This Chalk Talk appears in the June 2014 Cisco TS Newsletter. Subscribe now and get Tech Insights, Services Updates, and TAC-inspired Technical documents delivered to your inbox each month!
The Cisco Unified Intelligence Center is a web-based reporting client that was introduced with UCCX version 9. Although it has been available with UCCE since much earlier, the co-resident version has been integrated with the Contact Center Express solution starting from version 9 onwards.
This article discusses a few common areas of interest for those looking to maximize their utilization of CUIC with UCCX, assuming that the readers are already familiar with the basics – how to create a reporting user, how to pull reports from CUIC, how to schedule reports and so on.
Setting Up A Dashboard
The dashboard feature provides an at-a-glance panel for any CUIC user. For example, a supervisor logging into CUIC daily can use the following dashboard:
Here is how to create it:
Click the Dashboards tab in the left index. Right click the Dashboards folder in tab that just opened up and select “Create Dashboard”. Enter the name for your dashboard and give it the appropriate permissions.
Select your newly created dashboard and click on ‘Add’ and select the Type as ‘Widget’ and paste in the code in the Contents section (I’ve used that of a calculator)
Click again on ‘Add’ and select the Type as ‘Report’ and choose your report and AvailableView (I’ve used ‘Agent State Detail Report’ as a Chart)
Click again on ‘Add’ and select the Type as ‘Sticky Note’ and type in your list there.
Similarly there are two more types you can add – Schedule (report) and URLs.
Creating Report Folders for Different Departments
This is simply for organizing the reports into different folders meant for different users. For example, the Local Admins have access to all the performance related reports; the Finance team can access the Audit reports, etc.
Right click on Reports as shown in the above diagram and select “Create Sub-Category”. Enter the details of a folder (for example, Finance)
Select one of the stock reports and select “Save As”. Select the “Report Category” as you newly created folder (for example, Finance).
Give it the necessary permissions.
Editing Views for a Report – Charts, Grids & Gauges
One way to do this is to select from one of the standard variations of the report from the drop down list:
You also have the option to create your own gauge, chart or grid with custom defined limits and parameters. For example,
Right click one of the reports and select “Edit Views”
Select “Create” and then “Gauge”.
Choose the appropriate field for that report that you’d like to measure.
Enter the required range, scale and threshold colors (if required).
Now, when running that report, you’ll have an option to view your newly created gauge as shown below.
Customizing Reports (to an extent)
Here is how to add or remove columns from a report:
Run a report and Click ‘Edit’.
To delete a column, select any field from under ‘GridHeaders’ and click on ‘Remove Selected’.
To add a new field to be displayed in the report, drag it from the ‘Available Fields’ column to the ‘Current Field Order in the Grid’ column and place it accordingly.
Select ‘Grouping’ if you want to group the report entries based on a particular column entry. For example, in the diagram below, I have 2 groupings – Grouped by Agent ID and Grouped by Agent Extension:
In the ‘Grouping’ page, if the “Show Summary” box is checked, at the end of each entry for that group, a summary line will be displayed. For eg. In the above diagram, I selected “Show Summary” for “Group by Agent ID”. Thus you can see the total duration for Agent Cisco at the end.
Another flexible option is to group the columns. For example, I can group the Agent ID and Extension under one common heading called “Agent Details” as shown below:
To do this:
Generate a report and click on “Edit”.
Click on “Add Header” and place this Header accordingly.
Select a column from under “GridHeaders” and drag it to this new header until you see a green popup.
Some Common Defects to Watch Out For
Here is a list of some very common defects in CUIC affecting mostly the early 9.X versions of UCCX:
CSCuh89445 - UCCX Scheduled Reports fail to run in CUIC
CSCuf67036 - UCCX 9.0 CUIC Report Footers Data Inaccurate
CSCua44484 - Data discrepancy between HRC and CUIC for Traffic Analysis in non-GMT
CSCuh81102 - CSQ Activity Report by interval incorrect