1. Custom Reporting with Contact Center Enterprise
Presented by Mike Browne

2. Topics Termination Call Detail (TCD) records - basics
What we will talk about today
Termination Call Detail (TCD) records - basics
Using Termination Call Detail records to determine who hung up
CallType SkillGroup table
Cisco Unified Intelligence Center (CUIC)
Drilldowns (CallType SkillGroup example)
Graphical reports
Dashboards
Permalinks

3. TCD Basics
Termination Call Detail record basics
A TCD record is created each time a peripheral in the network terminates involvement in a call and any after call work is complete
There can be many TCD records created per call
Use the RouterCallKey/RouterCallKeyDay compound key to join together all legs of a single call
For performance reasons, none of the standard (stock) reports retrieve TCD data
To report on TCD records, extract them and load them into a custom database or use an HDS-DDS dedicated to detail based reporting
Index the custom database according to custom reporting needs

4. TCD Basics
Termination Call Detail record generation example
Call routed from CallManager to IVR based on DN and CallType
Call routed from IVR to Agent
Call is terminated at Agent answering device CM PG
IVR PG
Call leaves CM
Call trans to agent
CM/
Agent PG
Call ends
TCD #1
(on move to IVR)
TCD #3
(on agent completion)
TCD #2
(on transfer to agent)
TCD

5. Who Hung Up
Using Termination Call Detail records to determine who hung up
Call Disposition code of 52 indicates the called party disconnected

6. Who Hung Up
Router CallKeyDay
Router CallKey
Router CallKeySeq
DateTime
PeripheralCallType
Call Disposition
150200
6391 1
03/27/12 14:11:57 13 2
03/27/12 14:12:31
Caller hung up first – CVP call control leg CD set to 13 - normal call clearing

7. Who Hung Up
Router CallKeyDay
Router CallKey
Router CallKeySeq
DateTime
PeripheralCallType
Call Disposition
150200
6612 1
03/27/12 14:18:01 13 2
03/27/12 14:18:24
03/27/12 14:18:26 52
Agent hung up first – CVP call control leg CD set to 52 - called party disconnected

8. Who Hung Up
Router CallKeyDay
Router CallKey
Router CallKeySeq
DateTime
PeripheralCallType
Call Disposition
150263
4358 1
05/29/12 10:32:18 13 2
05/29/12 10:32:58 29 3
05/29/12 10:33:18
05/29/12 10:33:20 52
First agent transfers call to a second agent and the second agent hung up first – CVP call control leg CD set to 52 - called party disconnected

9. CallType SkillGroup Table
Historical CallType SkillGroup information
There is no pre-defined relationship between Call Types and Skill Groups, the relationship is created in the routing scripts
One Call Type can route to multiple Skill Groups
One Skill Group can be assigned to multiple Call Types
The CallType SkillGroup table contains the historical data of how the calls were routed and the final disposition of the calls
Answered/abandoned Interval buckets available for Skill Groups
A CallType SkillGroup report can be used to link together the Call Type and Skill Group reports via a drilldown

10. DEMO
Cisco Unified Intelligence Center (CUIC)

11. Cisco Unified Intelligence Center (CUIC)
Drilldowns
Drilldowns provide a way to link one report grid with another report grid
Requires a premium license and access to report definitions
You can create a drilldown for any field in a report that is not a grouped field
There is no limit to the number of drilldowns you can define for a field
You cannot drilldown to or from a chart or gauge or a report based on an anonymous block or stored procedure
A drilldown appears as a hyperlink on a field in the grid view
Clicking the hyperlink opens a popup where you can select the desired link

12. Cisco Unified Intelligence Center (CUIC)
How to create a drilldown - CallType SkillGroup example
Open the report definition and select the field you want to create the hyperlink on
Click Drilldowns, Create and enter a name for the drilldown

13. Cisco Unified Intelligence Center (CUIC)
How to create a drilldown - CallType SkillGroup example
Select the report to drilldown into and specify the criteria to link the reports
Matching fields in the originating report will provide a smooth transition between the reports
For this example, both the calltypeid and datetime fields are set to match the field in the originating report.

14. Cisco Unified Intelligence Center (CUIC)
How to create a drilldown - CallType SkillGroup example
The reports are now linked together via the drilldown

15. Cisco Unified Intelligence Center (CUIC)
Graphical reports
CUIC provides three types of views: grids, charts and gauges
Grids are tabular presentations of the data, charts and gauges are graphical presentations of the data – gauges display a single metric
All stock reports have one default grid view
CUIC offers three types of charts: pie, column (bar) and line
Pie charts present quantities as portions of a whole
Column (bar) charts display differences between events
Line charts display quantities over time, trends

16. Cisco Unified Intelligence Center (CUIC)
Graphical reports – a gauge example
A gauge displays a single number, that number is a footer value from one of the fields
SUM(${ServiceLevelCalls}) / (SUM(${ServiceLevelCallsOffered}) - SUM(${ServiceLevelAband}))

17. Cisco Unified Intelligence Center (CUIC)
Graphical reports – a gauge example
Create a new view to create the gauge

18. Cisco Unified Intelligence Center (CUIC)
Dashboards
Dashboards are web pages that can display reports, scheduled reports, sticky notes and web based elements such as URLs and web widgets
Gauges make good additions to dashboards because they are visual indicators that key values are within or outside of a normal range
As a best practice, create subcategories for dashboards under the main dashboards category and also create subcategories for the dashboard reports under the main reports category
Set default filters and check the bypass filter dialog check box for items placed on dashboards and save these in the dashboard subcategories
If displaying a chart or a gauge, adding a grid can also provide drilldown capabilities to the dashboard

19. Cisco Unified Intelligence Center (CUIC)
Dashboards example
Save default filters and check bypass filter dialog, then add to dashboard

20. Cisco Unified Intelligence Center (CUIC)
Permalinks
Permalinks provide the ability to run reports from outside of CUIC, the person running the report does not need to log in to the CUIC application
Provide a direct permanent content link to reports through an Excel, HTML or XML file
Default filter must be set
Bypass filter dialog must be set
Report user has access to the report through the permalink as long as the enable links check box in the view remains checked
CUIC also supports dashboard HTML permalinks

21. Cisco Unified Intelligence Center (CUIC)
Permalinks example
Permalinks for reports are available from the views editor
Permalinks for dashboards are available by right clicking on the dashboard

22. Don’t Forget to Complete Your Developer Forum Evaluation
Presentations for today’s sessions will be available shortly after the Developer Forum event, please contact the CDN Program at with any questions.
Please also remember to complete your evaluation forms and return them to Josie Garcia at the registration desk right outside session doors.