Contact Center Reporting

Time Interval of Maximum Calls Offered

2013-06-19T16:23:17Z

I am using the Daily, Weekly, and Monthly Summary Templates provided here, but am trying to add a field for trending purposes that would show the time interval of the maximum calls offered . For example, if I run the Call Type Historical All Fields Daily for last week I would like each daily row to show the time interval of Maximum Calls Offered for that day. Any guidance on the best way to accomplish this would be appreciated. Thanks

RE: New Message from ED VILLARREAL in Contact Center Reporting (CCR) - Cont

2013-06-19T15:43:25Z

Chuck, Thanks for the response. I actually came up with a solution and it's along the same lines of your recommendation. Here is the process I used:[list=1] [*]Saved a copy of the stock report [*]Exported the copy of the report [*]Deleted the copy of the report [*]Modified the XML in the export [*]Changed the GUID "ID" for the report, report definition, report parameter, and value list using a GUID generator [*]Changed the Name of the report, report definition, and value list [*]Changed the value list type to custom [*]Changed the parameter Required to true [*]Changed the value list query to only include the values I wanted access to [*]Imported the file [*]Saved a copy of the imported file (This is the final report) [*]Delete the imported file [/list]I found that if you don't make copies of the report, it causes issues with duplicate IDs and will typically result in an error during import.

RE: New Message from ED VILLARREAL in Contact Center Reporting (CCR) - Cont

2013-06-19T15:25:41Z

Keep us in mind for future opportunities. The offer stands to conduct a quick demo so that you could be ahead of the curve. Thanks, Ronald Reif National Sales Manager System Management Software, INC. 1935 County Road B-2 Suite 125 St. Paul, MN 55113 651-635-2822 (Direct) 651-895-6970 (Cell) 651-633-8244 (Fax) rreif@smsi.com _____ From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: Tuesday, June 18, 2013 7:11 PM To: cdicuser@developer.cisco.com Subject: New Message from ED VILLARREAL in Contact Center Reporting (CCR) - Contact Center Reporting: RE: UCCX Report Segmentation with CUIC ED VILLARREAL has created a new message in the forum "Contact Center Reporting": -------------------------------------------------------------- Ronald, Thanks for the reply, but this customer doesn't have any additional budget for another reporting solution. Ed -- To respond to this post, please click the following link: http://developer.cisco.com/web/ccr/forums/-/message_boards/view_message/1632 5428 or simply reply to this email.

RE: New Message from ED VILLARREAL in Contact Center Reporting (CCR) - Cont

2013-06-19T13:33:19Z

Ed, I’ve been able to successfully do this. You are almost there. Unfortunately, the only way to accomplish this is to create copies of each report, report definition and value list for each group. The key is to hardcode the value list selections for only the CSQs you want the group to see. You will need a CUIC development instance. Export the stock reports from UCCX into the CUIC development. Copy the report definitions and create new value lists. Reference the new value list in the copied report definition. Export the copied report definition. You’ll need the UUID from this definition. Copy the stock report. Export the copied report. Edit the report definition. Within the report definition, change the UUID for the report definition to use the UUID above. Re-package everything and import back into CUIC. You will now have a new report based off the stock and limit what each group can report. This will also leave the existing report in tack. Once you have it working in development, export and import into the production environment. Make sure you use the versioning feature when you do all the importing/modifying of the elements. From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: Monday, June 17, 2013 3:36 PM To: cdicuser@developer.cisco.com Subject: New Message from ED VILLARREAL in Contact Center Reporting (CCR) - Contact Center Reporting: UCCX Report Segmentation with CUIC ED VILLARREAL has created a new message in the forum "Contact Center Reporting": -------------------------------------------------------------- I'm working with UCCX 9.0.2 and CUIC trying to segment reports for multiple groups serviced by the system. The requirement is that each group have full use of the reporting functionality provided by CUIC, but only have access to view specific CSQs and Agents. I've tried to sell the customer on Permalinks or scheduled reports where we can control the filter criteria, but this is not perceived as full functionality of the reporting solution. I have also exported specific CSQ and Agent reports in order to modify the filter criteria in the report definition to limit visibility, but this requires that the report and views be re-created, which would be time consuming in order to replicate all the reports. I have also tried to modify the XML with some success. Unfortunately, modifying the report definition in the XML file and leaving the same ID, results in overwriting of the existing report definition and has led errors in the existing reports in some instances. Has anyone successfully edited the XML to change the associated report definition? Any other recommendations/suggestions/prayers are appreciated. -- To respond to this post, please click the following link: http://developer.cisco.com/web/ccr/forums/-/message_boards/view_message/16278962 or simply reply to this email.

RE: Custom Stored procedure in UCCX

2013-06-19T13:30:45Z

[quote=Anne Garrison]hHere is a custom report that someone else developed in UCCX 8.5 and I can see the report definition file calls a custom stored procedure. Yet, when I access the UCCX Informix DB via SQuirrel. I can see the standard stored procedure, but not the custom one. The report works, so I know it is in there somewhere. Has anyone encountered this issue before? And if so, how was it resolved?[/quote]Hi Anne, Please check in "Function" folder rather than "Store Procedure Folder". I do not have any idea why custom store procedure comes in function folder.

RE: UCCX Report Segmentation with CUIC

2013-06-19T00:10:37Z

Ronald, Thanks for the reply, but this customer doesn't have any additional budget for another reporting solution. Ed

RE: New Message from ED VILLARREAL in Contact Center Reporting (CCR) - Cont

2013-06-18T20:49:41Z

Ed, Our reporting solution will accomplish what you are looking for. Class of restriction for accessing specific CSQ's and the associated data, ability to write your own definitions and much more. I would like to show you a 20 minute demo and let you see the value first hand on how we enhance the UCCX experience. Let me know. Ron Reif rreif@smsi.com. Ronald Reif National Sales Manager System Management Software, INC. 1935 County Road B-2 Suite 125 St. Paul, MN 55113 651-635-2822 (Direct) 651-895-6970 (Cell) 651-633-8244 (Fax) rreif@smsi.com _____ From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: Monday, June 17, 2013 3:36 PM To: cdicuser@developer.cisco.com Subject: New Message from ED VILLARREAL in Contact Center Reporting (CCR) - Contact Center Reporting: UCCX Report Segmentation with CUIC ED VILLARREAL has created a new message in the forum "Contact Center Reporting": -------------------------------------------------------------- I'm working with UCCX 9.0.2 and CUIC trying to segment reports for multiple groups serviced by the system. The requirement is that each group have full use of the reporting functionality provided by CUIC, but only have access to view specific CSQs and Agents. I've tried to sell the customer on Permalinks or scheduled reports where we can control the filter criteria, but this is not perceived as full functionality of the reporting solution. I have also exported specific CSQ and Agent reports in order to modify the filter criteria in the report definition to limit visibility, but this requires that the report and views be re-created, which would be time consuming in order to replicate all the reports. I have also tried to modify the XML with some success. Unfortunately, modifying the report definition in the XML file and leaving the same ID, results in overwriting of the existing report definition and has led errors in the existing reports in some instances. Has anyone successfully edited the XML to change the associated report definition? Any other recommendations/suggestions/prayers are appreciated. -- To respond to this post, please click the following link: http://developer.cisco.com/web/ccr/forums/-/message_boards/view_message/1627 8962 or simply reply to this email.

CUIC - AD authentication - more info on how it works?

2013-06-18T11:36:36Z

Below is the URL CUIC documentation for setting up AD authentication. [url=http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_911/user/guide/CUIC_BK_A4C11F54_00_administration-console-user-guide-911_chapter_0101.html#CUIC_RF_C097E4CB_00]http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_911/user/guide/CUIC_BK_A4C11F54_00_administration-console-user-guide-911_chapter_0101.html#CUIC_RF_C097E4CB_00[/url] Can anyone tell me a little more on how this works? If you do not set up SSL, is the password sent unencrypted to AD? Does CUIC cache the password or log the password anywhere (I do not believe so, but it’s a question 'security' have asked us)? Regards, Gerard

UCCX Report Segmentation with CUIC

2013-06-19T15:45:59Z

I'm working with UCCX 9.0.2 and CUIC trying to segment reports for multiple groups serviced by the system. The requirement is that each group have full use of the reporting functionality provided by CUIC, but only have access to view specific CSQs and Agents. I've tried to sell the customer on Permalinks or scheduled reports where we can control the filter criteria, but this is not perceived as full functionality of the reporting solution. I have also exported specific CSQ and Agent reports in order to modify the filter criteria in the report definition to limit visibility, but this requires that the report and views be re-created, which would be time consuming in order to replicate all the reports. I have also tried to modify the XML with some success. Unfortunately, modifying the report definition in the XML file and leaving the same ID, results in overwriting of the existing report definition and has led errors in the existing reports in some instances. Has anyone successfully edited the XML to change the associated report definition? Any other recommendations/suggestions/prayers are appreciated.

Interval Grouping in CUIC v9.1.1 (UCCE)

2013-06-14T20:03:15Z

Has anyone implemented the roll-up grouping option in CUIC v9.x, where report views can be set to roll-up by Daily, Weekly and Monthly groupings? I know that it is accessed in the Edit View screen via the Grouping button - my question is HOW is that option made available? I have seen it on some of my stock reports, but have not been able to reverse-engineer it so I can add to custom reports. The documentation is lacking, or I am unable to find the correct document that outlines how to use this feature.

RE: CUIC on UCCX

2013-06-10T15:46:26Z

Sarah, I'm not aware of a UCCX "Premium" version of CUIC which allows access to the report definitions. I have a NFR premium version of CUIC that I use to develop UCCX reports. You could also use the demo 90 day license on CCO. Create a new data source that points to the UCCX server and develop the report on the premium version. You then will need to export from the premium version and import the report into the UCCX version. Setting up the data source is a little tricky, so follow the UCCX historical reporting developer guide. Ed

RE: CUIC on UCCX

2013-06-10T15:19:08Z

thanks Carmen, I have noticed how different it is - I now have access to a lab, however whilst I feel I understand the UCCE platform, UCCX is a bit of a mine field! My main concren is how do you get access to any 'report definitions' to change any details you may want to with regards to totals/summaries etc...

RE: no data in CUIC 9.x reports

2013-06-05T13:54:55Z

Due to PCCE, there is no seperate hds like for traditional UCCE. in PCCE deployment, logger aka dataserver holds the historical data (unless you install a seperate server for hds info). So in my case, i just need to point to the historical db to logger db

RE: CUIC on UCCX

2013-06-05T13:04:46Z

Hi Sarah, The UCCE and UCCX schemas are substantially different. You will need to have a CCX system/database in your lab environment to write custom reports. Here is a short paper on how to get that set up: https://communities.cisco.com/docs/DOC-31936

RE: New Message from JOE CONGER in Contact Center Reporting (CCR) - Contact

2013-06-03T20:49:12Z

Should be easy enough to get accomplished… Step 1: Create a new report definition with the required data. SELECT CONVERT(VarChar(10), DateTime, 114) AS Interval, SUM(Offered) AS OFFERED, SUM(Handled) AS Handled FROM TableName WHERE (1=1) GROUP BY CONVERT(VarChar(10), DateTime, 114) ORDER BY CONVERT(VarChar(10), DateTime, 114) ASC Note: the specific names for offered and handled change based upon which interval and or half hour table you are using. Set 2: Create a new report Steve Maas | Architect I - Unified Contact Center Services | Insight Networking | insight.com o: 480.889.9892 m. 952.715.1394 steven.maas@insight.com From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: Monday, June 03, 2013 1:25 PM To: cdicuser@developer.cisco.com Subject: New Message from JOE CONGER in Contact Center Reporting (CCR) - Contact Center Reporting: CSQ Activity Report by Interval JOE CONGER has created a new message in the forum "Contact Center Reporting": -------------------------------------------------------------- I need a 30 minute interval report grouped by interval. Relative Date Range: Last Week So for the entire date range I would like to show call volume by half hour encrements over the entire date range and not listed by each day. i.e. Presented Handled 8:00-8:30 70 67 8:30-9:00 85 80 9:00-9:30 95 89 Thanks Joe -- To respond to this post, please click the following link: http://developer.cisco.com/web/ccr/community/-/message_boards/view_message/15830207 or simply reply to this email.

AUTO: Troy Dawson is out of the office (returning 06/10/2013)

2013-06-03T20:27:13Z

I am out of the office until 06/10/2013. I will be out of the office from May 31st to June 10th. I will respond to all messages upon my return. If you need immediate assistance please contact Greg Grebin at gfgrebin@primetherapeutics.com or Lynn Kitzrow at lmkitzro@primetherapeutics.com. If you are having an issue or question regarding any voice appication or other system, please contact the Service Desk at x2000. Note: This is an automated response to your message "New Message from JOE CONGER in Contact Center Reporting (CCR) - Contact Center Reporting: CSQ Activity Report by Interval" sent on 06/03/2013 03:25:12 PM. This is the only notification you will receive while this person is away. Prime Therapeutics made the following annotations --------------------------------------------------------------------- CONFIDENTIALITY NOTICE: The information contained in this communication may be confidential, and is intended only for the use of the recipients named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited. If you have received this communication in error, please return it to the sender immediately and delete the original message and any copy of it from your computer system. If you have any questions concerning this message, please contact the sender. ---------------------------------------------------------------------

AUTO: Gregory Grebin is unavailable (returning 06/05/2013)

2013-06-03T20:27:12Z

I am out of the office until 06/05/2013. I will have access to email and mobile phone Note: This is an automated response to your message "New Message from JOE CONGER in Contact Center Reporting (CCR) - Contact Center Reporting: CSQ Activity Report by Interval" sent on 06/03/2013 03:25:12 PM. This is the only notification you will receive while this person is away. Prime Therapeutics made the following annotations --------------------------------------------------------------------- CONFIDENTIALITY NOTICE: The information contained in this communication may be confidential, and is intended only for the use of the recipients named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited. If you have received this communication in error, please return it to the sender immediately and delete the original message and any copy of it from your computer system. If you have any questions concerning this message, please contact the sender. ---------------------------------------------------------------------

CSQ Activity Report by Interval

2013-06-03T20:25:05Z

I need a 30 minute interval report grouped by interval. Relative Date Range: Last Week So for the entire date range I would like to show call volume by half hour encrements over the entire date range and not listed by each day. i.e. Presented Handled 8:00-8:30 70 67 8:30-9:00 85 80 9:00-9:30 95 89 Thanks Joe

Re: New Message from Omar Abulaban in Contact Center Reporting (CCR) - Cont

2013-05-26T16:29:44Z

As per my understanding of the guide: - AWDB is still the way to go - Make sure your DB user has correct configuration a) Check the databases associated with Side A and AWdb. b) Choose each database and associate it with the db_datareader and public roles, and click OK. - Make sure the PG is configured for reporting (from configuration manager, pg explorer) hopefully this would help On Sun, May 26, 2013 at 6:19 PM, Cisco Developer Community Forums < cdicuser@developer.cisco.com> wrote: > Omar Abulaban has created a new message in the forum "Contact Center > Reporting": -------------------------------------------------------------- > version 9 is the same. However, your installation is PCCE, and that might > be the difference. please check documentation again > On May 26, 2013 5:43 PM, "Cisco Developer Community Forums" < > cdicuser@developer.cisco.com> wrote: > > > Senthil Kumar Natarajan has created a new message in the forum "Contact > > Center Reporting": > > -------------------------------------------------------------- This is a > > new install of PCCE 9.x with CUIC 9.x. I see no data in any reports. > > However if i copy the SQL query of that report and run it directly off > > that instance_SideA DB (instead of the instance_awdb), i get reporting > data. > > Until 8.x, i was told, that i should be pointing to awdb, becasue it has > > the views needed for query. Has this been changed in 9.x? > > TIA. > > -Senthil > > -- > > To respond to this post, please click the following link: > > > http://developer.cisco.com/web/ccr/forums/-/message_boards/view_message/15603679orsimply reply to this email. > -- > To respond to this post, please click the following link: > http://developer.cisco.com/web/ccr/forums/-/message_boards/view_message/15606123or simply reply to this email.

Re: New Message from Senthil Kumar Natarajan in Contact Center Reporting (C

2013-05-26T16:19:23Z

version 9 is the same. However, your installation is PCCE, and that might be the difference. please check documentation again On May 26, 2013 5:43 PM, "Cisco Developer Community Forums" < cdicuser@developer.cisco.com> wrote: > Senthil Kumar Natarajan has created a new message in the forum "Contact > Center Reporting": > -------------------------------------------------------------- This is a > new install of PCCE 9.x with CUIC 9.x. I see no data in any reports. > However if i copy the SQL query of that report and run it directly off > that instance_SideA DB (instead of the instance_awdb), i get reporting data. > Until 8.x, i was told, that i should be pointing to awdb, becasue it has > the views needed for query. Has this been changed in 9.x? > TIA. > -Senthil > -- > To respond to this post, please click the following link: > http://developer.cisco.com/web/ccr/forums/-/message_boards/view_message/15603679or simply reply to this email.