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2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
Reporting Overview
Real-Time Reporting
Historical Reporting
Historical Reporting Data Collection
Discussion
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
Real-Time Reports
for Supervisor:
CSQ/Agent Stats
CCX (Standby)
Reporting
DB
Reporting
System Monitoring
DB
Historical Reports on
Contacts, Applications,
CSQs, Agents
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
CSQ Tree
(Skill Group)
Threshold Alert
(Enh, Prem)
Graphic Data
(Prem)
Agent Tree
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
Agent Active
Call
2010 Cisco and/or its affiliates. All rights reserved. Agent Enterprise Data Cisco Confidential 6
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
For each report, configure
Columns: which columns to display in what order
Graphical displays: bar chart, pie chart
Data refresh rate
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
View real-time reports on iPhone or iPod Touch
Dynamically respond to changing situations from any
location
Free download from Apple AppStore
Apple iPhone 3G or iPod Touch running iPhone OS
2.0 or later
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
Using Real-Time Reports To Manage System Resources
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
All Apps Loaded
on Server
Active Apps
Summary Actvity
of All Apps
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
Polling interval
Configurable: from 3 sec to 3 min
Resetting statistics
All statistics reset at 12 AM (default)
Manual reset at anytime
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
Historical Reporting
Client
Cisco Confidential 16
Supporting multiple time zones for report data
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
HR Client GUI
Report task
Report
description
Report listing
Report start/end
time
View or Schedule
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
User can select UTC time or local time
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
Manipulating Report Output
Toggle Group Help for this
Tree Report
Export:
PDF, csv,
Excel, txt, XML
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20
Common Filters:
Agent
CSQ
Team
Skill
Filter by Agent
Selected Agents
Appear on Report
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
Schedule
Report
Name
Create a
Export to Schedule
Printer / File
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23
Managing agent performance
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
Who Is Your Spotlight Agent?
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25
How Long Did Customer Wait in Queue?
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
Troubleshooting a Specific Call
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27
40 historical reports in 14 languages
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28
Which Reports
Display Calls
Dequeued?
How Is ASA
Calculated?
What is %
Service Level
Met?
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
Search for Calls Handled,
and Get a List of Reports
Which Display that Field
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31
Data overview
Contact data tables
Agent data tables
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Each call has one or more CCDRs
Contact Call Each call has a unique session ID
Detail Record
(CCDR) A call has multiple segments on transfer or redirect
Disposition on contact level: handled, abandoned,
rejected, aborted
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34
CCX Server
2
1
3 Agent Desktop
4, 5 Reporting
DB
Call is terminated
CCDR 100 0
CRDR 100 0
CQDR 100 0
ACDR 100 0
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 38
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 39
CCX Support Center
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products
_support_series_home.html
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40
Historical Reports User Guide
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact
_center/crs/express_8_0/user/guide/uccx801HRug.pdf
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 41
TOI VoDs
RT-Lite Historical Reporting TOI
https://www.myciscocommunity.com/videos/4312
Database Enhancements TOI
https://www.myciscocommunity.com/videos/4494
Historical Reporting Client TOI
https://www.myciscocommunity.com/videos/4266
All videos
https://www.myciscocommunity.com/community/partner/collaboration/co
ntactcenter?view=video
2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 43
Thank you.