ATTENTION: Students MUST complete the activities Connecting to Your Session and Lab Orientation prior to working on this lab module. This ensures an activeCisco Any Connect VP N session to your assigned Lab Session and activeRDP connections to wkst1.dcloud.cisco.com , wkst2.dcloud.cisco.com , and ad1.dcloud.cisco.com .
Module Overview
Reporting is perhaps one of the most important features of a comprehensive customer collaboration platform.Unifie d CCX comes with a robust reporting tool called theCisco Unified Intelli gence Center (CU IC) . This is a co-resident version of a standalone product, which had its genesis as a reporting tool for use withCisco Unified Contact Center Enterprise . The co-resident version of CUIC is referred to as CUIC Standar d while the standalone tool isCUIC Premiu m.
Cisco Unified Intelligence Center Standard
The version of CUIC packaged with Unified CCX is customized to operate withUnified Contact Center E xpress in a co-resident server deployment and is referred to asCUIC Standar d.
Cisco Unified Intelli gence Center Standard is a co-resident tool running in tandem withUnified CCX and is a comprehensive, end-to-end reporting solution for Unified CCX. It can be used to access Historical and Live Data reports.
With Unified Intelligence Center, you can complete the following tasks:
• Generate and view reports
• Filter data in the reports by setting parameters
• View help for a report
• Pop out the report in a new browser
• Create and view dashboards
• View permalinks for reports and dashboards
• Configure thresholds for grid data cells Cisco Unified Intelligence Center Premium
Cisco Unified Intelli gence Center Premium is a standalone CUIC deployment licensed forPremium functionality. In addition to the features and capabilities provided byCUIC Standar d, CUIC Premium offers these capabilities:
• Create or modify the underlying data structure of CUIC reports (Report Definition )
• Create custom Value Lists for use in populating report filter options
• Customize data display and calculated fields for reports and package reports for use with CUIC Standard
NOTE: Some understanding ofStandard Query Language (SQL) is helpful for a deeper understanding of report writing concepts in the custom report creation section of this module.
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For students new to theCisco Unified Intelli gence Center and/or Custom Report Writing and those interested in furthering their current knowledgebase the following reading is highly recommended:
• Cisco Unified Contact Center Express Report User Gui de, Release 11. 0(1)
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/user/guide/UCCX_B K_U36B58A5_00_uccx-report-user-guide-11.html
• Cisco Unified Contact Center Express Histor ical Reporti ng Guide, Releas e 11.0(1)
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/user/guide/UCCX_B K_UA808DBF_00_uccx-historical-reporting-guide-11.html
• Cisc o Unif ied CCX Database Schema Gui de, Release 11.0(1)
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/reference/guid e/Unified_CCX_Database_Schema_Guide_Release_1101.pdf
NOTE: For students wishing to skip the custom report creation process or who encounter difficulty following the exercise, a fully completed custom report packageCall Summary By Inquiry Type.zip can be found in theDesktop\CCX-Enablement\Student-Resources\Module5-Completed-Report folder.
Module Objectives
In this module, we will explore the interface and capabilities of theCisco Unified Intelligenc e Center Standard tool to perform initial provisioning and create Dashboards and customized versions of the stock report packages. We will then integrate aCisco Unified Intelligence Center Premium standalone application server withUnified CCX and deliver superior business outcomes by designing and creating a custom report for use inCUIC Standar d.
• Explore the CUIC Standar d interface layout
• Leverage available customizations using CUIC Standar d
• Examine the additional customization capability possible with CUIC Premi um
• Identify cases where custom reporting is needed
• Gather customer requirements and design a report to meet those requirements
• Integrate CUIC Premium with Cisco Unified CCX
• Build a new Report Definition along with a customValue List
• Build, test, and package the new Custom Report
• Import the Custom Report for use by Unified CCX End-Users
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Unified CCX 11.0(1) Configuration Review
Unified Contact Center Express 11.0(1) is installed and provisioned with active agents, teams, and a Unified CCX Voice application as a precursor to this lab exercise. In this section, we will identify key configuration elements pertinent to the reporting needs of this lab. The following tables define the basic configuration of the system as part of the lab pre-configuration.
Table 53. Configured Teams
Name Primary Supervisor Agents Assigned CSQs Assigned
Customer Service Charles Holland Ani ta Per ez, Char les Ho ll and CustomerService_Voice
Table 54. Primary Demonstration Users
Name Use Case IPCC Ext Log in ID Passwor d
Charles Holland Acts as both a Supervisor and Agent for the Customer Service Team, and carries the Reporting Role (Required for CUIC access/functionality)
6018 cholland C1sco12345
Anita Perez Acts as the primary Agent for the Customer Service team 6017 Aperez C1sco12345
Table 55. Contact Service Queues (CSQs)
Name Use Case Skill Name Skill Level
CustomerService_Voice Voice Contact CSQ for Customer Service Calls Customer Service Minimum - 5
Table 56. Voice Applications, Scripts, Trigger#
App li cati on Name Descr ip ti on Scri pt Fil e Tri gger DN
CS_Voice_Main Voice Contact CSQ for Customer Service Calls CCX_Enablement/icd.aef 6021
Table 57. CustomCallVariables
Variable Name Data Type Expected Values
CallVariable1 String New Orde r, Existi ng Order, Other Inquiry
CallVariable2 String Caller ANI
NOTE: Each call into theCS_Voice_Main script application collects data from the caller and sets the customCallVariable1 based on the type of call. This will be important because the report we will later construct will incorporate this information. For a detailed analysis of the Unified CC X Applicatio n script used in this lab, refer to Module 2 – Advanced Unified CCX Scripting Techniques.
Lab Module Preparation
To ensure the live data reports in this module produce a result, we will first log in to Cisco Finesse Desktop as agent Ani ta Perez.
1. Switch to the RDP session connected to wkst2.dcloud.cisco.com (Anita Perez).
2. Close all open browsers if active from a previous module.
3. Launch Mozilla Firefox by clicking the icon [ ] in the Windows taskbar.
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4. From the homepage, navigate to Collaboratio n User and Test Links > UCCX 11.0.1 Fine sse Deskt op . Figure 256. Cisco Finesse Web Link
5. Enter the following to log in to the Cisco Finesse Agent Desktop :
• ID: aperez
• Password: C1sco12345
• Extension: 6017 Figure 257. Log In to Cisco Finesse
6. Click Sign In .
7. In order to transition to a Ready state , click the Not Ready menu item at the top of theCisco Finesse Agent Des ktop page.
8. Choose Ready . Figure 258. Transition to Ready
CUIC Administration
Access to CUIC is controlled initially by the Application Administration User specified during the Unified CCX install process. This control can later be assigned to one or more users by giving them the Security Administrator role. This role allows for:
• Creation and maintenance of users
• Assign User Roles
• Assign users to User Groups
• Creation and maintenance of User Groups
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CUIC Interface Layout
Here is a quick overview of the layout ofCUIC interface:
The menus items on the left are calledDrawers . When clicked, drawers reveal their contents on the right side of the screen.
Table 58. CUIC Drawers
Image Tag Item Name Descrip tio n
1 Drawers Main navigation element of t he CUIC interface
2 Dashboards Opens the Dashboards tab, which allows users to create c ustom dashboards with reports, widgets, sticky notes, etc.
3 Reports Opens the Reports tab , which contains the Historical and Live Data reports. It also allows for custom s ub-categories and custom report creation
4 Data Sources Provides read-only access to the configu red data sources. In CUIC Premium new data sources may be configured.
5 Value Lists Defines pre-defined ID/Va lue co mbination s, used to simplify report filter criteria.
6 Security Opens the Security t ab, which allows for the assignment of CUIC system privileges.
7 Scheduler Opens the Scheduler tab where scheduled report execution may be configured.
Figure 259. CUIC Interface
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Configuring CUIC for an End User
By default, reporting system end users such as supervisors are not granted permission to modify or customize either dashboards or reports that are present in the default system owned folders.
In the next activity, we will create a series of Dashboard and Report folders also referred to asSub-category elements to which our report system end users will have write access in order to create and customize these elements. These are the first steps toward leveraging the power of the CUIC application in a customer environment.
Log In to CUIC Standard
1. Switch to the RDP session connected to wkst1.dcloud.cisco.com (Charles Holland).
2. Launch Mozilla Firefox by clicking on the shortcut in the task bar.
3. From the homepage, navigate to Collaboratio n User and Tes t Link s > Cisc o Unifi ed CCX 11.0. Alternatively, you may access the CUIC interface directly at the following URL: https://uccx2.dcloud.cisco.com:8444/cuic.
Caution: Do not navigate to Cisco Unified Intelligent Center! We are working from the co-resident CUIC platform accessible via the UCCX splash screen.
Figure 260. Unified CCX Admin Web Link
4. Click on the Cisco Unified Contact Center E xpress Reporti ng link.
Figure 261. Navigate to UCCX CUIC
5. Log in in as Username:administrator with Password: dCloud123! . 6. Click Log In .
Create a Dashboards Sub-Category for Customer Service
In the next activity, we will create a set of sub-categories (folders) to create a workspace whereUnified CCX reporting system
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9. Choose Create Sub -category . Figure 262. Right-Click to Create Sub-Category
10. In the Name field, type Customer Service .
11. Place a checkmark in all permission fields across the bottom.
Figure 263. Dashboard Sub-Category Configuration
12. Click OK to create the sub-category.
13. Click theReports d rawer [ .].
14. In the Right hand pane, under Avai lable Repor ts, highlight the Reports folder and right-click to open the options menu.
15. Choose Create Su b-category .
16. In the Name field, type Customer Service .
17. Place a checkmark in all permission fields across the bottom.
18. Click OK to create the sub-category.
Figure 264. Reports Sub-Category Configuration
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Figure 265. New Customer Service Folder
Grant Security Privileges to a System End User
As mentioned earlier, a user must be explicitly granted privileges to create or modify certain items and to leverage the full customization capability present inCUIC. We will assign administrative privileges toCharles Holland in order to allow this user to create dashboards and customize reports.
1. Click the Security drawer [ ].
2. In the right pane, click the hyperlink forUser List .
3. Click the radio button next to CCX\cholland and then clickEdit . Figure 266. Choose User to Edit
4. Scroll down and from the list of available Roles ; check Syste m Configuration Administrator , Security Administrator , Report Definition Designer , and Value List Collection Designer .
5. Check the boxes for Execute and Write under the My Group and All User s permissions headings.
Figure 267. General Tab Configuration Settings
6. Scroll back up and click the Groups tab.
7. Move all Avai lab le Gr ou ps to the Selected Group s box by clicking the>> button.
Figure 268. Assigned Groups
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8. Click Save.
9. Click Logout in the upper right of the CUIC administration interface.
User Charles Holland has now been delegated permissions to create new reports and dashboards in theCustomer Service folders created for the purpose. In addition, the necessary permissions we assigned to allow Charles to perform customization and supervisory management.
Create and Customize a Report
Through the next activity, we will learn how to run, customize, and save a customized report for later use.
Log in to CUIC as an End User
1. On the CUIC log in page, enter Username: cholland and Password: C1sco12345.
2. Click Log In .
Figure 269. Log in to CUIC Standard
1. Click the Reports drawer in the left pane [ ]. This will open the Reports tab in the right pane.
2. In the right pane under Available Reports, navigate to Reports > Stock > Unified CCX Live Data > Supervisor . Figure 270. Navigate to the Supervisor Reports
3. Right click the Team State Report and choose Save As .
NOTE: In order to modify the report in any way, a copy of the stock report must be saved. We will save this to the Customer Service reports category created earlier.
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4. Enter the following parameters to save an editable copy of the Team State Report .
Table 59. Report Parameters
Setting Input
Name Customer Service Team State
Description Customized Team State Report
Report Category Reports > Customer Service
Figure 271. Save As Configuration
5. Click OK to save the new report to theReports > Customer Service Sub-category.
6. The configuration editor for the newly saved report is launched in a new tab.
Customize the Report by editing the data View
The View assigned to a report represents the logical instruction for which data collected during the SQL query underlying a report is displayed. In addition, data thresholds can be defined within theView to provide alerts for when a threshold value is met.
In the following section, we will edit the view for our custom report to change the fields that are displayed when executed and finally add a threshold, which will dynamically change the color of certain data rows based on the thresholds defined.
1. Click Edit Views [ ]..
2. Click the radio button for the entry Team State Report to choose it.
3. Click the Edit button to launch the editor.
Figure 272. Edit View
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4. Observe that there are two panes. The left pane lists Avai labl e Fiel ds or data points collected by the underlying SQL query structure of the report (Defined in theReport Definition ). The right pane listsCurrent fie ld order in the grid . This specifies not only the selected fields from those available but in what order they are presented.
NOTE: From an order of display perspective keep in mind thatTop > Bottom in the Current fie ld order in the grid pane is rendered Left > Right in the data grid of the report when run.
Figure 273. View Editor Window
As you can see, all five available fields are present in the current grid view and displayed in order from left to right: Agen t Name, Agent ID, Log in Durat io n, Cur ren t State, Duratio n (of the current state). We will customize the view to achieve the following
• Remove the Agent ID field, we wish to see only the Age nt Nam e field
• Modify the order of displayed fields by listing Current State directly after the Age nt Name field
• Add a Threshold to the Agent State value to force data-grid background and foreground color to change dynamically when the agent is in aNot Ready state. Giving the supervisor a quick-glance reference to a suboptimal situation 5. To remove the Age nt ID field, click the Agent ID entry in the Current field order in the grid window.
6. Click the Remove Selected button to remove this data field from the grid view.
Figure 274. Remove Agent ID
7. To change the display order such that Current State appears directly after the Agent Name field, choose theCurrent State data field entry in theCurrent fie ld order in the grid window.
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8. Use the up arrow [ ] to move the field so it is positioned directly under Age nt Name.
Figure 275. Move Current State
9. Finally, to add a threshold, right click the entry for Current State in the Current field order in the grid window.
10. ChooseThresholds from the context menu.
Figure 276. Choose Thresholds
11. Click the Add button [ ] to define a new threshold.
12. Use the table below to set the parameters for this threshold.
Table 60. Current State Threshold Parameters
Setting Input
Type Equal to
Must be Equal To Not Ready
Bold Checked
Text Color Black
Background Color Red
Figure 277. Threshold Configuration
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13. Click OK to save the threshold.
14. Click OK to save and close theThresholds Of dialog.
15. Click Save to save changes to theReport View . 16. Close the Views of Customer Service Team State tab.
Customize the Report further by editing the Default Filter
In addition to modifying the data viewable when the report is run, we can modify the default report filter to automatically apply report filters pertinent to our use case. In this case, we are interested in data for theCustomer Service agent team exclusively.
We will modify the report view to specify that returned data should be for theCustomer Service agent team only.
1. Click the tab for Customer Service Team State .
2. Click the Edit Default Filter button [ ].
3. In the Basic Filters tab, locate the Choose Collection list box.
4. Choose Customer Service .
5. Observe that this filters the report to include only resources assigned to theCustomer Service team (aperez, cholland).
Figure 278. Edit Customer Service Team State Default Filter
6. Click Save to save changes and close theDefault Filter editor dialog.
Run a Stock and Custom Report and Compare
Finally, we will run both the stock and customized versions of the Agent Team State report to view the impact of our changes.
Recall that in an earlier step we logged in to theCisco Finesse Agent Desktop on wkst2.dcloud.cisco.com as agent Ani ta Perez, we will therefore expect to see data related to her current state.
1. From the CUIC webpage, choose theReports tab.
2. To refresh the reports list and incorporate our changes, click the Refresh button [ ].
3. Browse to Reports > Stock > Unified CCX Live Data > Supervisor .
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4. Click the entry for Team State Report . 5. A new tab for the Team State Report is opened.
6. Notice that no filter criteria for the report are selected. From the Choose Collection list box choose the entry forCustomer Service .
7. Click Run to execute the report.
Note: If you encounter an error indicating a failed connection toLive Data , refresh the browser page and re-run.
8. Observe that state data for Ani ta Pere z is returned. The data is ordered per the srcinal grid design specified in the dataView.
Figure 279. Team State Stock Report
9. Click the Reports tab.
10. Browse to Reports > Customer Service .
11. Click the report entry for Customer Service Team State . Figure 280. Customer Service Team State
12. A new tab for the Customer Service Team State report opens.
13. Observe that the Default Filter we created earlier is in effect and that theCustomer Service team is already selected as the filter criteria.
14. Click Run to execute the report.
15. Confirm that the report returns state data for Ani ta Perez. Observe that only 4 data fields are listed and their order differs from that of the stock report: Agent Name, Current State, Lo g in Durati on , Duratio n.
Figure 281. Customer Service Team State
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17. From the Finesse Desktop , transition to a Not Ready – Break state.
17. From the Finesse Desktop , transition to a Not Ready – Break state.