Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Inbound Voice
Historical Reporting
Cisco Unified CCX Historical Reporting provides supervisors and administrators with information
about call, agent, and CSQ activities. Users of the Historical Reports can perform the following
functions:
about call, agent, and CSQ activities. Users of the Historical Reports can perform the following
functions:
•
View, print, and save reports.
•
Sort and filter reports.
•
Send scheduled reports to a file or to a printer.
•
Export reports in a variety of formats, including PDF, RTF, XML, and CSV.
•
Prepare custom reports using a variety of generally available 3rd party applications that are designed
to create reports from databases.
to create reports from databases.
Table 1-7 Historical Reporting Features Available in Each Cisco Unified CCX Package
Feature
Premium
Enhanced
Standard
Basic CTI. Provides a customizable enterprise
data window that is popped on the agent desktop
upon call ringing. Data within the enterprise data
window includes ANI, dialed number, and any
caller input (account number, order number, case
number, reason for calling, and so on), and details
about how long the caller interacted with the IVR,
how long the caller waited in queue, and how long
the caller spent with all other agents if this was a
transferred call.
data window that is popped on the agent desktop
upon call ringing. Data within the enterprise data
window includes ANI, dialed number, and any
caller input (account number, order number, case
number, reason for calling, and so on), and details
about how long the caller interacted with the IVR,
how long the caller waited in queue, and how long
the caller spent with all other agents if this was a
transferred call.
Note
For Cisco Unified CCX 5.0(2) and later
releases, CAD is not supported on the
Standard package, and so, the enterprise
data is only available on IP Phone Agent.
releases, CAD is not supported on the
Standard package, and so, the enterprise
data is only available on IP Phone Agent.
Included.
Included.
Included.
Advanced CTI. Advanced CTI functionality
allows call data to be passed to other
Windows-based desktop applications (for
example, CRM applications) for an application
screen pop on ringing. Passing data to other
applications is performed through keystroke
macros that are then associated with specific call
events such as call ringing or call release. With
keystroke macros and HTTP put/get commands,
no programming is required to develop a screen
pop application.
allows call data to be passed to other
Windows-based desktop applications (for
example, CRM applications) for an application
screen pop on ringing. Passing data to other
applications is performed through keystroke
macros that are then associated with specific call
events such as call ringing or call release. With
keystroke macros and HTTP put/get commands,
no programming is required to develop a screen
pop application.
Included.
Premium
package adds
support for
using data from
supported
databases using
workflow-
based SQL
queries.
package adds
support for
using data from
supported
databases using
workflow-
based SQL
queries.
Included.
Enhanced
package adds
support for
using data from
XML data
sources.
Database
integration is
not supported.
package adds
support for
using data from
XML data
sources.
Database
integration is
not supported.
Not available.