Rob Huffman Thu, 03/15/2007 - 06:07
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Hi Trae,


It looks like the "canned" reports for Reason Codes were added in IPCC 4.5 have a look;


Historical Reporting - Cisco Unified Contact Center Express Standard 4.5


The Cisco Unified Contact Center Express product provides out of the box graphical and tabular reports that allow supervisors and call center managers to:

Manage agents using reports that provide information such as agent call counts, agent call durations, agent activity on each call, agent login and logout activity,** agent not ready reason codes, and agent duration in state information.


Measure customer experience using reports that provide information about application call counts, application call durations, abandon rate and average speed to answer (ASA) by application, peak hour call statistics by application, and detailed reports on abandoned/rejected calls.


Measure contact service queue (CSQ) performance using reports that provide information such as different types of service level by CSQ, queue statistics by CSQ, answer and abandon call distribution by CSQ, CSQ call counts, and CSQ call durations.


Access detailed views on each contact made to the system through reports that provide information such as custom call variables tagged to each call and detailed call by call reports.


The Cisco Unified Contact Center Express historical reporting client provides supervisors and call center managers with flexibility to display report data using features including date time range, sorting parameters, and filter parameters. Once reports are generated, the tool also provides the ability to manipulate the report output by scaling the report size and providing the ability to export the report data in file formats such as PDF, Excel, and XML for further data manipulation or presentation options. Through the job scheduler, users also have the ability to print or save scheduled reports at user defined date and time intervals.

Cisco Unified Contact Center Express customers can use Crystal Reports software to build custom reports that are viewable through the Cisco Unified Contact Center Express historical reporting client. Detailed documentation helps customers understand the data presented on the standard reports, information on detailed data stored in the historical reporting database, and how to build custom reports for Cisco Unified Contact Center Express.


From this IPCC 4.5 doc;


http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_data_sheet0900aecd80424061.html



For pre 4.5 versions;


Q. How can a report on reason codes be generated?


A. Reason Codes, when configured, are entered by agents when they explicitly transition to Logout state or to Not Ready state. In these cases, reason codes are stored in the ASDR. You can create a custom report to show information about reason codes.


From this good Q&A doc;


http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_administration_guide09186a00801d6fa3.html#1045622


Hope this helps!

Rob

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