UCCX 9.0(2) Historical reports

We recently upgraded to UCCX 9.0(2) and now use the CUIC for historical reports. So far it seems like a step backwards in terms of ease of use and flexibility in running various reports.
Our Call Center is open from 7 AM to 7 PM M-F. I want to run a CSQ activity report that shows the number of inbound calls after 5 PM over the last 60 days. Seems fairly straight forward, but have not been able to figure out how to capture this information. I choose the absolute time frame of 4/23/14 to 6/23/14 (60 days) and then choose the starting time as 5 PM and ending time as 11:59 PM. This gives me results that I know are not correct as the volume is extremely high. I believe what the report is capturing is from 5 PM on 4/23 and running through 11:59 PM on 6/23.
Anyone know how to run report to capture the data I am looking for? Thanks in advance.

It was working when using together with HRC? By any change it was a customized reporting?
If not mistaken there was a recent post on how to customize it to only capture calls during office hours and non office hour
Thanks!
-JT-

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Does UCCX 8.5.1 Historical Reporting Client run only with admin rights?

I installed UCCX 8.5.1 Historical Reporting Client on a Windows Vista machine. When I try to open it as a regular user, it gives me an error message "Unexpected error: Quitting". I can only open it when I log into the machine as administrator. Does anyone know this is the normal behaviour? If so, then every supervisor of my contact center will need to have admin rights in the computer?

hi,
The Historical Reports client uses Windows's secondary logon service. It uses this to run
the software with the CiscoHistRptUsr when the agent or supervisor is logged into the PC
with their own account. This is the service that gives you the Run As option when you
right click on executables. Check to see if they have this ability on the PC, and make
sure the "Secondary Logon" service shows as Started in the Windows services (Run -->
Services.msc)"
So, on one of the PCs with the issue, look for Secondary Login: Start >Settings >
Control Panel > Administrative Tools > Services. Scroll down to Secondary Logon and
verify that this service is started.
Also, if the service is running, please look for the application, right click on it and
select "Run as Administrator"
Hope that helps!
Thanks,
Karthik

UCCX 7.0 Additional Historical Reports?

Running UCCX 7.0 with Historical report clien 6.6.
I have heard that there are additional historical reports that can be downloaded. The current reports do not seem real adequate. I can't seem to find a report that has a agent + team summary of calls. Does anyone know how I can get my hands on additional reports, create custom reports or maybe know of a specific report that provides agent summary with team totals? Thanks for the assistance.

I do not know of any additional reports that are available.
I am developing custom reports for UCCX 7.0. In order to create custom reports, you need to have Crystal XI, and be able to do some SQL and XML work. Let me know if you have any specific questions about the development process. Chapter 6 of the UCCX HR Administrator and Developer Guide covers custom report development. There are some errors in it, but those are well documented in this forum.
Regards,
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Can UCCX 10 / CUIC Provide Historical Reports That Include Email Content?

Hi,
Can UCCX 10 / CUIC provide historical reports that include email content?
Currently I can only see email subject within historical reports, but on supervisor real time you can see email content.
Our customer wants to be able to report historically on email content, as its used for reviews etc.
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Mike.

Hi
Having looked at the DB schema I see that only the to/from/subject fields are logged in the database. That's all the would be available to CUIC.
(http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/reference/guide/dbschema.pdf?mdfid=286265496)
That's not to say it's completely impossible - but it would be very complicated. You'd need to somehow extrac the content of the emails on the Exchange server into a database where it could be read in to CUIC. That could be very difficult, take up lots of space...
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Re: UCCX 8.5. Historical Report how do i change the reporting interval?

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The default reporting interval on historical reporting is one hour, how do I change this to 15 or 30 minutes?
Marsha

3rd Party, but...
http://leoparddocks.com/index.php

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Hello.
We are implementing a Proof of Concept call center at a client and one of the main concers they have is reporting. After speaking with the supervisors, we've seen that the default reports in HRC will not be adequate, so they would need customized reports.
I know that Cisco recommends Crystal Reports, the supervisors in the call center would like to create reports themselves, as the paramaters that they need to evaluate through reports change rapidly and just want to do create reports on the fly. But as far as we've seen throught in-house testing of Crystal Reports, that for them you need quite a bit of understanding of the UCCX database and databases in general, which the supervisors at the client don't have. So I'm looking for an end user friendly alternative to Crystal Reports.
I've rummugaed around the web a bit and so far I found
SimpliCTI: http://www.simplicti.com/web3/content/view/31/37/
that looks rather promising, but from the documentation that is available on the web it still doesn't look like it would do the job, and of course, cost is also a factor.
So, my question is, does anyone have more info on those two systems and/or know of any application or system that would allow a user that doesn't have an in-depth understanding of the database and relationship of the data to make customized reports, or is the use of Crystal Reports the only (or best) way to do it?
Thank you very much in advanced.
Regards,
Denis Stražar

Yeah, sorry to disappoint but not really. The documented process for creating an HRC report including the ODBC connection, Crystal RPT file, XML files needed for the new RPT file to appear in the HRC, and Informix stored procedure remain unchanged. To do this you would need Crystal Developer 11.5 as well as AGS ServerStudio to create a new stored procedure. None of this is user-friendly.
As for CUIC the story differs slightly. CUIC has some inherent advantages, including the ability to tweak the views of an existing report per-user but developer knowledge is still required to create a new entirely new report. In the case of CUIC you must get a lab/NFR copy of CUIC Premium and install this on a separate server. You then bind that CUIC Premium installation to CCX using ODBC and create the report definition there. You still end up creating a stored procedure on CCX using ServerStudio. When finished you export the report definition file from the CUIC Premium server and import it to the embedded CUIC Standard instance installed with CCX. Only CUIC Premium can build a new report but acutally using Premium in production has something like a $25k cost per-server.
This has been a sore topic; many of us expected the story to improve with CUIC. While it has in many other aspects the concept of report generation remains rather complicated. The BU's viewpoint is that creating reports, and more to the point stored procedures, incorrectly can seriously impact system performance or even corrupt data . They only want the Cisco partner or customers with DBA-level skill sets to be building reports, testing them on non-production environments, and then importing them into production. Presumably the idea was for partners to build and test once, then sell repeatedly.
Please remember to rate helpful responses and identify helpful or correct answers.

CRS Historical Reporting - printing failure !

Hello All,
I am getting consistent failures for my users when they try to print from UCCX 8.5 CRS Historical Reporting. From document ID 108553, and other references, I have set the shared memory to 1 from default of 0 in hrcconfig.ini, still no joy. The error is and remains could not start print job with a window title of crystal report viewer. Our environment has Microsoft print queues set up for users. Any suggestions? Thanks in advance.

I believe you are running into this bug:
http://cdetsweb-prd.cisco.com/apps/dumpcr?identifier=CSCtn20575&parentprogram=QDDTS
CSCtn20575 Could not start print job to network on HRC for CCX 8.0(2)
Symptom:
Cutomers on CCX 8.0 may not be able to print to the network in Historical Reports Client even though all other print jobs work fine. Error message states "Could not start print job" from the Crystal report viewer.
Conditions:
Only affects customers on the 8.0 platform of UCCX. Does not seem to matter if they are on a client system of XP or Win7.
Workaround:
They can either map the HRC user system directly to the network printer, bypassing the print server, or save the report to the PC and then open in a PDF viewer and print from there. Bypassing the print server seems to be a good option.

UCCX 7.0.1SR5 to 8.0 upgrade while also adding LDAP integration for CUCM - what happens to agents and Historical Reporting data?

Current State:
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•    The local user accounts in CUCM currently match the naming format in active directory (John Smith in CUCM is jsmith and John Smith is jsmith in AD)
Goal:
•    Upgrade software versions and migrate to new hardware for UCCX
•    LDAP integrate the CUCM users
Desired Future State and Proposed Upgrade Method
Using the UCCX Pre Upgrade Tool (PUT), backup the current UCCX 7.01 server.
Then during a weekend maintenance window……
•    Upgrade the CUCM cluster from 6.1 to 8.0 in 2 step process
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At this point does UCCX see these agents as the same as they were before?
Is the historical reporting data the same with regards to agent John Smith (local CUCM user) from last week and agent John Smith (LDAP imported CUCM user) from this week ?
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We can simplify this question along these lines
Starting at the beginning with CUCM 6.1 (local users) and UCCX 7.01. Let's say the customer decided to LDAP integrate the CUCM users and not upgrade any software.
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Has anyone run into this before?
Is my goal possible while keeping the agent configuration and HR data as it was before?

I was doing some more research looking at the DB schema for UCCX 8.
Looking at the Resource table in UCCX, it looks like there is primary key that represents each user.
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How does UCCX determine if user account jsmith in CUCM, when it’s a local account, is different than user account jsmith in CUCM that is LDAP imported?
Would it be possible (with TAC's help most likely) to edit this field back to the previous values so that AQM and historical reporting would think the user accounts are the same?
Database table name: Resource
The Unified CCX system creates a new record in the Resource table when the Unified CCX system retrieves agent information from the Unified CM.
A Resource record contains information about the resource (agent). One such record exists for each active and inactive resource. When a resource is deleted, the old record is flagged as inactive; when a resource is updated, a new record is created and the old one is flagged as inactive.

Not able to generate UCCX Historical Report of one agent

Dear All,
I am not able to generate the UCCX Historical report of the agent as the Historical reports of the agent is generating upto the Feburary 2013 but we are not able to view the Historical Report of March 2013 and onwards, the realtime reports are generating and the agent name is added to the Active Directory only once, help is required in this regard.
Best Regards,
Durraze Khan

Rajesh,
Put a breakpoint and try to debug the report step by step.
You will findout the reason very easily.
Whenever you have a select and are trying to append into an internal table, keep checking your internal table if it is been populated with the correct records.
This way, you will findout the cause and can correct is accordingly.
Thanks,
Suresh Ganti

UCCX Historical Reporting - Transferred Calls

Hi All,
I've hit a brick wall in a UCCX script I'm currently working on. My client has requested stats on where agents are transferring calls. It's an operator-type position and it's fairly important to the client that she be able to guage the call volume to particular extensions.
I've gone through the majority of the standard report templates in UCCX Historical Reporting but haven't found anything suitable. I did notice that the "Agent Call Summary" report states the number of transferred called by a particular agent but not the extension the call were transferred to.
Any advice would be greatly appreciated!
As always, thanks in advance.

What you want is essentially a custom cradle to grave report. I'm sure there are reporting packages that can do this but they are quite spendy.
You basically want to tie a UCCX session to the CDR records from the CUCM; if you are familiar with SQL that shouldn't be too much of a challenge. The trick is automating it.

UCCX historical reporting

Hi,
I have one query regarding uccx reporting.
In uccx suppose any user is configured as UCCX agent and he is not login in CAD, if user gets call in his ACD extension, will that call detail
be availabe in uccx historical reporting.
Regards,
Dinesh Joshi

Hi.
This post belongs to the Contact Center session.
Anyway, what do you mean that the "user is not an available choice"? Does the user have an account in CUCM?
G.

UCCX Historical Reporting Automated Install

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Hi Lisa
1) That report shows the hour period that had the most incoming calls to the whole system. That means all CSQs... what report are you comparing it to? That report may be for a single CSQ that is busy in the afternoon, where the total for the system is higher in the morning.
2) No, there is not. You would need a custom report to produce this if it is important.
Regards
Aaron HarrisonPrincipal Engineer at Logicalis UK
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Hi, I'm new to this tool and was wondering how I can see the report builds for the existing reports within the historical reports tool. Is there a way to get into the pre-existing reports using Crystal Developer? Any help and all help is appreciated.
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Aaron,
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UCCX 9.0(2) Historical reports

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