Reporting Guide for Cisco Unified Expert Advisor

146 Pages·2009·5.46 MB·English

Reporting Guide
for Cisco Unified Expert Advisor
Release 7.6(1)
June 2009
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Table of Contents
Preface ...........................................................................................................................................................1
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................3
Conventions................................................................................................................................................4
Obtaining Documentation and Submitting a Service Request...................................................................5
Documentation Feedback...........................................................................................................................5
Part 1. Getting Started with Expert Advisor Reporting...............................................................7
1. Creating Reporting Users and Downloading Report Templates..................................................................9
Create Reporting Users..............................................................................................................................9
Create a Reporting User in the Expert Advisor Operations Console.....................................................9
Create Users in Unified IC...................................................................................................................10
Download Report Templates....................................................................................................................11
2. Deploying Crystal Reports .......................................................................................................................13
Install the Crystal Reports Application.....................................................................................................13
Install the Informix Client Software Development Kit................................................................................13
Create an ODBC Connection...................................................................................................................14
Select a Report ........................................................................................................................................17
Specify Report Parameters......................................................................................................................19
3. Deploying Cisco Unified Intelligence Center (Unified IC)..........................................................................21
Install and Configure Unified IC................................................................................................................21
Create a Data Source...............................................................................................................................22
Import Report Templates and Set the Data Source..................................................................................23
Value Lists................................................................................................................................................24
Add Value Lists for Expert Advisor.......................................................................................................24
Assign the Value List to the Report .....................................................................................................28
Editing a Value List..............................................................................................................................28
Displaying and Refreshing Values.......................................................................................................29
Generate a Report....................................................................................................................................29
Part 2. Using Expert Advisor Reports.........................................................................................31
4. Report Templates......................................................................................................................................33
Agent Assignment Queue Report.............................................................................................................33
Agent Handle Report................................................................................................................................34
Agent Reject and Timeout Report............................................................................................................35
Agent State Summary Report..................................................................................................................35
Assignment Queue Detail Report.............................................................................................................36
Contact Detail Reports ............................................................................................................................37
Contact Media Detail Report....................................................................................................................38
5. Report Fields.............................................................................................................................................39
Alphabetical List of All Fields in the Historical Reports............................................................................39
6. Reporting Tips and Best Practices............................................................................................................45
Data Complete Message on Reports.......................................................................................................45
Data Differences in Reports with Same Time Range...............................................................................45
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Database or SQL Exceptions During Runtime.........................................................................................46
Enter Values Appears Multiple Times for Some Reporting Templates......................................................46
Contact Media Detail Report Limitations..................................................................................................47
Reporting Log Errors During Purge..........................................................................................................47
Time Synchronization and Report Completeness....................................................................................47
Timezones in the Historical Reports.........................................................................................................48
Part 3. Reporting Server Configuration and Maintenance........................................................49
7. Introduction to the Reporting Server.........................................................................................................51
Databases on the Reporting Server.........................................................................................................51
The Reporting Database.....................................................................................................................52
Reporting Data....................................................................................................................................52
Configuring the Reporting Server.............................................................................................................53
8. Reporting Configuration in the Cisco Unified Expert Advisor Operations Console...................................55
Reporting Server Configuration................................................................................................................55
Configure Reporting Server Screen....................................................................................................56
Manage Reporting Users Screens......................................................................................................57
Reporting Server: Data Purge Screen.................................................................................................59
Reporting Server: Disk Drives: Housing Database Files.....................................................................60
9. Maintaining the Historical Reporting Database.........................................................................................63
Data Retention.........................................................................................................................................63
Database Purge.......................................................................................................................................63
Backing up the Historical Reporting Database.........................................................................................64
Restoring the Historical Reporting Database...........................................................................................65
Upgrades and the Historical Reporting Database....................................................................................66
Message Buffering....................................................................................................................................66
Part 4. Reporting Views and Database Schema.........................................................................67
10. Historical Reporting Database Views......................................................................................................69
The Views.................................................................................................................................................69
ApplicationHandle View.......................................................................................................................70
CCDRApplicationAssignmentQueue View...........................................................................................70
ContactMedia View..............................................................................................................................71
ResourceAQContactOfferHandle View................................................................................................72
ResourceContactOfferHandle View.....................................................................................................72
ResourceEventDetail View...................................................................................................................73
SyncTime View....................................................................................................................................73
TempApplicationHandle View..............................................................................................................73
TempCCDRApplicationAssignmentQueue View..................................................................................74
TempResourceContactOfferHandle View............................................................................................74
Fields in Database Views.........................................................................................................................75
Determining Which Database View a Template Uses...............................................................................78
11. Historical Reporting Database Schema..................................................................................................81
Table and Field Names.............................................................................................................................81
Object Model............................................................................................................................................81
Data Structures........................................................................................................................................82
Data Types...........................................................................................................................................82
Primary and Foreign Keys...................................................................................................................83
Database Index....................................................................................................................................83
Schema Versioning...................................................................................................................................83
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Historical Reporting Detail Tables.............................................................................................................84
ContactDetail.......................................................................................................................................84
ContactDetailAttributes........................................................................................................................87
ContactSegmentDetail.........................................................................................................................88
ContactSegmentMediaDetail...............................................................................................................89
ResourceEventDetail...........................................................................................................................90
ResourceTaskDetail.............................................................................................................................91
RuntimeNodeIntervalSync...................................................................................................................93
Historical Configuration Tables.................................................................................................................94
Application (Historical Reporting)........................................................................................................95
AssignmentQueue (Historical Reporting)............................................................................................96
LastTransactionID................................................................................................................................97
Resource (Historical Reporting)..........................................................................................................98
Historical Reporting Database Server Tables.........................................................................................100
DataRetention....................................................................................................................................100
DateTrap............................................................................................................................................101
DBSpaceUsed...................................................................................................................................101
History...............................................................................................................................................102
Log.....................................................................................................................................................103
Parameters........................................................................................................................................103
PartitionInfo........................................................................................................................................103
PartitionParameters...........................................................................................................................104
PurgeList............................................................................................................................................104
ReportingDBVersion..........................................................................................................................105
Schema Field Values..............................................................................................................................105
ChangeStamp....................................................................................................................................106
Contact Detail Disposition..................................................................................................................106
Contact Detail Type............................................................................................................................107
Contact ID..........................................................................................................................................107
Contact Segment Detail State...........................................................................................................107
Contact Segment Detail Termination Code........................................................................................108
EventTypeID.......................................................................................................................................108
ICMFirstName and ICMLastName.....................................................................................................109
LastUpdated .....................................................................................................................................109
Locale ID............................................................................................................................................109
Media Direction..................................................................................................................................110
Media Status......................................................................................................................................110
Media Type.........................................................................................................................................110
OUID..................................................................................................................................................111
Presence State..................................................................................................................................111
Rule Type...........................................................................................................................................111
Task Detail Disposition.......................................................................................................................112
Unique IDs.........................................................................................................................................112
12. Cisco Unified Expert Advisor Data and Unified ICM.............................................................................113
Integration Between Cisco Unified Expert Advisor and Unified ICM......................................................113
Autoconfiguration...............................................................................................................................114
Agent States in Unified ICM and Cisco Unified Expert Advisor.........................................................115
Unified ICM Database Tables Updated by Cisco Unified Expert Advisor Events...................................116
Real Time Tables...............................................................................................................................116
Agent_Real_Time Table.....................................................................................................................116
Agent_Skill_Group_Real_Time Table................................................................................................117
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Peripheral_Real_Time Table..............................................................................................................117
Skill_Group_Real_Time Table...........................................................................................................118
Historical Tables.................................................................................................................................120
Call_Type_Half_Hour and Interval.....................................................................................................120
Peripheral_Half_Hour and Interval.....................................................................................................122
Physical_Controller_Half_Hour..........................................................................................................123
Route_Call_Detail..............................................................................................................................123
Service_Half_Hour and Interval.........................................................................................................123
Skill_Group_Half_Hour and Interval..................................................................................................124
Termination_Call_Detail.....................................................................................................................126
Agent Real Time Reports with Cisco Unified Expert Advisor Data........................................................128
Database Field Name Index .......................................................................................................................129
Index ...........................................................................................................................................................135
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List of Figures
Figure 1: Download Historical Reports Template...........................................................................................................11
Figure 2: Downloading the Informix Client SDK...........................................................................................................14
Figure 3: Selecting the Informix Driver..........................................................................................................................15
Figure 4: Completing the ODBC General Tab................................................................................................................15
Figure 5: Completing the ODBC Connection Tab...........................................................................................................16
Figure 6: Completing the ODBC Environment Tab........................................................................................................17
Figure 7: Setting the Datasource Location......................................................................................................................17
Figure 8: Database Replace With Panel...........................................................................................................................18
Figure 9: Updating Data for the Report...........................................................................................................................18
Figure 10: Updating Report Values for the Database Connection...................................................................................19
Figure 11: Entering Values for Report Date Ranges........................................................................................................20
Figure 12: Report Synchronization Message...................................................................................................................45
Figure 13: Report Synchronization Message...................................................................................................................47
Figure 14: Servers and Databases....................................................................................................................................52
Figure 15: System Management Drawer.........................................................................................................................53
Figure 16: Reporting Server screen.................................................................................................................................55
Figure 17: Configure Reporting Serv er Screen...............................................................................................................56
Figure 18: Manage Reporting Users DetailScreen..........................................................................................................58
Figure 19: Data Purge Screen..........................................................................................................................................59
Figure 20: Disk Drives: Housing Database Files Screen.................................................................................................60
Figure 21: Navigating to the Disaster Recovery System.................................................................................................65
Figure 22: Shutting Down the Reporting Server in Control Center................................................................................65
Figure 23: Determining the Database View.....................................................................................................................79
Figure 24: Database Field Name Index...........................................................................................................................83
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Preface
Purpose
This guide explains the historical reporting functionality available with Cisco Unified Expert
Advisor.
Audience
This guide is intended for reporting users who generate Cisco Unified Expert Advisor historical
reports to review the activity and performance of expert advisors and assignment queues. Super
users who configure the reporting serv er and advanced reporting users who design reports might
also find this guide helpful.
Note:
• This guide documents historical reporting only. For information on system logs and system
reports, see guides listed in the Related Documentation section.
• This document may not represent the latest Cisco product information available. You can
obtain the most current documentation by accessing Cisco's product documentation page at
this URL: http://www.cisco.com/web/psa/products/index.html
Organization
This guide is organized in three parts.
PART 1: Getting Started with Expert Advisor Reporting provides information on deploying
reporting on both the Crystal Reports and the Unified Intelligence Center reporting applications.
Part 1 has these chapters:
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Preface
Organization
Chapter Contents
Chapter 1: Creating Reporting Users and Creating reporting users to access the database
Downloading Report Templates (page 9) and to run reports.
Chapter 2: Deploying Crystal Reports (page The tasks to complete if you are using the
13) Crystal Reports application.
Chapter 3: Deploying Cicsco Unified IC (page The tasks to complete if you are using the
21) Unified IC application.
PART 2: Using Expert Advisor Reports presents the report templates and explains the data
fields that are used in those templates.
Chapter Contents
Chapter 4: Report Templates (page 33) Descibes the report templates used by both
reporting applications.
Chapter 5: Database Fields Used in Report An alphabetical list of all fields used in reports.
Templates (page 39) For each field, there is a cross-reference to the
report(s) in which the field appears.
Chapter 6: Reporting Tips and Best Practices Tips and answers to frequently-asked questions.
(page 45)
PART 3: Reporting Server Configuration provides information for super users who configure
and maintain the reporting server. It contains these chapters:
Chapter Contents
Chapter 7: Introduction to the Reporting Server The reporting server in the context of the cluster
(page 51)
The historical reporting database and reporting
data
Chapter 8: Reporting Configuration in the Downloading templates from the Tools drawer
Cisco Unified Expert Advisor operations
console (page 55) Configuring the reporting serv er and reporting
user in the System Management drawer
Chapter 9: Maintaining the Reporting Database How to purge, back up, and restore the
(page 63) reporting database
Upgrades and the reporting server
Message buffering during system failures and
database purges
PART 4: Reporting Views and Database Schema provides information for advanced reporting
users on database views, the historical reporting Database (HRDB) schema, and Unified ICM
tables that are updated by Cisco Unified Expert Advisor. Part 3 has these chapters:
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