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Preface • Change History, on page v • About This Guide, on page v • Audience, on page vi • Conventions, on page vi • Related Documents, on page vii • Documentation and Support, on page viii • Documentation Feedback, on page viii Change History This table lists changes made to this guide. Most recent changes appear at the top. Date See Change January 2020 Initial Release of Document for Release 12.5(1) Preface >> Related Documents Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP). Create Custom Reports>>Overview Create Custom Reports>>How to Create Custom Reports You can now create custom reports without installing Standalone Unified Intelligence Center. About This Guide The Cisco Unified Contact Center Express Report Developer Guide describes how database records are written for various call, chat, and email scenarios in Cisco Unified Contact Center Express (Unified CCX). It describes how to create custom reports from Cisco Unified Intelligence Center that is embedded with Unified CCX. Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) v

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Audience This document is intended for Unified CCX users who use Unified Intelligence Center to create custom reports. Conventions This manual uses the following conventions. Description Convention Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example: • Choose Edit > Find • Click Finish. boldface font Italic font is used to indicate the following: • To introduce a new term. Example: A skill group is a collection of agents who share similar skills. • For emphasis. Example: Do not use the numerical naming convention. • An argument for which you must supply values. Example: IF (condition, true-value, false-value) • A book title. Example: See the Cisco Unified Contact Center Express Installation Guide. italic font Window font, such as Courier, is used for the following: • Text as it appears in code or information that the system displays. Example: <html><title> Cisco Systems,Inc. </title></html> • File names. Example: tserver.properties. • Directory paths. Example: C:\Program Files\Adobe window font Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) vi Preface Audience

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Description Convention Nonquoted sets of characters (strings) appear in regular font. Do not use quotation marks around a string or the string will include the quotation marks. string Optional elements appear in square brackets. [ ] Alternative keywords are grouped in braces and separated by vertical bars. { x | y | z } Optional alternative keywords are grouped in brackets and separated by vertical bars. [ x | y | z ] Angle brackets are used to indicate the following: • For arguments where the context does not allow italic, such as ASCII output. • A character string that the user enters but that does not appear on the window such as a password. < > The key labeled Control is represented in screen displays by the symbol ^. For example, the screen instruction to hold down the Control key while you press the D key appears as ^D. ^ Related Documents Link Document or Resource https://www.cisco.com/en/US/products/sw/custcosw/ps1846/ products_documentation_roadmaps_list.html Cisco Unified Contact Center Express Documentation Guide https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_ products_support_series_home.html Cisco Unified CCX documentation https://www.cisco.com/en/US/products/ps9755/tsd_products_ support_series_home.html Cisco Unified Intelligence Center documentation https://www.cisco.com/en/US/products/ps11324/tsd_products_ support_series_home.html Cisco Finesse documentation https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_ products_support_series_home.html Cisco Customer Collaboration Platform documentation From Unified CCX Release 12.5(1), CCP documents are available in the Cisco Unified CCX documentation folder. Note Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) vii Preface Related Documents

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Link Document or Resource https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_ system/virtualization/ virtualization-cisco-unified-contact-center-express.html Cisco Unified CCX Virtualization Information https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/ products-device-support-tables-list.html Cisco Unified CCX Compatibility Information Documentation and Support To download documentation, submit a service request, and find additional information, see What's New in Cisco Product Documentation at https://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html. Documentation Feedback To provide your feedback for this document, send an email to: contactcenterproducts_docfeedback@cisco.com Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) viii Preface Documentation and Support

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C H A P T E R 1 Introduction • Overview, on page 1 • Common Terms, on page 2 Overview Cisco Unified Intelligence Center is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Historical, Real-time, and Live Data reporting and dashboards. Unified Intelligence Center serves the following primary purposes: • Obtains data from the base solution's database. The base solution can be any of the Contact Center products. • Allows you to create custom queries to obtain specific data. • Customizes the visual presentation of the reports. • Customizes the data presented in the reports. • Allows different groups of people to view specific data based on their roles. As a reporting user, you can use the new Unified Intelligence Center page to perform the following tasks: • Create, edit, and manage Dashboards. • Create, edit, run, and manage Reports. • Filter data in a report. • View permalink for Dashboards and Reports. • Set sharing permissions for Dashboards and Reports. • Select locale for the Unified Intelligence Center. • Search for Dashboard and Report. • Mark Dashboards and Reports as favorites. • View the personal list of favorites for Dashboards and Reports. • Schedule reports to run at selected intervals. Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 1

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• Creating and viewing; • Report Definitions • Data Sources • Value Lists and Collections • Users and Permissions (Security) Common Terms Data Source Data source defines the sources that contain data for the report. Unified Intelligence Center supports two types of data sources: IBM Informix (Historical Reports) and Streaming (Live-Data Reports). Data sources are preconfigured for you. Additional data sources are not supported. Note Report Definition Each report has a report definition that represents how data is retrieved from the data source for that report template. In addition, a report definition contains the dataset that is obtained. This includes the fields, filters, formulas, refresh rate, and key criteria field for the report. Reports Reports show data returned by Report Definitions. This data is extracted by database queries. Stock Report Report that is pre-bundled in Unified Intelligence Center. Report Views A report can be presented in multiple formats like a grid, chart, or a graph and gauge. Each view can have its own set of fields. A single report can have multiple views. Report Help You can attach a help page specifically for your report. Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 2 Introduction Common Terms

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C H A P T E R 2 Create Custom Reports • Overview, on page 3 • How to Create Custom Reports, on page 3 • Create Unified CCX Data Source, on page 4 • Create Custom Stored Procedure, on page 5 Overview You can create new reports with the Unified Intelligence Center that is embedded with Unified CCX. To create new custom Historical reports, you need not install a Standalone Unified Intelligence Center. How to Create Custom Reports The following table describes the task flow to create a new Historical report: Table 1: Task Flow to Create Custom Reports Reference Where performed Task Sequence See Create Unified CCX Data Source, on page 4. See the "Standalone Cisco Unified Intelligence Center Configuration" section of the Cisco Unified Contact Center Express Administration and Operations Guide , located at: https://www.cisco.com/en/US/products/sw/custcosw/ ps1846/products_installation_and_configuration_ guides_list.html. This is an optional step and is required only when Standalone CUIC is being used to create the custom reports. Note Standalone Unified Intelligence Center Create Unified CCX datasource 1 See Create Custom Stored Procedure, on page 5. Unified CCX Create custom stored procedure 2 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 3

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Reference Where performed Task Sequence See the "Create or edit report definitions" section of the Cisco Unified Intelligence Center Report Customization Guide, located at: https://www.cisco.com/en/US/products/ps9755/ products_user_guide_list.html . Unified Intelligence Center embedded in Unified CCX Create report definition 3 See the "Export reports, report definitions, and categories" section of the Cisco Unified Intelligence Center Report Customization Guide, located at: https://www.cisco.com/en/US/products/ps9755/ products_user_guide_list.html . Unified Intelligence Center embedded in Unified CCX Export custom report 4 See the "Import Reports" section of the Cisco Unified Contact Center Express Report User Guide, located at: https://www.cisco.com/en/US/products/sw/custcosw/ ps1846/products_user_guide_list.html. Unified Intelligence Center embedded in Unified CCX Import custom report to Unified CCX 5 See the "Manage user permissions" section of the Cisco Unified Contact Center Express Administration and Operations Guide , located at: https://www.cisco.com/en/US/products/sw/custcosw/ ps1846/products_installation_and_configuration_ guides_list.html. Unified Intelligence Center embedded in Unified CCX Set permissions to the new custom report 6 Create Unified CCX Data Source Create a Unified CCX data source on the Standalone Unified Intelligence Center server that points to the Unified CCX server. Do not create a data source in the Unified Intelligence Center that is bundled with Unified CCX. This scenario is not supported. Note Procedure Step 1 Set the password for the Historical Reporting User. a) Log in to Cisco Unified Contact Center Express Administration using the Unified CCX username and password. b) Select Tools > Password Management. c) In the Historical Reporting User field, set the password, and click Save. Step 2 Record settings of the existing Unified CCX data source. Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 4 Create Custom Reports Create Unified CCX Data Source

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a) Log in to Unified Intelligence Center on the Unified CCX server. b) In the left pane, click Data Sources. The Data Sources page opens in a separate tab in the right pane. c) Select the Unified CCX data source and click Edit. d) Record the settings in the page so that you can refer to this data later. Step 3 Configure a data source on the Standalone Unified Intelligence Center server to point to the Unified CCX server. a) Log in to the Standalone Unified Intelligence Center using credentials that has report designer permissions. b) In the left pane, click Data Sources. c) Click Create to create a new data source. d) Set the parameters as per the settings you recorded in Step 2d. The database user name should be uccxhruser and the password should match the password you set in Step 1c. Note e) Click Test Connection and verify the settings. If an error is prompted, verify that the settings are correct and try again. Tip Create Custom Stored Procedure Perform the following steps for both Unified CCX nodes, if applicable. Note The Unified CCX database schema details are described in the Database Schema Guide for Cisco Unified CCX and Cisco Unified IP IVR, located at: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/ products-technical-reference-list.html. Procedure Step 1 Connect to the db_cra database using the uccxhruser username and password. Step 2 Create a stored procedure using third-party tools such as SQuirrel SQL Client and AGS Server Studio. Step 3 Assign execution privileges for the stored procedure to uccxHrUserRole using the following command: Example: grant execute on <your procedure name> to 'uccxHrUserRole'; What to do next See the task flow table in How to Create Custom Reports, on page 3. Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 5 Create Custom Reports Create Custom Stored Procedure

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Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 6 Create Custom Reports Create Custom Stored Procedure

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C H A P T E R 3 Interpret Database Records • Overview, on page 7 • Call Scenarios, on page 7 • Chat Scenarios, on page 23 Overview The following abbreviations are used for database records: • ACDR—AgentConnectionDetail record in the AgentConnectionDetail table. • ASDR—AgentStateDetail record in the AgentStateDetail table. • CCDR—ContactCallDetail record in the ContactCallDetail table. • CQDR—ContactQueueDetail record in the ContactQueueDetail table. • CRDR—ContactRoutingDetail record in the ContactRoutingDetail table. • TACDR—TextAgentConnectionDetail record in the TextAgentConnectionDetail table. • TCDR—TextContactDetail records in the TextContactDetail table. • TASDR—TextAgentStateDetail records in the TextAgentStateDetail table. • TCQDR—TextContactQueueDetail record in the TextContactQueueDetail table. Call Scenarios The following assumptions are made for the call scenarios: • Auto-work is disabled for incoming Automatic Call Distribution (ACD) calls. • Auto-available is enabled for agents. Call-Related Detail Records Flow The following table presents an example of the general flow of detail records for incoming ACD calls. Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 7

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Assumptions • Contact Service Queue (CSQ) is configured for auto-work. • Agent is configured for auto-available. Table 2: General Flow of Detail Records for Incoming ACD Calls Detail record activity Call activity Allocates session. Begins CCDR in memory. Call reaches the CTI port Begins CRDR and CQDR in memory. Call executes the first Select Resource step Begins ACDR in memory, writes ASDR to change state to Reserved. System selects agent and rings the phone Writes ASDR (Talking). Agent answers Writes CRDR, CQDRs, ASDR (Work). Call disconnects Writes ACDR, CCDR, ASDR (Ready). Agent leaves Work state If the agent does not enter Work state after the call, the system writes the ACDR and the ASDR (Ready) when the call disconnects. If the agent is not configured to be auto-available, the ASDR relates to the Not Ready state. Basic ACD Call Queues for One CSQ 1. Call reaches a Unified CCX route point, executes a script, and queues for one CSQ. 2. System allocates agent A for the call and rings agent A’s phone, and agent A answers the call. Table 3: Basic ACD Call Queues for One CSQ—Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record — — 0 100 CCDR1 Overall queue information. 1 0 100 CRDR1 Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing). 1 0 100 CQDR1 Agent A and original call information. 1 0 100 ACDR1 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 8 Interpret Database Records Basic ACD Call Queues for One CSQ

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Table 4: Basic ACD Call Queues for One CSQ—Agent State-Change Records Remarks Reason Record Agent A is selected for call. 4 (Reserved) ASDR1 Agent A answers call. 5 (Talking) ASDR2 Call ends. 3 (Ready) ASDR3 Basic ACD Call Queues for Two CSQs 1. Call reaches a Unified CCX route point, executes a script, and queues for two CSQs. 2. System allocates agent A for the call and rings agent A’s phone, and agent A answers the call. Table 5: Basic ACD Call Queues for Two CSQs—Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record — — 0 100 CCDR1 Overall queue information. 1 0 100 CRDR1 Overall queue information for CSQ1 (targetType = 0, targetID = ID of CSQ1). 1 0 100 CQDR1 Overall queue information for CSQ2 (targetType = 0, targetID = ID of CSQ2). 1 0 100 CQDR2 Agent A and original call information. 1 0 100 ACDR1 Basic ACD Call Wrap-Up 1. Call reaches a Unified CCX route point, executes a script, and queues for one CSQ. 2. System allocates agent A for the call and rings agent A’s phone, and agent A answers the call. 3. After completing the call, agent A goes to Work state, and chooses a wrap-up code. Table 6: Basic ACD Call Wrap-Up—Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record — — 0 100 CCDR1 Overall queue information. 1 0 100 CRDR1 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 9 Interpret Database Records Basic ACD Call Queues for Two CSQs

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Remarks qIndex Session sequence number SessionID Record Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing). 1 0 100 CQDR1 Agent A and original call information with wrap-up code. 1 0 100 ACDR1 Table 7: Basic ACD Call Wrap-Up—Agent State-Change Records Remarks Reason Record Agent A is selected for call. 4 (Reserved) ASDR1 Agent A answers call. 5 (Talking) ASDR2 Call ends. 6 (Work) ASDR3 Agent A goes to Ready state. 3 (Ready) ASDR4 Basic Agent-Based Routing Call 1. Call reaches a Unified CCX route point, executes a script, and selects agent A. 2. System allocates agent A for the call and rings agent A’s phone, and agent A answers the call. Table 8: Basic Agent-Based Routing Call—Agent State-Change Records Remarks Reason Record Agent A is selected for call. 4 (Reserved) ASDR1 Agent A answers call. 5 (Talking) ASDR2 Call ends. 3 (Ready) ASDR3 Table 9: Basic Agent-Based Routing Call—Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record — — 0 100 CCDR1 Overall queue information. 1 0 100 CRDR1 Detailed information for the routing attempt (targetType = 1; indicates agent-based routing). 1 0 100 CQDR1 Agent A and original call information. 1 0 100 ACDR1 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 10 Interpret Database Records Basic Agent-Based Routing Call

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ACD Call Unanswered 1. Call reaches a Unified CCX route point, executes a script, and queues for one or more CSQs. 2. System allocates agent A for the call and rings agent A’s phone, but agent A does not answer the call within the timeout specified in the Select Resource or Connect step. 3. Call goes into queue and is presented to agent B, who answers the call. An asterisk (*) indicates that another record has the same name, but the record is for a different agent. Note Table 14: ACD Call Unanswered—Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record — — 0 100 CCDR1 Overall queue information. 1 0 100 CRDR1 Detailed queue information for the CSQ selected by the route point script. 1 0 100 CQDR1 Agent A information, ring time > 0 and talk time = 0. 1 0 100 ACDR1 Agent B information, talk time > 0. 1 0 100 ACDR1* Table 15: ACD Call Unanswered—Agent State-Change Records Remarks Reason Code State Agent Record Agent A is selected for call. — 4 (Reserved) A ASDR1 Server retrieves call from the agent's phone. 32763 2 (Not Ready) A ASDR2 Agent B is selected for call. — 4 (Reserved) B ASDR3 Agent B answers call. — 5 (Talking) B ASDR4 Agent-to-Agent Non-ACD Call 1. Agent A goes off-hook and calls agent B. 2. Agent B answers, the two agents talk for a while, and agent B hangs up. Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 13 Interpret Database Records ACD Call Unanswered

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Table 16: Agent-to-Agent Non-ACD Call—Call-Related Detail Records Remarks Session sequence number Session ID Record Agent A to agent B information. 0 100 CCDR1 Table 17: Agent-to-Agent Non-ACD Call—Agent State-Change Records Remarks Reason Code State Agent Record Agent A goes off-hook. 32762 2 (Not Ready) A ASDR1 Call rings at agent B’s phone. 32761 2 (Not Ready) B ASDR2 Agent B hangs up. — 3 (Ready) B ASDR3 — — 3 (Ready) A ASDR4 Agent-to-Agent Non-ACD Call Transfer 1. Agent A receives a non-ACD call from an unknown party. 2. Agent A places a consult call to agent B, agent B answers the call, and agent A completes the transfer. 3. Agent B then hangs up. Table 18: Agent-to-Agent Non-ACD Call Transfer—Call-Related Detail Records Remarks Session sequence number Session ID Record Unknown party to agent A information (transfer field will be 1). 0 100 CCDR1 Agent A to agent B information. 0 101 CCDR2 Unknown party to agent B information. 1 100 CCDR3 Table 19: Agent-to-Agent Non-ACD Call Transfer—Agent State-Change Records Remarks Reason Code State Agent Record First call rings at agent A’s phone. 32761 2 (Not Ready) A ASDR1 Consult call rings at agent B’s phone. 32761 2 (Not Ready) B ASDR2 Agent A completes transfer. — 3 (Ready) A ASDR3 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 14 Interpret Database Records Agent-to-Agent Non-ACD Call Transfer

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Remarks Reason Code State Agent Record Agent B hangs up. — 3 (Ready) B ASDR4 Agent-to-Agent Non-ACD Call Conference 1. Agent A receives a non-ACD call from an unknown party. 2. Agent A places a consult call to agent B, and agent B answers the call. 3. Agent A establishes a conference; agent A, agent B, and the caller are in conversation. 4. Agent A hangs up. 5. Agent B hangs up. Table 20: Agent-to-Agent Non-ACD Call Conference—Call-Related Detail Records Remarks Session sequence number Session ID Record Unknown party to agent A information (conference field will be 1). 0 100 CCDR1 Agent A to agent B information. 0 101 CCDR2 Table 21: Agent-to Agent Non-ACD Call Conference—Agent State-Change Records Remarks Reason Code State Agent Record First call rings at agent A's phone. 32761 2 (Not Ready) A ASDR1 Consult call rings at agent B's phone. 32761 2 (Not Ready) B ASDR2 Agent A hangs up. — 3 (Ready) A ASDR3 Agent B hangs up. — 3 (Ready) B ASDR4 ACD Call Consult Transfer 1. Agent A is connected and talking to an incoming ACD call. 2. Agent A puts the call on hold and places a consult transfer to agent B. 3. Agent A completes the transfer and then agent B answers. Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 15 Interpret Database Records Agent-to-Agent Non-ACD Call Conference

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Table 22: ACD Call Consult Transfer—Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record Original call and agent A information (transfer field will be 1). — 0 100 CCDR1 Overall queue information. 1 0 100 CRDR1 Agent A information. 1 0 100 ACDR1 Queue information. 1 0 100 CQDR1 Agent A and agent B information. — 0 101 CCDR2 Original call and agent B information. — 1 100 CCDR3 Agent B information. 0 1 100 ACDR3 Table 23: ACD Call Consult Transfer—Agent State-Change Records Remarks Reason Agent Record Agent A is selected for original call. 4 (Reserved) A ASDR1 Agent A answers. 5 (Talking) A ASDR2 Agent A calls agent B, agent B’s phone rings. 4 (Reserved) B ASDR3 Agent A competes the transfer. 3 (Ready) A ASDR4 Agent B answers. 5 (Talking) B ASDR5 Caller hangs up. 3 (Ready) B ASDR6 ACD Call Blind Transfer to Agent Extension(ACD/Non-ACD) 1. Agent A is connected and talking to an incoming ACD call. 2. Agent A places a blind transfer to agent B's extension. 3. Agent B answers, Agent A moves to Ready state. Table 24: ACD Call Blind Transfer to Agent Extension-Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record Contact and agent information.

0 100 CCDR Overall queue information of CSQ of incoming ICD call. 1 0 100 CRDR Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 16 Interpret Database Records ACD Call Blind Transfer to Agent Extension(ACD/Non-ACD)

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Remarks qIndex Session sequence number SessionID Record Overall queue information for CSQ after blind transfer is initiated. 1 0 100 CRDR2 Table 27: ACD Call Blind Transfer to Route Point - Agent State-Change Records Remarks Reason Agent Record Agent A is selected for original call. 4 (Reserved) A ASDR1 Agent A answers. 5 (Talking) A ASDR2 Agent A initiates blind transfer to agent B, agent B's phone rings. 4 (Reserved) B ASDR3 Agent A after blind transfer. 3 (Ready) A ASDR4 Agent B answers. 5 (Talking) B ASDR5 Caller hangs up. 3 (Ready) B ASDR6 Agent Places Consult Call and Resumes Call 1. Agent A is connected to an incoming ACD call. 2. Agent A presses the Transfer button on the phone to initiate a consult call with agent B. 3. Agent A receives a dial tone, drops the consult call, and resumes the incoming call. Table 28: Agent Places Consult Call Then Resumes Call—Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record Original call and agent A information. — 0 100 CCDR1 Overall queue information. 1 0 100 CRDR1 Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing). 1 0 100 CQDR1 Includes talk time both before and after the canceled consult call, and contains hold time for the duration of the canceled consult call. 1 0 100 ACDR1 Agent A information, no called-party information. — 0 101 CCDR2 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 18 Interpret Database Records Agent Places Consult Call and Resumes Call

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Table 29: Agent Places Consult Call Then Resumes Call—Agent State-Change Records Remarks Reason Agent Record Agent A is selected for original call. 4 (Reserved) A ASDR1 Agent A answers. 5 (Talking) A ASDR2 Caller hangs up. 3 (Ready) A ASDR3 Agent Consults Agent and Resumes Call 1. Agent A is connected to an incoming ACD call. 2. Agent A puts that call on hold and initiates a consult transfer to agent B. 3. Agent B answers, talks to agent A for some time, and then hangs up without agent A completing the transfer. 4. Agent A resumes the original call. Table 30: Agent Consults Agent Then Resumes Call—Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record Original call and agent A information. — 0 100 CCDR1 Overall queue information. 1 0 100 CRDR1 Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing). 1 0 100 CQDR1 Agent A to agent B. — 0 101 CCDR2 Includes talk time both before and after the consult call, and contains hold time for the duration of the canceled consult call. 1 0 100 ACDR1 Table 31: Agent Consults Agent Then Resumes Call—Agent State-Change Records Remarks Reason Agent Record Agent A is selected for original call. 4 (Reserved) A ASDR1 Agent A answers. 5 (Talking) A ASDR2 Agent A calls agent B, agent B’s phone rings. 4 (Reserved) B ASDR3 Agent B answers. 5 (Talking) B ASDR4 Agent B disconnects from consult call. 3 (Ready) B ASDR5 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 19 Interpret Database Records Agent Consults Agent and Resumes Call

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Remarks Reason Agent Record Caller disconnects original call. 3 (Ready) A ASDR6 Basic Outbound Call Accepted 1. Call is presented to agent A, and agent A accepts the call. 2. System places the call from agent A to the customer. Table 32: Basic Outbound Call Accepted—Call-Related Detail Records Remarks Session sequence number Session ID Record — 0 100 CCDR1 Call result is 1 (voice). 0 100 ACDR1 Table 33: Basic Outbound Call Accepted—Agent State-Change Records Remarks Reason Record Agent A is presented with outbound call. 4 (Reserved) ASDR1 Agent A accepts call. 5 (Talking) ASDR2 Call ends. 3 (Ready) ASDR3 Basic Outbound Call Rejected and Later Accepted 1. Call is presented to agent A, and agent A rejects the call. 2. Call is then presented to agent B, and agent B accepts the call. 3. System places the call from agent B to the customer. Table 34: Basic Outbound Call Rejected and Later Accepted—Call-Related Detail Records Remarks Session sequence number Session ID Record — 0 100 CCDR1 Call result is 9 (reject). 0 100 ACDR1 Call result is 1 (voice). 0 100 ACDR2 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 20 Interpret Database Records Basic Outbound Call Accepted

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Table 35: Basic Outbound Call Rejected and Later Accepted—Agent State-Change Records Remarks Reason Record Agent A is presented with outbound call. 4 (Reserved) ASDR1 Agent A rejects call. 3 (Ready) ASDR1 Agent B is presented with outbound call. 4 (Reserved) ASDR1 Agent B accepts call. 5 (Talking) ASDR2 Call ends. 3 (Ready) ASDR3 Basic Outbound Call Accepted and Transferred to Another Agent 1. Call is presented to agent A, and agent A accepts the call. 2. System places the call from agent A to the customer. 3. Agent A transfers the call to agent B. Table 36: Basic Outbound Call Accepted and Transferred to Another Agent—Call-Related Detail Records Remarks Session sequence number Session ID Record — 0 100 CCDR1 Call result is 1 (voice). 0 100 ACDR1 Consult call from agent A to agent B information. 0 200 CCDR2 Outbound call at agent B information. 1 100 CCDR3 Call result is 20 (transfer). 1 100 ACDR2 Table 37: Basic Outbound Call Accepted and Transferred to Another Agent—Agent State-Change Records Remarks Reason Record Agent A is presented with outbound call. 4 (Reserved) ASDR1 Agent A accepts call. 5 (Talking) ASDR2 Agent A transfers call to agent B. 3 (Ready) ASDR3 Agent B is presented with outbound call. 4 (Reserved) ASDR1 Agent B on outbound call. 5 (Talking) ASDR2 Call ends. 3 (Ready) ASDR3 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 21 Interpret Database Records Basic Outbound Call Accepted and Transferred to Another Agent

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Basic Outbound Call Accepted and Transferred to Route Point 1. Call is presented to agent A, and agent A accepts the call. 2. System places the call from agent A to the customer. 3. Agent A transfers the call to a route point. 4. Call reaches a Unified CCX route point, executes a script, and queues for one CSQ. 5. System allocates agent B for the call and rings agent B’s phone, and agent B answers the call. Table 38: Basic Outbound Call Accepted and Transferred to Route Point—Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record — — 0 100 CCDR1 Call result is 1 (voice). — 0 100 ACDR1 Consult call from agent A to route point information. — 0 200 CCDR2 Outbound call is queued. — 1 100 CCDR3 Overall queue information. 1 1 100 CRDR1 Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing). 1 1 100 CQDR1 Agent B and original call information. 1 1 100 ACDR1 Table 39: Basic Outbound Call Accepted and Transferred to Route Point—Agent State-Change Records Remarks Reason Record Agent A is presented with outbound call. 4 (Reserved) ASDR1 Agent A accepts call. 5 (Talking) ASDR2 Agent A transfers call to route point. 3 (Ready) ASDR3 Agent B is selected for call. 4 (Reserved) ASDR1 Agent B answers call. 5 (Talking) ASDR2 Call ends. 3 (Ready) ASDR3 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 22 Interpret Database Records Basic Outbound Call Accepted and Transferred to Route Point

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Chat Scenarios Chat-Related Detail Records Flow The following table presents an example of the general flow of detail records for incoming chat contacts. Table 40: General Flow of Detail Records for Incoming Chat Contacts Detail record activity Chat activity Begins TCDR in memory. Contact reaches Unified CCX — Contact is queued to a CSQ Writes ASDR (Busy). Agent is allocated to the contact Collects TCQDR in memory. Agent answers and contact is dequeued from CSQ Collects TACDR, TCCDR. Writes TCCDR, TCDR, TCQDR, TACDR. Contact disconnects Writes ASDR (Ready). Agent leaves Work state If the contact drops before agent is connected, TCQDR is collected and written when the contact disconnects. Chat Contact Unanswered 1. Contact reaches Unified CCX and queues for one or more CSQs. 2. System allocates agent A for the contact and offers the contact to the agent, but agent A does not answer the contact within the configured timeout period. 3. Call goes into queue and is presented to agent B, who answers the call. Table 41: Chat Contact Unanswered Scenario—Chat-Related Detail Records Remarks Record — Contact is queued to a CSQ Writes ASDR (Busy). Agent is allocated to the contact Writes ASDR (Not Ready). Agent does not accept the contact Collects TACDR1. Contact is requeued to CSQ Writes ASDR (Busy). Contact is allocated to a different agent Collects TCQDR in memory. Agent answers and contact is dequeued from the CSQ Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 23 Interpret Database Records Chat Scenarios

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Remarks Record Collects TACDR2, TCCDE. Writes TACDR1, TACDR2, TCDR, TCQDR, TCCDR. Contact disconnects Writes ASDR (Ready). Agent leaves Work state Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 24 Interpret Database Records Chat Contact Unanswered

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