Cisco UCCE 12.6 - can't find a call detail inbound report

[Bob321]

Morning everyone,

I'm new to Cisco and for the life of me, I can't find a standard call detail inbound report that shows every call that came into our center.  This is standard report that contains the agent's name, agent's team, ani, date/time the call came in, date/time the call ended, duration, how long it took the agent to answer, % of the call the agent was active, % of the call the agent used the hold function, who disconnected the call, was the call abandoned etc etc

I also looked here and see no mention of it either

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_1/User/guide/ucce_b_cisco-unified-contact-center-enterprise-1261.html

Any assistance would be appreciated

[Gerry O'Rourke · Accepted solution]

CUIC doesn't come with any stock Call detail report.
The rationale is that they can be intensive - but it is possible.

But you do need to be aware of who is running the reports and make sure the SQL queries are limited to 8001 rows and well designed etc.

Have a look at the UCCE Database Schema Guide - and at the Route Call Detail and Termination Call Detail Tables (as well as their "partner' tables the Route Call Variable and Termination Call Variable Tables.

Here is some SQL queries I have done

https://orourke.tv/web/doku.php?id=vendors:cisco:uc:icm:sql

https://orourke.tv/web/doku.php?id=vendors:cisco:uc:icm:sql:tcd-tcv

And you can find some CUIC custom reports here - but these all might need tweaking and they come with no support etc.
https://orourke.tv/web/doku.php?id=vendors:cisco:uc:cuic

Regards,

Gerry

[Bob321]

That would explain why I can't find it.  Thank you