CUIC 9.1(1) Custom Report

[dwoolcott]

Good afternoon.  I am checking to see if what I am trying to do is possible before attempting to do it.  I am new to custom reports and learning as I go.  We recently switched from an Avaya System to a Cisco System and lost some of our previous reporting capabilities.

Background:  We are a call center that has approximately 90 different attributes, and agents that are staffed on multiple attributes (up to 10 at times).

We previously had a custom report that listed live call stats (Name of skill, agents staffed, calls taken, service level, average speed of answer).  The unique part of the report was that clicking on a skill listed details of who was on that skill and their current state (Talking, Aux, Ringing etc.)

I have tried a few different things so far including a drilldown report off the main call center real time data, but can't seem to get it right. 

Is it possible, and any suggestions?

Feedback and help is appreciated.  Thank you.

[Aaron Harrison]

Hi

I've done a lot of custom reports, but not actually used the Drilldown feature, but it looks like it's possible.

You'll want a report that shows your overview, and then you link into a subreport for the drilldown section according to the docs here: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_911/user/guide/CUIC_BK_U5AB2F2B_00_user-guide-for-cuic-reporting/CUIC_BK_U5AB2F2B_00_user-guide-for-cuic-reporting_chapter_0110.html#CUIC_RF_D72689DA_00

Are you on CCX or CCE?

Regards

Aaron

[dwoolcott]

Thank you for the fast reply.  It is a CCE deployment and I have actually done as you suggested with a drilldown report, the problem that I am running into is the drilldown that I really want "Agent Precision Queue Membership" does not cross exist in the manner I wanted with the overview.  On the overview I have Enterprise name of the attributes, but not the actual PQ name or the Attribute name, so I am not making the correlation correctly between the 2 reports.

[Ronald Reif]

There are 3rd party providers who are very well versed on custom reporting for both the UCCX & UCCE platforms.  Some providers are able to go beyond what the Cisco database is capable of reporting on.  If you interested in knowing more - let me know. 

Thank you for your time,

Ron