user guide for the cisco unified intelligence center reporting ......user guide for the cisco...

User Guide for the Cisco Unified Intelligence Center ReportingApplication, Release 9.1(1)First Published: February 22, 2013

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C O N T E N T S

P r e f a c e Preface xi

Purpose xi

Audience xi

Organization xi

Related Documentation xii

Conventions xiii

Documentation and Service Requests xiii

Documentation Feedback xiv

C H A P T E R 1 Product Overview 1

About Cisco Unified Intelligence Center 1

Deployment Models 2

Databases in the Unified Intelligence Center Cluster 2

Installation and Configuration 3

Accessibility 3

Overview Drawer 3

User Authentication 4

Links on Unified Intelligence Center Reporting Pages 5

C H A P T E R 2 Getting Started with Unified Intelligence Center Reporting 9

Acquire License File From License Website 9

Sign In to Administration Interface 10

Upload License 10

Configure Active Directory Server 11

Configure Report Scheduler Email Settings 11

Create Another Super User 12

Enable Unified CCE User Integration 12

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1) iii

About Unified CCE User Integration 13

Remote Database Security 14

Sign Into Reporting Interface Using Unified Intelligence Center 14

Configure Unified CCE Data Sources 15

Set Up User Roles, Permissions, and Groups 16

Create at Least One Dashboard 17

Sign Into Reporting Interface Using LDAP 17

Basic Concepts of Unified Intelligence Center Reporting 18

User Creation 19

Run a Report 20

Unified Intelligence Center User Roles 21

Other Users 22

Unified CCE Supervisors 22

System Application User 22

System Administration User 23

Unified Intelligence Center Cache 23

C H A P T E R 3 Dashboards 25

Available Dashboards Page 26

Dashboard Permalink 27

Create Dashboard 28

View Dashboard 28

Add Dashboard Items 29

Add Report 29

Add Scheduled Report 30

Add Note 31

Add URL 31

Add Widget 32

Dashboard Slideshow 33

Rename Dashboard 33

Delete Dashboard 33

C H A P T E R 4 Data Sources 35

Data Sources Page 35

Data Source Rules 38

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1)iv

Contents

Create a Data Source 38

Delete a Data Source 41

Map to Multiple Databases 42

C H A P T E R 5 Reports 43

Available Reports Page 44

Stock Report Templates 45

List of Stock Templates 46

Create Save As Version of Stock Template 48

Historical and Real Time Templates 48

Custom Templates 49

Reports and Report Definitions 49

Report Management 50

About Imported Reports 50

Import a Report 53

Upgrade Stock Report Template 54

Run a Report 55

Filter Page 55

Complete Basic Filters Tab 56

Edit Advanced Filters Tab 58

Filter a Report for Anonymous Block and Stored Procedures 59

Set Default Filter 60

Report Viewer 60

Report Editor 62

Save 64

Save As 64

Create Save As Version of Report 65

Create Report From Scratch 65

Rename a Report 66

Export a Report 66

Localization 68

Export a Category 69

Delete a Report 70

Report Views 71

Grids 71

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1) v

Contents

Charts 72

Gauges 73

Report Permalinks 74

Variable Parameters in a Permalink 75

Supported Operators for Fields 77

Supported Operators for Parameters 80

Views Editor 81

Export Report to Excel Using Permalinks 83

Import Report Into Excel 84

HTML Permalink 84

XML Permalink 84

Grid Editor 85

Field Properties 87

Grouping 88

Add Header 89

Current Fields and Available Fields 90

Access Field Thresholds 90

Add and Edit Thresholds Page 91

Threshold Images 92

Report Summaries 94

Chart Editor 95

General Settings 95

Series Settings 99

Axis Settings 101

Summary 103

Gauge Editor 104

Export to Excel 106

Export Reports to Excel for SSL Users 107

Print 107

Reports and Time Zones 108

Reports and Daylight Savings Time 110

C H A P T E R 6 Report Definitions 111

Available Report Definitions Page 112

Create a Report Definition 113

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1)vi

Contents

Save As 114

Edit Report Definition 114

Complete Data Source Tab 115

Query Database 116

Complete Data Source Tab for Anonymous Block 116

Complete Data Source Tab for Stored Procedure 118

Fields Tab 120

Create Filter Field 122

Create Formula Field 122

Best Practices for Formulas 123

Formula Syntax Examples 123

Edit Field Properties Page 124

Field Formatting 125

Parameters Tab 126

Enable Relative Date 129

Edit Parameter Properties 129

Edit Properties Tab 130

Unified Intelligence Center SQL Syntax 132

Drilldowns 134

Create a Drilldown 134

Edit a Drilldown 135

Delete a Drilldown 136

Recommendations for Drilldowns 136

Rename a Report Definition 136

Delete a Report Definition 137

Import a Report Definition 137

Export a Report Definition 138

C H A P T E R 7 Value Lists and Collections 139

Data Collections 139

Value Lists 140

Create/Edit Value List Page 141

Display and Refresh Value List 143

Associate Value List with Report 143

Collections 143

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1) vii

Contents

All Collections Panel 144

Create/Edit Collection Page 144

Collections From UCCE User Integration 145

Collection Types 146

C H A P T E R 8 Scheduler 149

Schedule List 150

Scheduler Create/Edit Page 151

Daylight Saving Time and Scheduled Reports 156

C H A P T E R 9 Security 157

About Unified Intelligence Center Security 158

Administrative Overview 158

User List Page 158

User Information Page 159

General Information Tab 160

Change to User Roles 161

Groups 161

User Creation on User List Page 162

User Groups Page 162

Group Information 163

User Group General Information Tab 164

Groups 164

Group Members 165

User Permissions Page 165

Assign Group Permissions 165

Assign User Permissions 166

About Permissions 167

User Roles and Permissions 168

About User Groups 169

Groups and Child Groups 169

Run As 170

Audit Trail Logging in Cisco Unified Intelligence Center 170

View Audit Trail Logging in Unified Intelligence Center 171

Audit Trail Report 171

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1)viii

Contents

Current Fields in Audit Trail Report Grid View 171

Sample Audit Trail Report 172

Security Considerations 172

C H A P T E R 1 0 System Concepts and Navigation Controls 173

Access Cisco Unified Communications Solutions Tools From Unified Intelligence Center 173

Cisco Unified Serviceability 174

Unified OS Administration 174

Install Custom Certificates 175

Disaster Recovery System 176

Categories 177

Create Sub-Category 177

Delete Sub-Category 178

Drag and Drop Within Categories 178

Rename Categories 178

Permissions for Categories 178

Drawers 179

Filters 180

Delete Multiple Items 180

Online Help 181

Refresh 181

Sort List of Items 181

Stock and Custom Objects 182

Tabs 182

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1) ix

Contents

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1)x

Contents

Preface

• Purpose, page xi

• Audience, page xi

• Organization, page xi

• Related Documentation, page xii

• Conventions, page xiii

• Documentation and Service Requests, page xiii

• Documentation Feedback, page xiv

PurposeThis guide explains the user interface and functionality in the Cisco Unified Intelligence Center reportingapplication.

AudienceThis guide is intended for reporting users, administrators, and developers who use the Cisco Unified IntelligenceCenter web server to run and manage reports for the Cisco Unified Contact Center products.

This guide documents the stock objects that are installed or can be imported and used with Unified IntelligenceCenter and does not explain customization. Stock objects are Reports, Report Definitions, Data Sources,Categories, Value Lists, and Collections. You can download the necessary Cisco stock reports from theSoftware Download page on the Cisco web site and import these reports into Cisco Unified Intelligence Center.

OrganizationCoversThis Section

A high-level description of Unified Intelligence Center, the Overviewdrawer, the cluster deployment model, logging in, and authentication.

Product Overview

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1) xi

CoversThis Section

First steps to performwhen you begin to use Unified Intelligence Center,basic concepts, User Roles.

Getting Started with UnifiedIntelligence Center Reporting

The Dashboards interface, creating and viewing dashboards, addingitems to a dashboard, the dashboard slideshow.

Dashboards

The Data Sources interface, the data sources that are installed withUnified Intelligence Center, how to create and edit a data source.

Data Sources

The Reports interface, the stock reports, how to import reports, how torun a report, how to edit a report, working with report views, charts,and gauges.

Reports

The Report Definitions interface that is offered with the Premiumlicense, what is a report definition, the types of queries supported byUnified Intelligence Center, working with a report definition, the SQLsyntax used with Unified Intelligence Center.

Report Definitions

The Values List and Collections interface, how value lists are associatedwith report definitions, the types of collections you can create for avalue list, the collections that are created by Unified CCE UserIntegration.

Value Lists and Collections

The Scheduler interface, how to create and maintain a schedule for areport.

Scheduler

The Security interface, the User List, User Group, Permissions, andusing Run As.

Security

The Unified Intelligence Center user interface, how to access the CiscoUnified Communications tools, working with categories, the differencebetween stock and custom objects.

System Concepts and NavigationControls

Troubleshooting is located online, on a customer-facingWiki page thatcan be accessed by anyone who has a Cisco.com account:

Troubleshooting tips for the Cisco Unified Intelligence Center(http://docwiki.cisco.com/wiki/Troubleshooting_Unified_Intelligence_Suite)

Troubleshooting

Related DocumentationGuides for the Cisco Unified Intelligence Center

The Bill of Materials for the Cisco Unified Intelligence Center

Troubleshooting tips for the Cisco Unified Intelligence Center

The Developers' Forum for the Cisco Unified Intelligence Center

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1)xii

PrefaceRelated Documentation

http://docwiki.cisco.com/wiki/Troubleshooting_Unified_Intelligence_Suitehttp://www.cisco.com/en/US/products/ps9755/products_user_guide_list.htmlhttp://www.cisco.com/en/US/products/ps9755/products_implementation_design_guides_list.htmlhttp://docwiki.cisco.com/wiki/Troubleshooting_Unified_Intelligence_Suitehttp://developer.cisco.com/web/ccr

Cisco ACE 4700 Series Appliance Server Load-Balancing Configuration Guide

ConventionsThis manual uses the following conventions:

DescriptionConvention

Boldface font is used to indicate commands, such as user entries, keys, buttons,and folder and submenu names. For example:

• Choose Edit > Find.

• Click Finish.

boldface font

Italic font is used to indicate the following:

• To introduce a new term. Example: A skill group is a collection of agentswho share similar skills.

• For emphasis. Example: Do not use the numerical naming convention.

• A syntax value that the user must replace. Example: IF (condition, true-value,false-value)

• A book title. Example: See the Cisco CRS Installation Guide.

italic font

Window font, such as Courier, is used for the following:

• Text as it appears in code or that the window displays. Example:Cisco Systems,Inc.

window font

Angle brackets are used to indicate the following:

• For arguments where the context does not allow italic, such as ASCII output.

• A character string that the user enters but that does not appear on the windowsuch as a password.

< >

Documentation and Service RequestsFor information on obtaining documentation, submitting a service request, and gathering additional information,see the monthlyWhat's New in Cisco Product Documentation, which also lists all new and revised Ciscotechnical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Subscribe to theWhat's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feedand set content to be delivered directly to your desktop using a reader application. The RSS feeds are a freeservice and Cisco currently supports RSS version 2.0.

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1) xiii

PrefaceConventions

http://www.cisco.com/en/US/docs/app_ntwk_services/data_center_app_services/ace_appliances/vA3_1_0/configuration/slb/guide/slbgd.htmlhttp://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Documentation FeedbackYou can provide comments about this document by sending email to the following address:

[email protected]

We appreciate your comments.

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1)xiv

PrefaceDocumentation Feedback

mailto:[email protected]

C H A P T E R 1Product Overview

• About Cisco Unified Intelligence Center, page 1

• Deployment Models, page 2

• Databases in the Unified Intelligence Center Cluster, page 2

• Installation and Configuration, page 3

• Accessibility, page 3

• Overview Drawer, page 3

• User Authentication, page 4

• Links on Unified Intelligence Center Reporting Pages, page 5

About Cisco Unified Intelligence CenterCisco Unified Intelligence Center is a web-based graphical user interface that provides real-time and historicalreporting and customizable dashboards. You can copy the stock reports and then edit the copies to customizethe order and names of the columns, or to present the information graphically. You can also import additionaltemplates. The premium version of Unified Intelligence Center comes with a native Report Designer tool fordesigning new templates.

Depending on the features enabled by your Standard or Premium license and on your User Role and yourUnified Intelligence Center object permissions, you can use Unified Intelligence Center to:

• Export a report category

• Select the relative dates

• Upload the individual html and htm files

• Localize report and report help.

Cisco Unified Intelligence Center consists of two web-based interfaces: one for reporting and one foradministration. The administration console has its own user documentation and online help.

Note

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1) 1

In your internet browser, you must enable cookies for using Unified Intelligence Center and the permalinkfeature.

Add the Unified Intelligence Center URL as a "Trusted site" on Internet Explorer. See the "Add sites tothe Trusted sites zone" section at http://support.microsoft.com/kb/815141 for more information.

Note

Deployment ModelsUnified Intelligence Center is added to the Cisco Unified Contact Center environment as a cluster, comprisedof at least one and a maximum of eight nodes—one primary Controller node and as many as seven secondaryMember nodes.

DescriptionNode

is present in all deployments

is installed with both the Administration (OAMP) and Unified IntelligenceCenter Reporting applications

holds the License file, which is replicated to the member nodes

allows access, with System Administrator credentials, to Cisco UnifiedServiceability, Cisco Unified OS Administration, and the Disaster RecoverySystem

Controller (one)

are optional (a deployment can consist of a Controller node only)

are installed with Unified Intelligence Center Reporting application only

allow URL access to the Controller node

obtain their license from the Controller

Members (maximum ofseven)

Unified Intelligence Center is an appliance application similar to Cisco Unified Communications Manager.It must be installed on dedicated servers, which must be Multimedia Communications Servers (MCS) orequivalent hardware.

See the Cisco Unified Intelligence Center Bill of Materials for server requirements and version compatibility.

Databases in the Unified Intelligence Center ClusterThe Informix Dynamic Server (IDS) is installed on all nodes in the cluster.

The installation creates the following databases on each node:

• The system database: This database is the standard Cisco Call Manager database that is customized forthe Cisco Unified Intelligence Center.

• The Unified Intelligence Center databases: These databases holds information on reports, dashboard,users, and other objects maintained on each server. These databases are replicated across the cluster.

User Guide for the Cisco Unified Intelligence Center Reporting Application, Release 9.1(1)2

Product OverviewDeployment Models

http://www.cisco.com/en/US/products/ps9755/products_implementation_design_guides_list.html

The Unified Intelligence Center and the system databases are not documented and are not directlyaccessible for review and management.

You can use the Command Line Interface to perform certain actions and to view database tables andproperties. These commands include run sql, various show tech commands, the utils dbreplication andutils purge commands.

• TwoUnified Contact Center Enterprise databases—Unified CCEHistorical and Unified CCEReal-time.These databases are used to run the stock reports.

The Unified Contact Center Enterprise database is documented in the Database Schema Handbook forCisco Unified ICM/Contact Center Enterprise & Hosted.

Installation and ConfigurationInstallation is documented in the Installation Guide for Cisco Unified Intelligence Center.

AccessibilitySoftware

Cisco Unified Intelligence Center software is in compliance with Part 1193 of the United States FederalTelecommunications Act Accessibility Guidelines.

For more information, go to the Cisco website for details on the Cisco Accessibility.

User Documentation

Due to technical limitations at this time, documentation groups are unable to fulfill all documentationaccessibility design requirements.

Requests for improved accessibility for documentation are handled on a case-by-case basis upon request only.

To request a fully accessible document, please email [email protected].

See the Accessibility Troubleshooting topics for tips about working in the Unified IC interface.

Overview DrawerA successful sign in to Unified Intelligence Center opens the Getting Started page. Each line of blue text onthe Getting Started page is a link that opens an online help topic about one of the Unified Intelligence Centerfunctions.

The Getting Started page is controlled by the Overview drawer. You can always return to Getting Started byclicking the Overview drawer. All users have access to the Overview drawer and to the Getting Started page.

Do This:To:

Click the X on the Overview tabClose (hide) the Getting Started page

Click the Overview drawerReopen the Getting Started page


Product OverviewInstallation and Configuration

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.htmlhttp://www.cisco.com/en/US/products/ps9755/products_user_guide_list.htmlhttp://www.cisco.com/web/about/responsibility/accessibility/index.htmlmailto:[email protected]://docwiki.cisco.com/wiki/Troubleshooting_Tips_for_Unified_IC_8.0

User AuthenticationThe URL for the Unified Intelligence Center reporting application is https:// where HOSTis the DNS name or IP address of a Unified Intelligence Center node.

Unified Intelligence Center does not support the HTTP protocol by default. You can enable the HTTP protocolsupport by setting the http-enabled property to on from the Command Line Interface (CLI).

When http-enabled is off, then Unified Intelligence Center redirects all the HTTP requests to HTTPS.

When the http-enabled property is set to on then Unified Intelligence Center loads the login page with HTTPS.After successful login, Unified Intelligence Center loads the main page with HTTP.

There is no need to restart the Unified Intelligence Center system after setting the http-enabled property.Note

Permalinks work both in HTTP and HTTPS.

If you implement server load balancing, use the IP address of the Application Control Engine (ACE)server.

Note

Who Can Log In?

• The individual designated as Server Application User during the installation is automatically eligible tolog in and is the initial SystemAdministrator for Unified Intelligence Center. This user appears by defaulton the User List page.

◦The Server Application User can log in to Unified Intelligence Center with the username andpassword defined during the installation.

• Any user who is imported with the Unified CCE User Integration feature can log in.

◦After they are integrated, Unified CCE supervisors can log in to Unified Intelligence Center withtheir Active Directory user ID and password.

◦Supervisors automatically have the user role of Dashboard Designer and Report Designer and haveExecute permissions to view collections of their, and only their Agent and Agent teams. They canselect these collections when they filter reports.

• All IP Multimedia Subsystem (IMS) users can log in using their IMS username and password. Afterthey log in, the users are added to the Unified Intelligence Center database and are listed on the UserList Page.

◦The login for these users is either \ or . The usernameis case insensitive, but the password is case sensitive. For example, if the username is cuicadmin,you can enter cuicadmin, CuicAdmin, and CUIC\cuicadmin.


Product OverviewUser Authentication

◦IMS does not perform cross-forest authentication. However, there is a workaround that involvesthe use of Active Directory proxies. For more information, see How to Configure UnifiedCommunication Manager Directory Integration in a Multi-Forest Environment.

• For all domain users, after the LDAP server is configured in the Administration application, users inthat domain can log into Unified Intelligence Center. When the users log in, they are added to the UnifiedIntelligence Center database and appear on the User List Page. The security administrator must assignuser roles to the users. To configure Active Directory in the Administration application, select ClusterConfiguration > Reporting Configuration > Active Directory tab.

The password is case sensitive. The username is not case sensitive.Note

Links on Unified Intelligence Center Reporting PagesFigure 1: Title Bar

DescriptionLink / Feature

Click the Cisco Systems logo icon to open the Cisco Systems Web site.Cisco Logo


Product OverviewLinks on Unified Intelligence Center Reporting Pages

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_configuration_example09186a0080b2b103.shtmlhttp://www.cisco.com/en/US/products/sw/voicesw/ps556/products_configuration_example09186a0080b2b103.shtml


By default, the Unified Intelligence Center interface displays in the languagethat has been chosen for your operating system and browser. To change thelocale, choose the language from the Locale drop-down list.

Choosing the locale changes the language used on Web pages, including thereport definition, value list, reports and their generated output, and the date andtime format.

If your default browser language is one that Unified Intelligence Centerdoes not yet support, Unified Intelligence Center displays in the firstsupported language listed in your browser Language Preference. Forexample, if your browser Language Preference lists Croatian,Vietnamese, and French Canadian, in that order, Unified IntelligenceCenter defaults to French Canadian, which is the first language in yourpreferences list that Unified Intelligence Center supports.

Note

Language is session-based. You can open one instance of Unified IntelligenceCenter Reporting in French Canadian and another instance in European French.

You can select your locale:

• On the initial Login page, choose the language from theLocale drop-downlist.

• On the top of each page.

Unified Intelligence Center Reporting interface and online help are availablein the following languages:

Locale




• Simplified Chinese = zh_CN

• Traditional Chinese = zh_TW

• Danish = da_DK (Denmark)

• Dutch = nl_NL (Netherlands)

• US English = en_US

• UK English = en_UKIf you select UK English as the locale, the system displays allthe date formats as dd/mm/yyyy.

Note

• European French = fr_FR (France)

• French Canadian = fr_CA (Canada)

• German = de_DE (Germany)

• Italian = it_IT (Italy)

• Japanese = ja_JP (Japan)

• Korean = kp_KR

• Polish = pl_PL

• Portuguese = pt_BR (Brazil)

• Russian = ru_RU (Russia)

• Spanish = es_ES (Spain)

• Swedish = sv_SE (Sweden)

• Turkish = tr_TR

Locale

Shows the user ID for the user who is currently signed in.Signed On As

Opens a custom Google search for documentation relevant to UnifiedIntelligence Center.

Documentation Search

Clears the local cache for System Configuration Administrators.Synchronize Cluster

Shows the user ID for the user that the Security Administrator is impersonatingor running as.

Run As

Exits Run As mode.Stop Run As

Asks for confirmation and then logs you out.Logout

Shows the version of Unified Intelligence Center that you run and the hostnameand IP Address of the node.

About



The timeout for session inactivity is set by default to 14,400 seconds (4 hours). It is configurable through theCommand Line Interface: set cuic-properties session-timeout.



C H A P T E R 2Getting Started with Unified Intelligence CenterReporting

The System Application User must perform these tasks so that other users can begin working with UnifiedIntelligence Center Reporting.

• Acquire License File From License Website, page 9

• Sign In to Administration Interface, page 10

• Remote Database Security, page 14

• Sign Into Reporting Interface Using Unified Intelligence Center, page 14

• Sign Into Reporting Interface Using LDAP, page 17

• Basic Concepts of Unified Intelligence Center Reporting, page 18

• User Creation, page 19

• Run a Report, page 20

• Unified Intelligence Center User Roles, page 21

• Unified Intelligence Center Cache, page 23

Acquire License File From License WebsiteAny user in your organization can contact Cisco Systems, Inc. to request a license.


Procedure

Step 1 To acquire the license file, go to the Cisco Product License Registration website at this URL: https://tools.cisco.com/SWIFT/Licensing/PrivateRegistrationServlet.

Step 2 If you do not have a PAK, click the available licenses link.Step 3 Scroll to Voice Products and click Cisco Unified Intelligence Center - v8.0.Step 4 Enter your MAC Address, accept the agreement, and enter your Registrant Information.Step 5 Follow prompts to complete the registration pages.

You will receive an email from Cisco Systems that contains your license file as an attachment. The file formatis *.lic.

Step 6 Save the license file in a location where the System Application User can access it.As a best practice, save a backup copy of this file. You can open a *.lic. file to look at it, but do notmake any changes to it. Changing the file invalidates the license.

Note

Sign In to Administration InterfaceThe first person who signs in to the Administration application must do so using the User ID and passwordthat were defined for the system application user during the installation. This user is the initial Super User forUnified Intelligence Center Administration.

When you log into the Admin Console site and you do not have any scheduled backup configured andenabled, then Unified Intelligence Center displays the message "No active DRF backup schedule isavailable. Setup a new schedule now". Unified Intelligence Center displays this message only for theadministrator.

Note

Procedure

Step 1 Enter this URL:http:///oampwhere HOST ADDRESS is the IP address or hostnameof your Controller node.

Step 2 Enter the application user ID and password that you defined during installation.

What to Do Next

Upload the license.

Upload LicenseAfter signing in, the Super User must upload the license file. The file is uploaded to the Controller node and,within a minute, is automatically replicated to all nodes in the cluster.


Getting Started with Unified Intelligence Center ReportingSign In to Administration Interface

https://tools.cisco.com/SWIFT/Licensing/PrivateRegistrationServlethttps://tools.cisco.com/SWIFT/Licensing/PrivateRegistrationServlethttps://tools.cisco.com/SWIFT/Licensing/PrivateRegistrationServlet?DemoKeys=Y

Procedure

Step 1 Navigate to Cluster Configuration > License Management in the Administration application.Step 2 Click Upload license file (Browse).Step 3 Navigate to the location where the *.lic file was saved.Step 4 Click Apply License to load the license.

A message appears indicating that the license file uploaded successfully and distributed to the cluster.

The databases are polled once a minute for changes. The license replication is not immediate butoccurs within a minute.

Note

What to Do Next

Configure the Active Directory Server.

Configure Active Directory ServerThe initial Super User does not need to be authenticated through Active Directory.

Other users, such as Unified CVP reporting users, must be authenticated through Active Directory.

You must configure the Active Directory tab in the Administration console with the credential of ActiveDirectory servers so that supervisors and others can log in to the Unified Intelligence Center web applicationwith the username and password that is defined in their domain.

Procedure

Step 1 In the Administration application, navigate toCluster Configuration >Reporting Configuration and selectthe Active Directory tab.

Step 2 Complete all fields on this page. See the online help for guidance.Step 3 Click Test Connection.Step 4 When the connection is confirmed, click Save.

What to Do Next

Configure Report Scheduler email settings.

Configure Report Scheduler Email SettingsPerform this step if you intend to schedule reports and to have the scheduled reports delivered by email. Youcan perform this step at a later time.


Getting Started with Unified Intelligence Center ReportingConfigure Active Directory Server

Procedure

Step 1 From the Administration application, click Cluster Configuration > Reporting Configuration and selectthe Report Scheduler Email Settings tab.

Step 2 Complete the fields on this tab. See the online help for guidance.Step 3 Test the connection.Step 4 Click Save.

What to Do Next

Create another super user.

Create Another Super UserAt the initial sign in, the SystemApplication user defined during installation is the only Super User recognizedby the Administration application.

As a safeguard, set up at least one other Super User.

Procedure

Step 1 In the Administration application, select Admin User Management drawer > Admin User Managementto open the Admin Users page.

Step 2 Click Add New to open the Configure User page.Step 3 Complete the General tab to define a user name and a password for the new Super User.Step 4 Complete the Credentials tab and the Policy tab. See the online help for guidance.Step 5 Save the Super User.

Until you grant other roles to the Super User, additional Super Users have the Login User role.

What to Do Next

Enable Unified CCE User Integration.

Enable Unified CCE User IntegrationUsers who you configure as agent supervisors in Unified CCE ConfigurationManager and save in the UnifiedICM database can be integrated into Unified Intelligence Center. If you enable Unified CCE User Integrationin the Administration interface, you can schedule and run a synchronize process that:

• Imports these supervisors and creates them as Report Designer and Dashboard users for UnifiedIntelligence Center.

• Updates two stock value lists (Agents and Agent Teams) with collections for all supervisors' agents andagent teams.


Getting Started with Unified Intelligence Center ReportingCreate Another Super User

• Grants team supervisors Execute permissions for those collections.

Procedure

Step 1 From the Administration application, click Cluster Configuration > UCCE User Integration.Step 2 Click Enable UCCE User Integration.Step 3 Optionally, set the schedule for time of day and days of the week when you want to user integration. (You

can return to this page and set the schedule later, after you configure the Unified CCEHistorical Data Source.)Step 4 Click Save.Step 5 Do not click Synchronize Now. (You must first configure the Unified CCE Historical data source.)

What to Do Next

Set up security for remote database.

About Unified CCE User IntegrationThe Unified CCE User Integration feature imports supervisors and their teams from Unified ICM/UnifiedCCE from the Unified ICM Configuration Manager and database into Unified Intelligence Center.

Supervisors are automatically given Unified Intelligence Center user roles and can log in to Unified IntelligenceCenter to access collections and run reports for their agent teams.

Note • You cannot run User Integration until you upload the license.

• There are five tasks in the initial setup for Unified CCE User Integration. Some are performed inthe Administration interface. Some are performed in the Reporting interface. As the SystemApplication User has access to both interfaces, it is efficient for that user to set up Unified CCE UserIntegration.

The tasks are to:

• Enable Unified CCE User Integration in the Administration interface.

• Complete the configuration of the Unified CCE Historical Data Source in the Reporting Interface.

• Synchronize Users in the Administration Interface.

• Validate Collections of Agents and Agent Teams in the Reporting Interface.

• Set up a synchronization schedule in the Administration Interface.

Results of Unified CCE User Integration:

• Integrated Supervisors can sign in to Unified Intelligence Center Reporting (provided their ActiveDirectory authentication is configured).

• Integrated Supervisors are added to the Unified Intelligence Center Reporting User List with the rolesof Login User, Report Designer and Dashboard Designer.


Getting Started with Unified Intelligence Center ReportingAbout Unified CCE User Integration

• The Unified Intelligence Center Value Lists page is updated with Agents and Agent Teams collections.

• Integrated Supervisors can view their Agents and Agent Teams collections (Unified IC Reporting >Value Lists drawer).

• Integrated Supervisors are granted permissions only to the Agents and Agent Teams collections that theyown.

After you configure the Unified CCE User Integration schedule, Unified Intelligence Center updates withevery synchronization the changes to supervisors and their teams.

Remote Database SecurityAll remote databases referenced by Unified Intelligence Center data sources are repositories for data thatpopulates Unified Intelligence Center report. They must meet the following specifications:

• They must be accessible to Unified Intelligence Center through the network.

• Their TCP/IP protocol support must be enabled.

• Their remote access must be enabled.

• They must be protected with read-only access.

• Select SQL Server & Windows Authentication. Windows Authentication is not an option.

• There must be a SQL Authentication User.

Sign Into Reporting Interface Using Unified Intelligence CenterThe SystemApplication User is the initial Super User for Administration and the initial Security Administratorfor the Unified Intelligence Center Reporting interface. This user uses the same User ID and password to signin to the Administration interface and to the Unified Intelligence Center Reporting interface.On the Login page, to select the type of authentication, the Authenticator drop-down list is available onlywhen LDAP settings are configured on the Reporting Configuration page in Unified Intelligence CenterAdministration.

By default, Unified Intelligence Center allows maximum five unsuccessful login attempts. After fiveunsuccessful login attempts, Unified Intelligence Center locks the corresponding user account. UnifiedIntelligence Center unlocks all the locked accounts automatically when the elapsed time after locking ofthe account is greater than that is configured in theLockedDuration (minutes) field on the Administrationsite (OAMP).

If you log in as user 1 in one tab or window of a browser and then as user 2 in another tab or window ofthe same browser and if you go back to the previous tab or window, both the login sessions become invalidand Unified Intelligence Center logs out both the users. You cannot switch between multiple login sessionsin a browser.

Note


Getting Started with Unified Intelligence Center ReportingRemote Database Security

Procedure

Step 1 From the home page of the Administration interface, click the Control Center drawer.Step 2 Locate and click the link of the member node you want to access.

The Cisco Unified Intelligence Center login page for that member opens.Step 3 From the Locale drop-down list, select the locale.Step 4 Enter your username and password.Step 5 From the Authenticator drop-down list, select CUIC.Step 6 Click Log In.

The Overview page appears.

If you implement server load balancing, you need to access the Unified Intelligence Center reportinginterface using http:// where is either the DND name or the IP VLAN addressof the Application Control Engine (ACE) server.

Note

What to Do Next

Complete the Configuration of the Unified CCE Data Source.

Configure Unified CCE Data SourcesPlaceholders for two Unified CCE data sources appear by default on the Data Sources page. These are thedata sources for the data that populates the stock templates. Before you can run reports or can run UnifiedCCE User Integration, you must edit the parameters of these data sources to complete the configuration,including Database Host, Database port, Database Name, User ID and Password.

The two data sources—Unified CCE Historical and Unified CCE Realtime—contain the same information,but the Unified CCE Historical data source has a lower load volume and is used to gather data for most of thestock value lists and for Unified CCE User Integration.

Before you can run reports or can run Unified CCEUser Integration, youmust edit the Unified CCEHistoricaldata source to complete the configuration for the Database Host Address, Database Name, IP Address, UserID, and Password.


Getting Started with Unified Intelligence Center ReportingConfigure Unified CCE Data Sources

Procedure

Step 1 From the Unified Intelligence Center Reporting application, click the Data Sources drawer in the left panelto open the Data Sources page.

Step 2 Select the Unified CCE Historical Data Source.Step 3 Click Edit to open the Data Source Create/Edit page.Step 4 Complete the fields for this data source. See the online help for guidance.Step 5 Test the data source connection. Troubleshoot if necessary.Step 6 Save the data source.Step 7 Repeat steps 2 through 6 for the Unified CCE Realtime data source.

Set Up User Roles, Permissions, and GroupsThe System Application User, as the default Security Administrator, needs to review all the users who are onthe User List, check their user roles, assign permissions, create user groups, and assign users as members ofgroups.

Procedure

Step 1 From the Unified Intelligence Center Reporting application, click the Security drawer. Then click User List.The User List is populated with the initial Security Administrator as well as all supervisors who have beenimported by Unified CCE User Integration.

Step 2 Select and edit each user to verify his or her User Roles and to set Permissions. See the online help for detailson User Roles and Permissions.The System Application User has all user roles and is the owner of all stock objects, including stock datasources, stock categories, report definitions, reports, value lists and connections. The Permission preferencefor this user is set to Execute for both My Group and the All Users group.

Unified Intelligence Center users who correspond to Unified CCE supervisors are created by Unified CCEUser Integration and have the Report Designer and Dashboard Designer roles.

Step 3 From the Unified Intelligence Center Reporting application, click the Security drawer. Then click UserGroups.There are two stock groups: All Users, to which all Unified Intelligence Center users are automatic members,and Administrators, to which System Application Users are members. You can create additional user groupsas indicated by your organization's needs.

Step 4 Assign users to groups. By default, every user's default parent group is All Users. You can assign each userto a different group as its default parent group, and to as many as other groups as indicated by yourorganization's needs. See the online help for details on User Groups.

What to Do Next

Create at least one dashboard.


Getting Started with Unified Intelligence Center ReportingSet Up User Roles, Permissions, and Groups

Create at Least One DashboardUnified Intelligence Center Reporting uses dashboards to organize and orient users. The installation does notcreate a default dashboard. You must create at least one dashboard and set it with Execute permissions forthe All Users Group.

Procedure

Step 1 From the Unified Intelligence Center Reporting application, click the Dashboards drawer to open the AvailableDashboards page.

Step 2 Right-click the Dashboards folder and select Create Dashboard.A dialog box that asks for a name and user permissions for the new dashboard appears.

Step 3 Enter the dashboard name and select Execute permissions for All Users. Then click OK.You return to the Available Dashboards page. Your new dashboard appears on the list.

Step 4 Right-click your dashboard and select View.A page where you can add items to the dashboard appears.

Step 5 Design the dashboard, referring to the online help if necessary.Step 6 Save the dashboard.

Sign Into Reporting Interface Using LDAPOn the Login page, to select the type of authentication, the Authenticator drop-down list is available onlywhen LDAP settings are configured on the Reporting Configuration page in Unified Intelligence CenterAdministration.

Procedure

Step 1 From the home page of the Administration interface, click the Control Center drawer.Step 2 Locate and click the link of the member node you want to access.

The Cisco Unified Intelligence Center login page for that member opens.Step 3 From the Locale drop-down list, select the locale.Step 4 Enter your Username and password.

(Optional) Enter the username in one of these formats: [email protected] or identifier\username if a specificusername identifier is required. The identifiers that you use to log in must be pre-configured on the ReportingConfiguration page in Unified Intelligence Center Administration.

Step 5 From the Authenticator drop-down list, select LDAP.Step 6 Click Log In.

The Overview page appears.


Getting Started with Unified Intelligence Center ReportingCreate at Least One Dashboard

If you implement server load balancing, you need to access the Unified Intelligence Center reportinginterface using http:// where is either the DND name or the IP VLAN addressof the Application Control Engine (ACE) server.

Note

What to Do Next

Complete the Configuration of the Unified CCE Data Source.

Basic Concepts of Unified Intelligence Center ReportingExplanationTerm

Dashboards are web pages that can display reports, report lists, scheduledreports, notes, and web-based elements—such as URLs and widgets—that arerelevant to specific workflows and responsibilities.

Dashboards

A data source is a connection to a database from which reports are populated.Each data source has a configuration page with the IP Address, username,password, and database type for a database used by Unified Intelligence Center.

Data Sources

Drilldowns allow you to create links from one report to another so that you canlaunch a second report from a field in the current report window.

Drilldowns

Reports show data that are returned by Report Definitions and that can bedisplayed in various views as grids, as charts, and as gauges.

Reports

A Report Definition defines the interface for a report. Each Report Definitioncontains the dataset that is obtained for a report—this includes the SQL query,the fields, the filters, the formulas, the refresh rate, and the key criteria fieldfor the report.

Unified Intelligence Center separates Reports from Report Definitions.

Users can view, create or edit Report Definitions only if the Unified IntelligenceCenter deployment has a Premium license.

Report Definitions

Report Templates are well-formed XML files based on Report Definitions.Report Templates


Getting Started with Unified Intelligence Center ReportingBasic Concepts of Unified Intelligence Center Reporting

ExplanationTerm

A report view is a layout presentation for the data that is retrieved for the report.Unified Intelligence Center supports three types of views:

• Grid Views

• Chart Views

• Gauge Views

All stock reports have a grid view. Some stock reports have a chart view.

You can create many views for a report, can define the default view for a report,and can change a report view once the report is generated.

You cannot delete all views. Every report must have at least one view.

Report Views

Value lists contain all reportable items of the same type, for example, all agentsor all skill groups.

Value Lists

Collections are subsets of value lists that can be used to control the amount ofdata that users can select to populate a report.

Collections

You can set a threshold for a field in a report grid to configure that field todisplay in a distinctive format.

Thresholds

User Groups are constructs that allow security administrators to partitionUnifiedIntelligence Center functionality.

Creating User Groups expedites the provisioning process when multiple usersneed the same access to dashboards and reports, or when users require distinctpermissions and features based on regional or organizational requirements.

User Groups

Users have permissions associated with the groups in which they are members,and each member of a group has specific permissions in that group.

Users need object permissions to perform operations on Unified objects. Thereare two levels of permissions: EXECUTE and WRITE. Users may havepermissions associated with the groups in which they are direct members ormembers of their child groups.

Object Permissions

User Roles assign the actions and capabilities that a user has in UnifiedIntelligence Center. There are sevenUser Roles, and each user can havemultipleroles.

User Roles

User CreationUnified CCE report users, or supervisors, are created automatically when you runUnified CCEUser Integration.These users can log in using their Active Directory credentials and can view and run reports and dashboardsand view the collections of agents and agent teams that they supervise.


Getting Started with Unified Intelligence Center ReportingUser Creation

Other report users can sign in only if they exist in the Administration console as Super Users or if ActiveDirectory has been configured in the Unified Intelligence Center Administration console for their domain.

• Super Users are IMS users and they can sign in using their IMS user credentials.

• Users authenticated through Active Directory are considered to be LDAP users, and they can sign inusing their LDAP user credentials.

Both IMS users and LDAP users can log in to Unified Intelligence Center Reporting and are restricted to thelimited Login User role until the Unified Intelligence Center Reporting security administrator gives themadditional roles.

Although you can create a user on the Unified Intelligence Center User List page, an entry on the User Listis not sufficient for that user to be able to sign in to Unified Intelligence Center. One reason to create userson the User List page is to expedite the assigning of roles to users before they sign in.

Cisco Unified Intelligence Center uses LDAP V2 which does not support all Unicode characters that areused in the first name or surname of LDAP users.

Note

Run a ReportProcedure

Step 1 Sign in to the Unified Intelligence Center application.Step 2 Click the Reports drawer.Step 3 Open Report Category folders until you locate the report you want. The imported Stock reports are listed

under Reports > Stock > UCCE.

Figure 2: Stock Template

Step 4 Double-click the report name, or right-click the name, and then select Run.


Getting Started with Unified Intelligence Center ReportingRun a Report

Unified Intelligence Center User RolesThere are seven User Roles, and a user can be assigned to one, any, or all of them.

Depending on the size, staff, geographical distribution, and security practices of your call center, you canassign multiple user roles to a few people or to distribute user roles to many people.

The User Roles for Unified Intelligence Center are as follows:

Login User

By default, any user who signs in to Unified Intelligence Center for the first time is a Login User. LoginUsers have that role and only that role until the Security Administrator assigns additional roles ordeactivates the Login User role.

Only a Security Administrator can assign additional user roles to a user or remove any role includingLogin role from any user. If a user does not have the Login Role, that user cannot access the reportinginterface.

An active login user can:

• Log in to Unified Intelligence Center

• Open the Security drawer, access the User List, and edit their own User Information page; forexample, to change the alias or phone number.

System Configuration Administrator

This user has all the rights of an active Login User and the following permissions:

• Has full access to the Data Sources drawer and its functions.

• Has full access to the Scheduler drawer and its functions.

• Can delete, import, and export stock reports.

• Can click the Synchronize Cluster button to clear the local cache.

Security Administrator

This user has all the rights of an active Login User and has full access to the Security drawer and itsfunctions.

Dashboard Designer

This user has all the rights of an active Login User and has full access to the Dashboard drawer.

Report Designer


• Has full access to the Reports drawer.

• Has Execute access to the Data Sources and Value Lists drawers

• Can access the Scheduler drawer to work with own reports.


Getting Started with Unified Intelligence Center ReportingUnified Intelligence Center User Roles

Report Definition Designer


• Has full access to the Report Definition drawer.

• Has Execute access to the Data Sources and Value Lists drawers

Value List Collection Designer


• Has full access to the Value List drawer.

• Has Execute access to the Data Sources drawer.

Other UsersIn addition to the seven designated Unified Intelligence Center User Roles, the following individuals haveaccess to Unified Intelligence Center:

• Unified CCE Supervisors

• System Application Users

• System Administration Users

Unified CCE SupervisorsSupervisors who are importedwhenUnified CCEUser Integration is enabled. They becomeUnified IntelligenceCenter users and are automatically given the following roles:

• Active Login Users

• Dashboard Designers

• Report Designers that can schedule, run, and view reports for the agents and agent teams they supervise.Report Designers can also view their own agent and agent team collections that are imported duringUnified CCE User Integration.

System Application UserThis is not a Unified Intelligence Center role. This role is defined during installation. You set credentials forthis user during the installation of all nodes. As a best practice, use the same Application User credentials forall nodes.

The Application user who is configured during the installation of the Controller node is by default the initialSuper User for the Administration console and has full rights to all functions in the Administration and UnifiedIntelligence Center reporting applications.

This user:

• is configured as the Application User during installation


Getting Started with Unified Intelligence Center ReportingOther Users

• is the initial Super User in the Administration console

• can create additional Super Users in the Administration application

• can sign in to Unified Intelligence Center and has full rights to all functions in Unified IntelligenceCenter

• is the initial Security Administrator user in the Unified Intelligence Center reporting application

• can create additional Security Administrator users in the Unified Intelligence Center reporting application

• cannot have any role taken away

• cannot take any role away from themself

System Administration UserThis is not a Unified Intelligence Center role. This role is defined during installation.

SystemAdministrator User credentials are node-specific. As a best practice, use the same SystemAdministratorUser credentials for all nodes.

This user cannot sign in to Unified Intelligence Center OAMP or Unified Intelligence Center Reportingapplications.

The Admin User credentials for the Controller node are used to:

• Access the CLI for the Controller node.

• Log in to the Disaster Recovery System, the Cisco Unified OS Administration, and Cisco UnifiedServiceability applications from the Navigation menu in the Administration console.

The Admin User for a Member node can:

• Access the CLI for that Member node.

Unified Intelligence Center CacheUnified Intelligence Center uses a cache to optimize access to the local Cisco Unified Intelligence Centerdatabase. This cache is built on top of the local configuration database. Using database replication, the contentsof every node's Cisco Unified Intelligence Center database are kept in synchronization with the other nodesin the cluster.

The Unified Intelligence Center architecture is designed to provide a highly scalable cluster in which everynode manages its own local cache independently of other nodes. Whenever an item stored in the local cache(such as a report template or a dashboard) is modified, a message is sent to other nodes in the cluster indicatingthat item has been modified and that their version of that item is stale.

Upon receipt of the message, each node invalidates its own references to the stale item in the local cache. Inthis manner, all nodes remain synchronized. There are a few exceptional cases where stale data can be re-cachedor become out of synch in the cluster. For this reason, the Unified Intelligence Center System ConfigurationAdministrator has access to a link on the menu bar called Synchronize Cluster.

Clicking this link and confirming notifies all nodes in the cluster to clear their local cache and synchronizesand empties all caches in the cluster. Clearing the locale cache forces each node to go directly to the databasefor the requested information.


Getting Started with Unified Intelligence Center ReportingUnified Intelligence Center Cache

As each node gets fresh data from the database, the new data is automatically put into the local cache andaccessed during future requests. Data will be consistent in the database, and there will be no loss of information.

It is best to perform this action during off-hours.Note


Getting Started with Unified Intelligence Center ReportingUnified Intelligence Center Cache

C H A P T E R 3Dashboards

The Unified Intelligence Center interface is organized by dashboards.

Dashboards are web pages that display reports, scheduled reports, sticky notes, and web-based elements,such as URLs and web widgets, that are relevant to specific workflows and responsibilities.

For example, if your call center supports a clothing retailer, it might be useful to create a dashboard withseveral versions of a real-time call activity report (a grid and a chart) as well as the URL for the retailer'sweb page.

Click the Dashboards drawer in the left panel to open the Available Dashboards page. (Only users with theDashboard Designer user role can open the Dashboards drawer.) The dashboards you see when you openthe Dashboards drawer are created dashboards that you and others created. You can see the dashboardscreated by others because they have given you permission to view.

Note • All dashboards must be created by a Dashboard Designer.

• Unified Intelligence Center is not installed with a default dashboard.

• All actions on the Dashboards interface are based on user role and on the user's object permissionsfor dashboards and for categories.

See also Troubleshooting Dashboards.

• Available Dashboards Page, page 26

• Create Dashboard, page 28

• View Dashboard, page 28

• Add Dashboard Items, page 29

• Dashboard Slideshow, page 33

• Rename Dashboard, page 33

• Delete Dashboard, page 33


http://docwiki.cisco.com/wiki/Troubleshooting_Tips_for_Unified_IC_9.0#Dashboards

Available Dashboards PageYou can manage dashboards from the Available Dashboards page—the page that opens when you click theDashboards drawer.

Dashboards are contained in categories and sub-categories. Unified Intelligence Center is installed with onedefault dashboard category named Dashboards1. All dashboards and sub-categories that your organizationcreates are nested under Dashboards. You can renameDashboards. You cannot delete the Dashboards category.

Figure 3: Available Dashboards Page

Actions From This Page

• Refresh—updates both the Available Dashboards page and the tree under the Dashboards drawer toreflect changes anyone has made to add, modify, or delete dashboards or dashboard categories.

• Help—opens online help for the page.

• X—closes the page.

•Work with Categories:

◦Create sub-category from a category or a sub-category.

◦Delete sub-category

◦Rename sub-category

◦Set permissions for the sub-category.

• Drag and drop—You can drag and drop dashboards and sub-categories.

• Copy and use the dashboard permalink—To retrieve the permalink, right click in the dashboard treethat you are copying the permalink to, and click on Html Link.

If you want to log out from a permalink session, click Logout.Note

1 Initially, this category contains no dashboards.


DashboardsAvailable Dashboards Page

Dashboard Time Zone Considerations

If a report is added in a dashboard, the time specific data in the report is based on the user's time zone. Forexample a user at GMT + 0 can view the report in a dashboard with information based on the time zone GMT+0. For more information see TIME ZONE CONSIDERATIONS, on page 108.

Time specific data in the scheduler filter is based on the time zone of the user who configures the scheduler.The report data in the dashboard is based on the time zone of the user who runs the dashboard. For example,if the time zone of the user who configures the scheduler report is GMT + 0 and the time zone of the user whoruns the dashboard is GMT +10, then the scheduler filter is based on GMT +0 and the report data is based onGMT + 10.

Dashboard PermalinkUnified Intelligence Center supports permalink to a dashboard. To retrieve the permalink, right click on thedashboard in dashboards tree, click on Html Link and copy the permalink.

Permalinks of new reports need authentication and open in the authenticated mode. Permalinks of existingreports do not need authentication and open in the unauthenticated mode.

By default, the Enable Unauthenticated Access check box is not checked.

Unified Intelligence Center supports authenticated access to Excel and XML permalinks only from abrowser and does not support access using the native clients such as MS Excel because for secure access,Unified Intelligence Center requires a form-based authentication which is not supported by the nativeclients such as Excel and XML client.

Note

If the dashboard has report widgets, ensure that the default filter is set for these reports. Filters cannot besaved for stock reports since they are not editable. Cisco recommends making a copy of the stock report,setting the default filter, checking the Bypass Filter Dialog check box, saving it, and adding the reportcopy to the dashboard.

Note

Dashboard Permalink Time Zone Considerations

In a dashboard permalink the report information is based on the time zone of the Unified Intelligence Centerserver. A user at GMT + 0 can view the report in a dashboard permalink with information based on the UnifiedIntelligence Center server at time zone GMT+ 2.

For a scheduler in a dashboard permalink, the information is based on the time zone of the last modified user.A user at GMT + 0 can view the schedulers in a dashboard permalink with information based on the lastmodified user at time zone GMT+ 2. For more information, see Time Zone Considerations for ReportPermalink, on page 75.


DashboardsDashboard Permalink

Create DashboardProcedure

Step 1 Right-click Dashboards or on a sub-category in the Available Dashboards page, and then click CreateDashboard.A dialog box opens and requests a name and the default permissions for the dashboard.

Step 2 Enter a name of up to 50 characters.Step 3 Set the permissions for My Group.

My Group refers to the dashboard owner's default group. If this default group is the All Users group, theoptions to set permissions for non-administrative users is disabled. Only administrative users can set permissionsfor the All Users group.

Step 4 Click OK to add the new dashboard to the Dashboards page.Step 5 To add content to the new dashboard, right-click its icon and select View.

View DashboardIf you have Execute permissions, you can view a dashboard, based on your permission for the dashboard'scategory. (If you cannot view the category, you cannot locate the dashboard, even if you have Execute orWrite permission for the dashboard.)

To view a dashboard, click a dashboard or right-click a dashboard and select View.

Actions from this page

• Add—Opens a dialog where users with the required permissions can add dashboard items. By default,the new dashboard is empty. A Dashboard Designer user without Write permissions can add items to adashboard but cannot save the added items.

• Save—Saves changes you make to the dashboard.

• Refresh—Updates the dashboard to reflect any changes.

• Pop Out—Opens the dashboard permalink in a new browser. The popout has no Unified IntelligenceCenter edit or toolbar functions. Click x to close the window.

• Slideshow—Select this to view the dashboard items as a slideshow. This is disabled until you haveadded items to the dashboard.

• Help—Opens online help.

• X—Closes the dashboard.

• Auto Refresh—This option is available only for reports within the Dashboard. Allows you to enableor disable auto refresh for data displayed in this window. When Auto Refresh is checked, the systemrefreshes data in real time. If this check box is unchecked, the data available remains static unless yourefresh. If the corresponding check box is checked in the parent window, the system also checks the box


DashboardsCreate Dashboard

in the pop out window. If you click Refresh, the system refreshes the data in the window, but does notchange the state of the Auto Refresh check box.

When you manually refresh the widgets that display a dashboard permalink, the Auto Refresh check boxreturns to the selected state after you refresh. This only occurs if you open the dashboard permalink in theDashboard viewer.

Note

Add Dashboard ItemsIf you have EXECUTE permissions, you can add items to a new dashboard and modify items in an existingdashboard.You can add the following items to a dashboard: Reports, Scheduled Reports, URLs, Widgets, and StickyNotes.

After you add an item, move or resize it if necessary. Then click Save.

Actions for Dashboard items:

•Move—Newly-added items overlap existing items. Click the item title bar and drag the item so that itdoes not obscure the item beneath it.

• Resize—To resize dashboard items, click the bottom right corner.

• Display item properties—Click the pencil ( / ) image in the itemmenu to open item settings for editing.

•Minimize—Click the _ in the top right corner to minimize an item.

• Delete—Click the x in the top right corner to delete an item.

Add Report

Procedure

Step 1 Open the Dashboard and click Add.Step 2 Enter a title for the report you are adding.

You can specify the title as plain text or text within html tags.

Step 3 Select type Report.Step 4 Modify the default parameters for size and position, if desired.Step 5 To select a report, click the arrow next to the Reports folder, and then click a radio button for the report name.Step 6 Click OK to return to the dashboard.

You may need to collapse the category to see the OK button.

Step 7 If necessary, move the report to a better location on the dashboard.Step 8 Click Save.


DashboardsAdd Dashboard Items

Figure 4: Adding a Report to a Dashboard

Reports that you add to a dashboard are refreshed. You can scroll through the report, and resize reports.

If you want a dashboard to display a grid view and a chart view of the same report, create a Save Asversion of the report with a chart view. Then select the grid and the chart for the dashboard display.

Note

Add Scheduled Report

Procedure

Step 1 Open the Dashboard and click Add.Step 2 Enter a title for the schedule you are adding.


Step 3 Select type Schedule.Step 4 Modify the default parameters for size and position, if required.Step 5 Select a schedule from the list that opens.Step 6 Click OK to return to the dashboard.Step 7 If necessary, move the schedule to a better location on the dashboard.Step 8 Click Save.


DashboardsAdd Scheduled Report

Add NoteAdd a sticky note to a dashboard to post short notes to users who work with that dashboard.

Procedure

Step 1 Open the Dashboard and click Add.Step 2 Enter a title for the item you are adding.


Step 3 Select type Sticky Note.Step 4 Modify the default parameters for size and position, if desired.Step 5 Enter the content for the note.Step 6 Click OK to return to the dashboard.Step 7 If necessary, move the sticky note to a better location on the dashboard.Step 8 Click Save.

Figure 5: Dashboard with Sticky Note

Add URLAdd a URL to embed a web page that opens from the dashboard.


DashboardsAdd Note

Procedure



Step 3 Select type URL.Note • If you do not begin the URL with http://, the http protocol is

assumed.

• The resulting error for an invalid URL depends on the browser.

Step 4 Modify the default parameters for size and position, if desired.Step 5 Type or paste the URL in the Content field.Step 6 Click OK to return to the dashboard.Step 7 If necessary, move the URL item to a better location on the dashboard.Step 8 Click Save.

Add WidgetAdd a Javascript-based web widget to embed an application (such as a video or a calculator) that runs fromthe widget into the dashboard.

This is an advanced feature that should be used by those familiar with web development. Unified IntelligenceCenter is not installed with any widgets, but you can copy them from online sources such aswww.widgetbox.com.

Procedure



Step 3 Select typeWidget.Step 4 Modify the default parameters for size and position, if desired.Step 5 Copy the code from a widget and then paste it in the Content field of the dialog.Step 6 Click OK to return to the dashboard.Step 7 If necessary, move the widget item to a better location on the dashboard.Step 8 Click Save.


DashboardsAdd Widget

Dashboard SlideshowUse the slideshow mode to move through items on the dashboard.

If a dashboard has only one item, you can run a slideshow, but you will not notice a change.Note

Actions from this page

• Pause—halts the slideshow on the current item.

• Play—starts the slideshow.

• Stop—stops the slideshow and returns to the dashboard.

• Set Interval—opens a field where you can set the interval in seconds for the slideshow cycles. Theminimum interval is 1 second. The maximum is 900 seconds.

Rename DashboardWith Write permissions, you can rename a dashboard.

Procedure

Step 1 Right-click the icon for the dashboard and select Rename.A dialog box with a Rename To field appears.

Step 2 Enter a new name of up to 50 characters and click Rename.Click Cancel to keep the original name.

Delete DashboardWith Write permissions, you can delete a dashboard.

Procedure

Step 1 Right-click the icon for the dashboard and select Delete.Step 2 Click Yes to confirm the deletion. Click No to cancel.


DashboardsDashboard Slideshow


DashboardsDelete Dashboard

C H A P T E R 4Data Sources

A data source represents a database. Each reporting server requires one data source for each database fromwhich reports are populated.

Note • Unified Intelligence Center supports MS SQL Server and Informix databases.

• Unified Intelligence Center supports Data Source connections across a wide area network.

• Unified Intelligence Center does not supportWindowsAuthentication to anMS SQL Server database.Use SQL authentication only.

Data Sources Drawer : Click the Data Sources drawer in the left panel to open the Data Sources page.(Only users with the System Configuration Administrator privileges can access the full functions of thisdrawer.)

All actions on the Data Source interface are based on user role and on the user's object permissions fordata sources.

Note

See also Troubleshooting Data Sources.

• Data Sources Page, page 35

• Create a Data Source, page 38

• Delete a Data Source, page 41

• Map to Multiple Databases, page 42

Data Sources PageThis page opens when you click the Data Sources drawer. After a new installation, this page shows thefollowing Data Sources:

• Unified Intelligence Center data source


http://docwiki.cisco.com/wiki/Troubleshooting_Tips_for_Unified_IC_9.0#Data_Sources

◦AData Source for the Unified Intelligence Center database is added by the installer. This databaseholds tables for objects such as reports, dashboards, value lists, and users that are added andmaintained on that member node. The Unified Intelligence Center data source for each memberis replicated across the cluster.

◦You can edit the description for the Unified Intelligence Center data source, but do not changeother fields. The Unified Intelligence Center data source for each node is configured by default topoint to that member.

• UCCE Historical data source

◦This data source is added by default to support the Unified ICM/CC stock historical reports andUCCE User Integration.

◦Complete the Database Host, Database Name, and the Database User ID and Password fields forthis data source and ensure that it is online before Unified CCE User Synchronization can occur.

• UCCE Realtime data source

◦This data source is added by default to support the Unified ICM/CC stock real time reports.

◦Complete the Database Host, Database Name, and the Database User ID and Password fields forthis data source.

Depending on your environment, the UCCEHistorical and UCCERealtime data sources can point to the samemachine.

If you attempt to import CVP Call Back Reports on the standard data source (cvp_data), the import failswith the following message:

“Import could not be completed: Query validation failed against the selected data source.”To correct this issue, create a separate data source to point to the callback database instead of the cvp_datadatabase.

Note

For more information about configuring a CVP data source, refer to Create a Data Source for Unified CVPReport Data section in CVP Reporting Guide.

You have the option to execute a CLI command such that each node points to a unique IP Address for theUCCE Historical or Realtime data source. The command is set cuic-properties host-to-ip. The CLI isdocumented in the Administration Console User Guide for Cisco Unified Intelligence Center.

Figure 6: Data Sources


Data SourcesData Sources Page

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp8_5/configuration/guide/CVP_Reporting.pdf

If you plan to import reports that will pull data from databases other than the aw_hds, add data sources forthose databases.

Click the radio button at the left of each row to select and edit that data source.

Table 1: Rows on Data Sources Page

DescriptionField

The name of the data source.Name

Shows the status of the connected data source. The green check markindicates connectivity. The red x indicates no connectivity. Primary indicatesprimary data source. Secondary indicates secondary data source.

Connected Node

Shows the status of the standby data source. The green checkmark indicatesconnectivity. The red x indicates no connectivity. Primary indicates primarydata source. Secondary indicates secondary data source.

Standby Node

The database type (MS SQL Server or Informix).Type

DNS name or IP address of the database server.

The database name must be the AWDB name and not the HDSname. The system uses the views from the AW database to getinformation from the HDS database.

Note

Database Host

The name of the database.Database Name

The character set used by the data source.Charset

Actions from this page depend on your permissions and include:

• Create—opens the Data Source Create/Edit page with blank fields for defining a new data source.(Available only for the System Configuration Administrator user.)

• Edit—enabled when a row is selected, opens the Data Source Create/Edit page where you can reviewor modify fields. (Disabled for most users.)

• Delete—enabled when a row is selected, prompts for a confirmation and then deletes the data source.(Available only for System Configuration Administrator users with WRITE permissions on the datasource.)

• Refresh—updates the data source page to reflect any changes.

• Switch Node— prompts to switch over to the alternate database host.This button is enabled if the selected data source has a secondary database host configured to it, and theuser has edit permissions to the data source.

• Help—opens online help.

• X—closes the page.


Data SourcesData Sources Page

Automatic Switch Over

If the connection to the database fails while running a report, Unified Intelligence Center attempts to switchto a standby node if one is available. A switch over is attempted if any of the following conditions occur:

1 Connection Failure (SQL States = 08000, 08002, 08003, 08006, 08S01, 08007, 01002)

2 SQL-client unable to establish SQL-connection (SQL State = 08001)

3 SQL-server rejected establishment of SQL-connection (SQL State = 08004)

If any of these condition occur while running a report, Unified Intelligence Center checks whether thecorresponding datasource has a standby node configured. An automatic switch takes place, if a standbynode is configured and is reachable. The report execution will be uninterrupted and it will run against thenewly connected datasource node.

Data Source RulesA database must be set up with an SQL user account with a password and read-only permission for the databaseand minimum OS user privileges (for Informix).

The database server must be set to allow SQL authentication and to enable TCP/IP protocol and remotenetwork connection.

The database port must not be blocked by firewalls, routers, or any other security software (such as CiscoSecurity Agent).

The following are not supported:

•Windows integrated authentication connection to MS SQL Server.

• A data source that points to more than one database.

Create a Data SourceUnified Intelligence Center allows you to configure primary and secondary data sources from data sourcepage.

Procedure

Step 1 Select Data Sources drawer > Data Sources page > Create to open the Data Sources create page.Step 2 Complete fields in the Primary tab as follows to configure the primary data source:

ValueFields available inField

Enter the name of the data source.

When users create Report Definitions and ValueLists, they see only the name of the datasources. Give a meaningful name to a newDataSource.

All data sourcesName

Enter a description for this data source.All data sourcesDescription


Data SourcesData Source Rules

ValueFields available inField

user guide for the cisco unified intelligence center reporting ......user guide for the cisco...

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