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uccx8.5(1) historical reporting

Hi Everyone,

Firstly, A client use the Premium version of uccx7.0 which provides:

  1. Contact centre real-time and historical reporting
  2. “Out-of-box” Historical reporting

Whats the difference between two??

Secondly, Wallboard and Call Queue Reporting Requirement

My client using uccx7.0 historical reporting and getting 10 reports for two Business Units A and B. As we upgrading from 7.0 to 8.5(1), we dont know the capabilities of inbuilt reporting of uccx8.5(1).


Client want to add one more field which will be Number of Agents Available.

How can we do that in UCCX8.5(1) , can i fing any built in which will cover my need or i will need to create custom one?

Everyone's tags (3)

uccx8.5(1) historical reporting

Hi Hafiz,

1. The Real-Time Reporting tool is a Java applet that you can use to generate a variety of reports that provide detailed information about the status of your Unified CCX system. You use the Application Reporting web page to access the Real-Time Reporting tool.

To access the Application Reporting web page, choose Tools > Real Time Reporting from the Unified CCX Administration menu bar.

NoteFor complete information about using the Application Reporting component, see Chapter 14, “Reporting on Real-Time Unified CCX Data.” Refer page 363 in the below link,

The Cisco Unified CCX Historical Reports system is designed to provide you with information about the call activities of your Cisco Unified Contact Center Express (Unified CCX) system. With Cisco Unified CCX Historical Reports, you can

•Easily access historical data

•View, print, and save reports

•Sort and filter reports

•Send scheduled reports to a file or to a printer

•Export reports in a variety of formats, including Portable Document Format (PDF), Microsoft Excel, Rich Text Format (RTF), Extensible Markup Language (XML), and Comma-Separated Values (CSV)

•Prepare custom reports using a variety of generally available third-party applications that are designed to create reports from databases

Please refer the below link for more information on Historical reporting,

If you require reports other than the system-formatted reports, you can create your own custom reports. To create custom reports, refer to Cisco Unified CCX Historical Reports Administrator and Developer Guide.

You can create your own Cisco Unified CCX historical reports and add them to the Report Type drop-down list on the Cisco Unified CCX Historical Reports main window.

When you create a custom report, you follow these general steps:

1.Use Crystal Reports, a generally available third-party application, to create and save the report.

2.Create an XML report definition file for the report.

3.Make sure that the report generates properly.

You must use Crystal Reports version 11 or 11.5 (Professional or Developer Edition) to create custom historical reports.

Please refer the below link for more information,

2. Many call centers use wallboards to display their real-time reporting status. Wallboards can display data such as available agents in CSQs, call volumes, talk times, wait times, and number of handled calls. You can enable the Unified CCX system to write Unified CCX real-time information to a database that can then be displayed on a wallboard.

Cisco Unified CCX CSQs Summary :

If checked, writes information about each CSQ to the RtCSQsSummary table in the Unified CCX database.

Cisco Unified CCX System Summary:

If checked, writes overall Unified CCX system summary to the RtICDStatistics table in the Unified CCX database.

Note : For details about the information written to the RtCSQsSummary and RtICDStatistics database tables, see the Cisco Unified CCX Database Schema Guide. Only the RtCSQsSummary and RtICDStatistics statistics tables can be used in wallboard queries. Use of historical reporting tables in wallboard queries is not supported.

Hope it helps.


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