UCCX CUIC Custom Reports

Hi Community,
I'm creating new reports for one of our customers with the CUIC NFR kit in our lab.
But I do not want to create the reports from scratch and want to use the report definition templates from UCCX.
But I don't know where I can download the files?
For the UCCE I know that those files can be downloaded, but I couldn't find the files for the UCCX.
kind regards
Markus

CUIC calls the stored procedures, the actual DB calls from CUIC are just calls to a stored procedure. To see the sql part of the reports you need a client to connect to the database and look into the SP's
http://www.serverstudio.com/products/serverstudio/
This is the tool i'm using, works great.
Finnur

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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

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

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 8 Custom report - stored procedure

I'm porting over a custom UCCX 5 historical report to UCCX 8. I'm trying to port the stored procedure to informix but some of the helper routines such as getRoutingSkills(), getRestrictedDate() and parse2() are all restricted and I don't have permission to grant access to the report user.
A call to one of these functions generate the error message "SQL Error (getrestricteddate) cannot be resolved."
I'm logging in to the informix database with the uccxhruser account and I don't know of any other account with elevated privilege that I can use for development.
My question is there any documentation on security requirements for creating stored procedures for UCCX 8? What do i need to do to gain access to the functions listed above? Do i need to re-create these helper routines myself?
Please advise.
Thanks
Chris

I've noticed there's a database user named "uccxuser" with privilege set to "DBA". I believe this is the account i should be using to create my stored procedures but I don't know the password to it. Does anyone know how custom stored procedures should be created on uccx 8's database and which account we should be use?
Thanks
Chris

UCCX CUIC Interval report on calls to an application

Within CUIC I can do an interval report per CSQ, this is great as I can see the calls per hour for a given or group of CSQs. However in my script logic, well before a call is assigned to a CSQ we check for opening hours and holidays etc so those calls are never assigned to a CSQ, is there an easy/good/recomended way to be able to see from within CUIC how many calls per interval were recieved into a given application or DN in the 'closed' hours for that contact centre? I can probably hack something together with an export of the call-by-call cdr report and excel, but something that's easily display-able in CUIC would be better.
In a similar thread, ideally I'd like to be able to report on abandoned calls per application rather than per CSQ to be able to determine dropped calls during the menu logic prior to CSQ selection, are there any recommended tactics for this?

Hi Ian
I hope you're keeping well up there?
1) OOH Calls - there are a couple of reports prefixed 'Application' that report on the Application (i.e. calls to app x, including those that never reach a CSQ). AFAIK they don't do 'intervals' out of the box however.
2) Those 'Application' reports will also give you some abandon stats. Again, no interval function!
The other thing is how granularly you want to report - some customers use 'set enterprise data' steps in the script to save 'progress', e.g. 'answered', 'support menu 1' etc could be tagged as the call proceeds through the script, so you can then report on where folks are dropping out.
Custom reporting would be an option to get whatever stats you want out of it, integrated into the CUIC interface... but that process can be a good few days work.
Regards
Aaron

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

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".

Migrate custom reports UCCX 8.0 to 9.0 issue

Dear all,
We migrated UCCX 8.0 to the new UCCX 9.0. After the migration the customized reports (designed with old version of Crystal Reports) not work in the new CCX Historical Reports 9.0.
Any idea or procedure to migrate easy the customized reports from UCCX 8.0 to 9.0 without re-design the report with Crystal Reports 11?
Thanks so much!

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Custom reporting for UCCX 7

Hello there,
I am looking for easier ways to generate custom reports for UCCX 7, I am asking incase I go away an spend heaps of time programming stored procedures and crytal reports if there is a report pack out there or some documentation to make it a bit easier.
Our call center team leader is asking for reports to be written for the system or modification of existing reports as the ones included are either too crowded with information or do not display what we actually want.
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As an example, there is a report called ‘Agent Not Ready Reason Code Summary Report’, this report lists some not ready codes such as 32756 etc.. (i.e. Pre-defined system codes), however we want to list our own not ready codes as well as remove some of the system ones from the report as we don’t really want them there.
Another example is the Agent state details report, one of the columns is 'Reason Code', this is fine, however it would be nice to have a summary at the end of the report for a total count of each not ready code (with the not ready code name not just the code).
Is there anyone out there who has written/customised reports for UCCX or know where I can find some more documentation? I have searched around but not found anything, Cisco TAC have said that they only deal with the connection of Crystal Reports to UCCX, the coding itself and help with regards to that you are basically on your own with.
Thanks

Hi
There are other ways of reporting, but you are still on your own with it unless you find someone who writes a package. I'm not aware of any...
Re your specific queries though:
‘Agent Not Ready Reason Code Summary Report’ - when running the report, you can go to the 'detailed' tab, and on that tab you can select 'Reason Code' as a filter and pick the codes you are interested in.
Also that same report shows the summary (i.e. totals) of the time in those reason codes doesn't it? So that's what you wanted to see on the other report?
Final point (and this is a common one that comes up) is that for some reason the 'reason' codes only appear as numbers in the DB. There are no lookup tables where you can link them to names for reporting. This basically means the best you can do is to edit the Crystal templates so that the static table listing the codes at the top of the report has the codes you have configured. Obviously this isn't dynamic, but it is easy as far as Crystal goes...
Hope this helps
Aaron
Please rate helpful posts...

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 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

Handling DST in SQL Query for UCCX Custom Report

We wrote all custom reports for one of the call centers using our UCCX deployment. One problem we see we will hit in the future is DST. We suggested they use UTC but they wanted to see the call data based off of EST timezone. Right now we are okay because we use -5 to get the correct data but come March we are wondering how to address the issue. What options do we have? How are other people handling DST with the SQL queries for custom reporting? I see that the HR client will determine this based off of the local computer time then gives you the option to use UTC. We have all of our queries in an Excel document that the customer just needs to open and select Refresh All to update their data.
Thanks

"case-when" statements are evaluated in order.
so you must do something like this:
SELECT
CASE WHEN <is not number>THEN 'N'
CASE WHEN <is greater than 0>THEN 'Y'
Now "<is greater than 0>" will always have number for input, can't get "not number" error there.
See this thread:
Re: regular expression: integer is between N..M
Edited by: CharlesRoos on May 27, 2010 5:03 AM

UCCX 8.5 - Custom reports (not using Crystal)

I have a customer requesting a report of the calls per hour per agent...Say I go into the reporting system that I have setup and the person is able to select a date range and queue name, the output should show a series of tables (one for each day) that includes agent name, with the number of calls taken per hour....
can anyone point me in the right direction of a sql statement that would querry the database to do so?

Custom reporting on the UCCX platform can be a real chore, luckily if what you're doing is only a modification of an existing report you can create the new report with minimal hassle.
UCCX primarily uses stored procedures to generating report data, the procedure name and variables it consumes are provided in the report defintions provided with the HRC client (check the installed directory). This is an XML file you can parse.
From there, you may customize to your hearts content and display to whatever interface deemed appropriate.
You may wish to consult both the UCCX Database Schema and Historical Reports developer guide for your partitcular version of UCCX.
HTH,
Tanner Ezell
www.ctilogic.com

CUIC Historical reports Customization

Hi,
I am using UCCX 10.5 Premium. I want to use historical reports for example last week or last month.
The grannularity of Interval Length I can find is 30mn , 60mn or entire range.
For a daily report theese ranges are suitable but for a week or month report the 60mn Interval Length is really too short.
Question: how can I create new Interval Length for ex:: 1440mn and how can I apply it to a new created Report ?

Hi
You can create custom reports, but you need some SQL skills and CUIC Premium (which is seperate to UCCX Premium).
The built-in CUIC only allows basic field filtering of the reports, not true customisation.
Aaron

UCCX CUIC Custom Reports

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