Document Number: Page 1 of 29

00251

Document Title:
CUIC Historical Reporting User Guide
Authors: Jeff Lee Current Version: 1.0 Date: 10/14/17
Nadine Terrell

CUIC Historical Reporting - End User Guide

CONTENTS

LOGIN 3
LOGOUT 4
OVERVIEW 5
RUNNING REPORTS 6
SCHEDULING REPORTS 9
CREATING AND SCHEDULING DASHBOARDS 12
REPORT DESCRIPTIONS 18
GLOSSARY AND REPORT DEFINITIONS 22
DATA RECONCILIATION AMONG REPORTS 27

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Login
1) To connect to the new Historical Reporting Application (CUIC) enter one of the
following:
If your call center is on the campus go to:
https://us-uoc-campuccx-c01.uchicago.edu:8444/cuic/Login.htmx or
https://us-uoc-campuccx-h02.uchicago.edu:8444/cuic/Login.htmx into your
web browser.
If your call center is on the medical center go to:
https://us-uoc-uccxmed-h01.uchicago.edu:8444/cuic/Login.htmx or
https://us-uoc-uccxmed-h02.uchicago.edu:8444/cuic/Login.htmx into your web
browser.
Below is the login page. Enter your Username and Password (this is the
Historical Reporting ID you have used in the previous version). Then click on the
“Log In” button:

2) Below is the default page you will see once you are logged in:

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4
Logout
To logout from the historical reporting go to the top right of the default page. Then
click on the “Log Out”

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Overview
The following is an explanation of the overview.
1. Overview button. It will take you to the home page.
1a) This is where you will see your button selection displayed.
2. Dashboard button. This will take you to the dashboard page where you can
create, edit, save, and share dashboards you have control of.
3. Report button. This will take you to the reports page where you can run,
schedule, email, export, edit, and configure custom reports.
4. Data Sources button. This will take you to the data sources page where you
can see which database(s) are configured.
5. Value List button. This will take you to the value list page where you can
create, edit, and view the current values. This is for users who understand
SQL queries.
6. Security button. This will take you to the security page where you can view
the current user list and permissions they have in CUIC. Only VoIP Engineers
have access to alter user accounts and permissions.
7. Scheduler button. This will take you to the schedule page where you can
create, edit, delete, enable, disable, and run scheduled reports.
8. This is where any open tabs will show up. You can click on the one you want
to make it active.

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Running Reports
Purpose
This section will show you how to run historical reporting in the Cisco Unified
Intelligence Center environment (referred to as CUIC).

1) To run a historical report click on the “Reports” button in the left column [1]. As
you can see below [2] is the current tabs opened in your session. Drill down to
[3] to open “Inbound” reports. This is the collection of all stock reports [4] that
you have access to:

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2) Find the report you want to run and right-click on it [1]. Select “Run” from the
menu [2] and your report options will open up in another tab:

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3) Below are your reporting options. In box [1] you can choose the interval
parameter. Relative Date Range can be for “Today, Yesterday, etc. This is the type
of range you want to use for scheduled reports because it is not tied to a specific
date, it is a recurring date range. Select the “Relative Date Range” you want and
then select the time range for start on the left and end on the right.

Choose Absolute Date Range if you want a specific time and date range for a
report. This option is going to ask for a start and end date as well as a start and
end time.

In box [2] you can choose the available Call Service Queues (CSQ) that you want
to see in the report. Click on the CSQ and use the single arrow [3] to move it to
the “Selected” box. Note: you can use Shift + left mouse click to select a range of
CSQ’s or Ctrl + left mouse click to individually select multiple CSQ’s and then use
the double arrow [3] to move multiple CSQ’s to the “Selected” box.

Once you have the options set click on “Run” [5] to run the report.

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4) Below is a CSQ Agent Summary Report for the Voip TEST CSQ:

5) The following is an explanation of the report.

1. This is the “Save” button. You cannot save over an existing stock report.
2. This is the “Save As” button. You can save this as a custom report so you can
edit, run, or view it at a later time.
3. This is the “Edit” button. You can only edit custom reports.
4. This is the “Print” button. This will allow you to print the current report.
5. This is the “Filter” button. This will allow you to change the report
parameters.
6. This is the “SQL” button. This will show you the current reports SQL query.
7. This is the “Refresh” button. This will refresh the current report.
8. This is the “Pop Out” button. This will open the current report in its own
window showing just the report.
9. This is the “Export” button. This will allow you to export the report in
Microsoft Excel format.
10. This is the report area. It will show all the requested data.
11. This is the current type of report view. Depending on the report you will see
different types of views for the report. This could be charts, graphs, as well as
reports.

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 6) Now that you have the type of report you want, click on the “Save As” button
and fill out the information as below:

Make sure you choose the Custom folder destination for the “Report
Category”.

You have now saved a custom report that you can run on a regular basis (just change
the filter to the date and time you need).

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Scheduling Reports
Purpose
This section will show you how to use the Cisco Unified Intelligence Center (CUIC)
portal to schedule and email reports.

1) Once logged into the CUIC portal choose “Scheduler” from the drawer [1] on the
left pane. To create a scheduled report click on “Create” using either button [2].

2) From the General Settings tab enter a name for your scheduled report [1]. Select
the type of report [2] you want. Check the “Set Filter” box [3] and then click on
the “Set filtering criteria” [4] if you don’t want to use the default filter. Set the
duration for the scheduled report [5], the recurrence [6], and the frequency [7]
of the scheduled report.

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3) Go to the “Email” tab [1] and click on the “Add” button [2]. In the window enter
the email address you want to send the report to then click “OK”. You can add
multiple email addresses by using the “Add” field for each addressee. Select the
“View” [3] and change the Email Subject [4] if you want. Set the “Email File Type”
to either inline HTML, XLS (zipped), or PDF and choose the “Orientation” [5].

4) Once you click on the “Save” button you will be brought to the Schedule List. You
can check the status of the scheduled report, when it was last run, whether or not
it was successful, edit the schedule, or enable and disable it from here. It may
take a few minutes for the server to let you know the report was run.

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Creating and Editing Dashboards
Purpose
This section will show you how to create and edit dashboards in the Cisco Unified
Intelligence Center (CUIC).

1) Once logged into the CUIC portal choose “Dashboards” from the drawer [1] on
the left pane. A new tab [2] will open up and show you the available dashboards.
Right-click on “Dashboards” [3] and select “Create Dashboard” [4] from the drop
down menu.

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2) Type in a name for your dashboard [1]. And then click on “OK” [2].

3) Your new dashboard will now show up in the list. You can click on it in the tab
list or from the drawer on the left pane to open it.

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4) To create items for your dashboard click on the “Add” button.

5) Give your dashboard a name [1]. Choose the item type [2] from the drop down
menu. You can adjust the size and location of the item [3] (you will be able to re-
size and relocate the item once it is on the dashboard). The content menu will
change depending on which item you choose to display [4], and this is where you
choose the content. Once you are finished click on “OK” [5] to create the
dashboard item.

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Here is the list of dashboard types from the drop down menu:

6) If you have chosen a Report you will get the below window. Configure the
“Interval” [1] and select the parameters [2] and then click on the “Run” button
[3].

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7) Your new dashboard item will show up in the dashboard view. Make sure you
click on “Save” [1] so your new item will be there every time you open up the
dashboard. You can click on “Pop Out” [2] to open the dashboard in a window
that only shows the dashboard itself. You can check or un-check the “Auto
Refresh” to automatically refresh the data. If you want to edit, minimize or close
the current item you can click on the icons [4].

8) To create a “Sticky note” click on the “Add” button in you dashboard. Type in a
name for it [1], select “Sticky Note” [2] from the drop down menu and fill in the
content [3]. You can resize the note using [4]. Once you are done click on “OK” [5]
and your note will show up on your dashboard.

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9) Once your note is on the dashboard you can edit, minimize, or close it using [1].
To resize it (or any item on the dashboard) you can use the lower right handle
[2]. You can move the items by dragging the title bar as you would any window.

NOTE: Make sure to save your dashboard each time you make a change!

You now are able to return to this dashboard at any time to view it.

Report Descriptions
Note1: Charts must be generated separate from the report.
Note2: Interval reports do not have a grand total.

Abandoned Call Detail Activity Report provides information about calls that
are abandoned during the report period. This report shows detailed
information about each abandon call. A call is abandoned if it is not answered
by an agent and the caller hangs up or is disconnected.

Agent Call Summary Report shows a summary of the calls that an agent makes
and receives during the report period. This report shows, for each agent
specified, summary information about each call that was received (an inbound
call) and each call that was made (an outbound call) by the agent. For
inbound ACD calls, this report shows the average time that the agent spent in
Talk state, Work state, and on hold. For non-ACD calls, this report shows the
average and maximum talk time for the agent. For outbound calls, this report
shows the average and maximum call time for the agent. This report also
shows the number of calls transferred to the agent and transferred out (to

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 another telephone number or another agent) by the agent, and the number of
conference calls in which the agent participated.

Agent Login Logout Activity Report shows detailed information about the login
and logout activities of each agent. This report contains detailed information
about the login and logout activities of agents. For each agent, it shows the
login date and time and the logout date and time for each login session during
the report period, and the reason code that an agent entered when logging
out. This report also shows the duration of each login session, and the total
login time for all login sessions.

Agent State Detail Report shows information about the time each agent went to
and spent in an agent state, and the reason why the agent went to Logout
state or went to Not Ready state during the report period. This report shows
detailed information about when the agent changed from one state to
another. For each agent specified, this report shows the date and time of each
state change, the name of the state changed to, the reason code, if any, for the
change to Logout state or Not Ready state, and the length of time spent in
each state.

Agent State Summary Report (by Agent) shows information about the length
and percentage of time that agents spent in each agent state, grouped by
agent name. This report shows, for each agent specified, the length and
percentage of time that the agent spent in each of the following agent states:
Not Ready, Ready, Reserved, Talk, and Work. This report also shows the total
length of time that each agent was logged in.

Agent State Summary Report (by Interval) shows information about the length
and percentage of time that agents spent in each agent state, grouped by 30-
or 60-minute intervals within the report period. In this case, the report will
include a summary line for each interval that shows the length and
percentage of time that all agents spent in each of the agent states during the
interval.

Agent Summary Report shows summary statistics about the activities of each
agent, including call and agent state activities.

Application Performance Analysis Report shows summary information about

calls received by each ACD or IP IVR (menu options) application. This report
shows information about calls presented to, handled by, and abandoned from
each ACD or IP IVR (menu options) application.

Application Summary shows summary call statistics for each ACD or IP IVR
(menu options) application. This report includes information for presented,

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 handled, abandoned, flow-in, and flow-out calls. It also includes information
about call talk time, work time, and abandon time.

Common Skill Contact Service Queue Activity Report (by Interval) shows
the contact service queue activity during the report period, grouped by intervals.
The CSQs are configured with the same skill and are summarized. This report
shows summary information about calls presented, calls handled, and calls
abandoned for each group of CSQs. (Such a group consists of CSQs that are
configured with the same skill or skills and with difference competence levels.)

Contact Service Queue Call Distribution Summary Report shows the call
distribution information for each contact service queue. This report shows
the number and percentage of calls handled and dequeued in four different
time intervals. The time interval lengths can be configured by users.

Called Number Summary Activity Report shows the called number summary
activity during the report period. It includes information for calls to ACD and
IP IVR (menu options) applications and for calls to agents. The report as no
filter and displays call activity for all numbers associated with a CSQ and all
lines listed on an agent phone. It shows information about each number
dialed by an inside or outside caller.

Contact Service Queue Activity Report shows the contact service queue
activity during the report period. This report shows a summary of calls
presented to, handled by, abandoned from, and dequeued from each CSQ. It
also shows calls handled by workflows in other CSQs, and average and
maximum time information for calls handled, calls abandoned, and calls
dequeued.

CSQ-Agent Summary Report displays the statistics for the calls that are handled
by agents for each CSQ. An agent can handle calls for multiple CSQs. This
report shows, for each agent, information about calls handled in each CSQ.
For each agent, the report includes the average and total talk time for handled
calls, average and total work time after calls, total ring time of calls presented,
number of calls put on hold, average and total hold time for calls put on hold,
and number of unanswered calls.

Contact Service Queue Activity Report (by CSQ) shows the contact service
queue activity during the report period, grouped by CSQs. This report shows
information about service levels, and about the number and percentage of
calls presented, handled, abandoned, and dequeued. It also can show
information for each 30-minute or 60-minute interval within the report
period.

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Table of Schedule Types

Glossary and Report Definitions

ACD Conference – The total number of inbound ACD conference calls in which the
agent participated.

ACD Transfer-In – The total number of ACD calls transferred to the agent.

ACD Transfer-Out – The total number of ACD calls transferred out by the agent.

Agent Name (Agent_ID) – Agent name is the name of the agent, if any, who was
presented with the call before the call was abandoned. The string in parentheses
displays the login ID of the agent.

Agents – An agent is the person who handles incoming customer calls for a business
unit. A call center agent might handle account inquiries, appointment scheduling,

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customer complaints, or support issues. An agent can answer can answer calls for
different CSQs at different skill level, but can only be assigned to one team.

Agent State – The state of the agent (Login, Logout, Not Ready, Ready, Reserved,
Talk, or Work).

Application – An application is the ignition, which starts and stops the Contact
Service Queue (CSQ) or menu selection where callers route to phone numbers or a
CSQ. Application reports provide statistics for call flow through this component.

Application ID – The identification number that the system assigned to the

application.

Automatic Call Distributor (ACD) – Automatic call distribution or ACD is the

automated process of a call center that manages incoming calls and direct calls to
agents based on a set of instructions and the number called.

Avg Speed Answer – Average speed to answer is calculated as queue time divided by
number of calls. Calls that do not connect to an agent are not included in this
calculation.

Average Time to Abandon – Time to abandon is the duration from the time when the
call comes to the system until the time when the call is abandoned. Average time to
abandon is the average value for the calls abandoned during the report range.

Call ANI – Call automatic number identification or ANI is the telephone number that
the caller is calling from.

Call Center – A call center is a centralized office where customer and other calls are
managed.

Call Abandon Time – Call abandon time is the date and time the call was abandoned.

Calls Abandon – Calls abandon are those contacts who hang before being routed to
and answered by an agent.

Calls Dequeued – Calls dequeued are calls transferred from the queue to another
phone number or calls handled by another CSQ, such as call overflow.

Calls Handled – Call handled are the calls “answered” or “processed” by the
application, such as transfers to other number numbers in menu selections.

Called Number – Called number is the telephone number that the caller dialed.

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Calls Presented – Calls presented is the count of inbound calls to the application or
CSQ or to an agent. These calls can be direct dials, transfers, or overflow from
another CSQ.
Report formula is Calls Presented = Calls Dequeued + Calls Answered + Calls
Abandon + Calls Handled.

Calls Routed CSQ – Calls routed CSQ is the name of one of the CSQs to which the call
was queued. Displays ‘…’ to indicate there are more than one CSW to which the call
was abandoned.

Call Skills – The skills groups associated with the CSQ where the call was routed or
handled. A call is handled if a caller is connected to an agent.

Call Start Time – Call start time is the date and time that the call started.

Call Type – Call types are Inbound ACD, Inbound non-ACD, Outbound on agent line
(IPCC), Outbound on non-agent line (non-IPCC), Transfer-In, Transfer-Out, and
Conference.

Contact – A contact is someone who calls or contacts a call center.

Contact Service Queue – A contact service queue or CSQ is the brains behind the ACD
operation. A CSQ is a set of instructions for call rerouting through the queue and to
the agents. CSQ reports provide statistics for call routing through this workflow
script.

Directory Number (DN) – DN or directory number is the telephone number of the

caller.

Extension or Extension IPCC / Non-IPCC – Extension IPCC is the ACD agent line
assigned to the agent during the report period. Non-IPCC is the non-ACD agent
extension. If the number of calls to/from the non-IPCC extension is zero, then this
field is blank.

Final Call Priority – Final call priority is the priority (from 1 for lowest to 10 for
highest) of the call when it was abandon.

Flow-In – The number of calls redirected to this application from another

application via a workflow. This count does not include calls that come from
another agent or an external system such as a voice mail system.
Flow-Out – The number of calls that this application sent to another application or
external destination without being handled by an agent.

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Handle Ratio – The number of calls that the agent handled (answered) divided by
the number of calls presented (sent) to the agent.

Hold Time – Hold time is the total time an ACD call was on hold.

Inbound ACD-Total – The total number of ACD calls received by the agent.

Inbound ACD-Avg Talk / Hold / Work – Statistic for ACD calls received that shows
the average time that the agent spent in Talk state, on hold, and in Work state.

Inbound Non-ACD on IPCC-Total – The total number of non-ACD calls received by

the agent on the IPCC or agent extension. This number includes calls made by other
agents and by outside parties.

Inbound Non-ACD on IPCC-Avg / Max Talk Time – Statistic for non-ACD calls
received on the IPCC or agent extension that shows the average time that the agent
spent talking, and the longest time that the agent spent talking for any one call.

Inbound Non-ACD on non-IPCC-Total - The total number of non-ACD calls received

by the agent on the non-agent extension. This number includes calls made by other
agents and by outside parties.

Inbound Non-ACD on non-IPCC-Avg / Max Talk Time – Statistic for non-ACD calls
received on the non- agent extension that shows the average time that the agent
spent talking, and the longest time that the agent spent talking for any one call.

Initial Call Priority – Initial call priority is the priority (from 1 for lowest to 10 for
highest) that the ACD workflow assigned to the call when the call was received. All
calls start with a default priority of 1, unless a different priority is set in the ACD
workflow.

Login Time – The date and time that the agent logged in to the ACD system.

Logout Time – The date and time that the agent logged out of the ACD system.

Logout Reason Code – The selected reason why the agent logged out of the ACD
system.

Logged-In Duration – The elapsed time between login Time and Logout Time.

Other CSQs – The name of one of the CSQs to which the call was queued. Displays
‘…’ to indicate there are more than one CSQ to which the call was queued.

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Outbound on IPCC-Total – The total number of calls made by the agent from the
agent extension. This number includes calls attempted and calls connected.

Outbound on IPCC-Avg / Max Call Time – Statistic for outbound calls on the agent
extension that shows the average call time and the longest call time. Call time starts
when an agent goes off-hook for a call and ends when the call terminates.

Outbound on non-IPCC-Total – The total number of calls made by the agent from the
non-agent extension. This number includes calls attempted and calls connected.

Outbound on non-PCC-Avg / Max Call Time – Statistic for outbound calls from the
non-agent extension that shows the average call time and the longest call time. Call
time starts when an agent goes off-hook for a call and ends when the call terminates.

Ring-No-Answer (RNA) – Ring-no-answer or RNA is the number of calls that were

connected to the agent but that agent does not answer.

Skill Group – A Skill Group is a set of agents with the same skill sets. Skill Groups are
also used for skills-based routing to direct a particular type of call to a single agent
of group of agents with the appropriate skills sets to address the caller’s needs
effectively at the first contact.

Service Level – Service level is the designated responsiveness to customer contacts.

The specific definition is X percent of all contacts are answered in Y seconds. We
use the industry standard, which is 80% of all telephone calls are answered within
20 seconds.

State Transition Time – The date and time the agent went to the state shown in the
corresponding Agent State field.

Talk Time – Talk time is the elapsed time between the time an agent connected to
the call and the time the call was disconnected or transferred, not including hold
time. For non-ACD calls, the duration of the entire call, if the call was answered.

Team – A team is an agent or a group of agents assigned to answer calls for CSQ(s)
and managed by a supervisor.

Total Inbound – Total number of calls received by the agent (equals inbound ACD
calls + inbound non-ACD calls).

Total Ring Time – Time that elapsed between the time that a call rang at the agent
desktop and the time that the calls was answered by an agent, presented to another
agent (if the first agent did not answer the call or let it go ring-no-answer), or
disconnected. This field is blank if the call was not presented to any agent.

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Work Time – Work time is the amount of the time that an agent spent in work state
after the ACD call.

Data Reconciliation Among Reports

Abbreviations Meanings:
•ACDR—AgentConnectionDetail record
•ASDR—AgentStateDetail record
•CCDR—ContactCallDetail record
•CQDR—ContactQueueDetail record
•CRDR—ContactRoutingDetail record

Q. Why does the Detailed Call by Call CCDR Report show more handled calls
than the CSQ reports?
A. The CSQ reports show calls that are handled by agents after the calls are
queued for a CSQ. The Detailed Call by Call CCDR Report shows those calls and
calls that are marked as handled by a workflow script before they are queued for
a CSQ.

Q. Why does the Application Performance Analysis Report show more calls
presented, handled, and abandoned than the CSQ Reports?
A. Calls that are hung up before being queued for any CSQ may be marked as
handled or abandoned (depending on the workflow and on when they hung up).
Such calls do not have CRDRs or ACDRs and will not be counted on CSQ reports
or Agent reports. (These calls will be counted in the Application Performance
Analysis Report because the calls entered an application.)

Q. How can calls that were presented to an agent but were not answered be
identified?
A. To identify such calls, search for ACDRs with talk time equal to zero. In
addition, the CSQ-Agent Summary Report shows the total number of RNAs (ring
no answers) for each agent and for each CSQ. On the Agent Summary Report,
Calls Presented minus Calls Handled is the number of calls that went RNA.

Q. Why is the total number of calls in the Calls Handled field in the Contact
Service Queue Activity Report lower than the number in the Calls Handled Field
in the Agent Summary Report?
A. The CSQ reports, including the Contact Service Queue Activity Report, report,
show activity at the CSQ level. The agent reports, including the Agent Summary
Report, shows activity at the agent level.

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 Q. Why do the Agent Summary Report, Contact Service Queue Activity Report,
and Application Performance Analysis Report show different values for calls
presented?
A. The Application Performance Analysis Report shows the highest number of
calls presented because some calls were terminated before they were queued.
Such calls do not have CRDRs (because they were not queued) and are not
counted on the Contact Service Queue Activity Report. These calls also do not
have ACDRs and are not counted on the Agent Summary Report.

The Agent Summary Report shows more calls presented than the Contact Service
Queue Activity Report because the same call was queued to a certain CSQ but
presented to multiple agents (because an agent did not answer). Such calls are
counted once for the Contact Service Queue Activity Report but counted once for
each agent involved for the Agent Summary Report.

Q. Why is the number of abandoned calls in the Abandoned Call Detail Activity
Report higher than the number of abandoned calls in the Contact Service Queue
Activity Report?
A. Some calls shown in the Abandoned Call Detail Activity Report were
abandoned before they were routed to a CSQ (these calls have a blank Call
Routed CSQ field), so they are not counted for any CSQ. The Contact Service
Queue Activity Report shows calls that were abandoned while they were queued
for a CSQ.

Q. Why are values for Calls Dequeued different on the Contact Service Queue
Activity Report (by CSQ or by Interval) and the Contact Service Queue Activity
Report?
A. Each report uses a different formula to calculate Calls Dequeued.

Q. Why does the Talk Time field in the Agent Summary Report show 0 but the
Talk Time field Agent Detail Report show another value?
A. The Agent Summary Report shows ACD calls only, but Agent Detail Report
shows ACD and IVR calls. The IVR calls do not appear on Agent Summary Report.

Q. What can cause a discrepancy between historical reporting and Agent

Desktop reports?
A. Historical reporting tracks statistics for the entire call handled by specially
those handled by more than one agent. The Agent Desktop reports shows
statistics for that agent only.

Q. If an agent uses a unique reason code when going to Not Ready state to make
outbound calls, why does the Agent Not Ready Reason Code Summary report

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 show a different duration for that reason code than the Agent Detail report
shows for the duration of outbound calls for the agent?
A. If the agent does not spend the entire duration of time in Not Ready state with
the unique reason code making outbound calls, the sum of the duration of
outbound calls will be less than the duration spent in Not Ready state with the
unique reason code.

Revision History

Date Version Updated By Change Details Approver

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