Contact Center Reporting

and Analytics:
Cisco Unified Intelligence Center
Vikram Gururaj, Product Manager
BRKCCT-2056
Agenda
• Overview of Cisco Reporting and Analytics Offerings
• Understanding CCE & CCX Stock Reports
• Intelligence Center Report Customization
• Roadmap
• Demonstrations, Materials & Resources
• Q&A

3
Chetan Bhagat

4
Overview of CUIC

5
Cisco Unified Intelligence Center

Platform for report development

Dashboard

Extend reporting
• Direct Export
• Scheduled delivery
• Click-to-report

Link reports using drill down

Segmented access by user and

role
6
 Intelligence Center Functionality

Finesse Dashboard Scheduler

Fields
Reports Report Definitions Value Lists
Parameters
Collections
Views/Permalinks Query Types
User Synchronization
Grid Gauge Chart SQL Query
Anonymous Stored Web
Block Procedure Sockets
Reporting Services

Data Sources

UCCE
UCCE UCCE
UCCE Social
Social
UCCX
UCCX Live
Live Data
Data CVP
CVP …
…
Historical
Historical Real
Real Time
Time Miner
Miner
Pre-Defined Data Source Objects

UCCE Configuration changes required, allows standby configuration, needed for stock UCCE reports

8
 Pre-Defined Data Source Objects
PCCE Configuration for Live Data stock PCCE reports

9
 Pre-Defined Data Source Objects
UCCX Automatically configured in co-res deployments, needed for stock UCCX reports

CUIC Always in online state, no change required, needed for stock system reports (eg., Audit Report)

10
Intelligence Center Functionality
Finesse Dashboard Scheduler

Fields
Reports Report Definitions Value Lists
Parameters
Collections
Views/Permalinks Query Types
User Synchronization
Grid Gauge Chart SQL Query
Anonymous Stored Web
Block Procedure Sockets
Reporting Services

Data Sources

UCCE UCCE Social

UCCX Live Data CVP …
Historical Real Time Miner
Report

12
This is the same report

13
This is also the same report

14
One Report, Multiple Views

One report, multiple views 15

Multiple Views
Associate multiple report views with the same report data definition
Scheduling Reports
• Distribute via .pdf, .xls or
embedded in email

• Publish to a .csv file for flat file

integration

17
Scheduled Reports: Best Practices

Schedule reports during non-

production hours

Scheduled report
execution adds
load to system
Don’t Schedule at 00:00 Hours

Stagger the scheduled reports

 Intelligence Center Functionality

Finesse Dashboard Scheduler

Fields
Reports Report Definitions Value Lists
Parameters
Collections
Views/Permalinks Query Types
User Synchronization
Grid Gauge Chart SQL Query
Anonymous Stored Web
Block Procedure Sockets
Reporting Services

Data Sources

UCCE UCCE Social

UCCX Live Data CVP …
Historical Real Time Miner

19
Dashboards
Consolidate reports and other content

Reports

Sticky
Notes Widget
Web Pages
Dashboards

21
Dashboard: Best Practices
Do’s and Don’ts

• Use ‘https’ based widgets in Dashboard while using ‘https’ enabled CUIC Login

• Do not add permalinks URLs from subscriber node into the primary Dashboard
& Vice Versa
 Intelligence Center Functionality
Finesse Dashboard Scheduler

Fields
Reports Report Definitions Value Lists
Parameters
Collections
Views/Permalinks Query Types
User Synchronization
Grid Gauge Chart SQL Query
Anonymous Stored Web
Block Procedure Sockets
Reporting Services

Data Sources

UCCE UCCE Social

UCCX Live Data CVP …
Historical Real Time Miner
Base
Services
23
Permanent Web Link
• Simplify distribution of reports and
dashboards
• Distribute for internal mobile users

• Provide one-click access to reports

• Optional Authentication

• Enable Digital Signage or large

screen monitors

24
Types of Permalinks
HTML XML Excel
 Direct http type of  Provides a link to  Show the report in
link to the report an XML structure Excel
view  The XML can be  Enables to use
 Enables report used to create Excel filter &
access through custom formatting format
various devices functionalities

25
Where to get Permalinks?
Overview of Live Data

27
Live Data
• Publication of real-time data so that
Intelligence Center can subscribe for Agent State Duration Extension
UCCX and CCE (PCCE & UCCE)

Alice Wonderland 2010

• Updated in real-time:
subscription versus “refresh rates”
Casino
Bond 007
Royale
• New in Release 11.0 Peter
Neverland 2003
• Live Data in CCE 11.0 pan
• Common approach in UCCX and CCE
(PCCE & UCCE)

28
Live Data Strategy
 Live Data on  Live Data
 Failover support for PCCE UCCE Visualization
 Skill group and Precision  Scalable Live  Live Data
Queue Live Data reports in Data solution APIs
 UCCX, PCCE PCCE
 Live Data  Chat & Outbound Live Data
reporting report for UCCX
gadget in
Finesse

29
Live Data Benefits
UCCX CCE
• Consolidated historical • Intelligence Center Live
and real-time reporting data reports super fast
• Real-time data for • Real-time reports in
Finesse agents and Finesse for Agents
supervisors via Reporting
gadgets • Gadgets as part of default
gadget layout
• Gadgets are added to the
default gadget layout, no
manual configuration

Single source of Data/Reports: Reporting Users, Agents,

Supervisors 30
Live Data for CCE 11.0
• Lightweight access to reporting
• Agent Reports
• Agent
• Agent Skill Group
• Skill Group
• Precision Queue

• Today & To-Interval Statistics

added for SG & PQ

31
Live Data for Unified CCX
• Supervisor Reports
• Team State
• Team Summary
• Voice CSQ Agent Detail
• Voice CSQ Summary
• Agent Outbound Team
Summary
• Chat Agent Statistics
• Chat CSQ Summary

• Agent Reports
• Agent State Log
• Agent Statistics
• Agent CSQ statistics
• Agent Team Summary

32
CUIC Reporting Gadgets

33
 Intelligence Center Functionality
Finesse Dashboard Scheduler

Fields
Reports Report Definitions Value Lists
Parameters
Collections
Views/Permalinks Query Types
User Synchronization
Grid Gauge Chart SQL Query
Anonymous Stored Web
Block Procedure Sockets
Reporting Services

Data Sources

UCCE UCCE Social

UCCX Live Data CVP …
Historical Real Time Miner

34
Reporting Gadgets on Cisco Finesse

• Live Data Reports as

Gadgets

• Live Data Gadgets in CCE as

well

• Live Data
Gadget Enhancements

35
Reporting Gadgets URL Gadget
• Out – of – Box gadgets • Need custom gadget creation
• Live Data • Historical Reporting
• Authorized data view • See all data
• Looks similar to all Finesse • No styling
gadgets

36
URL Gadget

37
Permalink URL Gadget (Historical Reports)

Step 1 Step 2 Step 3 Step 4

• Copy • Use the • CUIC • In

CUIC sample certificate Finesse
HTML code and in layout
Permalink save in a Finesse add as
Web Tomcat URL
server trust store gadget

<iframe src=“CUIC HTML Permalink" style="height:100%; width:100%"></iframe>

38
URL Based Gadget: Sample code

39
Live Data Reporting Gadget
Uncomment Update Reporting Gadget

Uncomment Update Report

Gadget in View ID
Desktop Layout
40
Reporting Gadget

41
Live Data Demo

42
43
Agenda

• Overview of Cisco Reporting and Analytics Offerings

• Understanding CCE & CCX Stock Reports
• Intelligence Center Report Customization
• Roadmap
• Demonstrations, Materials & Resources
• Q&A

44
Typical Summary Measurements
• Agent and Agent Team Measurements
• Time Card (Logon and Logoff)
• Number of Calls Handled, AHT
• Not Ready State Breakdown

• Incoming Call and Task Measurements

• Incoming, Answered, Abandoned
• Average Delay, Average Handled Time

• Outgoing Call Measurements

• Breakdown of Attempted, Connected

45
Making Sense of Contact Center Enterprise Data
All activity for monitored peripherals is tracked and summarized at
different intervals and in different categories across all contact types

Live Data Skill Group

Agent Precision
Queue
Agent
Call & Task

47
Making Sense of Contact Center Enterprise Data
All activity for monitored peripherals is tracked and summarized at
different intervals and in different categories across all contact types

Live Data • Skill Group

Agent • Precision Queue
Real-Time • Agent
• Call Type
Call & Task
• Agent Team

48
Making Sense of Contact Center Enterprise Data
All activity for monitored peripherals is tracked and summarized at
different intervals and in different categories across all contact types
• Skill Group
Live Data • Precision Queue
• Agent
Agent • Call Type
Real-Time • Agent Team
• Call Type Skill
Call & Task Historical Group
• Campaigns
• Peripherals
• IVR Ports
49
Making Sense of Contact Center Enterprise Data
All activity for monitored peripherals is tracked and summarized at
different intervals and in different categories across all contact types
• Skill Group
• Precision Queue
Live Data • Agent
Agent • Call Type
Real-Time • Agent Team
• Call Type Skill Group
Historical • Campaigns
Call & Task
• Peripherals
Detail Records • IVR Ports
• TCD, RCD
• Agent State
50
Intelligence Center Report Packages

• Template zip file:

• XML that represents the report and report definition
• Report Online Help(OLH)
• Localization files to support localization of report and OLH

• Stock Report Packages are

• Media Shipped with Intelligence Center
• Cisco.com software download area for Cisco Stock reports

• Developer.cisco.com for beta and/or partner developed reports

Importing Reports from cisco.com

56
Making Sense of Contact Center Express Data
All activity for monitored peripherals is tracked and summarized at
different intervals and in different categories and across all contact types

Agent CSQ
Live Data Agent Events
Agent States
Call & Task Historical Chat
Email
Outbound
58
Contact Service Queue Activity Report (Grid View)
Purpose: Run this report to display for each CSQ general queue statistics such as
calls presented, average and max queue time, ASA, average time to abandon, etc.

Groupings: Grouped and sorted by CSQ Name

59
Inbound Agent State Summary by Interval(Grid View)
Purpose: Run this report to display the length of time spent in each agent state
for each interval.

Groupings: Grouped and sorted by Interval Start and Interval End Time

60
Preview Outbound Agent Detail Performance Report
(Grid View)
Purpose: Run this report to display Details of Outbound Performance

Groupings: Grouped and sorted by Agent by Campaign

61
Preview Outbound Campaign Summary Report
(Calls Accepted, Rejected Closed by Campaign Chart)
Purpose: Run this report to display Call Dispensation by Campaign

63
Agenda

• Overview of Cisco Reporting and Analytics Offerings

• Understanding CCE & CCX Stock Reports
• Intelligence Center Report Customization
• Roadmap
• Demonstrations, Materials & Resources
• Q&A

68
Customizing Reports
Unified Contact Center Enterprise

Standard ($$) Lab/NFR ($) Premium ($$$)

• Allows visual • Create new reports from • Create new reports from
customization scratch scratch in Production
System
• Does not allow report • Create drill-downs,
definition customization change refresh intervals • Create drill-downs,
change refresh intervals
• Included for WebView • Export & Imported into
upgrade (no charge) Production • Custom reporting on
multiple Data sources
• Limited to 5 users
Customizing Reports
Unified Contact Center Express
New in 11.0

Standard Lab/NFR ($) Premium ($$)

• Out-of-the-box Co-res at • Create new reports from • Off box CUIC Standalone
no extra cost scratch system

• Allows visual • Create drill-downs, • Create new reports from

customization change refresh intervals scratch

• Does not allow report • Export & Imported into • Create drill-downs,
definition customization Production change refresh intervals

• Standalone lab setup • Custom reporting on

(limited to 5 Users) multiple Data sources
Customization using CUIC
Standard

71
Visual Customization
Create New Views
• Choose the right format what you want to display
• Gauges for single values, charts for multiple
Visual Customization
Rearrange Column fields, Rename fields
• Group items together logically
with headers
• Right-click on the field:
• Properties
• Thresholds

• Name columns to match

company conventions
Visual Customization
Add thresholds to identify compliance violations
• Change colors or font or images based on values
• Stack up multiple thresholds
Visual Customization
Provide additional groupings, summarizations and sorting
• Daily, Weekly, Monthly Groupings
Visual Customization: Best Practices

Stock Custom Structure Permission View

Gauge for
Choose ‘Execute’ single,
Folder:
Save As for access Charts for
right stock Easy to find
only multiple
report
values
Customization using CUIC
Premium

77
 Intelligence Center Functionality
Finesse Dashboard Scheduler

Fields
Reports Report Definitions Value Lists
Parameters
Collections
Views/Permalinks Query Types
User Synchronization
Grid Gauge Chart SQL Query
Anonymous Stored Web
Block Procedure Sockets
Reporting Services

Data Sources

UCCE UCCE Social

UCCX Live Data CVP …
Historical Real Time Miner

78
New Report Development
Pre – requisites

• Premium / NFR / Lab License

• Ensure you have correct permissions
• Understanding of SQL, Schema is a must
Customize SQL query
• Choose the right Stock report
• ‘Save As’ a custom report
• Click on Report Definitions
• Go to Data Sources
• Customize SQL query

80
Custom reporting: Best Practices
SELECT * FROM Routing_Client_Five_Minute

“Give me” “All of the data” “From the Routing_Client_Five_Minute

table”
CUIC needs to know which fields you want. “All” isn’t specific enough.

81
Add a formula
• Choose the right Stock report
• ‘Save As’ a custom report
• Click on Report Definitions
• Go to fields
• Create a New Formula field

82
Add more calculations
• Choose the right Stock report
• ‘Save As’ a custom report
• Click on Report Definitions
• Go to fields
• Click Edit Formatting

83
 Report Development from scratch
• Report
• Report Definitions
• Create a Report • Localization file
• Give Permissions • Template Help file
• Select Report definition
• Run & Validate

• SQL query
Know the • Anonymous Block Here you go!
Database Schema • Stored Procedure

Identify the Develop a Customize Export Import into

Data (Data Report the Report Report Production
Source) Definition Views Package System

84
Getting 8000+ Rows

> 8000 not

displayed

8000 Rows

CUIC Resultset
Reporting (8000+
User Rows)

85
Getting 8000+ Rows: Customization
• Use the latest Monthly Summary Reports in CCE Transitional Historical
Reports package from CCO

• Create custom reports to use Anonymous block

• White paper on Getting more than 8000 rows -

https://communities.cisco.com/docs/DOC-56930

86
 Getting 8000+ Rows: Customization
‘Paging’ Result set Approach
T-SQL Report Definition Report Scheduler
• T-SQL Scripting • T-SQL in Anonymous • Build the Report • Schedule Report (x
• Split and numerate Block • Use Filter to change Page No)
rows returned • Create Parameters - page numbers at run • Merge by Batch
• Deploy ‘paging’ include Page No time scripting, Windows
logic Task Scheduler)
Records 1-8000

Records 8001-16000
Demo of CUIC Customization

88
89
90
Analytics Partners and
Connected Analytics for
Contact Center

91
-Matthew Dixon
The Effortless Experience: Conquering the New Battleground for
Customer Loyalty
 Connected Analytics
for Contact Center

• Analytics software

• Applies analytics to contact center

data from UCCE/ PCCE

• Reduce customer effort & increase

agent effectiveness

• Outcome: provide personalized

customer experience and drive
customer loyalty
Why Cisco for Contact Center Analytics?

Faster Provides Built by Cisco Innovative

Speed to Market Flexibility For Cisco Customers Analytics
 How do agent skills What is their call
compare to the team? history?

Are there training Can we improve our

opportunities? call routing?

Agent Team
Score Score

74 80

Improved Agent Effectiveness Reduces

Agent Effectiveness Score Use Agent Effectiveness Score to Rank Agent Skills
Customer Effort for Issue Resolution
 Customer Average
Effort by Call
Score Type

74 28

Customer Effort Score Quantifies Individual Customer Effort Level by Call Type
 Does the customer have How do they compare to
a high effort score? same call type group?

What is their call How can we fix the

history? situation?

Customer Effort Score Improve Customer Effort to Increase Customer Loyalty

Agenda

• Overview of Cisco Reporting and Analytics Offerings

• Understanding CCE & CCX Stock Reports
• Intelligence Center Report Customization
• Roadmap
• Demonstrations, Materials & Resources
• Q&A

99
What’s new in CUIC Release 11.0
• Live Data for CCE
• Live Data Gadget Enhancements
• New Toolbar
• Multi view Gadgets

• New features added to Historical Reports

• Dynamic Column Selector
• Dynamic Re-sizing
• Dynamic Sorting
• Expand – Collapse of Groups

• IPv6 Support
• VOS 10.5 Support
100
Reporting Gadget in Release 11.0
Maximize

Toggle Views

101
Reporting Gadget in Release 11.0
Play / Pause Thresholds only

102
CUIC 11.0

Expand/ Collapse
groups

103
CUIC 11.0

Column Selector
104
Videos, Materials &
Resource

105
Resources
• Cisco.com – cisco.com/go/ccreports
• Developer services area for partners and customers:
http://developer.cisco.com/web/ccr
• Developer site for creating gadgets in Finesse (Intelligence Center URL gadget):
https://developer.cisco.com/site/finesse/
• Cisco Partner Community Resource Guide (Partner login required):
https://communities.cisco.com/docs/DOC-26456
• White paper on 8000 row strategy (Partner login required):
https://communities.cisco.com/docs/DOC-56930
• Videos:
• Partner Education Connection - http://cisco.partnerelearning.com/Saba/Web/Main
• YouTube channel: CiscoCC

106
 Summary

• Intelligence Center features &

customizations
• Understanding reporting data &
stock reports for both CCX &
CCE
• New offerings
• Looking ahead into Intelligence
Center features
• Demonstrations, Materials &
Resources

107
Willem Londen

108
Contact Center Sessions Week at a Glance
Schedule Session ID Title Speakers
Monday, 15 February TECCCT-2022 Customer Voice Portal Technical Seminar: Planning, Design Emanuele Frisicaro,
9.00 – 13.00 and Troubleshooting Bing Khouw
Tuesday, 16 February BRKCCT-2005 Context Service: the new cloud-based Omnichannel solution Chris Botting,
11:15 – 12:45 for Contact Center Enterprise and Express Willem Evert Nijenhuis
Tuesday, 16 February LALCCT-0001 Lunch and Learn - Context Service : Cisco's Cloud-Based Willem Evert Nijenhuis
12.45 – 14.00 Omnichannel Solution
Tuesday, 16 February BRKCCT-2080 Deliver Omnichannel Customer Experience with Remote Yuri Fedotov
16:45 – 18:15 Expert Mobile
Wednesday, 17 February LTRCCT-3051 Cisco Contact Center Enterprise: Design, Deployment, and Carles Palau, Taylon
9.00 – 13.00 Troubleshooting Kucuk
Thursday, 18 February BRKCCT-2050 Building recording and monitoring applications with the Ken Rehor
9:00 – 11:00 MediaSense API
Friday, 19 February BRKCCT-2056 Contact Center Reporting and Analytics: Cisco Unified Vikram Gururaj
9:00 – 11:00 Intelligence Center
Friday, 19 February BRKUCC-2270 Network Media Recording Ken Rehor
11:30 – 13:30

109
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110
Thank you

111