Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Quick Setup Guide
C H A P T E R
10-1
Getting Started with Cisco Unified Contact Center Express, Release 6.0(1)
10
Using Unified CCX Historical Reports
You can use a web browser to administer the Cisco CRS Engine and your Cisco CRS applications from
any computer on the network. You can use the Cisco CRS administration web interface to start and stop
the Cisco CRS Engine, configure system parameters, monitor Cisco CRS Engine activity, and view
real-time and historical reports that include total system activity and application statistics. This chapter
provides information on configuring the database connection for to facilitate historical reports and
scheduling details for users.
any computer on the network. You can use the Cisco CRS administration web interface to start and stop
the Cisco CRS Engine, configure system parameters, monitor Cisco CRS Engine activity, and view
real-time and historical reports that include total system activity and application statistics. This chapter
provides information on configuring the database connection for to facilitate historical reports and
scheduling details for users.
Note
The Unified CCX database is separate from the customer database. A customer database needs to
purchased separately and stores basic client information such as name, telephone, type, and so forth. In
order to query a database from a Unified CCX workflow, you need to have purchase premium licensing.
Refer to the
purchased separately and stores basic client information such as name, telephone, type, and so forth. In
order to query a database from a Unified CCX workflow, you need to have purchase premium licensing.
Refer to the
for the list of supported database
servers.
The Cisco CRS historical reports system is designed to provide you with information about the call
activities of your Cisco CRS system. With Cisco CRS Historical Reports, you can perform the following
functions:
activities of your Cisco CRS system. With Cisco CRS Historical Reports, you 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 Portable Document Format (PDF), Microsoft Excel,
Rich Text Format (RTF), Extensible Markup Language (XML), and comma-separated values
(CSVs).
Rich Text Format (RTF), Extensible Markup Language (XML), and comma-separated values
(CSVs).
•
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.
Warning
You cannot run historical reports using the web browser. The historical report client viewer is a
stand-alone Windows-based application. You must first download the plugin for client viewer
from Cisco CRS, install it on a client machine (on a machine other than the CRS server), and then
run reports from the client viewer. Refer to the Cisco CRS Historical Reports User Guide for
more information.
stand-alone Windows-based application. You must first download the plugin for client viewer
from Cisco CRS, install it on a client machine (on a machine other than the CRS server), and then
run reports from the client viewer. Refer to the Cisco CRS Historical Reports User Guide for
more information.
Setting up Cisco CRS for historical reporting consists of three tasks:
1.
Configuring limits for client/scheduler database connections.
2.
Specifying users who can use historical reporting.