Cisco Unified Contact Center Express Reporting

Transcription

1 Cisco Unified Contact Center Express Reporting

2 UNIFIED CONTACT CENTER EXPRESS REPORTING V4.0 CISCO UNIFIED CONTACT CENTER EXPRESS SOFTWARE V9.0 Join Cisco Press Author and one of the world s most respected Contact Center Express instructors, Alex Hannah ( CCIE Voice #25853 CCSI #32072), for 3 full nights of comprehensive UCCX Historical Reports training. Our 3 night WebEx based training course, you ll master each of the Historical Reports available in the UCCX system, while exploring all of reports Alex will also describe what can impact the data in terms of customer interaction, improper scripting, and administration errors. This course will also describe the process of writing custom historical reports and the upcoming changes to reporting in UCCX 9.x. Through our consulting practice we have found that most supervisors over think the Historical Reports. We teach a top down approach initially showing 5-7 reports which serve as a baseline for more detailed reports. We start with Agent State reports, followed up with CSQ Activity, and Agent Wrap up data reports. For administrators we also spend time on the IVR Traffic Analysis and Call Custom Variables report. This is the ONLY course of its kind guaranteed! This course is designed for Contact Center supervisors and administrators who simply want to learn how to properly read and interpret the Cisco Historical Reports available in UCCX. If you have ever had a manager or supervisor ask you to make heads or tails out of the canned historical reports then this is the course for you to attend. WHAT DOES THIS COURSE FOCUS ON? UCCX Reporting is designed for the entry to mid-level Cisco Unified Contact Center Express engineer or administrator as well as call center supervisors. This course will provide a solid foundation of all Historical Reports, capabilities, and customizations that are available in the system. During the first night of this course you will learn about the historical reports client, each of the canned or stock reports, and what is required to customize the reports. Major emphasis is placed on not only seeing the components but understanding how they interact to produce the holistic view of a Unified IP Contact Center. We want each student to truly understand the building blocks of the system. The remaining two nights are devoted to a technical deep dive on each of the canned reports where detailed explanations of the fields in the report are given as well as what if situations will be discussed. These what if situations will describe scenarios which can affect the reports in terms of scripting and user interaction. A brief summary of the technologies covered are listed below: UCCX Historical Reports Client UCCX 9.x CUIC ( New Reporting Engine in 9.x ) Crystal Reports SQL Stored Procedures

3 XML Files used to generate custom reports All CSQ and CSQ Detailed reports in the HR Client All Agent State and Agent State Detail reports Detailed Call by Call CCDR Report Detailed Call, CSQ, Agent Report Inbound Agent reports IVR Traffic Analysis Report Call Custom Variables Report AUDIENCE This course is designed for the entry to mid-level Cisco Unified Contact Center Express engineer or administrators and supervisors. In order to be successful with this course we strongly encourage basic TCP/IP fundamentals knowledge, IP Telephony fundamentals including Cisco Unified Communications Manager, Cisco Unity Connection, as well a strong interest in IP Contact Center design, implementation, and troubleshooting. If you don t quite have all the items listed no worries, our staff will help bring you up to speed allowing you to become an expert with UCCX! We have taught students around the world who have various backgrounds in IT, and we are confident we can do the same should you choose to attend. Generally speaking the individuals who accelerate at the Reporting course have the following backgrounds and roles in their organizations: Cisco Partners trying to achieve Advanced Unified Communications Specialization Cisco TAC engineers who wish to further understand the technology Cisco Voice Engineers who deploy Cisco Unified Contact Center Express System engineers, architects, and support staff who: Maintain and configure supervisor and agent desktops Write scripts and maintain script integrity Require a fundamental understanding of the issues and solutions related to implementation Maintain the server system and telephony system for the contact center PREREQUISITES Let s face it; everyone in IT these days has various backgrounds, skill sets, and experience. We truly believe that everyone can benefit in an engaging course where the instructors keep the content fun, engaging, and interactive! We have taught thousands of students globally and believe at our core that everyone can learn something of value in our courses based on how we have designed the learning experience. In our global economy training equals money, period! This course focuses on the reporting aspect of the Cisco UCCX product, specifically Historical and Real Time Reports. We strongly suggest that you have 1-3 years of UCCX experience before attending this course as well as familiarity with the UCCX HR Client. Prior to attending our courses we suggest that you have the following knowledge and skills, and if you don t quite have all the items listed no worries, our staff will help bring you up to speed allowing you to become an expert.

4 Internetworking fundamentals Basic IP telephony concepts Cisco Unified Communications Manager Cisco IP phones, Cisco IP Communicator Contact Center operations Microsoft Windows 2000, 2003, XP MS SQL Server Cisco HR Client Experience Supervisor Desktop Experience HARDWARE AND SOFTWARE At UCCX.net we believe in utilizing the latest and greatest in our lab environments. We have bleeding edge IT in our veins, it s something that we believe in and practice daily. How many times have you paid money to attend a course only to have sub-par lab environments running out of date software on poorly designed infrastructure? Well that s not us!!! Our lab environment uses the latest in Cisco UCS Server Technologies, UCCX v9 software, VMware vcenter, vsphere, and ESXi v5, and the latest in Cisco IP Telephones including 9971, 8945, and 8961 endpoints. We can simulate both SIP and SCCP as well as H.323, SIP trunks with a working PSTN, MGCP, or SCCP gateways. If you can think it, bring it! We will show you how to utilize it in your environment. We truly believe you will not find a lab experience like this anywhere! Lab focuses on the following: Configure and deploy Cisco Unified Contact Center Express v9 Gain experience with all of the components and clients of CCX v9 including: o Configure telephony and media subsystems with Cisco Unified Communications Manager v9 o Configure a basic IP IVR script o Install, configure, and operate the CCX Script Editor o Design and build a real-world CCX scripts including call queueing o Add prompts to your scripts (generated, escalation, and concatenated prompts ) o Configure caller digit collection using Get Digit Strings and Menu steps o Configure caller menus o Configure loops and counters for logical operation o Configure external database operations including SQL queries o Provision and configure agent and supervisor desktops o Customize the agent experience with Cisco Desktop Administrator o Run real-time reports o Install and configure the Historical Reporting Client o Install and integrate Text-to-Speech and Automatic Speech Recognition using Nuance software o Design and upload outbound preview dialing campaigns o Configure remote monitoring

5 All of our courses provide a WORKING PSTN! ( No simulations here folks! ) Every pod has the latest IP Telephony endpoints including 99XX, 89XX, and 79XX series endpoints Build and test a real contact center telephony environment including: o Agent IP phones o Agent desktops o Supervisor desktops o IP phone agent o Script editor o Historical reporting client o External SQL database o server And just like in a real contact center setting: Use our SIP Trunks to call into your contact center from a cell phone ( simulating a real world call ) SIP Trunk PSTN provides for outbound calls from the contact center You will configure connections to SIP Trunk as part of the lab experience! DETAILED COURSE OUTLINE Cisco Unified Contact Center Express Reporting e-learning Course Our 3 night WebEx training course is designed for the working IT professional who doesn t have the time to step away from their busy day jobs to attend a full 3 day course but who wants to master UCCX Reporting. We have invested in WebEx Training Center which will bring you the most powerful virtual classroom experience available. Our courses run every evening for 3 hours and are designed to bring you up to speed quickly by cutting out the fluff that you would experience in a traditional 3 day course. We dive straight into the technology on day 1 and immediately begin discussing the Historical and Real Time Report Tools and the more advanced reporting scenario s which you would use to develop a holistic administrative view of your call center. We have broken this training course down into 3 nights. Each night will focus on a specific UCCX Report technique or technology. All WebEx recordings, script examples and documentation will be provided to students and available for download after the course has completed. Night 1: Cisco Unified Contact Center Express HR Client Review and Agent Reports Describe the HR Client Describe the basic installation of the HR Client Define terms associated with the call flow process Discuss setting HR Client up on Schedules Exporting data from HR client Log files and troubleshooting HR Client

6 Understanding Reason Codes Running your first HR Report Agent Summary Report Agent State Summary Report By Agent and Interval Agent Detail Report Agent Call Summary Report Agent Not Ready Reason Code Report Agent Wrap-up Data Reports Night 2: A Look at the CSQ Reports Call Custom Variables Report Contact Service Queue Activity Report Contact Service Queue Call Distribution Summary Report Contact Service Queue Priority Summary Report Contact Service Queue Service Level Priority Summary Report CSQ-Agent Summary Report Detailed Call by Call CCDR Report Agent Activity Report Contact Service Queue Activity Report Inbox Traffic Analysis Report Response Detail Report Outbound Agent Detail Performance Report Outbound Campaign Summary Report Priority Summary Activity Report Traffic Analysis Report Remote Monitor Detail Report Night 3: Custom Reports and CUIC 9.x Describe the architecture and support for creating custom HR Reports Creating Stored Procedures for HR Reports Understanding UCCX Database Schema Understanding XML Files used by HR Client Creating the custom report and packaging it up Deploying custom reports Overview of CUIC reports new in UCCX 9 Creating custom reports in CUIC 9.x Using Real Time Monitoring tool for agent troubleshooting