Unified CCX calls a call is abandoned if it is not answered by an agent and the caller hangs up or is disconnected For Unified IP IVR calls a call is abandoned if it does not get past the workflow step that sets the handled flag If a call has more than one leg that is abandoned for example an Unified IP IVR call that is processed by different applications each abandoned leg is displayed in this report The Abandoned Call Detail Activity Report can include this chart Description Calls Abandoned Each Day by Final Call Priority For each day in the date range displays the total number of calls abandoned and the final priority of the calls Field The Abandoned Call Detail Activity Report includes a table that shows the following information for each abandoned call Description Call Start Time Date and time that this call leg started Called Number Telephone number that the caller dialed Call ANI Telephone number of the originator of the call If originated by an agent the Unified CCX extension of the agent If originated by a caller other than an agent the telephone number of the caller Initial Call Priority Priority that the Unified CCX workflow assigned to the call when the call was received from lowest to 10 highest All calls start with a de
76. Displays the report in order of the time duration of the monitoring session Traffic Analysis Report Chart Name The Traffic Analysis Report shows information about incoming calls to the Cisco CRS system The information is provided for each day in the report range and includes information about the peak hour of each day The Traffic Analysis Report can include these charts Description Total Incoming Calls by Date Displays the total number of calls received by the Cisco CRS system for each day in the report range Peak Calls by Date For each date displays the number of calls received in the hour with the most calls Average Call Duration by Date Displays the average length of calls for each day in the report range Cisco CRS Historical Reports User Guide Release 6 0 1 _ Chapter 3 Descriptions of Historical Reports Field Report Details The Traffic Analysis Report includes a table that shows the following information for each date in the report range Description Date Date for which information is provided Total Incoming Calls Total number of calls received by the Cisco CRS system for the day Avg Calls per hour Average number of calls received during each hour for the day Peak Calls per hour Number of calls received during the peak hour See the next field Peak Hour Start Peak Hour End Start and end time of the hour in a day duri
77. Executes schedules at their scheduled times based on the time and date of the CRS Historical Reports client computer Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter5 Scheduling Historical Reports HE The Scheduler S The Scheduler runs automatically and unattended in the background on the Cisco CRS Historical Reports client computer It will not affect other activities that you perform on the client computer The Scheduler should always be left running even when you exit the CRS Historical Reports main window If the Scheduler is not running when a schedule should execute the schedule will not execute If a schedule does not execute because the Scheduler is not running the Missed Report dialog box appears when the Scheduler restarts For more information see the Handling Missed Schedules section on page 5 17 You can control the Scheduler using the Scheduler icon shown in Figure 5 1 This icon appears in the status area on your Windows taskbar Figure 5 1 Scheduler Icon To verify that the Scheduler is running right click the Scheduler icon and look at the Run Scheduler option in the Scheduler menu If Run Scheduler is dimmed that is unavailable the Scheduler is running Note The Scheduler icon does not appear in the Windows status bar under a terminal service session If you need to access features from the Schedule icon you must do so from the computer on which the Scheduler is in
78. I ports Agent Name For an Unified CCX call the name of the agent who handled this call Application Name Name of the Unified CCX or Unified IP IVR application associated with the route point Custom Variable 1 The contents of the variable _ccdrVar1 if this variable is set by the Set Session Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked Custom Variable 2 The contents of the variable _ccdrVar2 if this variable is set by the Set Session Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked Custom Variable 3 The contents of the variable _ccdrVar3 if this variable is set by the Set Session Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked Custom Variable 4 The contents of the variable _ccdrVar4 if this variable is set by the Set Session Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked Custom Variable 5 The contents of the variable _ccdrVar5 if this variable is set by the Set Session Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked Cisco CRS Historical Reports User Guide Release 6 0 1 3 36 _ Chapter 3 Descriptions of Historical
79. Interval and CSQ For each CSQ displays the total number of calls abandoned in each time interval Cisco CRS Historical Reports User Guide Release 6 0 1 3 54 _ Chapter 3 Descriptions of Historical Reports Field Report Details The Contact Service Queue Call Distribution Summary Report includes a table that shows the following information for each CSQ Description CSQ Name Call Skills Name of the CSQ and the call skills associated with the CSQ if the CSQ is configured based on resource skills Multiple skills are separated by commas Calls Handled Number of calls handled by the CSQ A call is considered to be handled when an agent picks up the call Total Percentage Calls Handled With Queue Time 0 T sec Time interval showing the number and percentage of handled calls with a queue time that is less than or equal to T seconds You can specify the value for T in the Filter Parameter field in the Report Detail area The default value for Tis 15 seconds and in this case this field shows as 0 15 seconds Total Percentage Calls Handled With Queue Time 0 27 sec Time interval showing the number and percentage of handled calls with a queue time that is less than or equal to 2T seconds You can specify the value for T in the Filter Parameter field in the Report Detail area The default value for Tis 15 seconds and in this case this field shows as 0 30 seconds Total Pe
80. Max Longest total hold time of any one call that the agent handled Work Time Avg Average amount of time that an agent spent in Work state after calls Work Time Max Longest amount of time that an agent spent in Work state after any call Idle Time Avg Average amount of time that an agent spent in Not Ready state Idle Time Max Longest single amount of time that an agent spent in Not Ready state Sort Criterion You can sort the Agent Summary Report by any of these criteria Result Agent Name Displays the report in alphabetical order by the names of agents Avg Logged In Time Displays the report in order of the average time that agents were logged in to the system Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports E Report Details Sort Criterion Result continued Total Calls Presented Displays the report in order of the number of calls presented to agents Total Calls Handled Displays the report in order of the number of calls handled by agents Filter Parameter You can filter the Agent Summary Report by any of the following parameters For the Top N and the Bottom N parameters you specify the number N of agents that you want the report to show For example if you specify 3 for the Top N Calls Handled Presented Ratio parameter the report will show the three agents with the l
81. Network Management Protocol The standard protocol for network management software Using SNMP programs called SNMP agents monitor devices on the network Another program collects the data from the agents The database created by the monitoring operations is called a management information base MIB SNMP agent Simple Network Management Protocol agent Hardware or software that monitors devices on a network Data from an SNMP agent which is contained in a MIB helps in network management and troubleshooting SNMP service A Windows service that provides a framework for SNMP and provides the SNMP agent that interfaces with SNMP subagents SNMP subagent Cisco provides SNMP subagents to support each Cisco MIB The SNMP service loads the Cisco SNMP subagents and it exchanges SNMP messages with the SNMP subagents The SNMP service formats information as MIBs and sends this information to a Network Management System NMS It also sends traps from the SNMP subagents to the appropriate SNMP trap receivers I Cisco CRS Historical Reports User Guide Release 6 0 1 BCEE WE Glossary Step A single element in the Cisco CRS Editor that accomplishes a specific function Subfacility A traceable software component Subsystem Extensible modular development environment that performs a particular function Syslog A Cisco standard that allows for logging of errors across an enterprise Provides local logging of network events to files Als
82. RS Historical Reports User Guide Release 6 0 1 Chapter2 Installation and Configuration Configuration Files Hi e Selected Reporting Package This pane shows the applications if any that the user can access to generate historical reports Step6 To select one or more applications for which the user will be able to generate historical reports click the reporting package name in the Installed Reporting Package pane and then click gt The reporting package name moves to the Selected Reporting Package pane To unselect a name that appears in the Selected Reporting Package pane choose that application name and then click lt The reporting package name moves to the Installed Reporting Packages pane Step7 Click Update to give the user access to historical reports for the selected applications To configure another user repeat Step 4 through Step 7 Configuration Files The CRS Historical Reports client maintains two configuration files on each client computer The following sections explain each file in detail The configuration files are e hrcConfig ini This file is stored in the Cisco CRS Historical Reports directory which is under the directory in which you installed the Cisco CRS Historical Reports client system By default the system installs in the Program Files directory This file contains general instructions for the Cisco CRS Historical Reports client system e sch ini This file is stored in the Cis
83. RS system is installed in another directory replace program files with that directory name Type the following command to start database logging setsqllogging dbusername dbpassword on Replace dbusername with the login name for the Cisco CRS database and replace dbpassword with the login password for the database If you want to exit the Command window now type exit The database log will continue to run From the Cisco CRS Historical Reports client try again to generate the report that caused the problem Repeat Step 1 Step 2 and Step 3 At the command prompt type the following command getlogging dbusername dbpassword gt gt filename Replace dbusername with the login name for the Cisco CRS database replace dbpassword with the login password for the database and replace filename with the name of a file in which to save the database log information Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter6 LogFiles HZ Server Log Files Step8 Type the following command to stop the database log setsqllogging dbusername dbpassword off Replace dbusername with the login name for the Cisco CRS database and replace dbpassword with the login password for the database Step9 If you have not yet exited the Command window type exit at the command prompt The file with the name you specified in Step 7 is the database log file You can forward this file to the Cisco Technical Assistance Center for assistanc
84. Real Time Transport Protocol See RTP Record also database record In a database a group of fields that make up one complete entry For example record about a customer might contain fields for name address and telephone number Repository The subdirectory in the configuration datastore where Cisco user scripts are stored You manage your Cisco scripts with the Repository Manager Resource Agent enabled to handle Unified CCX calls Resource group A set of related resources RTP Real Time Transport Protocol One of the IPv6 protocols RTP is designed to provide end to end network transport functions for applications transmitting real time data such as audio video or simulation data over multicast or unicast network services RTP provides services such as payload type identification sequence numbering time stamping and delivery monitoring to real time applications I Cisco CRS Historical Reports User Guide Release 6 0 1 BCEE WE Glossary S Scheduler A program that resides on a Cisco CRS Historical Reports client computer The Scheduler maintains information about each scheduled report including when the report should execute and what information the report should contain The scheduler also executes scheduled reports at their scheduled times based on the time and date of the Cisco CRS Historical Reports client computer Script A sequence of steps constructed in the Cisco CRS Editor Scripts are sometimes
85. Report Settings file choose File gt Save As Enter the new file name in the Save As dialog box and then click Save Note If you load and make changes to a Report Settings file without saving the file and you then try to choose a new report type or exit Cisco CRS Historical Reports the computer displays a dialog box asking if you first want to save the changes that you made to the Report Settings file Click Yes to save the changes in the original Report Settings file or click No to continue without saving the changes Sample Historical Reports Some sample historical reports are located with the product documentation under the Design Guides section in the following web site http www cisco com en US partner products sw custcosw ps 1846 products_us er_guide_list html Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter4 Generating Historical Reports HI The Report Viewer The Report Viewer The Report Viewer window appears automatically when you click View in the CRS Historical Reports main window to generate a report The Report Viewer window contains the report you have generated It also contains a toolbar shown in Figure 4 2 which provides tools for moving through the report printing the report exporting the report finding text in the report and viewing information about groups Figure 4 2 Report Viewer Toolbar a be o Item cher aN 73883 3 38 of 3 PIF Reference
86. S Historical Reports session any information that you previously entered in the general or detailed fields for this report appears in these fields again Now you can choose additional general report settings and choose detailed report settings You also must specify a date and time range for the report before you can view it Related Topics e Including Charts with a Report page 4 3 e Choosing the Date and Time Range for a Report page 4 4 e Detailed Report Settings page 4 4 e Viewing Reports page 4 14 Including Charts with a Report By default each historical report contains one or more charts that display specific information in the report You can choose whether to include or omit charts If you want to include charts with the report that you have chosen as explained in the Choosing the Report to Generate section on page 4 2 check the Include Charts in Report check box in the General Report Settings area If you do not want to include charts uncheck this check box After choosing this setting you must choose a date and time range for the report before you can view it You also can choose detailed report settings Related Topics e Choosing the Report to Generate page 4 2 e Choosing the Date and Time Range for a Report page 4 4 e Detailed Report Settings page 4 4 e Viewing Reports page 4 14 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter4 Generating Historical Reports WE Detailed Rep
87. VR Standard Enhanced Premium Agent State Detail Report Yes Yes Yes Agent State Summary Report by Agent Yes Yes Yes Agent State Summary Report by Yes Yes Yes Interval Agent Summary Report Yes Yes Yes Application Performance Analysis Yes Yes Yes Yes Report Application Summary Report Yes Yes Yes Call Custom Variables Report Yes Yes Yes Called Number Summary Activity Report Yes Yes Yes Common Skill Contact Service Queue Yes Yes Yes Activity Report by Interval Contact Service Queue Activity Report Yes Yes Yes Contact Service Queue Activity Report Yes Yes Yes by CSQ Contact Service Queue Activity Report Yes Yes Yes by Interval Contact Service Queue Call Distribution Yes Yes Yes Summary Report Contact Service Queue Priority Summary Yes Yes Yes Report Contact Service Queue Service Level Yes Yes Yes Priority Summary Report CSQ Agent Summary Report Yes Yes Yes Detailed Call by Call CCDR Report Yes Yes Yes Yes Detailed Call CSQ Agent Report Yes Yes Yes Multichannel Agent Contact Summary Yes with Report Multichannel license Cisco CRS Historical Reports User Guide Release 6 0 1 E Chapter2 Installation and Configuration W Giving Users Access to Cisco CRS Historical Reports Unified IP Unified CCX Unified CCX Unified CCX Report Name IVR Standard Enhanced Premium Multichannel Agent Login Logout Yes w
88. a whole string or a substring for which to search Separate multiple strings with commas When this filter parameter is specified the report displays calls for which Custom Variable 1 contains the string or any of the substrings entered Custom Variable 2 Enter a whole string or a substring for which to search Separate multiple strings with commas When this filter parameter is specified the report displays calls for which Custom Variable 2 contains the string or any of the substrings entered Custom Variable 3 Enter a whole string or a substring for which to search Separate multiple strings with commas When this filter parameter is specified the report displays calls for which Custom Variable 3 contains the string or any of the substrings entered Custom Variable 4 Enter a whole string or a substring for which to search Separate multiple strings with commas When this filter parameter is specified the report displays calls for which Custom Variable 4 contains the string or any of the substrings entered Custom Variable 5 Enter a whole string or a substring for which to search Separate multiple strings with commas When this filter parameter is specified the report displays calls for which Custom Variable 5 contains the string or any of the substrings entered Custom Variable 6 Enter a whole string or a substring for which to search Separate multiple strings with commas When this filter parameter is specified
89. age home page displays information about the cluster profile A cluster profile includes data relating to the Cisco CRS servers components and licenses installed in a cluster CMT Cisco Media Termination An option to terminate the media on an agent s personal computer Codec Coder Decoder A sampling and compression algorithm Comma Separated Value See CSV Component An installation unit either hardware or software that you can install in a Cisco CRS system Cisco CRS software components include the Cisco CRS Engine the Database component the Monitoring component and the recording component Hardware components include servers and client computers You select the components you want when you install the system Configuration file A file containing information for a computer or an application Contact A connection with a remote customer Contact Service Queue See CSQ Cisco CRS Datastores Components that allow you to manage and monitor historical repository and configuration data across all servers in the Cisco CRS cluster Cisco CRS Historical Reports User Guide Release 6 0 1 Glossary W csa Contact Service Queue In Unified CCX a CSQ is a call queue associated with one and only one Unified CM CTI Route Point CSV Comma separated value A text file format used as a way of recording database fields CTI Computer Telephony Integration The name given to the merger of traditional telecommunications
90. al Called Number Original Called No Number originally dialed by the caller Can be either a route point number or an agent extension Application Name Name of the Unified CCX or Unified IP IVR application associated with the route point Call Routed CSQ CSQ to which the call was routed This field is blank if the call was aborted or rejected before being routed to any CSQ 1 DN directory number 2 CTI computer telephony interface Sort Criterion You can sort the Aborted and Rejected Call Detail Report by any of these criteria Result Node ID Session ID Sequence No Displays the report in the order sorted by node ID session ID and sequence number Call Start Time Displays the report in order of call start times Abort Reject Reason Displays the report in alphabetical order by abort reject reason Called Number Displays the report in order of the number that the caller dials Filter Parameter You can filter the Aborted and Rejected Call Detail Report by this parameter Result Contact Disposition If you select Aborted the report will show only aborted calls If you select Rejected the report will show only rejected calls If you select both options the report will show both types of calls Cisco CRS Historical Reports User Guide Release 6 0 1 _ Chapter 3 Descriptions of Historical Reports Report Details Mi Agen
91. als if you specify an interval with the Interval Length filter parameter Filter Parameter You can filter the Common Skill Contact Service Queue Activity Report by Interval by this parameter Result Interval Length Entire report range Displays information from the report start time through the report end time but does not display information for specific intervals within the report period Thirty 30 minute intervals Displays information for 30 minute intervals within the report period The first interval begins at the report start time the next interval begins 30 minutes after the report start time and so on Sixty 60 minute intervals Displays information for 60 minute intervals within the report period The first interval begins at the report start time the next interval begins 60 minutes after the report start time and so on CSQ Names Displays information for the specified CSQs Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Contact Service Queue Activity Report The Contact Service Queue Activity 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 handled calls abandoned and calls dequeued The Contact Service Queue Activity Report can
92. ameter Otherwise the beginning date and time and ending date and time of the report range Agent Name First name and last name of the agent Extension Unified CCX extension that the Unified CM assigned to the agent Total Logged in Time Total time that the agent was logged in to the Unified CCX system during the interval Not Ready Time Length and percentage of time that an agent spent in Not Ready state Ready Time Length and percentage of time that an agent spent in Ready state Reserved Time Length and percentage of time that an agent spent in Reserved state Talk Time Length and percentage of time that an agent spent in Talk state Work Time Length and percentage of time that an agent spent in Work state Cisco CRS Historical Reports User Guide Release 6 0 1 3 26 Chapter3 Descriptions of Historical Reports Field continued Report Details Mil Description continued Summary For all agents in each interval in the report range total logged in time total and percentage not ready time total and percentage ready time total and percentage reserved time total and percentage talk time and total and percentage work time Grand Total Total information for all agents and all intervals during the report period Includes total logged in time total and percentage not ready time total and percentage ready time total and percentage reserved time to
93. an specify for historical reports and the information that is contained in each type of report The time and date for data in scheduled reports is always the time and date of the Cisco CRS server Schedule Type Recurrence Options Information Contained in the Report Daily e Every day Sunday through A daily report always contains data from Saturday 12 00 midnight 0000 to 11 59 59 p m 1159 59 for the day before the report e Every weekday Monday through i Friday runs For example a daily report that runs on Tuesday will contain data for the e Every n days for example every 3 preceding Monday days Note A report that is scheduled to recur every weekday will run every Tuesday through Saturday so that it can include information for Monday through Friday Weekly e Every week on a certain day for A weekly report always contains data example every Monday from Sunday at 12 00 midnight 0000 to Saturday at 11 59 59 p m 1159 59 for the week before the report runs regardless of the day of the week on which the report runs For example a weekly report that runs on Monday on Wednesday or on Friday will contain data for Sunday through Saturday of the previous week e Every n weeks on a specific day for example every two weeks on Friday Cisco CRS Historical Reports User Guide Release 6 0 1 5 2 Chapter 5 Scheduling Historical Reports Schedule Type Recurrence Options Recommend
94. arameter Detailed Settings Available To specify a filter parameter for the report that you have chosen as explained in the Choosing the Report to Generate section on page 4 2 follow these steps Procedure In the Reporting Task area of the Cisco CRS Historical Reports main window click the Generate and View Historical Reports radio button The window displays tabs for general and detailed report settings Click the Detailed tab The Detailed Report Settings area appears Click the Filter Parameter drop down arrow to view a list of available filter parameters and then choose the filter parameter that you want to use Depending on the filter parameter you choose the Available pane of the Parameter Setting area displays either a list of available parameter settings or the Enter Parameter Value field If you have previously chosen parameter settings for this report and this parameter during this session the settings you chose before appear in the Selected pane If a list of available parameter settings appears choose the parameter setting or settings that you want to use as follows e To choose specific settings that appear in the Available pane click the settings and then click gt The settings move to the Selected pane To select all of the settings click gt gt without choosing any settings e To unselect specific settings that appears in the Selected pane choose that setting and then click lt To unselect all setti
95. argest ratios If more than n agents where n is the number that you specify have identical largest or smallest values the report shows the first n agents in alphabetical order Result Resource Group Names Displays information for agents that belong to the specified resource group or groups Agent Names Displays information for the specified agents Skill Names Displays information for agents who possess the specified skills Team Names Displays information for agents who belong to the selected teams Top N Calls Displays information for the n agents with the largest ratios of calls handled to Handled Presented calls presented Ratio Bottom N Calls Displays information for the n agents with the smallest ratios of calls handled to Handled Presented calls presented Ratio Top N Avg Hold Time Displays information for the n agents with the longest average hold times Bottom N Avg Hold Time Displays information for the n agents with the shortest average hold times Top N Avg Talk Time Displays information for the n agents with the longest average talk times Bottom N Avg Talk Time Displays information for the n agents with the shortest average talk times E Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Mil Filter Parameter Result continued Top N Avg Work Displays information for
96. as Voice Response Units VRUs and ACDs Cisco Unified Web Interaction Manager Unified WIM Unified WIM ensures that your online customers are connected easily and seamlessly to the right agent every time It also provides powerful file sharing capabilities which allows agents to easily share files residing on their desktop Advanced co browsing capabilities allow agents and the customers to fill out forms together field by field even highlighting specific areas of a form or Web page for additional clarity Configuration Datastore Server CDS The Cisco CRS Configuration Datastore Server CDS manages and shares configuration component and application information within the Cisco CRS cluster and communicates with Unified CM Cisco Discovery Protocol See CDP Cisco Media Termination See CMT CISCO VOICE APPS MIB Cisco Voice Applications Management Information Base Provides information about supported SNMP traps CiscoWorks CiscoWorks available as a package separate from Cisco CRS provides a suite of web based applications for managing Cisco devices It is the network management system NMS of choice for the Cisco CRS system and for other Cisco Unified Communications family of products Cluster A Cisco CRS cluster consists of a server node running Cisco CRS components in your Cisco CRS deployment I Cisco CRS Historical Reports User Guide Release 6 0 1 a cls WE Glossary Cluster profile The Cisco CRS web p
97. as a tab that shows the name of the group If several Group Pane tabs appear you can display the information that you want by clicking its tab To display the Group Tree when you are viewing information in a Group Information Pane click the Preview tab To close the Preview pane any time it is displayed click the Toggle Group Tree tool To close a Group Information pane when it is displayed click the Close Current View tool Displaying Group Information from a Report Chart In many reports moving the mouse pointer over information displayed in the charts generated with the reports causes the pointer to change to a magnifying glass The magnifying glass indicates that you can display group information from that chart To display group information from a chart follow these steps Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter4 Generating Historical Reports HI The Report Viewer Step 1 Step 2 Step 3 Procedure Make sure that the mouse pointer has changed to a magnifying glass and then double click the group name or its associated data The Group Information pane appears displaying information for the group To return to the chart click the Preview tab To close a Group Information pane when it is displayed click the Close Current View tool Printing Reports Step 1 Step 2 Step 3 Step 4 You can print a report while viewing any part of the report If you are viewing informati
98. ations for Scheduling W Information Contained in the Report Monthly e Every month on a specific date for A monthly report always contains data example the 15th of every month from the first day of the previous month at e Every month on a certain day for 12 00 midnight 0000 to the last day of example the first Friday of every the previous month at 11 59 59 p m month 1159 59 For example a monthly report that runs on any day in February will Note Ifa monthly report is scheduled contain data for all of January to run on a date that does not occur in some months for example the 30th or 31st the report will run on the last day of a month that does not contain the date Once Any single date and time that you specify A report that runs once contains data for the date and time range that you specify Recommendations for Scheduling When a scheduled report generates it can use significant resources on the Cisco CRS server To help keep the server running most efficiently schedule reports to generate at times when the Cisco CRS server is least busy for example late at night or early in the morning The Scheduler The CRS Historical Reports client includes a program called the Scheduler A Scheduler resides on each client computer and performs these functions e Maintains information about each schedule including when each schedule should execute and what information the scheduled report should contain e
99. bound ACD Total number of Unified CCX calls received by the agent Total Inbound ACD Avg For Unified CCX calls received the average time that the agent spent in Talk Talk Hold Work state on hold and in Work state Inbound Total number of non Unified CCX calls received by the agent This number Non ACD Total includes calls made by other agents and by outside parties Inbound Non ACD Avg Max Talk Time For non Unified CCX calls received the average time that the agent spent talking and the longest time that the agent spent talking for any 1 call Outbound Total Total number of calls made by the agent This number includes calls attempted and calls connected Outbound Avsg Max Call Time For outbound calls 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 Email Total Total number of e mails sent by the agent Email Time For e mails the total e mail time Chat Total Total number of chats by the agent Chat Time For chats the total chat time Sort Criterion You can sort the Multichannel Agent Contact Summary Report by this criterion Result Agent Name Displays the report in alphabetical order by the names of agents Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Sort
100. by either of these parameters Result Contact Service Queue Names Displays information for the specified CSQs Time Interval sec T Lets you specify the number of seconds T that the report uses for the 4 time interval fields The default value for T is 15 seconds Cisco CRS Historical Reports User Guide Release 6 0 1 3 56 Chapter 3 Descriptions of Historical Reports Report Details Mi Contact Service Queue Priority Summary Report The Contact Service Queue Priority Summary Report shows the total number of calls presented to each CSQ selected It also shows the total number of calls by priority and the average number of calls per day by priority that were presented to each CSQ The Contact Service Queue Priority Summary Report can include this chart Chart Name Description Total Calls For each CSQ displays the number of calls of each call priority presented to the Presented by CSQ CSQ and Call Priority Field The Contact Service Queue Priority Summary Report includes a table that shows the following information for each CSQ Description CSQ Name Call Skills Name of the CSQ and the call skills associated with the CSQ if the CSQ is configured based on resource skills Multiple skills are separated by commas Total Calls Presented Total number of calls presented to the CSQ whether or not an agent picked up the call Total and Average Number of
101. by the system to each CRS server in ID Sequence No the cluster It starts with number 1 Session ID is the unique session identification number assigned by the system to each call Sequence No is the session sequence number assigned by the system to each call leg The session sequence number increases by for each leg of a call Note A Node ID value of 0 indicates that the data in the report is migrated from Cisco CRS 3 x Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports HI Report Details Field continued Description continued Start Time Date and time that the call started and date and time that the call was End Time disconnected transferred or redirected Contact Disposition Disposition of a call abandoned handled aborted or rejected For an Unified CCX call a call is abandoned if the call disconnects before connecting to an agent The call is handled when the call is connected to an agent For an Unified IP IVR call a call is abandoned if it does not reach the workflow step that defines the call as handled The call is handled when it reaches this step A call is aborted when problems occur in executing the workflow script for example the workflow script throws exceptions A call is rejected when certain Unified CM or Cisco CRS resources are not sufficient for accepting incoming calls for example an insufficient number of CT
102. ce Group Names b r Parameter Setting General Available Selected Raz E p E ae Selected Values Operation A eno O eno O 73881 Choosing detailed report settings is optional If you do not choose one or more settings the report will contain all relevant information presented in the default order This default order appears in the Sort Report By field You can return report settings to their default values at any time by clicking Reset in the CRS Historical Reports main window This action resets both detailed report settings and general report settings If a Report Settings file is loaded clicking Reset returns both detailed report settings and general report settings to the values specified in that file Related Topics e Specifying a Sorting Method page 4 6 e Specifying a Filter Parameter page 4 6 e Saving and Loading Report Settings page 4 8 Cisco CRS Historical Reports User Guide Release 6 0 1 E Chapter4 Generating Historical Reports HZ Detailed Report Settings Specifying a Sorting Method You can specify a sorting method to display the information in reports in a particular order For detailed information about the sorting methods available for a particular report see the description of that report in the Report Details section on page 3 6 To specify a sorting method for the report that you have chosen as explained in the Choosing the Report to Generate sec
103. ch the Cisco CRS databases are duplicated DATABASE under CRS_DATABASE_ALTERNATIVE If you want the Cisco CRS Historical Reports client to access databases with names other than the default Cisco CRS database names specify the alternative name of the main database here Valid value Name of the alternative main database NETWORK under CRS_DATABASE_ALTERNATIVE If you want the Cisco CRS Historical Reports client to access databases using a network library other than the default network library dbmssocn for TCP IP specify the name of the alternative network library here Valid value Name of the alternative network library for example dbnmpntw for named pipes Related Topic e Client System Log Files page 6 2 The sch ini Configuration File The sch ini file contains general instructions for the Scheduler including the location of the Scheduler database the level of detail in which to record log file information and how to handle missed schedules The following table shows the parameters in this file Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter2 Installation and Configuration WE Configuration Files Parameter Explanation database Database file in the Cisco CRS Historical Reports Scheduler directory in which scheduling information is stored If you change this parameter you must also change the database parameter in the hrcConfig ini configuration file to the same
104. cheduling Historical Reports 5 1 Information in Scheduled Reports 5 2 Recommendations for Scheduling 5 3 The Scheduler 5 3 General Settings for Scheduled Reports 5 5 Choosing the Report to Schedule 5 6 Including Charts with a Scheduled Report 5 6 Choosing Whether to Print or Export a Scheduled Report 5 7 Printing a Scheduled Report 5 7 Exporting a Scheduled Report 5 8 Detailed Settings for Scheduled Reports 5 10 Choosing Schedule Settings 5 11 Saving a Schedule 5 14 Viewing and Deleting Schedules 5 15 Cisco CRS Historical Reports User Guide Release 6 0 1 Contents W Arranging the Order of Display 5 16 Deleting Schedules 5 16 Handling Missed Schedules 5 17 Log Files 6 1 Overview of Log Files 6 1 Client System Log Files 6 2 Historical Reports Client Log Files 6 3 Scheduler Log Files 6 4 Opening Log Files on the Client System 6 4 Interpreting Log Files on the Client System 6 5 Server Log Files 6 6 Database Log File 6 6 Servlets Log File 6 8 Cisco CRS Reason Codes A 1 About Reason Codes A 2 System Generated Reason Code Events A 2 AGT_RELOGIN A 3 CLOSE_CAD A 3 CONNECTION_DOWN A 3 CRS_FAILURE A 4 AGT_RNA A 4 AGT_OFFHOOK A 4 AGT_RCV_NON_ICD A 4 AGT_LOGON A 5 PHONE_DOWN A 5 WORK_TIMER_EXP A 5 CM_FAILOVER A 5 Cisco CRS Historical Reports User Guide Release 6 0 1 E Contents PHONE_UP A 6 CALL_ENDED A 6 DEVICE_RESTRICTED A 6 LINE_RESTRICTED A 7 INDEX Cisco CRS Historical Re
105. chronized past date and time If you see this footnote you can take one of these actions e Wait a few minutes then generate the report again e Ifa failover has occurred wait until the standby server falls back e Generate the report again but specify a period end time that is before date and time Cisco CRS Historical Reports User Guide Release 6 0 1 CHAPTER i Generating Historical Reports When you generate a report with the Cisco CRS Historical Reports client you perform the following general steps 1 Choose general report settings including the name of the report whether to include charts and the date and time range for which you want information 2 Choose detailed report settings if you want including a sort method and a filter parameter 3 Use the Report Viewer to view print or save export the report The following sections explain these steps in detail and include these topics e General Report Settings page 4 1 e Detailed Report Settings page 4 4 e Saving and Loading Report Settings page 4 8 e The Report Viewer page 4 12 General Report Settings General report settings include e Name of the report to generate e Whether to include charts with the report e Date and time range of the information contained in the report Cisco CRS Historical Reports User Guide Release 6 0 1 i Chapter4 Generating Historical Reports HZ General Report Settings You can return report se
106. co CRS Historical Reports Scheduler directory which is under the directory in which you installed the Cisco CRS Historical Reports client system By default the system installs in the Program Files directory This file contains instructions regarding the Scheduler You can edit either of these configuration files and make changes if needed To edit a configuration file perform these steps Cisco CRS Historical Reports User Guide Release 6 0 1 i m Chapter2 Installation and Configuration WE Configuration Files Step 1 Step 2 Step 3 Step 4 Procedure Use any text editor to open the configuration file Make changes to parameters as desired A Caution If you edit the configuration files and make changes that are not recognized by the system you may face the risk of corrupting the system Save the file and exit the text editor If you edit the hrcConfig ini file while the Cisco CRS Historical Reports client is running exit and restart the client program to cause your changes to take effect If you edit the sch ini file right click the Scheduler icon that appears in the status area on your Windows task bar and choose Stop Scheduler Then right click the Scheduler icon again and choose Run Scheduler to cause your changes to take effect Related Topics e The hrcConfig ini Configuration File page 2 12 e The sch ini Configuration File page 2 15 The hrcConfig ini Configuration File The hrcConf
107. creases by 2 Cisco CRS Historical Reports User Guide Release 6 0 1 _ Chapter 3 Descriptions of Historical Reports Field continued Report Details Description continued Calls Presented Number of calls sent to the agent whether or not the agent picked up the call If a call was connected to an agent transferred to another agent and then transferred back to the original agent the value for the original agent increases by two once for each time the call was presented Handle Ratio Number of calls that the agent handled divided by the number of calls presented to the agent Handle Time Avg Average handle time for all calls that the agent handled Handle time is talk time hold time work time Handle Time Max Longest handle time of any one call that the agent handled Handle time is talk time hold time work time Talk Time Avg Average talk time for all calls that the agent handled Talk time is the elapsed time between the time that an agent connects to a call and when the call is disconnected or transferred not including hold time Talk Time Max Longest talk time of any one call that the agent handled Talk time is the elapsed time between the time that an agent connects to a call and when the call is disconnected or transferred not including hold time Hold Time Avg Average total hold time for all calls that the agent handled Hold Time
108. criptions of Historical Reports E Report Details Filter Parameter You can filter the Contact Service Queue Activity Report by Interval by any of these parameters Result Interval Length Entire report range Displays information from the report start time through the report end time but does not display information for specific intervals within the report period Thirty 30 minute intervals Displays information for 30 minute intervals within the report period The first interval begins at the report start time the next interval begins 30 minutes after the report start time and so on Sixty 60 minute intervals Displays information for 60 minute intervals within the report period The first interval begins at the report start time the next interval begins 60 minutes after the report start time and so on CSQ Names Displays information for the CSQs selected Contact Service Queue Call Distribution Summary Report Chart Name The Contact Service Queue Call Distribution Summary 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 The Contact Service Queue Call Distribution Summary Report can include these charts Description Total Calls Handled by Time Interval and CSQ For each CSQ displays the total number of calls handled in each time interval Total Calls Abandoned by Time
109. d CSV Comma separated text file values CSV Excel XLS xls Microsoft Excel file Rich Text Exact rtf RTF file that can be opened with Microsoft Word Format XML xml Extensible Markup Language file Step 1 Step 2 To export a report follow these steps Procedure In the CRS Historical Reports main window choose the report settings that you want and then click View The report appears in the Report Viewer window Click the Export Report tool The Export dialog box appears Cisco CRS Historical Reports User Guide Release 6 0 1 E Chapter4 Generating Historical Reports HI The Report Viewer Step3 Click the Format drop down arrow and then choose the format in which you want to save the report A series of dialog boxes appear The specific dialog boxes depend on the format that you chose Step4 Set the desired exporting options and specify the name and location for the export file by enter information in the dialog boxes that appear When you are finished the system exports the report and displays the Exporting Records dialog box which shows the progress of the export operation To cancel the export operation at any time click Cancel Exporting Cisco CRS Historical Reports User Guide Release 6 0 1 4 22 CHAPTER Scheduling Historical Reports Scheduling a historical report means instructing the Cisco CRS Historical Reports client to automatically generate the report at some t
110. dow You can use the Notepad tools to move through the information in this window to print the file or to save it under another name To exit a Notepad window click the Close button on the Notepad menu bar Cisco CRS Historical Reports User Guide Release 6 0 1 6 4 Chapter6 Log Files Client System Log Files W To open a log file using another text editor start the editor then open the file You can use the editor tools to move through the information in this window to print the file or to save it under another name To open any log file from the Cisco CRS Historical Reports main window follow these steps Procedure Step1 Click Help gt Application Logs Step2 Navigate to the directory containing the log file that you want to open if necessary and double click the file name that you want The file appears in a Notepad window To open a Scheduler log file from the Scheduler follow these steps Procedure Step 1 Right click the Scheduler icon that appears in the status area on your Windows taskbar The Scheduler pop up menu appears Step2 Choose View CiscoSch log or View CiscoPrintExport log The file you choose appears in a Notepad window Interpreting Log Files on the Client System Each log file on the Cisco CRS client system contains a series of entries The entries describe each activity that occurs in the part of the system for which the file is maintaining information Each entry includes the date and time
111. e The Detailed Call by Call CCDR Report shows most of the information that is contained in the contact call detail record CCDR which is stored in the Cisco CRS database This report also includes information from the contact routing detail record and the agent connection detail record The information in this report is for each leg of a call A call transfer or redirect initiates a new leg The Detailed Call by Call CCDR Report can include these charts Description Number of Calls by Contact Disposition Displays the percentage of calls that were handled abandoned aborted and rejected and percentage of calls that were abandoned aborted and rejected Number of Calls by Displays the percentage of calls that were originated by an agent percentage of Originator Type calls that were originated by a device for example a test call and percentage of calls with an unknown origin for example calls received through a gateway The Detailed Call by Call CCDR Report includes a table that shows the following information Field Description Node ID Session ID Sequence No Node ID is the unique numeric ID that the system assigned to each CRS server in the cluster It starts with number 1 A Node ID value of 0 indicates that the data in the report is migrated from Cisco CRS 3 x Session ID is the unique session identification number that the system assigned to a call Sequence No is the session sequence nu
112. e Release 6 0 1 Chapter5 Scheduling Historical Reports W Viewing and Deleting Schedules Column Description Apps Server IP address or host name of the Cisco CRS server Schedule Description Detailed description of the schedule To expand a column if you cannot see its entire contents drag the left or right border next to its title Related Topics e Arranging the Order of Display page 5 16 e Deleting Schedules page 5 16 Arranging the Order of Display When you open the Scheduled Reports window the window displays schedules in alphabetical order by Report Name You can change the display order by arranging the schedules in ascending or descending order by the information displayed in any column To change the order of displayed schedules click the desired column name The schedule appears in ascending alphabetical or numerical order by the information in that column Click the same column name again to display the information in descending order For example to display the list of schedules in the order that each schedule was created click the Date Created column title Similarly to display schedules by recurrence type click the Recurrence Type column title Deleting Schedules When you delete a schedule the schedule is permanently removed from the Scheduler and will no longer be run To delete a schedule follow these steps Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter
113. e of the server in the Server field Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter1 Overview HI The Cisco CRS Historical Reports Client Interface Step3 Click OK The system displays the Cisco CRS Historical Reports main window Related Topics e Changing Login and Server Information page 1 6 e Exiting the Cisco CRS Historical Reports Client page 1 6 Changing Login and Server Information From the Cisco CRS Historical Reports main window you can change current login information or change the server that you are logged in to To log in as a different user or to change the server to which the Cisco CRS Historical Reports client is connected follow these steps Procedure Step 1 Click the Login tool in the Cisco CRS Historical Reports main window Or choose Settings gt Login The Login dialog box appears Step2 If you want to log in under a different name enter the user name and password If you want to log in to a different server click Server and enter the IP address or the host name of the server You can log in as a different user and change the server at the same time Step3 Click OK Exiting the Cisco CRS Historical Reports Client To exit the Cisco CRS Historical Reports client choose File gt Exit from the Cisco CRS Historical Reports main window Cisco CRS Historical Reports User Guide Release 6 0 1 1 6 Chapter Overview Failover W Getting Onlin
114. e Help Failover The Cisco CRS Historical Reports client provides online help Depending on the displayed window you can get help by performing one of the following actions e Clicking the Help button e Clicking the Help tool e Choosing Help gt Contents or Help gt Search for Help On from the menu bar e Pressing the F1 key Your Cisco CRS deployment may include a standby server for the Cisco CRS Database component In this case if the Database component fails over when you are logged in to the Cisco CRS Historical Reports client you will see the following message when you attempt to generate a report The connection to the historical database was broken Please log back in to the Cisco CRS Historical Reports Client to attempt to reestablish the connection to the database If you see this message log back in to the Cisco CRS Historical Reports client The client will attempt to connect automatically to the working database server If the Cisco CRS Server has shut down completely you will need to specify the Standby server IP address when you log back in For more information see the Starting the Cisco CRS Historical Reports Client section on page 1 4 If you try to run a report after a failover the response differs based on the type of failover e Engine failover you will not see any difference in report generation or node status e Database failover If you are generating a report when a database failover occurs
115. e Relay and ATM media Cisco CRS Alarm Service A Windows service automatically installed as part of Cisco CRS installation that receives alarms about system events from the Cisco CRS Engine and its subsystems These alarms are defined in XML format in files called catalogs which are set up as part of the Cisco CRS installation process CISCO CCM MIB Cisco Unified Communications Manager Management Information Base Exports the data in the Cisco Unified Communications Manager Unified CM database and other data sources Examples of data exports include Unified CM group tables region tables time zone group tables phone detail tables gateway information tables and status traps Cisco CRS Cisco Customer Response Solutions A platform that offers integrated application functionality including Cisco Unified Contact Center Express Unified CCX for contact center functionality such as ACD CTI IVR and Cisco Unified IP IVR Unified IP IVR for call treatment and self help automation Cisco CRS Editor A Windows tool with which application designers create new scripts or modify existing scripts The visual scripting tool allows designers to drag and drop call flow steps from a palette into the main design window Cisco CRS Engine Execution vehicle for Cisco CRS scripts The Cisco CRS Engine can run multiple scripts simultaneously On startup the Cisco CRS Engine loads all scripts and configuration information from the Cisco CRS config
116. e in resolving the problem Servlets Log File The servlets log file jvm stdout resides on the Cisco CRS server in the wfavvid tomcat directory which is under the directory in which you installed the Cisco CRS system By default the system installs in the Program Files directory This file logs information from each servlet running on the Cisco CRS server including the histRepClientsServlet servlet This servlet provides the following information for every user who attempts to log in to the Cisco CRS Historical Reports system e IP address of the client computer from which the login was attempted e Date and time of the login attempt e Whether the login attempt was successful You open the jvm stdout log file on the Cisco CRS server on which the log file is stored To open this file in a Notepad window navigate to the directory containing the file and then double click the file name To open this file using another text editor start the editor then open the file You can use the editor tools to move through the information in this window to print the file or to save it under another name There is no maximum size for the jvm stdout file When new information is generated it is appended to the existing jfm stdout file To find information relating to logging in to the Cisco CRS Historical Reports system open this file and search for histRepClientsServlet Cisco CRS Historical Reports User Guide Release 6 0 1 6 8
117. e specified agents Skill Names Displays information for agents who possess the specified skills Team Names Displays information for agents who belong to the selected teams Reason Code Displays information for the selected reason codes Up to 8 reason codes are displayed in detail Additional reason codes appear as a total under Time in Other RCs Agent State Detail Report The Agent State Detail 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 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports HI Report Details Chart Name The Agent State Detail Report can include this chart Description Agent State Duration by Agent For each agent displays the length of time spent in each agent state The Agent State Detail Report includes a table that shows the following information for each agent Field Description Agent Name First name and last name of the agent Extension Unified CCX extension that the Unified CM assigned to the agent State Transition Time Date and time that the agent went to the state shown in the corresponding Agent State field
118. ed handled aborted or rejected Calls Handled Number of calls handled by this CSQ A call is handled if a caller is connected Total to an agent while queued for this CSQ Calls Handled Average handle time for all calls that the CSQ handled Handle time is talk time Handle Time Avg hold time work time Calls Handled Handle Time Max Longest handle time for any one call that the CSQ handled Handle time is talk time hold time work time Calls Abandoned Total Number of calls routed to the CSQ but were not answered by an agent because the caller hung up or was disconnected Calls Abandoned Queue Time Avg Average time calls spent in queue before being abandoned Calls Abandoned Queue Time Max Maximum time any one call spent in queue before being abandoned Service Level Percentage SL Met Calculated as follows calls handled within service level by calls presented 100 Summary for Skills For each group of CSQs and each interval total calls presented calls handled and calls abandoned Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Sort Criterion Report Details You can sort the Common Skill Contact Service Queue Activity Report by Interval by this criterion Result Interval Start Time Displays the report in order of the start times of the 30 or 60 minute interv
119. eld also database field An item in a database record For example Name City or Zip Code A group of fields make up a record G Grammar A set of spoken phrases or DTMF digits that can be recognized by a script l ICME See Unified ICME Interactive Voice Response See IVR IP Phone Agent A Unified CCX agent without a personal computer The agent logs in logs out and changes states using the Cisco IP Phone screen Cisco CRS Historical Reports User Guide Release 6 0 1 a clo WE Glossary IVR Interactive Voice Response A system that provides information as recorded messages over telephone lines in response to user input in the form of spoken words or more commonly DTMF signaling J Java Database Connectivity See JDBC Java Telephony Application Programming Interface See JTAPI JDBC Java Database Connectivity A Java API that enables Java programs to execute SQL statements allowing Java programs to interact with any SQL compliant database Because nearly all relational DBMSs support SQL and because Java itself runs on most platforms JDBC makes it possible to write a single database application that can run on different platforms and can interact with different database management systems DBMSs JDBC is similar to Open Data Base Connectivity ODBC but is designed specifically for Java programs whereas ODBC is language independent JTAPI Java Telephony Application Programming Interface
120. entage of calls handled by the CSQ A call is considered to be handled when an agent picks up the call The percentage is calculated as follows number of calls handled number of calls presented 100 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Hil Field continued Description continued Calls Abandoned Number and percentage of calls routed to the CSQ but were not answered by an agent because the caller hung up or was disconnected The percentage is calculated as follows Number of calls abandoned Number of calls presented 100 Calls Dequeued Number and percentage of calls dequeued A call is considered to be dequeued from a particular CSQ the following cases e The call is dequeued by a Dequeue step in a workflow e The call is marked as handled by a workflow e The call is queued for more than 1 CSQ and is handled by an agent in another CSQ The percentage is calculated as follows Number of calls dequeued Number of calls presented 100 You can sort the Contact Service Queue Activity Report by Interval by this criterion Sort Criterion Result Interval Start Time Displays the report in order of the start times of the 30 or 60 minute intervals if you specify an interval with the Interval Length filter parameter Cisco CRS Historical Reports User Guide Release 6 0 1 i E Chapter3 Des
121. eports Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter5 Scheduling Historical Reports W Handling Missed Schedules For example assume that you have set up a schedule to run daily and that the schedule has no end date In addition assume that five of these schedules were missed and that the sch ini file instructs the system to execute up to three missed daily schedules When you execute missed schedules the system will generate the three most recent daily reports As another example assume that you have set up a schedule to run weekly and to end after four occurrences In addition assume that all of these schedules were missed and that the sch ini file instructs the system to execute up to three missed weekly schedules When you execute missed schedules the system will generate three of the missed weekly reports The first report will be the one that was scheduled to be the final report The other reports will be the two previous reports Related Topic e The sch ini Configuration File page 2 15 Cisco CRS Historical Reports User Guide Release 6 0 1 CHAPTER Log Files The Cisco CRS Historical Reports system uses log files to record information about its activities You can refer to the appropriate log file to help determine the cause of and solution for an error that occurs when e You are generating viewing printing or exporting a report e The Scheduler is running a scheduled report The fo
122. er Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Mil The Remote Monitoring Detail Report includes a table that shows the following information for monitoring session Field Description User ID Name of the supervisor who monitored the call A value of 1 indicates that no valid user ID is configured in the workflow Start Time Time that this monitoring session started Original Name of the CSQ or the Unified CCX extension of the agent that the supervisor Monitored Party originally chose to monitor Monitored The extensions of one or more agents monitored in this session If the supervisor Extension s originally chose to monitor a CSQ this field contains the extensions of the agents who belong to that CSQ and who are monitored in this session If the supervisor chose to monitor an agent this field contains the extension of the agent that is monitored Multiple agent extensions in the field indicate that a conference call or a transfer call was monitored which involved multiple agents Duration Elapsed time between the start time and end time of the monitoring session Wait Time Time duration from when a supervisor chooses to monitor an agent or a CSQ to when the monitoring starts Status The status of this monitoring session Normal Monitored Monitoring completed successfully Normal Agent RNA Agent let the call go ring no answer Error Unable to St
123. er originally dialed by the caller This number can be either a route point number or an agent extension App Name Name of the Unified CCX or Unified IP IVR application associated with the route point CSQ Names Name or names of the CSQ or queues for which the call was queued This field displays a maximum of five CSQs separated by commas The CSQ that handled the call is marked with an asterisk This field is blank if the call did not queue for any CSQ Queue Time Time that elapsed between the time a call entered the CSQ and the time the call was answered by any agent belonging to the CSQ Agent Name Name of the agent who handled the call name of the agent who participated in the conference call or name of the supervisor who barged the call This field is blank if the call was not presented to any agent Ring Time Time that elapsed between the time that a call rang at the Cisco Agent Desktop and the time that the call 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 Talk Time Time that elapsed between the time that an agent answered the call and when the call was disconnected or transferred not including hold time Work Time Amount of time that an agent spent in Work state after the call This field is blank if the call was not handled by any agent
124. esented 100 Calls Presented Number of calls routed to the CSQ whether or not an agent picked up the call Calls Handled Number and percentage of calls handled by the CSQ A call is considered to be handled when an agent picks up the call The percentage is calculated as follows number of calls handled number of calls presented 100 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Hil Field continued Description continued Calls Abandoned Number and percentage of calls routed to the CSQ but were not answered by an agent because the caller hung up or was disconnected The percentage is calculated as follows Number of calls abandoned Number of calls presented 100 Calls Dequeued Number and percentage of calls dequeued A call is considered to be dequeued from a particular CSQ in the following cases e The call is dequeued by a Dequeue step in a workflow e The call is marked as handled by a workflow e The call is queued for more than 1 CSQ and is handled by an agent in another CSQ The percentage is calculated as follows Number of calls dequeued Number of calls presented 100 You can sort the Contact Service Queue Activity Report by CSQ by this criterion Sort Criterion Result CSQ Name Displays the report in alphabetical order by the names of CSQs Cisco CRS Historical
125. fault priority of 1 unless a different priority is set in the workflow Call Routed CSQ Names of up to the first 5 CSQs to which the call was queued Multiple CSQ names are separated by commas Agent Name Name of the agent if any who was presented with the call before the call was abandoned Call Skills Up to 3 call skills associated with the CSQ to which the call was routed Multiple skills are separated by commas Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Field continued Description continued Final Call Priority Priority of the call when it was abandoned from 1 lowest to 10 highest Call Abandon Time Date and time that the call was abandoned Average Time to Abandon Time to abandon is the duration from the time when the call comes to the system to the time when the call is abandoned Average time to abandon is the average value for all calls abandoned during the report range 1 ANI automatic number identification Sort Criterion You can sort the Abandoned Call Detail Activity Report by any of these criteria Result Call Start Time Displays the report in order of the date and time that the call started Call ANI Displays the report in order of the telephone number that the caller is calling from Call Abandon Time Displays the report in order of the date and
126. g Call Duration Average duration of calls to each number Sort Criterion You can sort the Called Number Summary Activity Report by any of these criteria Result Called Number Displays the report in order of the number called For calls to an application this number is the route point number For calls to an agent this number is the extension of the agent Total Calls Displays the report in order of the total number of calls that were originally dialed to each number Avg Call Duration Displays the report in order of the average duration of calls to each number Common Skill Contact Service Queue Activity Report by Interval The Common Skill Contact Service Queue Activity Report by Interval shows summary information about calls presented 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 This report is designed for customers who have logical CSQs configured A logical CSQ is a group of CSQs configured with the same skill but with different competence levels When a call comes in to a script that uses the logical CSQ approach it first goes to the CSQ with the lowest skill level If the wait time exceeds the predefined threshold the call goes to the next higher skill level So Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of H
127. gent was logged in The Agent State Summary Report by Agent can show information for each 30 minute or 60 minute interval within the report period In this case the report will include a summary line for each agent that shows the length and percentage of time that the agent spent in each of the agent states during the report period The information in the Agent State Summary Report by Agent is grouped by agent The Agent State Summary Report by Interval displays the same information grouped by interval For more information see the Agent State Summary Report by Interval section on page 3 25 The Agent State Summary Report by Agent can include this chart Chart Name Description Time Spentin Agent For each agent displays the length of time spent in each agent state State by Agent Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports HT Report Details The Agent State Summary Report by Agent includes a table that shows the following information for each agent Field Description Agent Name First name and last name of the agent Extension Unified CCX extension that the Unified CM assigned to the agent Interval Start Time Interval End Time Beginning date and time and ending date and time of each 30 or 60 minute interval within the report period if you specify an interval with the Interval Length filter parameter Otherwise the beginning
128. hapter4 Generating Historical Reports HI The Report Viewer Viewing Reports Step 1 Step 2 To view a report follow these steps Procedure In the CRS Historical Reports main window choose the report settings that you want Click View The report generates and appears in the Report Viewer window Some reports can take a few minutes to generate and another few minutes to load into the Report Viewer window To cancel a report while it is generating click Cancel in the CRS Historical Reports main window or click the Stop Loading tool in the Report Viewer window When a report appears in the Report Viewer window you can e Change the size of the display e Move to different parts of the report e Find specific text in the report e Display information about particular groups To exit the Report Viewer window click the Close button on the title bar Related Topics e Changing the Display Size page 4 15 e Moving Through the Report page 4 15 e Finding and Moving to Specific Text page 4 16 e Displaying Information About Groups page 4 17 Cisco CRS Historical Reports User Guide Release 6 0 1 4 14 Chapter 4 Generating Historical Reports The Report Viewer W Changing the Display Size To change the size of the report display click the Display Size drop down arrow and choose the value that you want You can also select the value that appears in this field enter a value between 25 and 400 and p
129. he CRS Historical Reports client perform the following steps on the client computer Procedure Step 1 From the client computer log in to the Cisco CRS Administration application or log in to the CRS Supervision application For more information see the Cisco CRS Administration Guide http www cisco com en US partner products sw custcosw ps1846 products_in stallation_and_configuration_guides_list html Step2 Perform one of the following actions e From Cisco CRS Administration choose Tools gt Plug ins When the Plug ins web page appears click the Cisco CRS Historical Reports hyperlink Cisco CRS Historical Reports User Guide Release 6 0 1 2 2 Chapter2 Installation and Configuration Step 3 Step 4 Step 5 Step 6 Step 7 Installing the Cisco CRS Historical Reports Client W From the CRS Supervision Download web page click the Cisco CRS Historical Reports hyperlink The File Download dialog box appears Click one of the following radio buttons Run this program from its current location With this option the client computer does not retain the Cisco CRS Historical Reports installation file after installation Save this program to disk With this option the client computer retains the Cisco CRS Historical Reports installation file after installation In this case you can reinstall Cisco CRS Historical Reports without having to log in to the Cisco CRS server Click OK in the File Downl
130. he call Call Start Time Displays the report in order of call start times Filter Parameter You can filter the Call Custom Variables Report by these parameters Result Original Called Number Displays information for the specified original called number or numbers Called Number Displays information for the specified called number or numbers Calling Number Displays information for the specified calling number or numbers Calling number is the same as Originator DN Application Name Displays information for the specified application or applications Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports HT Report Details Filter Parameter Result continued Contact Type Displays information for the specified contact type or types incoming outgoing internal redirect or transfer in Originator Type Displays information for the specified originator type or types agent device or unknown Destination Type Displays information for the specified destination type or types agent device or unknown Duration Greater Than or Equal to T seconds Displays calls with duration greater than or equal to the number of seconds specified by T Duration Less Than or Equal to T seconds Displays calls with duration less than or equal to the number of seconds specified by T Custom Variable 1 Enter
131. hone number of the caller Call Routed CSQ CSQ that handled the call A call is handled if a caller is connected to an agent while queued for this CSQ Other CSQs Names of CSQs to which the call was queued Multiple CSQ names are separated by commas Call Skills Up to 3 call skills associated with the CSQ that handled the call A call is handled if a caller is connected to an agent Talk Time For Unified CCX calls 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 Unified CCX calls the duration of the entire call if the call was answered Hold Time Total time that the call was on hold Not applicable to non Unified CCX calls Work Time Amount of time that an agent spent in Work state after the call Not applicable to non Unified CCX calls Call Type e Inbound ACD Unified CCX call handled by an agent e Inbound non ACD Non Unified CCX call that an agent received e Outbound Call made by an agent Unified CCX or non Unified CCX e Transfer In Call transferred to an agent e Transfer Out Call transferred out by an agent e Conference Conference call Sort Criterion You can sort the Agent Detail Report by any of these criteria Result Agent Name Displays the report in alphabetical order by the names of agents Call Start Time Displays the report in order of call start times Call ANI Di
132. http tools cisco com RPF register register do Cisco CRS Historical Reports User Guide Release 6 0 1 Preface W Obtaining Technical Assistance Obtaining Technical Assistance Cisco Technical Support provides 24 hour a day award winning technical assistance The Cisco Support website on Cisco com features extensive online support resources In addition if you have a valid Cisco service contract Cisco Technical Assistance Center TAC engineers provide telephone support If you do not have a valid Cisco service contract contact your reseller Cisco Support Website The Cisco Support website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies The website is available 24 hours a day at this URL http www cisco com en US support index html Access to all tools on the Cisco Support website requires a Cisco com user ID and password If you have a valid service contract but do not have a user ID or password you can register at this URL http tools cisco com RPF register register do Note Before you submit a request for service online or by phone use the Cisco Product Identification Tool to locate your product serial number You can access this tool from the Cisco Support website by clicking the Get Tools amp Resources link clicking the All Tools A Z tab and then choosing Cisco Product Identification Tool from the alphabetical list This t
133. ical Reports Explains how to use the Scheduler to automatically generate historical reports at some time in the future Chapter 6 Log Files Describes the Cisco CRS Historical Reports system log files Appendix A Cisco CRS Reason Codes Describes the events that cause an agent to go to the Logout state or Not Ready state Related Documentation For additional information about Cisco CRS and about Cisco CRS Historical Reports refer to the following documents e Cisco CRS Administration Guide e Cisco CRS Database Schema e Getting Started with Cisco Unified IP IVR Cisco CRS Historical Reports User Guide Release 6 0 1 Preface Conventions W e Getting Started with Cisco Unified CCX e Cisco CRS Installation Guide e Cisco CRS Historical Reports Administrator and Developer Guide e Cisco CRS Servicing and Troubleshooting Guide Conventions This manual uses the following conventions Convention Description boldface font Boldface font is used to indicate commands such as user entries keys buttons and folder and submenu names For example e Choose Edit gt Find e Click Finish italic font Italic font is used to indicate the following e To introduce a new term Example A skill group is a collection of agents who share similar skills e For emphasis Example Do not use the numerical naming convention e A syntax value that the user must replace Example IF
134. ig ini file contains general instructions for the Cisco CRS Historical Reports client system The following table shows the parameters in this file Cisco CRS Historical Reports User Guide Release 6 0 1 2 12 Chapter2 Installation and Configuration Configuration Files Parameter Explanation defaultHost IP address or host name that appears in the Server field in the Cisco CRS Historical Reports Login dialog box Default value IP address or host name of the server most recently logged in to defaultExportPath Path name of the default directory in which the Cisco CRS Historical Reports system stores scheduled reports that are exported to a file Default value Cisco CRS Historical Reports reports directory which is under the directory in which you installed the Cisco CRS Historical Reports client To change the defaultExportPath parameter in the hrcConfig ini configuration file for the Cisco CRS Historical Reports Client follow these guidelines e Make sure that the new directory exists on the shared drive e Enclose the new path in quotation marks For example defaultExportPath 209 165 200 225 F CRS_REP ORTS showUserNameOnReport Specifies whether the username of the user who is logged in when a report is generated appears on the report Valid values e O Name does not appear e 1 Name appears Default value 1 logLevel Level of detail in which the system records events in the Historical Reports
135. igned to the application Application Name Name of the Unified CCX or Unified IP IVR application Calls Presented Number of calls received by the application This number is equal to the number of calls handled by the application the number of calls abandoned while in the application Calls Handled Number of calls handled by the application A call is handled when it reaches the workflow step that defines the call as handled or when it is handled by an agent Calls Abandoned Number of calls abandoned aborted or rejected while in the application A call is abandoned if it does not reach the workflow step that defines the call as handled or if the caller hangs up before the call is connected to an agent Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Mil Field continued Description continued Abandon Rate per Average number of calls abandoned in each hour while in the application hour Avg Call Duration _ Average time that elapsed from the time that the call entered this workflow until the call exited this workflow by hanging up or entering another workflow You can sort the Application Analysis Performance Report by any of these criteria Sort Criterion Result Application ID Displays the report in order of the identification number that the system assigned to each application Calls Presen
136. ike Speech Synthesizers TTS Speech Recognizers ASR Signal Generators Signal Detectors Fax Servers and so on over a network Cisco CRS Historical Reports User Guide Release 6 0 1 a GLa WE Glossary This protocol is designed to work with streaming protocols like Real Time Streaming Protocol RTSP or Session Initiation Protocol SIP which help establish control connections to external media streaming devices and media delivery mechanisms like Real Time Protocol RTP N Node A computer that is linked to other computers in a network of computers P Palette A grouping of steps in the Cisco CRS Editor Pane A part of a window that is devoted to a specific function PIM Peripheral Interface Manager The Cisco proprietary interface between a peripheral device and the Peripheral Gateway Ports In a communications network a logical channel identified by its unique port number Post Routing Process of making a routing decision after a call reaches a termination point Pre Routing Process of making a routing decision before a call reaches a termination point Prompts A message from a computer that asks the operator to do something such as enter a command enter a password or enter data or that indicates that the computer is ready to accept input Cisco CRS Historical Reports User Guide Release 6 0 1 Glossary W Purge To delete both a set of data and all references to the data R
137. ime spent in the Not Ready state is displayed along with other details see Agent Not Ready Reason Code Summary Report page 3 19 Logout and Not Ready reason codes The Agent State Detail Report displays about when the agent changed from one state to another see Agent State Detail Report page 3 21 Each system generated reason code in these reports are associated with an event indicating the agent s status see System Generated Reason Code Events page A 2 System Generated Reason Code Events The following events trigger system generated reason codes AGT_RELOGIN 32767 CLOSE_CAD 32766 CONNECTION_DOWN 32765 CRS_FAILURE 32764 AGT_RNA 32763 AGT_OFFHOOK 32762 Cisco CRS Historical Reports User Guide Release 6 0 1 ChapterA Cisco CRS Reason Codes System Generated Reason Code Events W e AGT_RCV_NON_ICD 32761 e AGT_LOGON 32760 e PHONE_DOWN 327659 e WORK_TIMER_EXP 327658 e CM_FAILOVER 327657 e PHONE_UP 327656 e CALL_ENDED 327655 e DEVICE_RESTRICTED 32754 e LINE_RESTRICTED 32753 AGT_RELOGIN CLOSE_CAD Reason Code 32767 State Logout The system issues this reason code when an agent is already logged in to one device computer or phone and then tries to relog in to a second device Reason Code 32766 State Logout The system issues this reason code when an agent closes the CAD without logging off CONNECTION_DOWN Reason Code 32765 State Logout The system
138. ime in the future Although you can schedule a report to generate once the report scheduling function is particularly useful for preparing reports that you require regularly For example you can schedule an Agent Detail Report to generate every Monday at midnight and an Agent Summary Report to generate on the first Sunday of every month at noon When you schedule a report you perform these general steps 1 Choose general settings for the report including the name of the report whether to include charts and whether to save export or print the report 2 Choose detailed settings for the report if necessary including a sort method and a filter parameter 3 Choose scheduling settings including how often and when the report is generated 4 Save the scheduling information The following sections include these topics e Information in Scheduled Reports page 5 2 e Recommendations for Scheduling page 5 3 e The Scheduler page 5 3 e General Settings for Scheduled Reports page 5 5 e Detailed Settings for Scheduled Reports page 5 10 e Choosing Schedule Settings page 5 11 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter5 Scheduling Historical Reports HZ information in Scheduled Reports e Saving a Schedule page 5 14 e Viewing and Deleting Schedules page 5 15 e Handling Missed Schedules page 5 17 Information in Scheduled Reports The following table shows the types of schedules that you c
139. ing You may also click the Open tool or choose File gt Open The Open dialog box appears showing the File List pane If the Report Settings file that you want appears in the File List pane double click the name of the file or click the name of the file and then click Open If the Report Settings file does not appear use the Look In drop down arrow the Folder Name pane or the Save In tools to specify the directory Then double click the name of the file or click the name of the file and then click Open TheCisco CRS Historical Reports main window appears The General and Detailed report settings fields contain settings from the Report Settings file Related Topic e Saving and Loading Report Settings page 4 8 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter4 Generating Historical Reports Saving and Loading Report Settings W Changing and Saving Report Settings Step 1 Step 2 Step 3 You can load a Report Settings file make changes to any or all of the settings and save the changes in the original Report Settings file or in a new file To change report settings follow these steps Procedure Load a Report Settings file as described in the Loading Report Settings section on page 4 10 Make changes to the report settings as needed If you want to save the changes in the Report Settings file that is currently loaded choose File gt Save If you want to save the changes in a new
140. ing the Cisco CRS Historical Reports Client 1 6 Getting Online Help 1 7 Failover 1 7 CHAPTER 2 Installation and Configuration 2 1 Prerequisites 2 1 Installing the Cisco CRS Historical Reports Client 2 2 Reinstalling the Cisco CRS Historical Reports Client 2 5 Upgrading the Cisco CRS Historical Reports Client 2 6 Giving Users Access to Cisco CRS Historical Reports 2 8 Configuration Files 2 11 The hreConfig ini Configuration File 2 12 The sch ini Configuration File 2 15 Changing the Client Language 2 18 CHAPTER 3 Descriptions of Historical Reports 3 1 Overview of Reports 3 2 Report Details 3 6 Abandoned Call Detail Activity Report 3 9 Aborted and Rejected Call Detail Report 3 10 Agent Call Summary Report 3 13 Agent Detail Report 3 15 Agent Login Logout Activity Report 3 17 Agent Not Ready Reason Code Summary Report 3 19 Agent State Detail Report 3 21 Agent State Summary Report by Agent 3 23 Agent State Summary Report by Interval 3 25 Agent Summary Report 3 28 Application Performance Analysis Report 3 32 Cisco CRS Historical Reports User Guide Release 6 0 1 Contents W Application Summary Report 3 33 Call Custom Variables Report 3 35 Called Number Summary Activity Report 3 39 Common Skill Contact Service Queue Activity Report by Interval 3 40 Contact Service Queue Activity Report 3 44 Contact Service Queue Activity Report by CSQ 3 46 Contact Service Queue Activity Report by Interval 3 50 Contact Ser
141. ins the directory host name or IP address directory port number directory user DN directory password base context server type and configuration profile name For each Unified IP IVR system a directory profile must be created There are two directories associated with each Unified IP IVR system the Configuration Directory and the Repository Directory called the Repository DTMF Dual Tone Multi Frequency The signal to the telephone company that is generated when you press a key on a telephone keypad With DTMF each key you press on your phone generates two tones of specific frequencies So that a voice cannot imitate the tones one tone is generated from a high frequency group of tones and the other from a low frequency group Unified CCX telephone keypad presses resulting in DTMF is often used to capture customer input to IVR prompts Dual Tone Multi Frequency See DTMF Event An occurrence that is significant to an application and that may call for a response from the application Cisco CRS Historical Reports User Guide Release 6 0 1 Glossary W Excel XLS format Format of data in the Microsoft Excel spreadsheet application Export To convert a file from the format of one application to the format of another application or to move data out of one file and import it into another file Expression A formula evaluated when a Cisco CRS script executes to determine the value of a variable F Fi
142. is less than or equal to 2T seconds You can specify the value for T in the Filter Parameter field in the Report Detail area The default value for T is 15 seconds and in this case this field shows as 0 30 seconds Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Field continued Description continued Total Percentage Calls Abandoned With Queue Time 0 3T sec Time interval showing the number and percentage of abandoned calls with a queue time that is less than or equal to 3T seconds You can specify the value for T in the Filter Parameter field in the Report Detail area The default value for T is 15 seconds and in this case this field shows as 0 45 seconds Total Percentage Calls Abandoned With Queue Time 0 4T sec Time interval showing the number and percentage of abandoned calls with a queue time that is less than or equal to 4T seconds You can specify the value for T in the Filter Parameter field in the Report Detail area The default value for T is 15 seconds and in this case this field shows as 0 60 seconds Sort Criterion You can sort the Contact Service Queue Call Distribution Summary Report by this criterion Result Contact Service Queue Displays the report in order of the names of CSQs Filter Parameter You can filter the Contact Service Queue Call Distribution Summary Report
143. istorical Reports Report Details Mi the same incoming call can flow within the same group of CSQs The value on the Calls Presented summary line shows the maximum number of calls presented to all CSQs within the same group rather than the total number of calls presented to all CSQs within the same group Calculating the sum could result in counting the same call multiple times because the call could be presented to different CSQs within the same logical group For Calls Handled this reports shows the total number of calls because one call can only be handled by one CSQ For Calls Abandoned this report shows the maximum number of all calls abandoned from all CSQs within the same group This report provides additional information for multiple CSQs that are configured with the same call skill but with different competence levels An incoming call may be queued for the CSQ with the lowest competence level If no agent is available for a certain period the call will be queued for the next higher competence level The summary line in the report displays the summarized statistics for the group of CSQs configured with common skills A group of CSQs that is configured in this manner is called a logical CSQ This report can show information for each 30 minute or 60 minute interval within the report period It is particularly useful for logical CSQs If you do not have logical CSQs configured consider using other CSQ reports Contact Service Queue Act
144. ith Activity Report Multichannel license Multichannel CSQ Activity Report Yes with Multichannel license Priority Summary Activity Report Yes Yes Remote Monitoring Detail Report Yes Yes Yes Traffic Analysis Report Yes Yes Yes Yes 1 Multichannel reports are specific to Unified EIM Unified WIM and use the MS SQL 2000 database installed in a mixed mode authentication To generate combined historical reports Cisco CRS requires access details for the Unified EIM Unified WIM database host name or IP address of the server database name database user and database password See the Cisco CRS Administration Guide for detailed configuration information Step 1 Step 2 Step 3 Step 4 Step 5 To specify the historical reports that a user can generate perform these steps Procedure Log in to Cisco CRS Administration For information about logging in to Cisco CRS Administration refer to Cisco CRS Administration Guide From the Cisco CRS Administration application choose Tools gt Historical Reporting The Historical Reporting Configuration web page appears In the navigation bar click the User Configuration hyperlink Click the Select User drop down arrow to view a list of users and then choose the user that you want Click Next The following panes appear e Installed Reporting Package This pane contains a list of Cisco CRS applications that are installed Cisco C
145. ity Report Agent Name Multichannel CSQ Activity Report Contact Service Queue Name Priority Summary Activity Report Call Priority Remote Monitoring Detail Report User ID Traffic Analysis Report Date 1 CCDR Contact Call Detail Record When you view a report you can display information for any particular item in its group For example in the Agent Detail Report you can display information for any single agent You display group information using the Group Tree For many reports you can also display group information directly from the charts that appear with the reports Related Topics e Displaying Group Information Using the Group Tree page 4 19 e Displaying Group Information from a Report Chart page 4 19 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter4 Generating Historical Reports The Report Viewer W Displaying Group Information Using the Group Tree Step 1 Step 2 Step 3 A Group Tree is a list of all group names available for a particular report Most reports have a Group Tree To display the group tree for a report follow these steps Procedure Click the Toggle Group Tree tool on the Report Viewer toolbar The Preview pane appears displaying a list of groups To display information for a group in the Preview pane click the name of the group The group information appears in a new pane called a Group Information pane This pane h
146. ivity Report Contact Service Queue Activity Report by Interval CSQ The Common Skill Contact Service Queue Activity Report by Interval can include this chart Chart Name Description Calls Handled and Number of calls handled and abandoned during each interval during the report Calls Abandoned by period Interval Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports HI Report Details Field The Common Skill Contact Service Queue Activity Report by Interval includes a table that shows the following information for calls presented handled and abandoned for each group of CSQs Description Interval Start Time Interval End Time Beginning date and time and ending date and time of each 30 or 60 minute interval within the report period if you specify an interval with the Interval Length filter parameter Otherwise the beginning date and time and ending date and time of the report range CSQ Name Skills Competence Level Name of the CSQ the skill or skills configured for this CSQ and the competence level of each skill Calls Presented Total Number of calls offered to each individual CSQ within the group whether or not an agent answered the call Calls Presented Queue Time Avg Average queue time for all calls routed to the CSQ Calls Presented Queue Time Max Longest queue of all calls routed to the CSQ abandon
147. king What s New in Cisco Documentation is an online publication that provides information about the latest documentation releases for Cisco products Updated monthly this online publication is organized by product category to direct you quickly to the documentation for your products You can view the latest release of What s New in Cisco Documentation at this URL http www cisco com univercd cc td doc abtunicd 136957 htm World class networking training is available from Cisco You can view current offerings at this URL http www cisco com en US learning index htm Cisco CRS Historical Reports User Guide Release 6 0 1 Preface HZ Obtaining Additional Publications and Information Cisco CRS Historical Reports User Guide Release 6 0 1 xx CHAPTER 1 Overview The Cisco CRS Historical Reports system is designed to provide you with information about the call activities of your Cisco Customer Response Solutions CRS system With Cisco CRS Historical Reports you can e Easily access historical data e View print and save reports e Sort and filter reports e Send scheduled reports to a file or to a printer e Export reports in a variety of formats including Portable Document Format PDF Microsoft Excel Rich Text Format RTF Extensible Markup Language XML and Comma Separated Values CSV e Prepare custom reports using a variety of generally available third party applications that
148. l 4 16 Selected pane 4 7 servlets log file 6 8 Skill Routing Activity Report 3 78 sorting method 4 4 4 6 Sort Report By drop down list 4 6 standby serve 1 7 Stop Loading tool 4 14 T Time field 4 4 Toggle Group Tree tool 4 19 Traffic Analysis Report 3 6 U unsupported languages 2 18 upgrading Cisco CRS Historical Reports client 2 6 user privileges See access User Privileges Missing dialog box 1 5 Index W Vv View button 4 12 4 14 View CiscoPrintExport log 6 5 View CiscoSch log 6 5 X XML 4 21 5 8 Cisco CRS Historical Reports User Guide Release 6 0 1 E W index E Cisco CRS Historical Reports User Guide Release 6 0 1
149. l license Summary information about inbound and outbound e mail and chat Multichannel Agent Login Logout Activity Report page 3 71 Unified CCX Premium with the Multichannel license Detail information about the multichannel e mail and chat activities of each agent Multichannel CSQ Activity Report page 3 73 Unified CCX Premium with the Multichannel license Summary information of calls e mails and chats presented to handled by abandoned from and dequeued from each CSQ Priority Summary Activity Report page 3 76 e Unified CCX Enhanced e Unified CCX Premium Summary information about the priority levels of each call received Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Table 3 1 Summary of Historical Reports continued Report Name and Reference Application Package Description Remote Monitoring Detail e Unified CCX Standard Detailed information about each remote Report page 3 78 nified CCX Enhanced monitoring session performed by a supervisor U Unified CCX Premium Traffic Analysis Report e Unified CCX Standard Summary information about calls U U page 3 80 nified CCX Enhanced received by the Cisco CRS system during each day in the report range Jnified CCX Premium e Unified IP IVR 1 Cisco Unified Contact Center Express Unified CCX 2 Cisco Unified IP IVR Unified IP IVR
150. lays it back to the caller vV Variable A placeholder for data VXML also VoiceXML Voice Extensible Markup Language Allows a user to interact with the Internet through voice recognition technology Variable A placeholder for data I Cisco CRS Historical Reports User Guide Release 6 0 1 a GL17 WE Glossary X XML Extensible Markup Language A programming language developed by the World Wide Web Consortium that allows Web developers to create customized tags that will organize and deliver efficiently XML is a metalanguage containing a set of rules for constructing other markup languages E Cisco CRS Historical Reports User Guide Release 6 0 1 A Abandoned Call Detail Activity Report 3 2 3 9 Aborted and Rejected Call Detail Report 3 2 3 10 access to Cisco CRS Historical Reports client 1 5 Agent Call Summary Report 3 2 3 13 Agent Detail Report 3 2 3 15 Agent Login Logout Activity Report 3 2 3 17 A 2 Agent Not Ready Reason Code Summary Report 3 3 3 19 Agent State Detail Report 3 3 3 21 Agent State Summary Report by Agent 3 3 3 23 Agent State Summary Report by Interval 3 3 3 25 Agent Summary Report 3 3 3 28 Application Logs 6 5 Application Performance Analysis Report 3 3 3 32 Application Summary Report 3 3 3 33 Available pane 4 7 INDEX C Call Custom Variables Report 3 4 3 35 Called Number Summary Activity Report 3 4 3 39 Cancel button
151. le If you have already made settings for a report in this Cisco CRS Historical Reports session any information that you entered in the general or detailed fields for that report appears in those areas when you schedule reports In addition if the report is set to occur once date and time information that you entered when you set up the report appears in the Cisco CRS Historical Reports Schedule menu You can use the information that appears in the general and detailed fields and in the Schedule menu as a basis for your scheduled report or you can click Reset to return the report settings to their default values Related Topics e Choosing the Report to Schedule page 5 6 e Including Charts with a Scheduled Report page 5 6 e Choosing Whether to Print or Export a Scheduled Report page 5 7 Cisco CRS Historical Reports User Guide Release 6 0 1 i Chapter5 Scheduling Historical Reports HZ General Settings for Scheduled Reports Choosing the Report to Schedule To choose the report that you want to schedule follow these steps Procedure Step 1 In the Cisco CRS Historical Reports main window click the Schedule Future Reports Including Repeat Reports radio button Step 2 Click the General tab if it is not selected already Step3 Click the Report Type drop down arrow to view a list of available reports and then choose the report that you want to generate Now you can specify whether to include charts with the report
152. lient is installed and session no is not included If you are running the Cisco CRS Historical Reports client under a Terminal Services session System name is the name of the system from which you invoked Terminal Services and session no is the session number assigned to the system under the Terminal Service session The system writes information related to generating viewing printing and exporting reports to the current Historical Reports log file When the system creates the first Historical Reports Client log file the system replaces N in the file name with 0 When this file reaches the size specified in the hrcConfig ini configuration file the system creates a new Historical Reports Client log file The system increases N in the new Historical Reports Client log file by 1 This process continues until the system creates as many log files as specified in the hrcConfig ini configuration file Then the system begins overwriting the existing Historical Reports Client log files starting with the oldest log file Related Topics e The hrcConfig ini Configuration File page 2 12 e Opening Log Files on the Client System page 6 4 e Interpreting Log Files on the Client System page 6 5 Cisco CRS Historical Reports User Guide Release 6 0 1 i lt Chapter6 LogFiles WE Client System Log Files Scheduler Log Files The Cisco CRS Historical Reports Scheduler maintains two Scheduler log files e CiscoSch log Maintains info
153. ling the call DEVICE_RESTRICTED Reason Code 32754 State Not Ready The system issues this reason code if the agent device is flagged as a restricted device by the Unified CM Administrator A Warning If an agent s device is added to the restricted list then the functionality of the RmCm subsystem is impacted Cisco CRS Historical Reports User Guide Release 6 0 1 AG ChapterA Cisco CRS Reason Codes amp System Generated Reason Code Events W Note If the Allow Control of Device from CTI checkbox is not checked in the Default Device Profile Configuration window in the Unified CM GUI then the device remains restricted and cannot be controlled This setting can be modified for devices that register with Unified CM For more information see the Cisco Unified Communications Manager Administration Guide LINE_RESTRICTED A Reason Code 32753 State Not Ready The system issues this reason code if the agent s phone line is flagged as a restricted device by the Unified CM Administrator Warning amp If an agent s line is added to the restricted list then the functionality of the RmCm subsystem is impacted Note If the Allow Control of Device from CTI checkbox is not checked in the Default Device Profile Configuration window in the Unified CM GUI then the line remains restricted and cannot be controlled This setting can be modified for devices that register with Unified
154. llowing sections include these topics e Overview of Log Files page 6 1 e Client System Log Files page 6 2 e Server Log Files page 6 6 Overview of Log Files Some Cisco CRS Historical Reports system log files reside on the client system and some log files reside on the Cisco CRS server In addition some log files can be generated on a standby server if deployed The following table shows general information about the log files Cisco CRS Historical Reports User Guide Release 6 0 1 i lt Chapter6 LogFiles WE Client System Log Files Log File Contents System Location Reference Historical Reports Client Log Files Information related to generating viewing printing and exporting reports Client system See the Historical Reports Client Log Files section on page 6 3 Scheduler Log Files Information related to Scheduler activities Client system See the Scheduler Log Files section on page 6 4 Database Log File Information related to retrieving information from the Cisco CRS database Cisco CRS server or standby server See the Database Log File section on page 6 6 Servlets Log File Information about users who log in or attempt to log in to the Cisco CRS Historical Reports system Cisco CRS server See the Servlets Log File section on page 6 8 Related Topics e Client System Log Files page 6 2 e Server Log Files page 6 6
155. lls handled by each agent The CSQ Agent Summary Report includes a table that shows the following information Field Description CSQ Name Name of the CSQ Agent Name First name and last name of the agent who handled calls for this CSQ during the report period Extension Unified CCX extension that Unified CM assigned to the agent Calls Handled Number of calls that were queued for this CSQ and answered by this agent during the report period Talk Time Avg Average talk time for all calls that this agent handled for this CSQ Talk time is the elapsed time between the time that an agent answers a call and when the call is disconnected or transferred not including hold time The average is calculated as total talk time divided by the number of calls handled Talk Time Total Total talk time for all calls that this agent handled for this CSQ Talk time is the elapsed time between the time that an agent answers a call and when the call is disconnected or transferred not including hold time Work Time Avg Average amount of time that an agent spent in Work state after calls The average is calculated as total work time divided by the number of calls handled Work Time Total Total amount of time that an agent spent in Work state after calls Cisco CRS Historical Reports User Guide Release 6 0 1 _ Chapter 3 Descriptions of Historical Reports Field continued Report Detail
156. lls transferred out by the agent ACD Conference Total number of Unified CCX conference calls in which the agent participated Sort Criterion You can sort the Agent Call Summary Report by any of these criteria Result Agent Name Displays the report in alphabetical order by the names of agents Total Inbound Calls Displays the report in order of the total number of calls received by agents Total Outbound Calls Displays the report in order of the total number of calls made by agents Filter Parameter You can filter the Agent Call Summary Report by any of these parameters Result Resource Group Names Displays information for agents that belong to the specified resource groups Agent Names Displays information for the specified agents Cisco CRS Historical Reports User Guide Release 6 0 1 _ Chapter 3 Descriptions of Historical Reports Filter Parameter Report Details Mil Result continued Skill Names Displays information for agents who possess the specified skills Team Names Displays information for agents who belong to the selected teams Agent Detail Report Chart Name The Agent Detail Report contains detailed information about each Unified CCX call that was handled by an agent and each call that was made by an agent It also includes information about non Unified CCX calls Unified CCX calls are defined as handled when an
157. ls in each call priority answered within the time shown in the Service Level field in Cisco CRS Administration Call priorities range from lowest to 10 highest All calls start with a default priority of 1 unless a different priority is set in the workflow Sort Criterion You can sort the Contact Service Queue Service Level Priority Summary Report by this criterion Result Contact Service Queue Name Displays the report in order of the name of the contact service queues Filter Parameter You can filter the Contact Service Queue Service Level Priority Summary Report by this parameter Result Contact Service Queue Name Displays information for the specified CSQs Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports E Report Details CSQ Agent Summary Report An agent can handle calls for multiple CSQs The CSQ Agent Summary 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 The CSQ Agent Summary Report can include this chart Chart Name Description Calls Handled by CSQ and Agent For each CSQ displays the number of ca
158. lt Agent Name Displays the report in alphabetical order by the names of agents Filter Parameter You can filter the Agent State Summary Report by Agent by any of these parameters Result Interval Length Entire report range Displays information from the report start time through the report end time but does not display information for specific intervals within the report period Thirty 30 minute intervals Displays information for 30 minute intervals within the report period The first interval begins at the report start time the next interval begins 30 minutes after the report start time and so on Sixty 60 minute intervals Displays information for 60 minute intervals within the report period The first interval begins at the report start time the next interval begins 60 minutes after the report start time and so on Resource Group Names Displays information for agents who belong to the specified resource group or groups Agent Names Displays information for the specified agents Skill Names Displays information for agents who possess the specified skills Team Names Displays information for agents who belong to the selected teams Agent State Summary Report by Interval The Agent State Summary Report by Interval 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 Reser
159. lt Contact Service Queue Displays the report in order of the name of the CSQ Total Calls Presented Displays the report in order of the number of calls routed to the CSQ whether or not an agent picked up the call Total Calls Handled Displays the report in order of the number of calls handled by the CSQ Total Calls Abandoned Displays the report in order of the number of calls routed to the CSQ but were not answered because the caller hung up or was disconnected Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details You can filter the Contact Service Queue Activity Report by this parameter Filter Parameter Result CSQ Names Displays information for the specified CSQs CSQ Types Includes these options e Resource Group Displays information for CSQs that are configured with the Resource Pool Selection Model set to Resource Group in Unified EIM Administration e Skill Group Displays information for CSQs that are configured with the Resource Pool Selection Model set to Resource Skills in Cisco CRS Administration Contact Service Queue Activity Report by CSQ The Contact Service Queue Activity Report by CSQ shows information about service levels and about the number and percentage of calls presented handled abandoned and dequeued This report can show information for each 30 minute or 60 minute interval wi
160. mber that the system assigned to each call leg The session sequence number increases by 1 for each leg of a call Start Time End Time Date and time that a call started and date and time that the call was disconnected or transferred Cisco CRS Historical Reports User Guide Release 6 0 1 3 62 Chapter3 Descriptions of Historical Reports Field continued Report Details Description continued Contact T Type of call 1 Incoming Outside call received by the Unified CCX Edition system 2 Outgoing Call originated by the Cisco CRS system other than a call made within the system 3 Internal Call transferred or conferenced between agents or a call made within the system 4 Redirect A previous leg redirected the call to this leg 5 Transfer in A previous leg transferred the call to this leg Contact D Disposition of a call abandoned handled aborted or rejected For an Unified CCX call a call is abandoned if the call disconnects before connecting to an agent The call is handled when the call is connected to an agent For an Unified IP IVR call a call is abandoned if it does not reach the workflow step that defines the call as handled The call is handled when it reaches this step A call is aborted when problems occur in executing the workflow script for example the workflow script throws exceptions A call is rejected when certain Unified CM or Cisco CRS resources are n
161. ng which the largest number of calls were received This hour is defined as the peak hour Call Duration Avg Average call length for the day Call Duration Min Length of the shortest call for the day Call Duration Max Length of the longest call for the day Sort Criterion You can sort the Traffic Analysis Report by this criterion Result Date Displays the report in order of the date for which information is provided Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports HZ Report Footnotes Report Footnotes In some cases the last page of a report may contain one of the footnotes shown in the following table Report Footnote Explanation This report exceeds the configured maximum number of records for a report Some records will not be included The setHistMaxRecCount utility has been used to limit the number of records processed for reports and the data in the report period includes more records than this limit For information about the setHistMaxRecCount utility refer to Cisco CRS Historical Reports Administrator and Developer Guide This report might not include complete data for calls received after date time The report period ends after date and time but your Cisco CRS deployment includes two servers on which the Database component is installed and the data on these servers has not yet been syn
162. ngs click lt lt without choosing any settings If the Enter Parameter Value field appears enter the value that you want to use as n in the filter parameter Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter4 Generating Historical Reports W Saving and Loading Report Settings Related Topics e Specifying a Sorting Method page 4 6 e Viewing Reports page 4 14 Saving and Loading Report Settings If you often generate particular reports you may find that it is convenient to save the general and detailed report settings that you choose for these reports You can recall these settings and make adjustments to them each time that you generate the report You can also recall these settings and use them as a basis for a scheduled report You save report settings in a file called a Report Settings file When you load a Report Settings file the report settings saved in that file appear in the Cisco CRS Historical Reports main window Related Topics e Saving Report Settings page 4 8 e Loading Report Settings page 4 10 e Changing and Saving Report Settings page 4 11 Saving Report Settings By default the Cisco CRS Historical Reports client saves Report Settings files on your computer in the Cisco CRS Historical Reports Reports directory which is under the directory in which you installed the Cisco CRS Historical Reports system By default the system installs in the Program Files directory The client give
163. o provides remote logging to various systems via standard protocols T Table also database table A presentation of information organized in rows and columns Text to Speech See TTS Trace also trace file A TCP IP utility that allows you to determine the route packets are taking to a particular host Trace route works by increasing the time to live value of packets and seeing how far they get until they reach the given destination Trap also SNMP trap A program interrupt usually caused by some exceptional situation in an application In most cases after such an interrupt the operating system performs some action then returns control to the application Cisco CRS Historical Reports User Guide Release 6 0 1 Glossary W Trigger Signals that respond to incoming contacts at a specified route point by selecting telephony and media resources to serve the contact and invoking application scripts to handle it The Cisco CRS system uses JTAPI triggers to start responses to telephone calls and HTTP triggers to start responses to HTTP requests In these cases telephone numbers and Web addresses associated with the triggers act as the triggers TTS Text to Speech A speech synthesis application that creates a spoken sound version of the text in a document or database TTS Client A component of TTS that must reside on the Cisco CRS server TTS Server A dedicated server that converts text into speech and p
164. oad dialog box If you clicked the Run this program from its current location radio button the computer opens the installation program and then it extracts the files that it needs for the installation When this process completes the Cisco CRS Historical Reports Setup window appears If you clicked the Save this program to disk radio button the Save As dialog box appears Perform the following steps Specify the directory in which you want to save the installation program CiscoAppReportsInstall exe and click Save When the installation file completes downloading click Open in the Download Complete dialog box The computer prepares to install the application and then it extracts the files that it needs for the installation When this process completes the Cisco CRS Historical Reports Setup window appears Click Next in the Cisco CRS Historical Reports Setup window The Cisco CRS Historical Reports Setup window displays the License Agreement Read the License Agreement and then if you agree click Yes The Cisco CRS Historical Reports Setup window prompts you to choose an installation folder To install the Historical Reports files in the Program Files directory on your computer click Next Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter2 Installation and Configuration Installing the Cisco CRS Historical Reports Client Step 8 Step 9 Step 10 Step 11 Step 12 If you want
165. of your choice e Jvm stdout Includes information about every user who logs in or attempts to log in to the Cisco CRS Historical Reports client Related Topics e Database Log File page 6 6 e Servlets Log File page 6 8 Database Log File The Database log file resides on the server from which the Cisco CRS Historical Reports client obtains historical data This file logs information related to retrieving information from the Cisco CRS database To help the server run most efficiently the database log is turned off by default If when you try to generate a historical report you receive an error message that is related to a Cisco CRS Cisco CRS Historical Reports User Guide Release 6 0 1 6 6 _ Chapter 6 Log Files Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step7 Server Log Files W database you can turn on the database log to capture information for troubleshooting Then you can provide that log file to the Cisco Technical Assistance Center for assistance with correcting the problem To turn on the database log and capture information in a log file follow these steps Procedure On the server from which the Cisco CRS Historical Reports client obtains historical data choose Start gt Run The Run dialog box appears In the Open field enter cmd and then click OK A Command window appears At the command prompt type cd program files wfavvid and then press the Enter key If the C
166. om Cisco CRS 3 x Session ID is the unique session identification number that the system assigned to a call Sequence No is the session sequence number that the system assigned to each call leg The session sequence number increases by 1 for each leg of a call Call Start Time Date and time that the call started and date and time that the call was Call End Time disconnected transferred or redirected Contact Type Contact type of a call incoming outgoing internal redirect transfer in Contact Disposition Disposition of the call aborted or rejected Abort Reject Reason that the call was aborted or rejected Reason Originator DN If Originator Type is 1 this field shows the Unified CCX extension of the agent If Originator Type is 2 this field shows the CT port number If Originator Type is 3 this field shows the telephone number of the caller Destination DN If Destination Type is 1 this field shows the Unified CCX extension of the agent If Destination Type is 2 this field shows the CTI port number If Destination Type is 3 this field shows the telephone number called Cisco CRS Historical Reports User Guide Release 6 0 1 i m Chapter3 Descriptions of Historical Reports HI Report Details Field continued Description continued Called Number If the call was a transfer the number that the call was transferred to In other cases this information is the same as the Origin
167. on configuration and command guides for Cisco hardware and software products With the DVD you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL http www cisco com univercd home home htm The Product Documentation DVD is created and released regularly DVDs are available singly or by subscription Registered Cisco com users can order a Product Documentation DVD product number DOC DOCDVD or DOC DOCDVD SUB from Cisco Marketplace at the Product Documentation Store at this URL http www cisco com go marketplace docstore Ordering Documentation You must be a registered Cisco com user to access Cisco Marketplace Registered users may order Cisco documentation at the Product Documentation Store at this URL http www cisco com go marketplace docstore If you do not have a user ID or password you can register at this URL http tools cisco com RPF register register do Documentation Feedback You can provide feedback about Cisco technical documentation on the Cisco Support site area by entering your comments in the feedback form available in every online document Cisco CRS Historical Reports User Guide Release 6 0 1 Preface W Cisco Product Security Overview Cisco Product Security Overview Cisco provides a free online Security Vulnerability Policy portal at this URL http www cisco com en US products products_security_vulnerability_policy ht ml From
168. on in a Group Information Pane only that information prints The report prints on the default printer that has been designated for your computer To print a report follow these steps Procedure In the CRS Historical Reports main window choose the report settings that you want and then click View The report appears in the Report Viewer window Click the Print tool The Print dialog box appears In the Print dialog box choose the settings that you want Click OK The Printing Records dialog box appears while the file is being printed and shows the progress of printing Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter4 Generating Historical Reports The Report Viewer W Exporting Reports Exporting a report means saving the report in a file You can specify the name and location of the file and the format in which the report is saved After a report is exported to a file you can view print and manipulate the data in the file with another program When you export a report you can save it in any of the formats shown in the following table If you export reports to Microsoft Excel make sure that the Extended version of Excel 7 0 is installed on the computer on which you perform the export procedure Extension that the System Format Adds to the File Name Description Acrobat Format PDF pdf Portable Document Format file that can be read with Adobe Acrobat Reader Comma separate
169. ool offers three search options by product ID or model name by tree view or for certain products by copying and pasting show command output Search results show an illustration of your product with the serial number label location highlighted Locate the serial number label on your product and record the information before placing a service call Tip Displaying and Searching on Cisco com If you suspect that the browser is not refreshing a web page force the browser to update the web page by holding down the Ctrl key while pressing F5 Cisco CRS Historical Reports User Guide Release 6 0 1 xvi Preface Obtaining Technical Assistance W To find technical information narrow your search to look in technical documentation not the entire Cisco com website After using the Search box on the Cisco com home page click the Advanced Search link next to the Search box on the resulting page and then click the Technical Support amp Documentation radio button To provide feedback about the Cisco com website or a particular technical document click Contacts amp Feedback at the top of any Cisco com web page Submitting a Service Request Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information After you describe your situation the TAC Service Reque
170. op Monitoring Supervisor pressed the key to terminate the monitoring session but it fails to terminate Error Unable to Monitor New Call Supervisor chose to monitor a new call but the system fails to respond Error Agent Logged Off The agent that the supervisor intended to monitor has logged off Error Network Problem Monitoring session is not successful due to network problems Error VoIP Server Unable to Communicate Monitoring session is not successful as a server with that Cisco CRS Monitoring component fails to communicate Cisco CRS Historical Reports User Guide Release 6 0 1 i E Chapter3 Descriptions of Historical Reports E Report Details Field continued Description continued Status continued Error Monitoring Not Allowed Supervisor attempted to monitor an agent or a CSQs that are not on the allowed list for the supervisor Error Agent Not Logged In Agent that the supervisor intended to monitor is not logged in Error Invalid Input Supervisor entered input that is not recognized by the system Error Other Errors not defined by any of the preceding messages Sort Criterion You can sort the Remote Monitoring Detail Report by any of these criteria Result Start Time Displays the report in order of the time that the monitoring session starts User ID Displays the report in order of the name of the supervisor Duration
171. or agents participated and calls barged by the specified supervisor s CSQ Name Displays calls that queued for any of the specified CSQs Duration Greater Than or Equal to T seconds Displays calls with duration greater than or equal to the number of seconds specified by T Duration Less Than or Equal to T seconds Displays calls with duration less than or equal to the number of seconds specified by T Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Mi Multichannel Agent Contact Summary Report The Multichannel Agent Contact Summary Report is specific to the Unified EIM and the Unified WIM It shows summary information about each call e mail and chat that was received made inbound outbound by the agent for each agent specified Note Chart Name Multichannel reports are specific to Unified EIM Unified WIM and use the MS SQL 2000 database installed in a mixed mode authentication To generate combined historical reports Cisco CRS requires access details for the Unified EIM Unified WIM database host name or IP address of the server database name database user and database password See the Cisco CRS Administration Guide for detailed configuration information For inbound Unified CCX calls this report shows the average time that the agent spent in the Talk state the Work state and on hold For non Unified CCX calls thi
172. or other reason codes By default the report shows information for eight predefined reason codes However you can specify the reason codes for which the report shows detailed information see Appendix A Cisco CRS Reason Codes This report can show information for each 30 minute or 60 minute interval within the report period The Agent Not Ready Reason Code Summary Report can include this chart Chart Name Description Total Not Ready Time by Agent and Reason Code For each agent displays the time that the agent spent in each not ready reason code during the report period Up to 8 reason codes are displayed in detail Additional reason code appear as a total under Other Reason Codes Field The Agent Not Ready Reason Code Summary Report includes a table that shows the following information for each agent that remains in Not Ready state Description Agent Name First name and last name of the agent Extension Unified CCX extension that Unified CM assigned to the agent Interval Start Time Interval End Time Beginning date and time and ending date and time of each 30 or 60 minute interval within the report period if you specify an interval with the Interval Length filter parameter Otherwise the beginning date and time and ending date and time of the report range Total Logged in Total time that the agent was logged in to the Unified CCX system during the interval
173. ort Settings Choosing the Date and Time Range for a Report You must choose the date and time range for the data in the report that you have chosen as explained in the Choosing the Report to Generate section on page 4 2 In the Date and Time fields next to Report Start Date and Report End Date in the General Report Settings area enter the beginning and ending dates and times of the time range for which you want to generate information You can now choose additional general report settings choose detailed report settings or click View to view the report Related Topics e Choosing the Report to Generate page 4 2 e Including Charts with a Report page 4 3 e Detailed Report Settings page 4 4 e Viewing Reports page 4 14 Detailed Report Settings Detailed report settings allow you to cause reports to present information in a particular order and to include only specific information Detailed report settings include e Sorting method Order in which information in a report appears e Filter parameter Specific information that a report includes You choose detailed report settings in the Detailed Report Settings area of the Cisco CRS Historical Reports main window shown in Figure 4 1 Cisco CRS Historical Reports User Guide Release 6 0 1 44 _ Chapter 4 Generating Historical Reports Detailed Report Settings Ml Figure 4 1 Detailed Report Settings Area Sor Report By nnm o Filter Parameter Resour
174. ort name Choosing the Report to Generate page 4 2 Choosing the Report to Schedule page 5 6 Tabs for general and detailed report settings General Report Settings page 4 1 Detailed Report Settings page 4 4 General Settings for Scheduled Reports page 5 5 Detailed Settings for Scheduled Reports page 5 10 Reporting tasks General Report Settings page 4 1 Loading Report Settings page 4 10 Choosing the Report to Schedule page 5 6 This button changes depending on the reporting task selected Starting the Cisco CRS Historical Reports Client When you start the Cisco CRS Historical Reports client the client logs in to the Cisco CRS server giving you access to data stored in the Cisco CRS database To start the Cisco CRS Historical Reports client perform the following steps Cisco CRS Historical Reports User Guide Release 6 0 1 1 4 _ Chapter 1 Overview amp The Cisco CRS Historical Reports Client Interface W Note A If you try to start the Cisco CRS Historical Reports client but you have not been given access to it you will see the User Privileges Missing dialog box In this case your system administrator can click Yes and set up access for you If you click No you will not have access to any reports Your system administrator can give you access later See the Giving Users Access to Cisco CRS Historical Reports section on page 2 8 for more information Caution
175. orts page 2 8 e Configuration Files page 2 11 e Changing the Client Language page 2 18 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter2 Installation and Configuration HZ Upgrading the Cisco CRS Historical Reports Client Upgrading the Cisco CRS Historical Reports Client Note Be sure to exit the client application and the Scheduler on the client computer before proceeding For instructions see the Exiting the Cisco CRS Historical Reports Client section on page 1 6 and see The Scheduler section on page 5 3 This procedure assumes that the Cisco CRS Historical Reports Client installation file CiscoAppReportsInstall exe does not exist on your computer To upgrade the CRS Historical Reports client perform the following steps on the client computer Procedure Step 1 Perform one of the following actions e From Cisco CRS Administration choose Tools gt Plug ins When the Plug ins web page appears click the Cisco CRS Historical Reports hyperlink e From the CRS Supervision Download web page click the Cisco CRS Historical Reports hyperlink The File Download dialog box appears Step2 Click OK in the File Download dialog box e If you clicked the Run this program from its current location radio button the computer opens the installation program and then it extracts the files that it needs for the installation When this process completes the Cisco CRS Historical Reports Setup
176. ot sufficient for accepting incoming calls for example an insufficient number of CTI ports Originator T Originator of the call 1 Agent Call originated by an agent 2 Device Call originated by a simulated caller Used for testing 3 Unknown Call originated by an outside caller through a gateway or by an unmonitored device Originator ID Login identification of the agent who originated the call Used only if Originator Type is 1 Originator DN If Originator Type is 1 this field shows the Unified CCX extension of the agent If Originator Type is 2 this field shows the CT port number If Originator Type is 3 this field shows the telephone number of the caller Cisco CRS Historical Reports User Guide Release 6 0 1 E Chapter3 Descriptions of Historical Reports E Report Details Field continued Description continued Destination T Destination of the call 1 Agent Call presented to an agent 2 Device Call presented to a route point 3 Unknown Call presented to an outside destination through a gateway or to an unmonitored device Destination ID Login identification of the agent who received the call Used only if Destination Type is 1 Destination DN If Destination Type is 1 this field shows the Unified CCX extension of the agent If Destination Type is 2 this field shows the CTI port number If Destination Type is 3 this field shows the telephone number called
177. otal work time divided by number of calls handled by the agent Calls that do not connect to an agent are not included in this calculation Cisco CRS Historical Reports User Guide Release 6 0 1 3 34 Chapter3 Descriptions of Historical Reports Report Details Mil Field continued Description continued Calls Abandoned Number of calls abandoned for this application A call is abandoned if it does not reach the workflow step that defines the call as handled or if the caller terminates the call before an agent answers it This value includes calls aborted or rejected by the system Avg Abandon Time Average duration of calls before they were abandoned You can sort the Application Summary Report by this criterion Sort Criterion Result Application Name _ Displays the report in alphabetical order by the names of the applications You can filter the Application Summary Report by this parameter Filter Parameter Result Application Names_ Displays information for the selected applications Call Custom Variables Report The Call Custom Variables Report shows information about any custom variables set by the Set Session Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call The Call Custom Variables Report includes the following information Field Description Node ID Session Node ID is the unique numeric ID assigned
178. ouped by interval The Contact Service Queue Activity Report by CSQ displays the same information grouped by CSQ For more information see the Contact Service Queue Activity Report by CSQ section on page 3 46 Cisco CRS Historical Reports User Guide Release 6 0 1 _ Chapter 3 Descriptions of Historical Reports Chart Name Report Details Mil The Contact Service Queue Activity Report by Interval can include these charts Description Calls Handled Abandoned and Dequeued by Interval For each time interval displays the number of calls handled abandoned and dequeued A call is considered to be handled when an agent picks up the call A call is considered to be abandoned if the call disconnects before connecting to an agent A call is considered to be dequeued from a particular CSQ in the following cases e The call is dequeued by a Dequeue step in a workflow e The call is marked as handled by a workflow e The call is queued for more than 1 CSQ and is handled by an agent in another CSQ Total Calls that Met Service Level by Interval For each time interval displays the total number of calls handled and the number of calls handled within the time entered in the Service Level field when the CSQ was Set up in Cisco CRS Administration Field The Contact Service Queue Activity Report by Interval includes a table that shows the following information for each CSQ Description Inte
179. out more about the Cisco Product Quick Reference Guide go to this URL http www cisco com go guide Cisco CRS Historical Reports User Guide Release 6 0 1 xviii Preface Obtaining Additional Publications and Information Tl Cisco Marketplace provides a variety of Cisco books reference guides documentation and logo merchandise Visit Cisco Marketplace the company store at this URL http www cisco com go marketplace Cisco Press publishes a wide range of general networking training and certification titles Both new and experienced users will benefit from these publications For current Cisco Press titles and other information go to Cisco Press at this URL http www ciscopress com Internet Protocol Journal is a quarterly journal published by Cisco for engineering professionals involved in designing developing and operating public and private internets and intranets You can access the Internet Protocol Journal at this URL http www cisco com ipj Networking products offered by Cisco as well as customer support services can be obtained at this URL http www cisco com en US products index html Networking Professionals Connection is an interactive website where networking professionals share questions suggestions and information about networking products and technologies with Cisco experts and other networking professionals Join a discussion at this URL http www cisco com discuss networ
180. ports User Guide Release 6 0 1 Preface Overview Cisco Customer Response Solutions Historical Reports Use Guide provides instructions and related information for installing upgrading and accessing the Cisco Customer Response Solutions CRS 6 0 Historical Reports Client interface This manual also describes each historical report in detail explains how to generate view print save and schedule historical reports and provides information for administrating the Historical Reports system Audience This manual is intended for call center supervisors who need to prepare and understand Cisco CRS historical reports Cisco CRS Historical Reports User Guide Release 6 0 1 i E Preface W Organization Organization This manual is organized as follows Chapter 1 Overview Introduces the Cisco CRS database and describes the Cisco CRS Historical Reports client interface Chapter 2 Installation and Configuration Provides instructions for installing upgrading and giving users access to the Cisco CRS Historical Reports system describes configuration files and explains how to change the language on the client computer Chapter 3 Descriptions of Historical Reports Provides an overview and descriptions of each historical report Chapter 4 Generating Historical Reports Describes how to generate view print and save historical reports Chapter 5 Scheduling Histor
181. r Parameter Result continued Skill Names Displays information for agents who possess the specified skills Team Names Displays information for agents who belong to the selected teams Agent Summary Report The Agent Summary Report contains a summary of the activities of agents including call and agent state activities The Agent Summary Report can include these charts Chart Name Description Call Handle Ratio For each agent displays the number of calls handled by the agent divided by the by Agent number of calls presented to that agent Total Calls Handled by Agent For each agent displays the total number of calls handled Average Talk Time Hold Time Work Time by Agent For each agent displays the average time spent in Talk state on hold and in Work state The Agent Summary Report includes a table that shows the following information for each agent Field Description Agent Name First name and last name of the agent Extension Unified CCX extension that the Unified CM assigned to the agent Average Logged In Time Total logged in time of the agent divided by the number of logged in sessions of the agent Calls Handled Number of calls connected to the agent If the agent establishes a conference with another agent this value increases by 1 for the conferenced agent If the agent transfers a call and later receives the call back as a transfer this value in
182. ram folder to hold program icons click Next To use another folder to hold program icons enter the folder name or choose it from the list of existing folders and then click Next The Cisco CRS Historical Reports Setup window prompts you to identify the Cisco CRS server Enter the host name or IP address of the Cisco CRS server and then click Next If you do not enter this information now you can enter it later when you start Cisco CRS Historical Reports The Cisco CRS Historical Reports Setup window prompts you for permission to start copying files Click Next to continue with the upgrade After the files are copied the Desktop Shortcut dialog box appears Click Yes to create a shortcut for Cisco CRS Historical Reports on your Windows desktop Click Finish The installation is complete The computer restarts if necessary Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter2 Installation and Configuration W Giving Users Access to Cisco CRS Historical Reports Related Topics e Prerequisites page 2 1 e Installing the Cisco CRS Historical Reports Client page 2 2 e Reinstalling the Cisco CRS Historical Reports Client page 2 5 e Giving Users Access to Cisco CRS Historical Reports page 2 8 e Configuration Files page 2 11 e Changing the Client Language page 2 18 Giving Users Access to Cisco CRS Historical Reports Before a user can generate a historical report from the CRS Historical Reports
183. rcentage Calls Handled With Queue Time 0 3T sec Time interval showing the number and percentage of handled calls with a queue time that is less than or equal to 3T seconds You can specify the value for T in the Filter Parameter field in the Report Detail area The default value for Tis 15 seconds and in this case this field shows as 0 45 seconds Total Percentage Calls Handled With Queue Time 0 47 sec Time interval showing the number and percentage of handled calls with a queue time that is less than or equal to 4T seconds You can specify the value for T in the Filter Parameter field in the Report Detail area The default value for Tis 15 seconds and in this case this field shows as 0 60 seconds Calls Abandoned Number of calls abandoned from the CSQ A call is considered to be abandoned if it was routed to the CSQ but was not answered by an agent because the caller hung up or was disconnected Total Percentage Calls Abandoned With Queue Time 0 T Time interval showing the number and percentage of abandoned calls with a queue time that is less than or equal to T seconds You can specify the value for T in the Filter Parameter field in the Report Detail area The default value for T is 15 seconds and in this case this field shows as 0 15 seconds Total Percentage Calls Abandoned With Queue Time 0 2T sec Time interval showing the number and percentage of abandoned calls with a queue time that
184. reports The client language does not affect the language of the data in reports A Caution Setting the language may affect the display language of other applications that are running on the client computer amp Note Refer to your Windows documentation for more information on setting languages See the http www microsoft com globaldev handson user 2kintlsupp mspx website for further details Cisco CRS Historical Reports User Guide Release 6 0 1 CHAPTER Descriptions of Historical Reports Cisco CRS Historical Reports provides a set of formatted reports that are designed to provide you with information about the operations and activities of your Cisco CRS system and the agents using the system Reports present information in a tabular form and unless you specify otherwise include charts that highlight important information If you require reports other than the system formatted reports you can create your own custom reports To create custom reports refer to Cisco CRS Historical Reports Administrator and Developer Guide The following sections include these topics e Overview of Reports page 3 2 e Report Details page 3 6 e Report Footnotes page 3 82 Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports HZ Overview of Reports Overview of Reports Cisco CRS Historical Reports can generate a variety of historical reports Table 3 1 shows the
185. ress the Enter key Moving Through the Report To make the most efficient use of system resources the Cisco CRS Historical Reports client loads pages on demand as you move through the report The Page Number field in the Report Viewer window shows the number of the currently displayed page To its right the Page Count field shows how many pages the report contains The Page Count field does not show the total number of pages until all pages of a report have been loaded Instead it shows the number of the currently displayed page followed by a plus sign to indicate that the report contains additional pages You can move through a report one page at a time or jump to any specific page The following table shows how to move through a report To Make This Move When Viewing a Report Perform This Action in the Report Viewer Window Move forward one page Click the Go To Next Page tool Move backward one page Click the Go To Previous Page tool Move to the last page Click the Go To Last Page tool Move to the first page Click the Go To First Page tool Move to a specific page Select the number that appears in the Page Number field enter the page number that you want and then press the Enter key Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter4 Generating Historical Reports HI The Report Viewer amp Note Moving directly to the first page or last page in a long report
186. rmation related to all Scheduler activities except printing and exporting e CiscoSchPrintExport log Maintains information related to printing and exporting performed by the Scheduler The Scheduler log files are stored in the Cisco CRS Historical Reports Scheduler directory which is under the directory in which you installed the Cisco CRS Historical Reports system By default the system installs in the Program Files directory Each Scheduler log file has a maximum size of 4 MB When a Scheduler log file reaches this size the system copies it to a backup file The backup file has the same base name as the original file with the extension bak The system maintains one such backup file for each Scheduler log file Each time a Scheduler log file reaches 4 MB in size the system moves that information to the existing backup file overwriting the information in the existing backup file Related Topics e Opening Log Files on the Client System page 6 4 e Interpreting Log Files on the Client System page 6 5 Opening Log Files on the Client System You open a Cisco CRS Historical Reports log file on the client system on which the log file is stored You can open log files from the Cisco CRS Historical Reports main window or by using a text editor You can also open Scheduler log files from the Scheduler When you open a log file from the Cisco CRS Historical Reports main window or from the Scheduler log information appears in a Notepad win
187. rval Start Time Interval End Time Beginning date and time and ending date and time of each 30 or 60 minute interval within the report period if you specify an interval with the Interval Length filter parameter Otherwise the beginning date and time and ending date and time of the report range CSQ Name Call Skills Name of the CSQ and call skills associated with the CSQ if the CSQ is configured based on resource skills Multiple skills are separated by commas Service Level sec Value entered in the Service Level field when the CSQ was set up in Cisco CRS Administration If the service level changed during the report period the report shows the old and new service level values Calls Hand lt SL Number of calls handled within the time shown in the Service Level field A call is considered to be handled when an agent picks up the call Calls Aband lt SL Number of calls abandoned within the time shown in the Service Level field A call is considered to be abandoned if the call disconnects before connecting to an agent Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Field continued Description continued Percentage of Service Level Met Only Handled Percentage of handled calls handled within the time shown in the Service Level field A call is considered to be handled when an agent picks up the call Thi
188. s Description continued Total Ring Time Time that elapsed between the time that a call rang at the Cisco Agent Desktop and the time that the call 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 Calls On Hold Number of calls that the agent puts on hold Hold Time Avg Average hold time for all calls that the agent put on hold The average is calculated as total hold time divided by number of calls on hold Not applicable to non Unified CCX calls Hold Time Total Total time that the call was on hold Not applicable to non Unified CCX calls RNA Ring no answer number of calls that were connected to the agent but that the agent does not answer Sort Criterion You can sort the CSQ Agent Summary Report by either of these criteria Result CSQ Name Displays the report in alphabetical order of the name of CSQs Agent Name Displays the report in alphabetical order by the names of agents Filter Parameter You can filter the CSQ Agent Summary Report by this parameter Result CSQ Names Displays information for the specified CSQs Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Detailed Call by Call CCDR Report Chart Nam
189. s value is calculated as follows Number of calls handled within service level Number of calls handled 100 Percentage of Service Level Met Without Abandon Percentage of presented calls not counting abandoned calls handled within the time shown in the Service Level field This value is calculated as follows Number of calls handled within service level Number of calls presented Number of calls abandoned within service level 100 Percentage of Service Level Met Positive Abandon Percentage of presented calls handled or abandoned within the time shown in the Service Level field For this value calls abandoned within the time shown in the Service Level field are considered to have met that service level This value is calculated as follows Number of calls handled within service level Number of calls abandoned within service level Number of calls presented 100 Percentage of Service Level Met Negative Abandon Percentage of presented calls handled within the time shown in the Service Level field For this value calls abandoned within the time shown in the Service Level field are considered to have not met that service level This value is calculated as follows Number of calls handled within service level Number of calls presented 100 Calls Presented Number of calls routed to the CSQ whether or not an agent picked up the call Calls Handled Number and perc
190. s a Report Settings file the name report chc where report is the name of the report for which you are saving settings You can change the default directory and the base file name for a Report Settings file The file name must have the extension chc To save report settings in a new Report Settings file follow these steps Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter4 Generating Historical Reports Step 1 Step 2 Step 3 Step 4 Saving and Loading Report Settings W Procedure In the CRS Historical Reports main window choose the general report settings and detailed report settings that you want to save Choose File gt Save or choose File gt Save As or click the Save tool The Save As dialog box appears If you want make changes in the Save As dialog box as follows To save Report Settings files in a directory other than the default directory use the Save In drop down arrow the Folder Name pane or the Save In tools to specify the directory To change the file name that appears in the File Name field enter the file name that you want To choose a file that already exists you can use the File Name drop down arrow to display a list of file names and then choose the file name that you want A message appears asking if you want to replace the existing file Click Yes to continue amp Note A report settings file name must have the extension chc The system adds this extension to the
191. s of your business operations are negatively affected by inadequate performance of Cisco products You and Cisco will commit full time resources during normal business hours to resolve the situation Severity 3 S3 Operational performance of the network is impaired while most business operations remain functional You and Cisco will commit resources during normal business hours to restore service to satisfactory levels Severity 4 S4 You require information or assistance with Cisco product capabilities installation or configuration There is little or no effect on your business operations Obtaining Additional Publications and Information Information about Cisco products technologies and network solutions is available from various online and printed sources e The Cisco Online Subscription Center is the website where you can sign up for a variety of Cisco e mail newsletters and other communications Create a profile and then select the subscriptions that you would like to receive To visit the Cisco Online Subscription Center go to this URL http www cisco com offer subscribe e The Cisco Product Quick Reference Guide is a handy compact reference tool that includes brief product overviews key features sample part numbers and abbreviated technical specifications for many Cisco products that are sold through channel partners It is updated twice a year and includes the latest Cisco channel product offerings To order and find
192. s report shows the average and maximum talk time for the agent For outbound responses 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 another route point or another agent by the agent and the number of conference calls in which the agent participated The Multichannel Agent Contact Summary Report can include these charts Description Total Inbound Outbound Calls by Agent Total number of calls received and calls made by agents Average Talk Hold Work Time for Inbound ACD For Unified CCX calls received by agents average time each agent spent in Talk state on hold and in Work state Average Maximum Call Time for Outbound Calls For calls made by agents average and maximum time each agent spent on the call The time on a call includes time spent dialing waiting for an answer and talking Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports HI Report Details The Multichannel Agent Contact Summary Report includes a table that shows the following information Field Description Agent Name First and last name of the agent Extension Unified CCX extension that the Unified CM assigned to the agent Total Inbound Total number of calls received by the agent Equal to inbound ACD calls inbound non ACD calls In
193. se driver SERVER under CRS_DATABASE Display only IP address or host name of the server from which the Cisco CRS Historical Reports client obtains historical data DATABASE under CRS_DATABASE Display only Name of the main Cisco CRS database on the server from which the Cisco CRS Historical Reports client obtains historical data UID under CRS_DATABASE Display only User identification used to log in to the Cisco CRS database on the server from which the Cisco CRS Historical Reports client obtains historical data Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter2 Installation and Configuration Parameter Configuration Files Hi Explanation NETWORK under CRS_DATABASE Display only Network library used by the Cisco CRS Historical Reports client when connecting to the Cisco CRS database DRIVER under CRS_DATABASE_ALTERNATIVE If you want the Cisco CRS Historical Reports client to access databases on a computer other than the default server specify the name of the alternative database driver here Valid value Name of the alternative database driver SERVER under CRS_DATABASE_ALTERNATIVE If you want the Cisco CRS Historical Reports client to access databases on a computer other than the default server specify the IP address or host name of the alternative server here Valid value IP address or host name of the alternative server on whi
194. ser Guide Release 6 0 1 E Chapter3 Descriptions of Historical Reports HT Report Details You can sort the Priority Summary Activity Report by either of these criteria Sort Criterion Result Call Priority Displays the report in order of the final priority level assigned to each call Total Calls Displays the report in order of the number of calls assigned a particular priority level as their final priority level You can filter the Priority Summary Activity Report by this parameter Filter Parameter Result Call Priority Levels Displays information for the calls assigned the specified priority level as their final priority level Priority levels range from 1 lowest to 10 highest Remote Monitoring Detail Report The Remote Monitoring Detail Report shows information about the agent monitoring activities of supervisors The Remote Monitoring Detail Report can include these charts Chart Name Description Total Duration by For each supervisor displays the total time duration that the supervisor spent in User ID all monitoring sessions during the report period Average Wait Time For each supervisor displays the average time that the supervisor waits in the by User ID monitoring session before the actual monitoring starts Monitoring starts when the agent being monitored makes or receives a call This average is calculated for the entire report period Cisco CRS Historical Reports Us
195. splays the report in order of the telephone number that the caller was calling from Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Mil You can filter the Agent Detail Report by any of these parameters Filter Parameter Result Resource Group Displays information for agents that belong to the specified resource group or Names groups Agent Names Displays information for the specified agents Skill Names Displays information for agents that possess the specified skills Team Names Displays information for agents who belong to the specified teams Call Type Displays information for the specified call type Inbound ACD Inbound non ACD Outbound Transfer In Transfer Out Conference Agent Login Logout Activity Report The Agent Login Logout Activity 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 The Agent Login Logout Activity Report can include this chart Chart Name Description Total Logged In For each agent displays the total time logged in to the Unified CCX system Time for Each Agent
196. st Tool provides recommended solutions If your issue is not resolved using the recommended resources your service request is assigned to a Cisco engineer The TAC Service Request Tool is located at this URL http www cisco com techsupport servicerequest For S1 or S2 service requests or if you do not have Internet access contact the Cisco TAC by telephone S1 or S2 service requests are those in which your production network is down or severely degraded Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly To open a service request by telephone use one of the following numbers Asia Pacific 61 2 8446 7411 Australia 1 800 805 227 EMEA 32 2 704 55 55 USA 1 800 553 2447 For a complete list of Cisco TAC contacts go to this URL http www cisco com techsupport contacts Cisco CRS Historical Reports User Guide Release 6 0 1 Preface WE Obtaining Additional Publications and Information Definitions of Service Request Severity To ensure that all service requests are reported in a standard format Cisco has established severity definitions Severity 1 S1 An existing network is down or there is a critical impact to your business operations You and Cisco will commit all necessary resources around the clock to resolve the situation Severity 2 S2 Operation of an existing network is severely degraded or significant aspect
197. stalled To start the Scheduler right click the Scheduler icon and choose Run Scheduler Or choose Start gt Programs gt Cisco CRS Historical Reports gt Cisco CRS Historical Reports Scheduler To stop the Scheduler right click the Scheduler icon and choose Stop Scheduler The Scheduler remains loaded but it will not execute schedules To exit the Scheduler right click the Scheduler icon and choose Exit The scheduler unloads and will not execute schedules Note If you change the system time on the Cisco CRS Historical Reports client computer stop and then restart the Scheduler that is running on that computer Cisco CRS Historical Reports User Guide Release 6 0 1 5 4 Chapter5 Scheduling Historical Reports General Settings for Scheduled Reports W General Settings for Scheduled Reports General settings for scheduled reports include e Name of the report to schedule e Whether to include charts with the report e Whether to print the report or export it to a file You can return the report settings you choose for a scheduled report to their default values at any time by clicking Reset in the CRS Historical Reports main window If you have saved report settings in a Report Settings file you can load the Report Settings file and use it as a basis for a scheduled report See the Saving and Loading Report Settings section on page 4 8 for information about saving and loading a Report Settings fi
198. t Call Summary Report The Agent Call Summary 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 Unified CCX calls this report shows the average time that the agent spent in Talk state Work state and on hold For non Unified CCX 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 another route point or another agent by the agent and the number of conference calls in which the agent participated The Agent Call Summary Report can include these charts Chart Name Description Total Inbound Outbound Calls by Agent Total number of calls received and calls made by agents Average Talk Hold Work Time for Inbound ACD For Unified CCX calls received by agents average time each agent spent in Talk state on hold and in Work state Average Maximum Call Time for Outbound Calls For calls made by agents average and maximum time each agent spent on the call The time on a call includes time spent dialing waiting for an answer and talking The Agent Call Summary Report includes a table that shows the following information for each agent Field Description Agent Name First
199. t activities of each agent Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter 3 Descriptions of Historical Reports Table 3 1 Report Name and Reference Summary of Historical Reports continued Application Package Overview of Reports Description Agent Not Ready Reason Code Summary Report page 3 19 e Unified CCX Standard Jnified CCX Enhanced Jnified CCX Premium Time that each agent spent in Not Ready state and information about reason codes agents entered when going to Not Ready state Agent State Detail Report page 3 21 Jnified CCX Standard nified CCX Enhanced Jnified CCX Premium 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 Not Ready state Agent State Summary Report by Agent page 3 23 Jnified CCX Enhanced Jnified CCX Premium Information about the length and percentage of time that agents spent in each agent state grouped by agent name Agent State Summary Report by Interval page 3 25 Jnified CCX Standard Jnified CCX Enhanced U U U U U e Unified CCX Standard U U U U Unified CCX Premium 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 Agent Summary Report page 3 28 nified CCX Standard nified CCX Enhanced nified CCX Premium Summary sta
200. t in order of the number of contacts handled by the contact Handled service queue Total Contacts Displays the report in order of the number of contacts routed to the contact Abandoned service queue but were not answered because the caller hung up or was disconnected You can filter the Multichannel CSQ Activity Report by these parameters Filter Parameter Result CSQ Names Displays information for the specified CSQs CSQ Types Includes these options e Resource Group Displays information for CSQs that are configured with the Resource Pool Selection Model set to Resource Group in Cisco CRS Administration e Skill Group Displays information for CSQs that are configured with the Resource Pool Selection Model set to Resource Skills in Cisco CRS Administration Priority Summary Activity Report Filter Parameter Result Campaign Displays statistics of selected campaigns The Priority Summary Activity Report shows call information for each call priority The Priority Summary Activity Report can include this chart Chart Name Description Total Calls by Call For each priority level that was assigned displays the percentage of calls that Priority received that priority Cisco CRS Historical Reports User Guide Release 6 0 1 3 76 _ Chapter 3 Descriptions of Historical Reports Field Report Details Mil The Priority Summary Activity Report includes a table that shows the
201. tail Activity Report shows the a gt Abandoned Call Detail Activity z details of the calls abandoned during the report period JV Include charts in report Time Range Report Start Date 9 23 2004 x 12 00 00 AM 9 Report End Date 9 72372004 x 12 00 00 4M Reminder It s recommended to generate reports at off peak hours to avoid performance impact on CRS Server Help 9723 200 1 42 PM View Reset 120524 8 Item Reference 1 Open tool Saving Report Settings page 4 8 Save tool Saving Report Settings page 4 8 Login tool Changing Login and Server Information page 1 6 Cisco CRS Historical Reports User Guide Release 6 0 1 i E Chapter1 Overview HZ The Cisco CRS Historical Reports Client Interface Item continued Reference continued Scheduler tool Viewing and Deleting Schedules page 5 15 Help tool Getting Online Help page 1 7 Help button Getting Online Help page 1 7 w OO ol Reset button General Report Settings page 4 1 Detailed Report Settings page 4 4 General Settings for Scheduled Reports page 5 5 View button The Report Viewer page 4 12 Start and end date and time fields Choosing the Date and Time Range for a Report page 4 4 Check box for including charts with a report Including Charts with a Report page 4 3 Including Charts with a Scheduled Report page 5 6 Rep
202. tal and percentage talk time and total and percentage work time Sort Criterion You can sort the Agent State Summary by Interval by this criterion Result Interval Start Time Displays the report in order of the start times of the 30 or 60 minute intervals if you specify an interval with the Interval Length filter parameter Filter Parameter You can filter the Agent State Summary Report by Interval by any of these parameters Result Interval Length Entire report range Displays information from the report start time through the report end time but does not display information for specific intervals within the report period Thirty 30 minute intervals Displays information for 30 minute intervals within the report period The first interval begins at the report start time the next interval begins 30 minutes after the report start time and so on Sixty 60 minute intervals Displays information for 60 minute intervals within the report period The first interval begins at the report start time the next interval begins 60 minutes after the report start time and so on Resource Group Names Displays information for agents that belong to the specified resource group or groups Agent Names Displays information for the specified agents Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports HI Report Details Filte
203. ted Displays the report in order of the number of calls received by each application Call Abandon Rate Displays the report in order of average number of calls abandoned per hour while in each application Application Summary Report The Application Summary Report contains summary call statistics for each Unified CCX or Unified IP IVR application It 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 The Application Summary Report can include this chart Chart Name Description Calls Presented by Displays the number of calls received by each Unified CCX or Unified IP IVR Application application Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports E Report Details The Application Summary Report includes a table that shows the following information for each Unified CCX or Unified IP IVR application Field Description Application Name Name of the Unified CCX or Unified IP IVR application Called Number The telephone number dialed by the caller if the call was placed from a Cisco Unified Communications phone The Unified CM directory number to which the VoIP gateway routed the call if the call was placed from outside the VoIP network for example from the PSTN or a TDM PBX Calls Presented Number of calls received by the application
204. ter the number of weeks in the Every n Weeks s on a certain day for example On field and then click the radio button for the every 2 weeks on Monday desired day Every month on a specific date Monthly Click the Day n of calendar month radio button for example the 15th of every Then enter the date in this field or you can click the month drop down arrow and click the scroll arrow to display the date that you want and then click the date If you enter a date that does not occur in some months for example 30 or 31 the system will use the last day of the month for months that do not contain the date Every month on a certain day Monthly Click the The number day of calendar month radio for example the second Friday button Click the drop down arrow in the first field of every month or the last and choose the number of the day Then click the Sunday of every month drop down arrow in the second field and choose the name of the day One time Once In the Report Start Date and Report End Date fields specify the dates and times of the first and last data that you want to include in the report Step 5 Set Range of Recurrence options as follows For a schedule that is set to occur once choose these settings in the Range of Recurrence area e In the Start Date field specify the date that you want the schedule to execute Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter5 Scheduling Historical Reports
205. than or equal to the number of seconds specified by T Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter3 Descriptions of Historical Reports Report Details Detailed Call CSO Agent Report The Detailed Call CSQ Agent Report shows detailed call information about the CSQ that a call was routed to and the agent that handled the call The Detailed Call CSQ Agent Report can include this chart Chart Name Description Total Calls by Displays the total number of calls to each called number Called Number The Detailed Call CSQ Agent Report includes a table that shows the following information Field Description Node ID Session Node ID is the unique numeric ID that the system assigned to each CRS server ID Sequence No in the cluster It starts with number 1 A Node ID value of 0 indicates that the data in the report is migrated from Cisco CRS 3 x Session ID is the unique session identification number that the system assigned to a call Sequence No is the session sequence number that the system assigned to each call leg The session sequence number increases by one for each leg of a call Call Start Time Date and time that the call started and date and time that the call was Call End Time disconnected or transferred Contact Disp Numeral indicating the disposition of a call as follows 1 Abandoned An IVR call is abandoned if it does not reach the workflow step that
206. the n agents with the longest average work times Time Bottom N Avg Work Displays information for the n agents with the shortest average work times Time Top N Avg Handle Displays information for the n agents with the longest average handle times Time Bottom N Avg Displays information for the n agents with the shortest average handle times Handle Time Cisco CRS Historical Reports User Guide Release 6 0 1 i m Chapter3 Descriptions of Historical Reports Report Details Application Performance Analysis Report The Application Performance Analysis Report shows information about calls presented to handled by and abandoned from each Unified CCX or Unified IP IVR application The Application Performance Analysis Report can include these charts Chart Name Description Calls Presented by Displays the total number of calls that each application received Application Calls Handled vs Displays the total number of calls handled by each application and total number Calls Abandoned by of calls abandoned while in each application Application Average Call Duration by Displays the average length of calls that each application received Application The Application Performance Analysis Report includes a table that shows the following information for each Unified CCX or Unified IP IVR application Field Description Application ID Identification number that the Cisco CRS system ass
207. the report generation process stops immediately you will receive a disconnected message and will not be able to proceed You can re login to the same CRS node to which you were logged in prior to the failover Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter1 Overview W Failover If you are unable to connect to the same node it might be due to a shutdown scenario or due to CRS Node Manger not running on that node In this case connect to the remaining node Ifa database failover occurs when the Scheduler is generating a report that report generation process also will stop immediately and that report will not be generated Subsequent scheduled reports will be generated if the failover process completes before that time Cisco CRS Historical Reports User Guide Release 6 0 1 CHAPTER Installation and Configuration The following sections include these topics e Prerequisites page 2 1 e Installing the Cisco CRS Historical Reports Client page 2 2 e Reinstalling the Cisco CRS Historical Reports Client page 2 5 e Upgrading the Cisco CRS Historical Reports Client page 2 6 e Giving Users Access to Cisco CRS Historical Reports page 2 8 e Configuration Files page 2 11 e Changing the Client Language page 2 18 Prerequisites Prior to installing the Cisco CRS Historical Reports client ensure that you have met the following requirements e You have already installed the Cisco CRS server
208. the total and average number of calls presented for each call priority E Cisco CRS Historical Reports User Guide Release 6 0 1 Chapter 3 Descriptions of Historical Reports Table 3 1 Report Name and Reference Summary of Historical Reports continued Application Package Overview of Reports Description Contact Service Queue Service Level Priority Summary Report page 3 58 e Unified CCX Standard e Unified CCX Enhanced e Unified CCX Premium Information about total number and percentage of calls that are handled within service level and number and percentage of calls that are handled within service level for each call priority CSQ Agent Summary Report page 3 60 nified CCX Standard nified CCX Enhanced nified CCX Premium Information about the activities of an agent ina CSQ Detailed Call by Call CCDR Report page 3 62 nified CCX Standard nified CCX Enhanced nified CCX Premium nified IP IVR Information from the Contact Call Detail Record CCDR the contact routing detail record and the agent connection detail record for each leg of a call Detailed Call CSQ Agent Report page 3 66 nified CCX Standard nified CCX Enhanced e Unified CCX Premium e C aca a aoaaa Detailed call information about the CSQ to which the call was routed and the agent handling the call Multichannel Agent Contact Summary Report page 3 69 Unified CCX Premium with the Multichanne
209. thin the report period In this case the report will include a summary of information for each CSQ The information in the Contact Service Queue Activity Report by CSQ is grouped by CSQ The Contact Service Queue Activity Report by Interval displays the same information grouped by interval For more information see the Contact Service Queue Activity Report by Interval section on page 3 50 Cisco CRS Historical Reports User Guide Release 6 0 1 3 46 _ Chapter 3 Descriptions of Historical Reports Chart Name Report Details Mil The Contact Service Queue Activity Report by CSQ can include these charts Description Calls Handled Abandoned and Dequeued by CSQ For each CSQ displays the number of calls handled abandoned and dequeued A call is considered to be handled when an agent picks up the call A call is considered to be abandoned if the call disconnects before connecting to an agent A call is considered to be dequeued from a particular CSQ in the following cases e The call is dequeued by a Dequeue step in a workflow e The call is marked as handled by a workflow e The call is queued for more than 1 CSQ and is handled by an agent in another CSQ Total Calls that Met Service Level by CSQ For each CSQ displays the total number of calls handled and the number of calls handled within the time entered in the Service Level field when the CSQ was set up in Cisco CRS Administration
210. tion on page 4 2 follow these steps Procedure Step 1 In the Reporting Task area of the Cisco CRS Historical Reports main window click the Generate and View Historical Reports radio button The window displays tabs for general and detailed report settings Step2 Click the Detailed tab The Detailed Report Settings area appears Step3 Click the Sort Report By drop down arrow to view a list of available sort methods and then choose the sort method that you want to use After specifying a sorting method you can choose additional detailed report settings or click View to view the report Related Topics e Specifying a Filter Parameter page 4 6 e Viewing Reports page 4 14 Specifying a Filter Parameter A filter parameter lets you limit the information that a report includes by selecting only the information that you want For example if you are generating an Agent Summary Report you can use a filter parameter to include information for specific agents only Cisco CRS Historical Reports User Guide Release 6 0 1 4 6 _ Chapter 4 Generating Historical Reports Step 1 Step 2 Step 3 Step 4 Detailed Report Settings Ml For detailed information about the filter parameters available for a particular report see the description of the report in the Report Details section on page 3 6 If no filter parameter is available for the report that you are generating the Parameter Setting area displays No P
211. tistics about the activities of each agent including call and agent state activities Application Performance Analysis Report page 3 32 nified CCX Standard nified CCX Enhanced nified CCX Premium nified IP IVR Summary information about calls received by each Unified CCX or Unified IP IVR application Application Summary Report page 3 33 nified CCX Standard nified CCX Enhanced nified CCX Premium C G amp G aSa a a aoaaa Summary call statistics for calls presented to handled by and abandoned from each application and information about call talk time work time and abandon time Cisco CRS Historical Reports User Guide Release 6 0 1 E Chapter3 Descriptions of Historical Reports HZ Overview of Reports Table 3 1 Report Name and Reference Summary of Historical Reports continued Application Package Description Call Custom Variables Report page 3 35 e Unified CCX Standard Jnified CCX Enhanced Jnified CCX Premium Information about custom variables if any that are set by the Set Session Info step in the workflow associated with a call or leg Called Number Summary Activity Report page 3 39 Jnified CCX Standard Jnified CCX Premium Summary information for each number dialed by callers Common Skill Contact Service Queue Activity Report by Interval page 3 40 Jnified CCX Standard Jnified CCX Enhanced U U U Unified CCX Enhanced U U U
212. to install the files in another directory click Browse choose the directory click OK and then click Next The Cisco CRS Historical Reports Setup window prompts you to select a program folder To use the Cisco CRS Historical Reports program folder to hold program icons click Next To use another folder to hold program icons enter the folder name or choose it from the list of existing folders and then click Next The Cisco CRS Historical Reports Setup window prompts you to identify the Cisco CRS server Enter the host name or IP address of the Cisco CRS server and then click Next If you do not enter this information now you can enter it later when you start Cisco CRS Historical Reports The Cisco CRS Historical Reports Setup window prompts you for permission to start copying files Click Next to continue with the installation After the files are copied the Desktop Shortcut dialog box appears Click Yes to create a shortcut for Cisco CRS Historical Reports on your Windows desktop Click Finish The installation is complete The computer restarts if necessary Related Topics e Prerequisites page 2 1 e Reinstalling the Cisco CRS Historical Reports Client page 2 5 e Upgrading the Cisco CRS Historical Reports Client page 2 6 e Giving Users Access to Cisco CRS Historical Reports page 2 8 e Configuration Files page 2 11 e Changing the Client Language page 2 18 Cisco CRS Historical Reports User Guide Release
213. toring Cisco Unified Contact Center Express Unified CCX Call Statistics Recording and Monitoring Server Dedicated server that maintains Unified CCX call statistics and that provides for recording and call monitoring for Unified CCX Enhanced Cisco Unified E Mail Interaction Manager Unified EIM Unified EIM increases agent productivity through a powerful visual workflow designer that helps create the e mail handling process Using the required service level agreement SLA triggers you can automate email routing and monitoring This e mail collaboration provides full HTML support for both inbound and outbound communications the ability to attach larger files from the agent desktop is supported and powerful content parsing capabilities in the product enable auto suggestions from the knowledge base Cisco Unified Intelligent Contact Management Enterprise Unified ICME The Unified CCE component that is responsible for making routing decisions and performing ACD functions In Cisco CRS with the IPCC Gateway PG Unified CCX can be integrated as an ACD with Unified ICME software Cisco CRS Historical Reports User Guide Release 6 0 1 Glossary Cisco Unified Intelligent Contact Management Enterprise Unified ICME subsystem A subsystem of the Unified IP IVR system that allows that system to interact with Unified ICME Unified ICME provides a central control system that directs calls to various human and automated systems such
214. ttings to their default values at any time by clicking Reset in the CRS Historical Reports main window This action resets both general report settings and detailed report settings If a Report Settings file is loaded clicking Reset returns both general report settings and detailed report settings to the values specified in that file You choose general report settings in the General Report Settings area shown in the Historical Reports main window in Figure 1 1 Related Topics e Choosing the Report to Generate page 4 2 e Including Charts with a Report page 4 3 e Choosing the Date and Time Range for a Report page 4 4 e Saving and Loading Report Settings page 4 8 Choosing the Report to Generate Step 1 Step 2 To choose the report that you want to generate follow these steps Procedure In the Reporting Task area of the Cisco CRS Historical Reports main window click the Generate and View Historical Reports radio button The window displays tabs for general and detailed report settings Click the General tab if it is not selected already The General Report Settings area appears Cisco CRS Historical Reports User Guide Release 6 0 1 4 2 _ Chapter 4 Generating Historical Reports Step 3 General Report Settings W Click the Report Type drop down arrow to view a list of available reports and choose the report that you want to generate If you have already generated this report in this Cisco CR
215. untries All other trademarks mentioned in this document or Website are the property of their respective owners The use of the word partner does not imply a partnership relationship between Cisco and any other company 0705R Any Internet Protocol IP addresses used in this document are not intended to be actual addresses Any examples command display output and figures included in the document are shown for illustrative purposes only Any use of actual IP addresses in illustrative content is unintentional and coincidental Cisco CRS Historical Reports User Guide Release 6 0 1 2007 Cisco Systems Inc All rights reserved Overview ix Audience ix Organization x Related Documentation x Conventions xi Obtaining Documentation xii Cisco com xii Product Documentation DVD xiii Ordering Documentation xiii Documentation Feedback xiii Cisco Product Security Overview xiv Reporting Security Problems in Cisco Products xiv Product Alerts and Field Notices xv Obtaining Technical Assistance xvi Cisco Support Website xvi Submitting a Service Request xvii Definitions of Service Request Severity xviii Obtaining Additional Publications and Information xviii CHAPTER 1 Overview 1 1 System Database 1 2 The Cisco CRS Historical Reports Client Interface 1 2 Starting the Cisco CRS Historical Reports Client 1 4 Changing Login and Server Information 1 6 Cisco CRS Historical Reports User Guide Release 6 0 1 i E Contents Exit
216. uration datastore server Individual scripts can be updated in real time and manually pushed to the Cisco CRS Engine without restarting the engine Scripts that are running when a download occurs will not be affected by updates they will run to completion with the pre update logic One Unified CM can support multiple Cisco CRS engines but the Cisco CRS engines bind to only one Unified CM I Cisco CRS Historical Reports User Guide Release 6 0 1 a cls WE Glossary One Unified CM supports many Cisco CRS Clusters and not just one engine and one Cisco CRS cluster which may contain up to 2 Cisco CRS Engines binds to one Unified CM Cisco Unified Contact Center Enterprise Unified CCE Unified CCE can also handle traditional ACD calls and functions as a virtual ACD Capabilities of Unified CCE include intelligent multichannel contact routing ACD functionality network to desktop CTI IVR integration call queuing and consolidated reporting Cisco Unified Contact Center Express Unified CCX Unified CCX is an application that uses the Cisco Customer Response Solutions Cisco CRS platform to provide a multimedia voice data and web IP enabled customer care environment to enhance the efficiency of contact center Unified CCX is available in Unified CCX Standard Unified CCX Enhanced and Unified CCX Premium packages Cisco Unified Contact Center Express Unified CCX Call Monitoring Server Dedicated server that provides for call moni
217. value Valid value HistoricalReportsScheduler mdb NumOfMissedScheduleRuns If one scheduled report is missed because the Scheduler is not running or if several consecutive occurrences of a report are missed because the Scheduler is not running specifies up to how many of the missed reports should be generated if you choose to execute missed schedules Valid values Zero or greater Default value 1 Missed_daily For reports that are scheduled to run daily specifies whether the reports should be generated if they are missed and you choose to execute missed schedules Valid values e 1 Generate the report e 0 Do not generate the report Default value 1 Missed_weekly For reports that are scheduled to run weekly specifies whether the reports should be generated if they are missed and you choose to execute missed schedules Valid values e 1 Generate the report e 0 Do not generate the report Default value 1 Cisco CRS Historical Reports User Guide Release 6 0 1 2 16 Chapter2 Installation and Configuration Configuration Files Hi Parameter Explanation Missed_monthly For reports that are scheduled to run monthly specifies whether the reports should be generated if they are missed and you choose to execute missed schedules Valid values e Generate the report e 0 Do not generate the report Default value 1 Missed_once For reports that are scheduled to run once
218. ved Talk and Work This report also shows the total length of time that each agent was logged in The Agent State Summary Report by Interval can show information for each 30 minute or 60 minute interval 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 Cisco CRS Historical Reports User Guide Release 6 0 1 E Chapter3 Descriptions of Historical Reports E Report Details Chart Name The information in the Agent State Summary Report by Interval is grouped by 30 or 60 minute intervals within the report period The Agent State Summary Report by Agent displays the same information grouped by agent For more information see the Agent State Summary Report by Agent section on page 3 23 The Agent State Summary Report by Interval can include this chart Description Time Spent in Agent State by Interval For each time interval displays the length of time spent in each agent state by all agents Field The Agent State Summary Report by Interval includes a table that shows the following information for each agent Description Interval Start Time Interval End Time Beginning date and time and ending date and time of each 30 or 60 minute interval within the report period if you specify an interval with the Interval Length filter par
219. vice Queue Call Distribution Summary Report 3 54 Contact Service Queue Priority Summary Report 3 57 Contact Service Queue Service Level Priority Summary Report 3 58 CSQ Agent Summary Report 3 60 Detailed Call by Call CCDR Report 3 62 Detailed Call CSQ Agent Report 3 66 Multichannel Agent Contact Summary Report 3 69 Multichannel Agent Login Logout Activity Report 3 71 Multichannel CSQ Activity Report 3 73 Priority Summary Activity Report 3 76 Remote Monitoring Detail Report 3 78 Traffic Analysis Report 3 80 Report Footnotes 3 82 CHAPTER 4 Generating Historical Reports 4 1 General Report Settings 4 1 Choosing the Report to Generate 4 2 Including Charts with a Report 4 3 Choosing the Date and Time Range for a Report 4 4 Detailed Report Settings 4 4 Specifying a Sorting Method 4 6 Specifying a Filter Parameter 4 6 Saving and Loading Report Settings 4 8 Cisco CRS Historical Reports User Guide Release 6 0 1 i E Contents Saving Report Settings 4 8 Loading Report Settings 4 10 Changing and Saving Report Settings 4 11 Sample Historical Reports 4 11 The Report Viewer 4 12 Viewing Reports 4 14 Changing the Display Size 4 15 Moving Through the Report 4 15 Finding and Moving to Specific Text 4 16 Displaying Information About Groups 4 17 Displaying Group Information Using the Group Tree 4 19 Displaying Group Information from a Report Chart 4 19 Printing Reports 4 20 Exporting Reports 4 21 CHAPTER 5 S
220. y C Once Range of recurrence Start Date 3723 2004 x C No end date Stat Tine End after fi occurrence s 2 0000PM C End by 9 72372004 7 1 Occurrence options OK Cancel Help 120525 2 Occurrence frequency Range of recurrence options Step 4 In the Occurs area choose how often the schedule executes as explained in the following table If You Want the Schedule to Execute This Often Click This Radio Button Then Perform These Actions Every day Daily Click the Every radio button and then enter 1 in the Every n Day s field Every specific number of days for example every 3 days Daily Click the Every radio button and then enter the number of days in the Every n Day s field E Cisco CRS Historical Reports User Guide Release 6 0 1 _ Chapter 5 Scheduling Historical Reports lf You Want the Schedule to Execute This Often Click This Radio Button Choosing Schedule Settings W Then Perform These Actions Every weekday Monday Daily Click the Every weekday radio button through Friday Note This report will run every Tuesday through Saturday so that it can include information for Monday through Friday Every week on a certain day for Weekly Enter 1 in the Every n Week s On field and then example every week on Friday click the radio button for the desired day Every specific number of weeks Weekly En

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