Cisco Contact Center - Customize Reports & Queries in CUIC - UCCX

Cisco Contact Center - Customize Reports & Queries in CUIC - UCCX.

CC Customers must have an idea about How to Customize Reports & Queries in CUIC - UCCX. Our goal is CUIC Reports & Wallboards [cisco webex contact center enterprise]

For Real-time information, two tables are very important i.e.
* RtICDStatistics
* RtCsqSummary

Both the tables have real-time information about important KPI's of Contact Center. A supervisor or manager can instantly get an overview of the Overall Performance or Service Level.[cisco webex contact center enterprise]

For Historical Reporting: 

UCCX base tables are more or less the same. Here is a Golden Tip. Play with the following tables:

• AgentConnectionDetail
• ContactCallDetail
• ContactQueueDetail
• Resources
• AgentStateDetail
• ContactServiceQueue

With these tables, you can develop most of the Inbound, Outbound, CsQ, SkillGroup, CallType, DN, Campaign and Agent performance-based detailed reports on historical data of your contact center.

For referencing please consult, Cisco documentation: Cisco Documentation

For help in CUIC customization: CUIC & Wallboards

Contact Center performance Monitoring 24x7: 

Service Level is the measure of contact center productivity. It comprises Calls Offered, Calls Handled, Calls Abandoned, Call Wait-time and information about Agents. Agent State, Total Logged In, Total Logged Off and Agents in Not Ready are key KPIs to view the efficiency of Contact Center.

A customized Report or a customized Wallboard is developed using the Real Time tables (mentioned above).

How to start Reports customization in CUIC:

A database Analyst may need to join multiple other tables in order to have Historical data-based customized reports in CUIC. For Reports customization following steps are required:

1. CUIC premium license is required to customize any report.

2. Server Studio to access UCCX database

3. db_cra access with wallboard user or hr user i.e. real-time or historical reporting users.

4. Ability to write SQL according to UCCX standards or customize a Store Procedure

5. Knowledge about deploying a report definition in CUIC and Creating report

6. Making customized Value List and integrating Value list in Report Definition

All the above steps are mandatory to design a customized report. Once you are done with the above steps make sure that the CUIC version is lesser than or equal to the UCCX version [cisco webex contact center enterprise].

Also, ensure that the Destination CUIC and Source CUIC have the same version or that The source version is lesser than the target UCCX. Otherwise, reports built in one CUIC will not export to another CUIC.

General Problem During Custom Report Import:

We recently had trouble deploying a Customized report in a destination CUIC, the problem in our case was Highlighted by Cisco TAC:-

The source CUIC was pointed to UCCXb and the target cuic was pointing to the same UCCXb. SO make sure that your uccx is updated, and correct instance are connected as a Datasource with your Reporting Definition.

Sample image result after customization of a query(uccx):

For any Customization Help or Wallboard Development needs[cisco webex contact center enterprise], please see this portfolio of ReportingEngineers. 

They offer absolutely free Life Time Support for their Services. Please click the following Link to view portfolio:

Click: Reports & Wallboards

Contact: baseer.softengr@gmail.com