CUIC 9.0 Custom Reporting/Dashboards

Good Afternoon,
I am relatively new to CUIC as a whole so any feedback to the following question is appreciated. I am a manager at a contact center who recently made the jump from Avaya to Cisco this month. I am looking for a way to create a customized dashboard for each Supervisor in our center. I would like to include a report that shows all of the Supervisor's agents and their call statistics for that current day (since the start of shift until present moment, AHT, Calls taken, Abandoned calls, hold time avg, short call % etc.) I was using "Historical Agent All Fields Daily" Stock Report. Ideally I would like to have this report be a part of their dashboard so that each time they open the Dashboard it automatically begins running the report from 8am until present, and refreshes every 30 seconds (if you can input a refresh interval). Any and all assistance is appreciated, as I stated I am relatively new to the software and I am looking forward to learning as much as possible. Thanks in advance for your help!
-Daniel

Daniel,
Unfortunately, some of the stock reports don't have a built-in option for "relative" dates (i.e., being able to choose "Today", "Yesterday", etc). If you have the "peragt26_Agent Consolidated Daily Report" available to you, you should be able to select "Today" in that, it should have most of the data you're looking for. If you don't have this report, it is available from the CDN under "WebView reports". http://developer.cisco.com/web/ccr/documentation
In order to have a report in a dashboard automatically run with specific filter criteria, it needs to have a "default filter" set up. Each report can only have a single default filter. If you have multiple defaults you would like to set up, you will need to create copies of your report, each with its own default filter. You can set the default filter by right-clicking the report in the Reports tab and choosing Edit.
Once you have your reports and dashboards set up, I would recommend potentially adjusting user permissions so supervisors can only see the reports/dashboards that pertain to them.
If you haven't seen it yet, the CUIC User Guide is here - http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_902/user/guide/CUIC_BK_R4B100EB_00_reporting-app-user-guide-902.html
-Jameson

Similar Messages

CUIC 9.0 Custom Reporting

Good Afternoon,
I was wondering if anyone could help me with the following issue.
I am looking to create customized dashboards for our contact center's supervisors. I'd like to add a customized report that includes All agent data for the current day (aht, calls taken, calls abandoned, etc). From the time that they logged in until the present moment. I have attempted to customize "Agent Historical All Fields Daily" Stock report to do this, however I am wondering if I can set this report to run from shift start time until realtime each and every time the dashboard is opened, and also set a refresh interval for the report. I am relatively new to CUIC, so if there is any information I am missing please let me know. Thanks in advance for all assistance. I look forward to using these forums for further research and education!
-Daniel
[email protected]

Daniel,
Unfortunately, some of the stock reports don't have a built-in option for "relative" dates (i.e., being able to choose "Today", "Yesterday", etc). If you have the "peragt26_Agent Consolidated Daily Report" available to you, you should be able to select "Today" in that, it should have most of the data you're looking for. If you don't have this report, it is available from the CDN under "WebView reports". http://developer.cisco.com/web/ccr/documentation
In order to have a report in a dashboard automatically run with specific filter criteria, it needs to have a "default filter" set up. Each report can only have a single default filter. If you have multiple defaults you would like to set up, you will need to create copies of your report, each with its own default filter. You can set the default filter by right-clicking the report in the Reports tab and choosing Edit.
Once you have your reports and dashboards set up, I would recommend potentially adjusting user permissions so supervisors can only see the reports/dashboards that pertain to them.
If you haven't seen it yet, the CUIC User Guide is here - http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_902/user/guide/CUIC_BK_R4B100EB_00_reporting-app-user-guide-902.html
-Jameson

CUIC Custom Report for Business Hours for Weekdays Only

Customer wants a UCCX custom report which we are building with CUIC Premium. The one criteria we are having issue with deals with the ability to selects days of the week BUT only with specific hours of the day for each of the days selected. So customer want to be able to run the report for Monday to Friday but from 8AM to 5PM for each of those days, so essentially during business hours only. The built in Absolute Date Range does not work because that would run the report starting Monday at 8AM until Friday at 5PM.
Thanks,
Dan

dicharville,
Our 3rd party solution lets you produce historical reports by "shifts" by each day. In your case each day agents having the shift of 8 - 5. Let me know if you would like to discuss in detail how our solution can accomplish this and more.
Thanks,
Ron Reif / [email protected]
651-635-2822

UCCX 9.0(2) Custom reports with CUIC 9.0 issue

Hello.
I installed in our lab UCCX 9.0(2) and CUIC 9.0(1) with premium licenses. It's necessary for making custom reports used in CUIC.
I found this document:
http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/programming/guide/UCCX_BK_CFD16E30_00_cisco-unified-contact-center-express_chapter_0100.html and tryed make recomendations from it.
But I had a problem with prerequisites #6. I can't click "Edit" button, because it is inactive. I attach 2 screenshots: from pages "Datasource" and user configuration.
What could be the problem?
Regards,
Anton

Here's a summary so far:
Problem Description:
Unable to edit Data Source "UCCX" in co-resident CUIC.
Also, documentation required on CUIC Custom Reports.
Topology:
UCCX 9.0(2)
Resolution Summary:
Switched back to HRC, and then back to CUIC again. Datasource could be edited.
See the following sections of the CUIC user guide:
http://tools.cisco.com/squish/cddf8
Page 50, "Custom Templates" and "Reports and Report Definitions".
Page 107, "Report Definitions".

CUIC 9.1(1) Custom Report

Good afternoon. I am checking to see if what I am trying to do is possible before attempting to do it. I am new to custom reports and learning as I go. We recently switched from an Avaya System to a Cisco System and lost some of our previous reporting capabilities.
Background: We are a call center that has approximately 90 different attributes, and agents that are staffed on multiple attributes (up to 10 at times).
We previously had a custom report that listed live call stats (Name of skill, agents staffed, calls taken, service level, average speed of answer). The unique part of the report was that clicking on a skill listed details of who was on that skill and their current state (Talking, Aux, Ringing etc.)
I have tried a few different things so far including a drilldown report off the main call center real time data, but can't seem to get it right.
Is it possible, and any suggestions?
Feedback and help is appreciated. Thank you.

Hi
I've done a lot of custom reports, but not actually used the Drilldown feature, but it looks like it's possible.
You'll want a report that shows your overview, and then you link into a subreport for the drilldown section according to the docs here: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_911/user/guide/CUIC_BK_U5AB2F2B_00_user-guide-for-cuic-reporting/CUIC_BK_U5AB2F2B_00_user-guide-for-cuic-reporting_chapter_0110.html#CUIC_RF_D72689DA_00
Are you on CCX or CCE?
Regards
Aaron

UCCX 10 CUIC Custom Report (using external data source)

Hi.
We have a customer where we are storing information in an external data source. We would like to built a report and import that report into their UCCX CUIC System in order for the customer to have the new report along side with the UCCX built-in reports. We need to add the external data source to CUIC but I'm not sure if the strip CUIC version of UCCX can allow that. Is that possible?
I know that with CUIC Premium we can add third party data sources into the CUIC. The Premium CUIC NFR allows that and we can create the report but for it to work in UCCX we need to add the external data source to CUIC.
What are my options? If any?
Thanks in advanced,
-Jose

Hi Jose,
You can basically build custom reports on a standalone CUIC server and import them to the CUIC on UCCX.
But I am not sure if this datasource is continuously polling information from the DB and giving it to the report and if this is possible.
Please refer to the link below for creating the custom reports on CUIC in UCCX:
https://communities.cisco.com/docs/DOC-31936
Regards,
Arundeep

CUIS / CUIC Custom Reporting Summary

I am using Cisco CUIS versiopn 7.5.(4)
I have been able to successfully add a new reporting field in CUIS using the formula editor. Here is the formula:
[RowField]/Sum([RowField]) Gives me a percent of the total of the entire report.
This report uses 3 grouping levels...
Does anyone know how we can change the formula to return the percent for a specific group. For example, [RowField]/Sum([Group3].[RowField]) ....

Hello, Steven.
I'm sorry to see you were not able to find the information or assistance you were looking for here in the Contact Center community forum.
You may be able to find more help through the Cisco Developer Network.
Also, you might want to consider engaging Cisco Advanced Services via your account team to assist with UCCE/CUIC custom reporting.
Thank you, and good luck.
-Paulo

CUIC Custom Report

Hi guys,
I have a couple of troublesome custom reports in CUIC I need some help with.
The reports are build on the Dialer_Detail table with integration of some custom data from a linked MSSQL server.
The reports are built as Stored Procedures and I am having trouble passing the DateTime values from CUIC.
The SP starts as
[dbo].[cuic_CollectorPerformanceReport] ( @campaign_list VARCHAR(max), @start_date DateTime, @end_date DateTime )
then the WHERE clause
FROM Dialer_Detail DD
WHERE DD.CampaignID IN (SELECT * FROM dbo.CSVToTable( @campaign_list ))
AND DD.DateTime >= @start_date
AND DD.DateTime <= @end_date
When I execute the procedure in SSMS it runs as expected.
When I run the report from CUIC I get an error...
Nested SQLException; SQLState: S0005 Vendor code: 8114 Message: Error converting data type varchar to datetime.
CUIC calls the SP like so
{call [cuic_CollectorPerformanceReport ]('2015-03-31 00:00:00','2015-03-31 23:59:59','5124,5123,5121')}
And when I run the SP via SSMS like so
execute cuic_CollectorPerformanceReport '5124,5123,5121','2015-03-31 00:00:00','2015-03-31 23:59:59'
everything works as expected.
I tried playing around and converting the DD.DateTime to varchar, as well as @start_date|@end_date to no affect.
Other real-time reports that have no DateTime filters work as expected also.
Any and all suggestions are wellcome.
Regards,
Kenan

dicharville,
Our 3rd party solution lets you produce historical reports by "shifts" by each day. In your case each day agents having the shift of 8 - 5. Let me know if you would like to discuss in detail how our solution can accomplish this and more.
Thanks,
Ron Reif / [email protected]
651-635-2822

OBIEE 11G and Custom Reports

I went to a presentation the other day on the new 11G. One of the things they said was that if you have custom reports and custom subject areas, you will have to recreate them after you upgrade. The upgrade is supposed to wipe them out. I'm hoping I misunderstood.
We keep all of our custom reports and dashboards in a folder in the catalog seperate from the out of the box dashboards.
We have created new subject areas with our own naming standard seperate from the out of the box subject areas.
When we upgrade, am I really going to lose all of the work we have already done? Will my dashboards go away? Will my reports disappear? Can I import them back somehow?
Panic'd in KC,
B

Hi,
But I'm still not sure if my custom reports are going to be upgraded too or if they will get deleted.Reports will not get deleted but some reports may not work properly....Lot of testing is to be done....
From the blog....
We cannot expect all the reports to start working out of the box immediately after an upgrade. Good amount of testing is required to make sure all the older queries of the most commonly used reports are working without any major issues. Also, not all the reports would get migrated seamlessly due to the significant changes across the versions which the utility cannot recognize.
Regards,
Srikanth

Adding Custom "Report Links"

Does anyone know how to add custom "Report Links" to OBIEE? Right now the standard report links available are "Modify", "Refresh", "Printer Friendly", "Download", "Addd to Briefing Book", and "Copy". I want add another option called "Detailed Report" and have it appear along side all the other report links.
Is this possible?
-Joe

I am not aware of a "best practice" for doing exactly what you wish to do. If you have a large number of reports and you wish all to have a "summary" or "detail" that the user can choose, one way to have this functionality is to build a "table of contents" dashboard page composed of "link or image" objects that have, as titles, "Report1 -- Summary" and next to it "Report1 -- Detail" and have them all listed next to each other in column form.
The user can then right off choose if he/she wishes to see the summary version or detailed version of any report and when opening them up (in a new window) can decide whether to print, download, etc. This gives an overall view of all your reports so the user can see everything and at the same time choose between what version of the report he/she wants to view.
As far as "best practices" in general, I have this book which has some good tips:
http://www.biconsultinggroup.com/knowledgebase.asp?CategoryID=337
HTH,
David

External reporting tool (Cognos) to produce customized reports from BPM 5.7

Can I use external reporting tool (Cognos) to produce customized reports from BPM 5.7? Is it possible to query BPM DB for historical data (not BAM dashboard)?

Hi Steve,
From memory, I think you can just use ContactCallDetail and Resource. Just look for calls where originatorType = 1 (for agent) and originatorID = resourceID of the agent. So your where clause would look something like:
WHERE
originatorType = 1 AND
originatorID = resourceID of the agent AND
LEN(destinationDN) > 7
Hope that helps.
Cheers,
Nathan

GRCv10.0- Process Control & Report/Dashboard Development

Hi There,
Does anyone have documentation around the custom report development in GRC-PCv10.0. ? We are looking to build some custom reports and it seems like this can be done either web dynpro and/or crystal. It will be great if some one could share report customisation done via web dynpro. We are looking to build a report that provides a unique listing of risks and controls. Additionally, we are also looking to create custom dashboards and if there is any documentation around that would be of immense help.
Regards

Hi Aman,
I understand that and will post here some locations where you can find out the reference guides!
Also will try to get a brief about the material I have with me!
About the SAP recommendation, it will depends on our environment, how many users, what level of integration do you need, need integration with other Office tools, questions like that need to be answered in order to better provide you an answer!
Talking about my experience, I can say that Crystal is a very good tool to provide enhancements for the reports and also give us some more possibilities!
But as it´s not a requirement to have Crystal, it´s quite hard to say what is the SAP recommendation! Also, Crystal will need to be licensed separeted from GRC products!
Regards,
Claud

Restrict User to Create Custom Reports

Hi
Can we restrict a user from creating custom reports in SPM, If yes how? We want that user can does not see the Create New Report Option
Regards
Neel

HI,
If the dashboars and reports for users are already so well defined, wouldn't offline Briefing Books give them the same information?
Also, if ad-hoc reporting and business user empowerment is not what you are looking for, it would also be easy to use SAP BusinessObjects BI tools, such as Xcelsius, on top of SPM data to provide those centrally defined dashboards and reports.
Finally, BW authorizations are very flexible and comprehensive. You can limit a user to a few dimensions on which he can drill down, to certain Key-Figures, to specific levels of the hierarchy. If you don't have such authorizations in place and want to control instead the selections the user can do, then using Xcelsius on top of SPM could give you that possibility.
Regards!
Ricardo Vieira

How to migrate Custom Reports from 2010 to 2013

We are considering upgrading from Project 2010 to 2013 and one of our users noticed there are no Custom Reports or canned reports available.
On her computer with Project 2010, when she selects Reports-Custom Reports, there are numerous canned reports available.
On the test computer, with Project 2013, when she views Custom Reports, it is empty.
How do we get the Custom Reports moved from her computer with Project 2010 to the test computer with Project 2013?
thank you in advance for any assistance you can provide.
Geemail

Thus I guess you are using the new reports feature in MS Project Pro 2013 (as per my 2nd screenshot)?
I would say that this feature aims at giving reports summarizing projects information in a global way, based on criterion specified by the user (cost, time period, tasks, resources..).
I don't know how to bypass this limitation (which doesn't mean that it is not possible).
But I'd advice as it says in the report tip to filter in order to emphasize on what makes sense for the user (incomplete tasks, overdue tasks, overallocated resources...) in order to use it like a dashboard more than like a detailed report.
If your objective is to provide detail reports (and if you're using project server), I'd suggest to use more advanced BI features such as Excel Services or SSRS.
Hope this helps.
Guillaume Rouyre - MBA, MCP, MCTS

Custom report to track the documents

Hai All,
My Client requires a custom report to track the document flow any time i.e., once the material arrives the purchase dept makes an entry like PO date the date of arrival,and Gr date the GR approval date and document handed over for Invoice verification date and payment made date.
How is achieve this?
Regards
R.Senthilnambi

No My client requirement is not like that,suppose one fine day if he wants to track the positon of GRN document or a bill at what stagei.e.,if in FI if they say they have not received any document to process or they hold the document for days and say just today GRN has been handed over to him ,The Materials guy has to generate a report and say this is the day the document is handed over to you.
Is this can be done.or only out of SAP.
Regards
Senthil

CUIC 9.0 Custom Reporting/Dashboards

Similar Messages

Maybe you are looking for