Sample Reports - Version 9.0 Business Intelligence & Unified Communications Reporting

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All information in this document is based upon product specifications available at the time of printing. ISI Telemanagement Solutions, Inc. reserves the right to change specifications at any time without notice.

Sample Reports - Version

9.0 Business Intelligence & Unified Communications Reporting

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Reporting for Cisco Unified Communications

ISI provides a wealth of specialized interfaces and reports for a wide variety of Cisco Unified Communications and Collaboration products. ISI currently supports: 1. Cisco Unified Communications Manager

2. Cisco Unified Video Advantage

3. Cisco Unified Communications Manager Express 4. Cisco UC-500

5. Cisco Unified MeetingPlace 6. Cisco Unified MeetingPlace Express

With Reporting for Cisco Unified Communications, you receive a single view on a user’s activity, regardless of platform. This includes voice activity, video activity, and conference activity. Additionally, ISI supports hybrid environments. For example, you may have Cisco Unified Communications Manager at the corporate headquarters, Unified

Communications Manager Express at some branch offices, and even PBX systems from other vendors at other locations. ISI can provide a complete, unified view of all call activity throughout your enterprise.

In addition to the wide number of reports previously documented, ISI provides a series of reports designed to help you manage your Cisco Unified Communications network:

Cisco Unified Communications Manager Quality of Service Reporting • QoS Detail Report

• QoS Summary Report • QoS by Hour Report • K-Factor Reports

Cisco Unified Communications Manager Cause Code Reporting • Cause Code Detail Report

• Cause Code Summary Report • Cause Code by Hour Report

Cisco Unified Communications Manager Business Intelligence Reporting • Call Redirection

• Call Redirection by Hour • Transferred Calls Detail • Transferred Calls Summary

Cisco Unified Video Advantage Reporting • Video Detail Report

• Video Summary Report

Cisco Unified Communications Manager Express Hunt Group Reporting • CUCME Agent Report

• CUCME Hunt Group Report

• CUCME Hunt Group by Hour Report Cisco MeetingPlace Report

Standard Report Variations for Cisco Unified Communications • Trunk Summary Report

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Cisco Unified Communiations Quality of Service Reporting

QoS is the ability of a network element, such as an IP phone, to have some level of assurance that its traffic and service requirements are met. The primary goal of QoS is to provide priority including dedicated bandwidth, controlled jitter and latency, and improved loss characteristics. When managing a network, you can give some IP flows priority over others. Network managers typically give voice priority since delays can cause poor voice quality. Network managers measure QoS with a series of statistics:

Latency is a measure of the time it takes for a packet of data to travel from its source to destination. A high amount of latency will lead to poor voice quality. Jitter describes the variations in latency of a VoIP transmission. Too much packet jitter causes voice to sound garbled. Network components compensate for jitter

with buffers. Jitter buffers store incoming packets and send them in a more constant stream; the buffers smooth the delivery of packets to produce a more even flow of voice data. The more jitter, the poorer the voice quality.

Packet Loss is a measure of how many data packets do not reach the ultimate destination. This can be caused by a number of factors such as link failures or

hard-ware failures. As the number of packets lost increases, voice quality decreases.

In Cisco Unified Communications Manager, QoS statistics come directly from the Call Detail Diagnostic table. These records, known as Call Management Records (CMR), contain statistics on jitter, latency and packet loss for each call. Infortel Select uses the CMR statistics to provide the following QOS reports:

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QoS Detail Report

The QoS Detail Report provides a call-by-call reading of QoS statistics in Call Manager. It provides the number of packets sent for the call, the number of pack-ets received for the call and the percentage of packpack-ets lost. It also provides statis-tics on latency and jitter. This report is especially useful to investigate QoS prob-lems on specific calls. You can determine which gateway was used for the call as well as the extension that made the call. Using report filters, you can specify date and time ranges. You can also filter the report to show only calls with exces-sive packet loss, latency or jitter.

QoS Summary Report

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QoS by Hour Report

Network traffic is a common cause of QoS problems. In many organizations, network traffic will spike during certain times of the day. The QoS by Hour report is an ideal method of determining time-based QoS problems. It provides statistics on QoS for each hour of the day. With this report, you can easily spot trends - such as degraded QoS in the afternoons - that are related to network traffic.

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© 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 6 In version 4.2 and above, Cisco Unified Communications Manager provides reports on call quality using a statistic known as K-Factor. K-Factor

represents a weighted estimate of average user annoyance due to distortions caused by effective packet loss such as dropouts and warbles. It does not estimate the impact of delay-related impairments such as echo. It is an estimate of listening quality (MOS-LQO) rather than conversational quality (MOS-CQO), and measurements of average user annoyance range from 1 (poor voice quality) to 5 (very good voice quality).

Cisco Unified Communications Manager reports three key statistics for each call:

MLQKmn

MOS Listening Quality K-Factor Min.

The minimum score observed since the beginning of a call, and represents the worst sounding eight second interval.

MLQKmx

MOS Listening Quality K-Factor Max.

The maximum score observed since the beginning of a call, and represents the best sounding eight second interval.

MLQKav

MOS Listening Quality K-Factor Avg.

The running average of scores observed since the beginning of a call.

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MOS Score Detail Report

The MOS score detail report provides a call-by-call view of call quality. For each call it provides you with the average call quality (on a scale of 1 to 5), the quality of the best eight second slice and the quality of the worst eight second slice. With this report, you can easily investigate individual call quality complaints.

MOS Score by Hour

The MOS Score by Hour reports (by extension and by gateway) provides you with an hour-by-hour view of call quality. With this report, you can pinpoint times in the day when call quality is degraded, possibly due to network conges-tion or other issues.

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Cisco Unified Communications Manager

Cause Code Reporting

Every call in Cisco Unified Communications Manager includes a cause code that indicates why a call terminated. Most calls hopefully contain a code that indicates that a call terminated normally -- for example, someone hung up a phone. In some cases, however, calls can terminate due to equipment failure or for other failure conditions. The cause code reports in Infortel Select allow you to track the reasons calls end. If an administrator finds an inordinate number of calls end due to failures, they can investigate and take action.

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Cause Code Detail Report

The Cause Code Detail report allows you to investigate specific calls and determine their termination cause code. This report can be used to troubleshoot failures reported by users.

Cause Code Summary Report

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Call Failure by Hour Report

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required to answer inbound calls but are not behind a true call center system. Examples include a help desk, a billing office, or even a group of receptionists. The goal in each of these is to provide call center metrics in a non-call center environment. The following reports can be used to determine how your inbound calls are being answered. With these reports, you can ensure that your calls are being answered rather than ending up in voice mail. You can ensure your customer’s questions are being answered and that calls are not being transferred to others when the customer's needs should be addressed immediately.

• Call Redirection by Hour Report • Call Redirection by Detail Report • Transferred Calls Detail Report • Transferred Calls Summary Report

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Call Redirection Reports

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© 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 13 The Transferred Calls Summary and Transferred Calls Detail reports provide specific information on transferred calls as they go from one extension to another.

The Transferred Calls Detail report groups the transferred call record legs together to present a complete picture of each transferred call. This can show where a customer call originated, where it was transferred to and whether the transferred call was answered. The Transferred Calls Summary report provides an overview of transferred call activity at the extension level, user level or any of four successive organizational levels based upon user preference.

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© 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 14 Each video call initiated by Cisco Unified Communications Manager (CUCM) contains attributes that designate these calls as video calls. Additionally,

information is provided on the codec used, bandwidth consumed, and other elements of the call. Infortel Select provides full reporting for Cisco Unified Video Advantage. With Infortel Select, administrators can charge for video calls, track usage, and get a full picture of how video is used in your organiza-tion.

• Video Detail Report • Video Summary Report

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Video Detail Report

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© 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 16 The Video Summary Report provides a summary of who is using video within your organization, the types of calls being made, and the cost of the calls. With the Video Summary Report, administrators, department managers, and end-users can receive a clear, concise report on all their video activity.

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© 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 17 Cisco Unified Communications Manager Express (CUCME) includes an integrated ACD system that allows administrators to set up ACD queues and hunt groups. Infortel

Select provides a series of reports that lets companies better manage their ACD system. The reports provide information on things like the number of calls per queue, how long callers are on hold, how many calls are abandoned, and the productivity of agents. Managers can use this information to improve employee performance and improve customer service.

• CUCME Agent Report • CUCME Hunt Group Report

• CUCME Hunt Group by Hour Report

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© 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 18 The Agent Activity report presents both a summary and detail of all call activity for an agent. With this report, managers can determine which calls agents are

taking and spot potential abuse or misuse of the phone system.

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© 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 19 Hunt groups are a group of phones designated to receive calls from the CUCME ACD. With the Hunt Group Report, managers can track all activity including

the number of agents logged in, the number of calls received from various queues, how long callers are holding, and other critical statistics. By using this report, call center managers can ensure that customers are being served and that the center is properly staffed.

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© 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 20 The Hunt Group by Hour report provides an hour-by-hour summary of calls over the course of a selected date range. The report includes several options allow-ing analysis of staffallow-ing levels, agent productivity, call queue analysis and abandoned call levels. Options include hunt group total calls, hunt group abandoned calls, agent direct calls answered, agent queue calls presented, queue calls answered by agents, queue calls exited and queue calls abandoned.

The Hunt Group by Hour report provides an hour-by-hour summary of calls over the course of the month for a particular hunt group. This report can be used to determine staffing of the call center to ensure that your customers are being serviced.

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CUCME Hunt Group by Hour Report

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© 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 22 Cisco MeetingPlace provides voice, web and video conferencing capabilities for Cisco Unified Communications customers. Infortel Select provides

MeetingPlace detailed reports on MeetingPlace activities. Companies can charge back meetings to the meeting organizer, track meetings, and detect potential abuse. Administrators can assign a per minute charge for standard voice conferences, a different per minute charge for web and video conferences, and the appropriate telephone cost whenever MeetingPlace dials out to meeting participants.

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performance. Reports include Cisco specific terminology eliminating the need for any guesswork. Examples include:

• Trunk Summary Report • Trunk Detail Report • Traffic Analysis Report • Trunk Analysis Tool & Report

Sample Reports - Version 9.0 Business Intelligence & Unified Communications Reporting