How to Customize CUIC DashBoard

[fazilchida23]

Hello All,

Can someone provide me how can we customize dashboard in CUIC.

I know how to add report and etc in dashboard and its coming in normal view form, but i need those report to be view in chart, graph etc.

Can any one help me in this request.

Attached the content for your references.

Thanks in advance.

[Jameson Gagnepain]

Fazil,

What version of CUIC are you using? In 8.5 I see an "Available Views" dropdown when adding Reports to a Dashboard. As long as you have already created extra views on a Report, it should show as an option when adding it to the Dashboard. If you don't have that option in your CUIC version, you would have to create copies of each Report that you want an alternate view on, and set the preferred view as the default on that copy. I often create Report copies anyway when developing Dashboards, so that I can set a default filter for each report, and set each report to skip filter selection.

-Jameson

[fazilchida23]

Hi Jameson,

Thanks for reply.

Currently we are using 9.0 version.

Can you explain me more on the views.

I have created a test report, but its very difficult for me to understand the view.
can you help me in this. ?

Thanks in advance.

[Jameson Gagnepain]

Fazil,

Take a look at the CUIC User Guide:

User Guide for the Cisco Unified Intelligence Center Reporting Application Release 9.0(2) - Reports [Cisco Unified Intel…

Specifically, look at the sections on "Report Views" and "Views Editor". You can create any number of views for a report.

[fazilchida23]

Hi Jameson,

Thanks for sharing the guide, its very helpful.

I have small clarification, can't we have view in clock type..?

Its a client requiremrnt, and his asking for this kind of things.

If possible, let me know.

It will be very helpful

Thanks in Advance.

[Jameson Gagnepain]

Fazil,

Do you mean Time Zone? When you set the Time Zone for a User in CUIC, any reports they run should show results translated to their Time Zone. This should include Dashboards if the Dashboard is run from within CUIC.

If you are using a Dashboard Permalink, that's a different story... I'm not sure what you'll need to do, but I would experiment with either creating the dashboard as a user in the intended Time Zone, or possibly creating the Reports as a user in the intended Time Zone. I've only ever used Dashboards for real-time data and summarization of "Today" statistics, so I've never needed Time Zone modifications on my Dashboard Reports.

[fazilchida23]

Hello Jameson,

Currently in cisco solution we have implemented around 8 locations.
is it possible to take report based on location wise.
for ex:

Location is DK, i just want to see for a month, how many calls answered, how many are abandoned and how many are terminated.
Is this possible in CUIC..?
and that too report view should be in Wheel type. Sorry about the clock type in previous comment.

Please let me know, it will very helpful for me.

Thanks

Fazil

[Jameson Gagnepain]

Fazil,

Yes, that is possible in CUIC. It sounds like you would want a Call Type report with a Pie Chart view, summarizing by call status. I've actually already built a report a few weeks ago that may fit your needs, find it attached. You should be able to use the "Import Report" button at the top of the Reports tab in CUIC.

What do you mean by calls terminated?

[fazilchida23]

Jameson,

Thanks for sharing, I'll check the attachment and will let you know.

Terminated call mean, lost calls for that day.

[Jameson Gagnepain]

Fazil,

It sounds like you're just referring to Abandoned calls.

The report I attached will summarize by the following call statuses:

• Handled
• Abandon
• Short Calls
• Overflow Out
• Error
• Other

[fazilchida23]

Hello Jameson,

I import the file which you have shared. i'm getting error (PFA) for your reference.

Thanks

Fazil

[Jameson Gagnepain]

Hmm... Call_Type_Half_Hour still exists in 9.0 according to the DB Schema, I'm not sure why you would get that error. What Data Source did you select when you tried the import? It should work on UCCE Historical... or are you using UCCX?

[fazilchida23]

Hi Jameson,

Sorry about that error, actually i was importing into some other DB scheme not in UCCE historical.

After i import the xml in historical, it got uploaded successfuly.

Thanks..

This graph will be displaying only for location wise right..?

I need to select respective collections and run the report..?

[fazilchida23]

And also can you explain me, about short calls, overflow out, errors and others in detail

Thanks

[Jameson Gagnepain]

Fazil,

There is a lot of information about reporting concepts in the Cisco documentation. I would suggest familiarizing yourself with the reporting guide when you have the time:

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ippcenterprise9_0_1/u…

For the report I provided you, data is only grouped by how the call completed (handled, abandon, short, overflow, error, other)... getting data for specific locations within your company will depend completely on your Call Type structure.

Some short definitions of terms in the report:

• Short Calls - Calls that abandon before the ICM System parameter "Abandoned call wait time" count as Short Calls. I believe this defaults to 5 seconds.
• Overflow Out - Overflow out is incremented on a Call Type whenever the caller is moved to another Call Type within the same call flow. A caller may move between many Call Types during a call... each Call Type except the last would have an Overflow Out count, while the last Call Type on the call would have Handled, Abandon, etc depending on how the call finished.
• Error - Usually this is an indicator of some system or configuration issue - you should not see Error counts if systems are functioning properly.
• Other - Typically this will apply if the call was directed to a non-ICM target... basically any non-agent targets. For example, if you send Call Manager a label for a voicemail box, that would count under Other.