User Guide
Fundamentals
CUIC
The administration of CUIC incl. its users, the access permissions as well as the features that can be used by the reporting users are described in the Cisco CUIC User-Guides and for this reason not part of this document. These topics are typically part of the product training (offered and provided by b+s).
b+s Reports for CUIC
Refer to the corresponding page in the "Getting Started" section to get an overview of the product.
Base of data
Available data and their groupings
The system configuration and scripts are mainly responsible for logging data. The following picture illustrates a schema of a call flow and the involved objects, data and groupings:
The system provides data for the following main elements:
CallType: Represents the provided contact center services and measures data from system entrance until the end of after call work by agents. On the way through the system, the assigned CallType of a customer call and thereby the measurement of the call sequence usually changes several times and normally happens in the following cases:
- At the assignment of the ServiceLevel-CallType
- While transferring into another service
- For the re-routing of an unanswered call using the RONA method (without Target Requery)
SkillGroup/PrecisionQueue: Represents the Queue, whereby agents are found or where calls are queued. The same call can be “copied” into several queues. The measurement starts and ends there where a queue gets involved. A data summary can result into counting the same call multiple times.
Agent: Contains all activities within the login time like the handling of ACD calls, incoming and outgoing direct calls as well as outbound dialer calls. The measurement includes the agent state times and all task activities, where the agent was involved.
For the main elements there are the following grouping possibilities available:
Enterprise CallType: Grouping of the assigned CallType data (1:n). This grouping option is not part of the CCE system and therefore administrated within the reporting solution only.
Enterprise SkillGroup: Grouping of the assigned SkillGroup and/or Precision Queue data (1:n). This grouping option is no longer part of the CCE system with the inclusion of Precision Queues and therefor administrated within the reporting solution only.
Team: Grouping of the assigned Agent data (1:x). If an agent changes the team, also its historical data will be shown for the new team.
Logging interval data
As the main base of data, Cisco provides aggregated data on interval level. This chapter should quickly illustrate the mechanism, how data is written into interval tables.
The following sample covers the process of an answered task (call). The upper grey part represents the changing task state while the lower orange part reflects the changing agent state of the answering agent:
Data is continuously written as a summary of increments after the duration of an interval. The sample above is logged within the following intervals:
15:15 Within this interval period from 15:15:00 to 15:29:59, only the entrance of a task gets registered within the field "Offered".
15:30 Within this interval, the call gets answered and the whole waiting time including the classification of being answered within or outside of the service level threshold gets written.
15:45 Within this interval, the after call work (wrapup) ends and due to this event, the whole handling time for that call gets written.
The answer wait time and the handling time of a task is not divided into those intervals where the task was really waiting or active. Instead, the system will log the whole summary of the duration together with the corresponding task increment (Answered together with the AnswerWaitTime, Handled together with the HandleTime). This is necessary to be able to do calculations for each interval without having divisions by zero.
To calculate the Service Level, there is an extra "SLOffered" field available that is used together with the Service Level Threshold related Answered/Abandoned measurements. The difference to the normal "Offered" is that ShortCalls are ignored. Additionally, the classic RONA will always increment this field, independently from the waiting time, what will impact the Service Level negatively.
Choice of reports and data
Folder structure
The folder structure helps to separate the different kind of reportings what should give a better overview. The following CUIC report folders are in place under "BucherSuter Software":
Folder | Type of measurements |
---|---|
Basic | Folder for Basic product option |
0 Admin | Technical measurements and Reports, which are writing into the database and where the configuration can be changed. Those Reports are split up in the following subfolders: |
\0 CUIC Configuration | Reports about the configuration tables of CUIC. |
\1 Primary Queue | Administration of the PrimaryQueue mapping to CallTypes. |
\2 Enterprise CallType | Creation/Deletion of Enterprise CallTypes and administration of the CallType mapping. |
\5 SkillGroup | Administration of SkillGroup types |
\6 Enterprise SkillGroup | Creation/Deletion of Enterprise SkillGroups and administration of the SkillGroup/PQ mapping. |
\9 System | Reports to display system wide information that should only be available for administrators. |
1 CallType | Basic-Reports for CallTypes. |
2 Enterprise CallType | Basic-Reports for Enterprise CallTypes. |
3 Agent | Basic-Reports on Agent base, where individual agents are selected. |
4 Team | Basic-Reports on Agent- and Team base, where teams are selected. |
5 SkillGroup | Basic-Reports for SkillGroups and Precision Queues. |
6 Enterprise SkillGroup | Basic-Reports for Enterprise SkillGroups. |
7 Campaign | Basic-Reports for Outbound Dialer Campaigns. |
9 System | Basic-Reports to display system wide information. |
CallByCall | Folder for CallByCall product option |
0 Contact | CallByCall-Reports for customer contacts, where First CallTypes or Enterprise CallTypes are selected. |
1 CallType | CallByCall-Reports for CallTypes. |
3 Agent | CallByCall-Reports on Agent base, where individual agents are selected. |
4 Team | CallByCall-Reports on Agent- and Team base, where teams are selected. |
5 SkillGroup | CallByCall-Reports for SkillGroups and Precision Queues. |
7 Campaign | CallByCall-Reports for Outbound Dialer Campaigns. |
8 ECE | CallByCall-Reports for ECE. |
9 System | CallByCall-Reports to measure system wide information. |
Numbering of reports
The 3-digit numbers in the name of each report do represent [Category No.] [Type No.] [Object No.] and are mainly used for the alphabetical sorting. The individual numbers correspond to the following conventions:
Category No. | Category | Type No. | Type | Object No. | Object |
---|---|---|---|---|---|
0 | Contact | 0 | Detail | 0 | e.g. Report x |
1 | CallType | 1 | RealTime | 1 | |
2 | Ent. CallType | 2 | Intraday | 2 | |
3 | Agent | 3 | Interval | 3 | |
4 | Team | 4 | Daily | 4 | |
5 | SkillGroup | 5 | Interval (next 10) | 5 | |
6 | Ent. SkillGroup | 6 | Daily (next 10) | 6 | |
7 | Campaign | 7 | 7 | ||
8 | ECE | 8 | 8 | ||
9 | System | 9 | Configuration | 9 |
Selection criterias
The selection criteria within the filter of a report usually references to the first part of the name of the relevant report.
To run as an example the report "140 CallType Daily Performance" you have to select CallTypes. To run as an example the report "341 Agent CC In Daily Answer Reference" you have to select Agents.
An exception exists within the category "Contact". Here you have to select the customer contacts by its first demanded CallType or by Enterprise CallType.
Standard report view
Each report offers a view which is shown initially when running the report. This standard view can be modified within report copies by the user as per his needs.
Combination of SkillGroups and PrecisionQueues
b+s Reports for CUIC can be used for routings via SkillGroups or for Precision Routing.
"SkillGroup" means, that there are respectively "SkillGroups" and "Precision Queues" included, independently of the routing functionality. This allows reporting on both routing concepts within the same reports, so that reporting users don't need to care about it.
Precision Queues are included into the SkillGroup Value List and are shown on top, containing a prefix "*PQ." before the configured name.
Utilization of reports
From daily to interval reports
Due to performance reasons, it makes sense to use daily reports for doing the measurements or at least to start with them. Only if the time during a day gets important, you need to handle this with interval reports. You can also jump directly from daily to interval reports for analysing purposes by using the configured drilldowns.
Don’t run interval reports by selecting long periods or too many objects. This will affect the system performance for some time and mostly ends up at the limitation of 8000 records sent to the client!
The most important reports
Navigate to the "Recommended Reports" section of this documentation to find out which reports are used in almost any contact center and also perform well as an entry area for further analyses. Alternatively, use the list below to navigate directly to:
- Performance Reports
- Analysis Reports
- Precision Routing Visibility
- Callflow Analysis Reports
- Primary Queue Reporting
- Not Ready Reason Reports
- Omnichannel Reports
- ECE Reports
- GDPR-compliant Reports
- Recaller Analysis
- Searching Customer Calls
- Dashboard / Wallboard Reports
Online Template Help
The report layouts and the naming of the data fields are consistent and as simple as possible to make everything clear and to prevent some misunderstandings. Use the Question Mark button after running a report to get a detailed definition or the formulas of all fields within the report.
This functionality directly opens the help page of the corresponding report within the standard browser.
Drilldowns
Drilldowns can be configured within the Report Definition for any field and allow to open another report while using the parameters from the previous report. The benefit here is to research exactly onto the requested detail only.
Configured drilldowns (blue underlined) are only visible within report views, where detail data rows are shown. They are not present for summary rows where a grouping is in place. You will find them for example within Report "140 CallType Daily Performance" using view "# CallType - Daily":
If you select the link of a data field, you need to select to what report the drilldown should be executed into the next dialog. That's because there could be several drilldowns configured for the same field.
Use the Online Help to see for which report fields drilldowns are available and which parameters are used to open the target report.
Using b+s Value Lists in Field Filters
In some situations, it might be useful to only display certain teams or skill groups, for example in report 143 CallType Daily Answer Reference:
It is possible to set a field filter on TeamID or TeamName, if they have any similarities, for example:
- TeamID 5001 and 5002 → TeamID between 5001 and 5002
- TeamName "IT_DAB1" and "IT_DAB2" → TeamName matches "IT_DAB"
As the b+s Value Lists are also available in the field filters, it is easier to filter certain records. Simply select the ID field (for example, TeamID or SkillGroupID) and choose the teams or skill groups you want to display:
Selecting the name field (for example, TeamName or SkillGroupName) will not show the value list, as it is attached to the ID field.
Configuring Dashboards
Dashboards are normally used to combine different reports within a single view. Before a report can be included into a dashboard, it must be completely configured and ready to run with a single click. Follow these steps to do all the necessary preparations:
- Create a folder, where the dashboard reports can be saved
- Copy a report template into the folder
- Edit the report view that will be displayed, covering those steps:
- Remove columns, which should not be displayed
- Enter a reasonable font size, depending on the purpose of the display
- Rename the columns and headers to fit the font size (maybe with abbreviations)
- Configure helpful thresholds
- Specify the default filter (objects, relative date range, advanced filter)
- Activate the "Bypass Filter Dialog" setting
- Run the report and test the final settings of the specific report view
After this you can create the dashboard and adding and positioning the predefined report view.
Service / Resources comparison within Dashboards
It's very common to compare the available resources with the call volume of different areas into a single real time dashboard. There is usually no dimension available in the system that joins the area or the skill for such a comparison.
The solution here is to create the same dimension for both parts. Configure an Enterprise CallType for every area of service data and an identical Enterprise SkillGroup for agent data. Then assign the CallTypes and SkillGroups and/or Precision Queues to these areas.
Within the dashboard you can then overlap report "210 Ent. CallType RealTime Performance" and "611 Ent. SkillGroup Real Time State Counts" because they both contain the same number of rows. To have a non-technical name for the dimension or to have a specific sort order you can also use the field "Description" within both reports:
Report 611 counts an agent only once per Enterprise Skill Group even if he's working for several SkillGroups and/or Precision Queues of that group.