Overview
Bucher + Suter's Reports for CUIC is an add-on to Cisco's Unified Intelligence Center offering an array of report templates which fulfill the vast majority of a contact center's reporting requirements. b+s Reports for CUIC is a complete, out of the box solution which administrators can immediately put into use without having to spend time building custom reports or customizing existing reports. It allows management to analyze every interaction across all channels and provides crucial data in a user-friendly and easy to view format.
There are two report packages available:
- Basic Reports
- CallByCall Reports
Architecture
The installation of the Reporting Interface must be done onto a separate SQL Database Server due to a Cisco requirement. It represents a complete data mart solution including a custom database "bs_Reporting", where all reporting data is stored. It holds views to access the local reporting database and the distributed Cisco database.
Historical data is frequently loaded from one or more DAWs while Real time data is converted and directly passed from its original source.
The Interfaces and Reports are separated into a Basic-Package and an optional CallByCall-Package.
Data mart functionality
The following picture shows all involved components and connections of the Reporting Interface and the Cisco database:
The Reporting Interface is defined by the Views, accessing all reporting data in a simple way.
The UCCE Views are pointed to the Cisco database and are used for loading data, accessing the Real time tables and for any ad-hoc queries. The connection is done by Linked Servers, while the server name is configured with an Alias.
Several SQL Server Agent Jobs are used to synchronize the UCCE configuration and to load and purge the historical data with their corresponding Stored Procedures.