Sample Reports - Version 9.0 Business Intelligence & Unified Communications Reporting

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1 Sample Reports - Version 9.0 Business Intelligence & Unified Communications Reporting All information in this document is based upon product specifications available at the time of printing. ISI Telemanagement Solutions, Inc. reserves the right to change specifications at any time without notice ISI Telemanagement Solutions, Inc. All rights reserved

2 Reporting for Cisco Unified Communications ISI provides a wealth of specialized interfaces and reports for a wide variety of Cisco Unified Communications and Collaboration products. ISI currently supports: 1. Cisco Unified Communications Manager 2. Cisco Unified Video Advantage 3. Cisco Unified Communications Manager Express 4. Cisco UC Cisco Unified MeetingPlace 6. Cisco Unified MeetingPlace Express With Reporting for Cisco Unified Communications, you receive a single view on a user s activity, regardless of platform. This includes voice activity, video activity, and conference activity. Additionally, ISI supports hybrid environments. For example, you may have Cisco Unified Communications Manager at the corporate headquarters, Unified Communications Manager Express at some branch offices, and even PBX systems from other vendors at other locations. ISI can provide a complete, unified view of all call activity throughout your enterprise. In addition to the wide number of reports previously documented, ISI provides a series of reports designed to help you manage your Cisco Unified Communications network: Cisco Unified Communications Manager Quality of Service Reporting QoS Detail Report QoS Summary Report QoS by Hour Report K-Factor Reports Cisco Unified Communications Manager Cause Code Reporting Cause Code Detail Report Cause Code Summary Report Cause Code by Hour Report Cisco Unified Communications Manager Business Intelligence Reporting Call Redirection Call Redirection by Hour Transferred Calls Detail Transferred Calls Summary Cisco Unified Video Advantage Reporting Video Detail Report Video Summary Report Cisco Unified Communications Manager Express Hunt Group Reporting CUCME Agent Report CUCME Hunt Group Report CUCME Hunt Group by Hour Report Cisco MeetingPlace Report Standard Report Variations for Cisco Unified Communications Trunk Summary Report Trunk Detail Report Traffic Analysis Report Trunk Analysis Tool 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 2

3 Cisco Unified Communiations Quality of Service Reporting QoS is the ability of a network element, such as an IP phone, to have some level of assurance that its traffic and service requirements are met. The primary goal of QoS is to provide priority including dedicated bandwidth, controlled jitter and latency, and improved loss characteristics. When managing a network, you can give some IP flows priority over others. Network managers typically give voice priority since delays can cause poor voice quality. Network managers measure QoS with a series of statistics: Latency is a measure of the time it takes for a packet of data to travel from its source to destination. A high amount of latency will lead to poor voice quality. Jitter describes the variations in latency of a VoIP transmission. Too much packet jitter causes voice to sound garbled. Network components compensate for jitter with buffers. Jitter buffers store incoming packets and send them in a more constant stream; the buffers smooth the delivery of packets to produce a more even flow of voice data. The more jitter, the poorer the voice quality. Packet Loss is a measure of how many data packets do not reach the ultimate destination. This can be caused by a number of factors such as link failures or hardware failures. As the number of packets lost increases, voice quality decreases. In Cisco Unified Communications Manager, QoS statistics come directly from the Call Detail Diagnostic table. These records, known as Call Management Records (CMR), contain statistics on jitter, latency and packet loss for each call. Infortel Select uses the CMR statistics to provide the following QOS reports: QoS Detail Report QoS Summary Report QoS by Hour Report 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 3

4 QoS Detail Report The QoS Detail Report provides a call-by-call reading of QoS statistics in Call Manager. It provides the number of packets sent for the call, the number of packets received for the call and the percentage of packets lost. It also provides statistics on latency and jitter. This report is especially useful to investigate QoS problems on specific calls. You can determine which gateway was used for the call as well as the extension that made the call. Using report filters, you can specify date and time ranges. You can also filter the report to show only calls with excessive packet loss, latency or jitter. QoS Summary Report The QoS Summary Report provides a summary of QoS parameters by extension, Call Manager subscriber and Call Manager cluster. It provides the total number of calls as well as averages for latency, jitter and packet loss. By using filters (as described in the QoS Detail Reports description), you can isolate just those extensions, subscribers and publishers that are experiencing QoS problems. Please note: The QoS Summary Report provides the total number of calls, as well as averages for latency, jitter and packet loss. Therefore, some column totals are really averages ISI Telemanagement Solutions, Inc. All rights reserved. 4

5 QoS by Hour Report Network traffic is a common cause of QoS problems. In many organizations, network traffic will spike during certain times of the day. The QoS by Hour report is an ideal method of determining time-based QoS problems. It provides statistics on QoS for each hour of the day. With this report, you can easily spot trends - such as degraded QoS in the afternoons - that are related to network traffic. Please note: The QoS by Hour Report provides the total number of calls, as well as averages for latency, jitter and packet loss. Therefore, some column totals are really averages ISI Telemanagement Solutions, Inc. All rights reserved. 5

6 K-Factor Reports In version 4.2 and above, Cisco Unified Communications Manager provides reports on call quality using a statistic known as K-Factor. K-Factor represents a weighted estimate of average user annoyance due to distortions caused by effective packet loss such as dropouts and warbles. It does not estimate the impact of delay-related impairments such as echo. It is an estimate of listening quality (MOS-LQO) rather than conversational quality (MOS-CQO), and measurements of average user annoyance range from 1 (poor voice quality) to 5 (very good voice quality). Cisco Unified Communications Manager reports three key statistics for each call: MLQKmn MLQKmx MLQKav MOS Listening Quality K-Factor Min. The minimum score observed since the beginning of a call, and represents the worst sounding eight second interval. MOS Listening Quality K-Factor Max. The maximum score observed since the beginning of a call, and represents the best sounding eight second interval. MOS Listening Quality K-Factor Avg. The running average of scores observed since the beginning of a call ISI Telemanagement Solutions, Inc. All rights reserved. 6

7 MOS Score Detail Report The MOS score detail report provides a call-by-call view of call quality. For each call it provides you with the average call quality (on a scale of 1 to 5), the quality of the best eight second slice and the quality of the worst eight second slice. With this report, you can easily investigate individual call quality complaints. MOS Score by Hour The MOS Score by Hour reports (by extension and by gateway) provides you with an hour-by-hour view of call quality. With this report, you can pinpoint times in the day when call quality is degraded, possibly due to network congestion or other issues. From 02/01/2009 through 02/24/ ISI Telemanagement Solutions, Inc. All rights reserved. 7

8 Cisco Unified Communications Manager Cause Code Reporting Every call in Cisco Unified Communications Manager includes a cause code that indicates why a call terminated. Most calls hopefully contain a code that indicates that a call terminated normally -- for example, someone hung up a phone. In some cases, however, calls can terminate due to equipment failure or for other failure conditions. The cause code reports in Infortel Select allow you to track the reasons calls end. If an administrator finds an inordinate number of calls end due to failures, they can investigate and take action. Cause Code Detail Report Cause Code Summary Report Call Failure by Hour Report 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 8

9 Cause Code Detail Report Cause Code Summary Report The Cause Code Detail report allows you to investigate specific calls and determine their termination cause code. This report can be used to troubleshoot failures reported by users. The cause code summary provides you with an overall summary of successful and failed calls over a defined time period. With this report, administrators can monitor overall calling activity and quickly spot days where a large number of calls are failing due to various causes. With this information, they can quickly take action to ensure the highest number of call completions ISI Telemanagement Solutions, Inc. All rights reserved. 9

10 Call Failure by Hour Report The Call Failure by Hour report shows call failures on an hour-by-hour basis. With this information, administrators can track hourly performance and narrow down time periods where a large number of calls fail. This can be due to insufficient number of circuits, congested networks, or other issues. By vigilantly monitoring reports, administrators can stay on top of problems before they cause major outages ISI Telemanagement Solutions, Inc. All rights reserved. 10

11 Cisco Unified Communications Manager Business Intelligence Reporting In many organizations, users are grouped in what is known as a "casual call center." A casual call center is where users are required to answer inbound calls but are not behind a true call center system. Examples include a help desk, a billing office, or even a group of receptionists. The goal in each of these is to provide call center metrics in a non-call center environment. The following reports can be used to determine how your inbound calls are being answered. With these reports, you can ensure that your calls are being answered rather than ending up in voice mail. You can ensure your customer s questions are being answered and that calls are not being transferred to others when the customer's needs should be addressed immediately. Call Redirection by Hour Report Call Redirection by Detail Report Transferred Calls Detail Report Transferred Calls Summary Report 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 11

12 Call Redirection Reports The Call Redirection Detail and Call Redirection summary reports are designed to report on calls that were forwarded to either voice mail or another extension. These reports are ideal to ensure that your callers receive proper customer service. With these reports, you can show how often your callers reach people instead of voice mail. You can determine if people are actually answering their phones rather than letting calls roll over to other extensions ISI Telemanagement Solutions, Inc. All rights reserved. 12

13 Transferred Calls Detail & Summary Reports The Transferred Calls Summary and Transferred Calls Detail reports provide specific information on transferred calls as they go from one extension to another. The Transferred Calls Detail report groups the transferred call record legs together to present a complete picture of each transferred call. This can show where a customer call originated, where it was transferred to and whether the transferred call was answered. The Transferred Calls Summary report provides an overview of transferred call activity at the extension level, user level or any of four successive organizational levels based upon user preference ISI Telemanagement Solutions, Inc. All rights reserved. 13

14 Cisco Unified Video Advantage Reporting Each video call initiated by Cisco Unified Communications Manager (CUCM) contains attributes that designate these calls as video calls. Additionally, information is provided on the codec used, bandwidth consumed, and other elements of the call. Infortel Select provides full reporting for Cisco Unified Video Advantage. With Infortel Select, administrators can charge for video calls, track usage, and get a full picture of how video is used in your organization. Video Detail Report Video Summary Report 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 14

15 Video Detail Report The Video Detail Report is designed primarily as a diagnostic report. It provides a complete detail of all pertinent attributes on each video call. It can be used to troubleshoot video issues ISI Telemanagement Solutions, Inc. All rights reserved. 15

16 Video Summary Report The Video Summary Report provides a summary of who is using video within your organization, the types of calls being made, and the cost of the calls. With the Video Summary Report, administrators, department managers, and end-users can receive a clear, concise report on all their video activity ISI Telemanagement Solutions, Inc. All rights reserved. 16

17 Cisco Unified Communications Manager Express ACD Reporting Cisco Unified Communications Manager Express (CUCME) includes an integrated ACD system that allows administrators to set up ACD queues and hunt groups. Infortel Select provides a series of reports that lets companies better manage their ACD system. The reports provide information on things like the number of calls per queue, how long callers are on hold, how many calls are abandoned, and the productivity of agents. Managers can use this information to improve employee performance and improve customer service. CUCME Agent Report CUCME Hunt Group Report CUCME Hunt Group by Hour Report 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 17

18 CUCME Agent Activity Report The Agent Activity report presents both a summary and detail of all call activity for an agent. With this report, managers can determine which calls agents are taking and spot potential abuse or misuse of the phone system ISI Telemanagement Solutions, Inc. All rights reserved. 18

19 CUCME Hunt Group Report Hunt groups are a group of phones designated to receive calls from the CUCME ACD. With the Hunt Group Report, managers can track all activity including the number of agents logged in, the number of calls received from various queues, how long callers are holding, and other critical statistics. By using this report, call center managers can ensure that customers are being served and that the center is properly staffed ISI Telemanagement Solutions, Inc. All rights reserved. 19

20 CUCME Hunt Group by Hour Report The Hunt Group by Hour report provides an hour-by-hour summary of calls over the course of a selected date range. The report includes several options allowing analysis of staffing levels, agent productivity, call queue analysis and abandoned call levels. Options include hunt group total calls, hunt group abandoned calls, agent direct calls answered, agent queue calls presented, queue calls answered by agents, queue calls exited and queue calls abandoned. The Hunt Group by Hour report provides an hour-by-hour summary of calls over the course of the month for a particular hunt group. This report can be used to determine staffing of the call center to ensure that your customers are being serviced ISI Telemanagement Solutions, Inc. All rights reserved. 20

21 CUCME Hunt Group by Hour Report Unlike the Hunt Group by Hour, the Agent Calls Answered report shows the actual number of calls answered by hour over the course of a month. This is an ideal report to judge agent productivity. With this report, managers can quickly detect trends and take action before customer service suffers ISI Telemanagement Solutions, Inc. All rights reserved. 21

22 Cisco MeetingPlace Report Cisco MeetingPlace provides voice, web and video conferencing capabilities for Cisco Unified Communications customers. Infortel Select provides MeetingPlace detailed reports on MeetingPlace activities. Companies can charge back meetings to the meeting organizer, track meetings, and detect potential abuse. Administrators can assign a per minute charge for standard voice conferences, a different per minute charge for web and video conferences, and the appropriate telephone cost whenever MeetingPlace dials out to meeting participants ISI Telemanagement Solutions, Inc. All rights reserved. 22

23 Standard Report Variations for Cisco Unified Communications Manager Several of the Infortel Select standard reports provide valuable insight into Cisco Unified Communications Manager performance. Reports include Cisco specific terminology eliminating the need for any guesswork. Examples include: Trunk Summary Report Trunk Detail Report Traffic Analysis Report Trunk Analysis Tool & Report 2015 ISI Telemanagement Solutions, Inc. All rights reserved. 23

24 Trunk Summary Report The trunk summary report provides information for each gateway or device name depending on the system configuration. This report provides an excellent tool for monitoring trunk usage and call distribution patterns on the trunk facilities to spot disabled or defective trunk circuits, unused or underused facilities and potential call routing problems. Trunk summary may also be used to analyze on net and off net traffic ISI Telemanagement Solutions, Inc. All rights reserved. 24

25 Trunk Detail Report The trunk detail report provides a tool to further analyze concerns uncovered in trunk summary. The detail report may be filtered and sorted to pinpoint information without having to page through a large number of call records. The first sample report below is sorted in descending order by cost. The second sample is sorted in descending order by duration. The trunk detail report provides information for each gateway or device name depending on the system configuration ISI Telemanagement Solutions, Inc. All rights reserved. 25

26 Traffic Analysis Report The Traffic Analysis report is used to determine if there are too many or too few gateways. The report uses the Erlang B algorithm to determine the busy hour for each day included in the report and shows how many trunks were available and the number of trunks required to handle the traffic at a grade-of-service level specified by the customer. Additionally, this report provides useful information such as how many calls were blocked due to having too-few trunks available and how many were blocked due to equipment failures ISI Telemanagement Solutions, Inc. All rights reserved. 26

27 Unified Communications Trunk Analysis Tool and Reports Trunk Analysis treats gateways as facilities. You can indicate the number of lines serving the gateway in the Number of Trunks field to obtain an accurate analysis ISI Telemanagement Solutions, Inc. All rights reserved. 27

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