Cisco Unified Intelligence Center User Guide, Release 11.0(1)
First Published: 2015-08-27
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CONTENTS
Preface
Preface vii
Change History vii
About This Guide vii
Audience vii
Related Documents viii
Obtaining Documentation and Submitting a Service Request viii
Documentation Feedback viii
CHAPTER 1
Introduction to Cisco Unified Intelligence Center 1
Cisco Unified Intelligence Center 1
Access Unified Intelligence Center 2
Default Locale in Unified Intelligence Center 2
Internet Explorer 10 and 11 Browser Support 2
CHAPTER 2
Report Management 5
Report Manager 5
Run a Report 7
Report Viewer 8
Historical and Real-Time Reports 8
Live Data Reports 9
CHAPTER 3
Filter Data in a Report 11
Filters in a Report 11
Types of Filters 11
Configure a Date Range Filter 12
Configure a Value List or Collection Filter 14
Configure Advanced Filters 15
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Contents
Configure CUIC Live Data Gadgets in Cisco Finesse Desktop with compositeFilterId 16
CHAPTER 4
Report and Time zones 19
Reports and Time Zones 19
CHAPTER 5
Schedule Report 23
Schedule a Report 23
Daylight Saving Time and Scheduled Reports 24
Create a Schedule for a Report 24
Configure a Scheduled Report to Be Sent by Email 25
Configure a Report To Save to Remote Location 26
CHAPTER 6
Dashboard 29
Dashboard Overview 29
Dashboard Manager 30
View a Dashboard 30
Create a Dashboard 30
Add an Item to Dashboard 31
Run a Slideshow 32
View Dashboard Permalink 33
CHAPTER 7
Permalinks 35
Permalink 35
Permalink for a Dashboard 36
Permalink to a Report 36
CHAPTER 8
View Help 39
View Help 39
Get Help on Cisco Unified Intelligence Center 39
Get Help on a Report 39
CHAPTER 9
Gadget Toolbar 41
Gadget Toolbar Improvements 41
APPENDIX A
Live Data Failover 43
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Contents
Live Data Failover 43
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Preface
• Change History, page vii
• About This Guide, page vii
• Audience, page vii
• Related Documents, page viii
• Obtaining Documentation and Submitting a Service Request, page viii
• Documentation Feedback, page viii
Change History
Change
Date
Included Chapter Report and Time zones, on page
19
November 2014
Included Chapter Gadget Toolbar Improvements, on December 2014
page 41
Updated Chapter Live Data Failover, on page 43
March 2015
About This Guide
This guide explains the user interface and functionality in the Cisco Unified Intelligence Center reporting
application.
Audience
This guide is intended for users who use Cisco Unified Intelligence Center to run reports. The user can generate
reports, filter data in a report, and schedule a report.
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Preface
Related Documents
Related Documents
• Guides for the Cisco Unified Intelligence Center
• Troubleshooting tips for Cisco Unified Intelligence Center
• Developers' Forum for the Cisco Unified Intelligence Center
Obtaining Documentation and Submitting a Service Request
For information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a service
request, and gathering additional information, see What's New in Cisco Product Documentation.
To receive new and revised Cisco technical content directly to your desktop, you can subscribe to the What's
New in Cisco Product Documentation RSS feed. RSS feeds are a free service.
Documentation Feedback
You can provide comments about this document by sending an email to the following address:
[email protected]
We appreciate your comments.
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CHAPTER
1
Introduction to Cisco Unified Intelligence Center
• Cisco Unified Intelligence Center, page 1
• Internet Explorer 10 and 11 Browser Support, page 2
Cisco Unified Intelligence Center
This is a reporting platform for users of Cisco Contact Center products. From release 11.5, you are provided
with a new Unified Intelligence Center page. As a reporting user, you can use the new Unified Intelligence
Center page to perform these tasks:
• Create and view reports
• Filter data in a report
• View permalinks for reports
• Set sharing permissions for a report
• Select language for accessing CUIC
To perform the following tasks, you are re-directed to the legacy Unified Intelligence Center reporting page.
• Schedule reports to run at selected intervals
• Creating and viewing for
• Reports
• Report Definition
• Data Source
• Value List
• New Users and their permission
• Dashboards
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Introduction to Cisco Unified Intelligence Center
Access Unified Intelligence Center
Note
In release 11.5, the new reporting page is designed for supervisors and agents use only.
Access Unified Intelligence Center
The URL for logging in to the Unified Intelligence Center reporting application is https://<HOST>:8444/cuic,
where HOST is the DNS name of a Unified Intelligence Center node.
Unified Intelligence Center does not support HTTP by default. You can enable HTTP support by setting the
property http-enabled to on from the command-line interface. With HTTP enabled, Unified Intelligence Center
loads the login page with HTTPS. After successful login, Unified Intelligence Center loads the main page
with HTTP.
The URL for logging in to the Unified Intelligence Center reporting application with HTTP enabled is
http://<HOST>:8081/cuic, where HOST is the DNS name of a Unified Intelligence Center node.
When http-enabled is off, Unified Intelligence Center redirects all HTTP requests to HTTPS.
Note
Permalinks work in both HTTP and HTTPS.
Default Locale in Unified Intelligence Center
Unified Intelligence Center log on page displays in English (U.S) as the default locale. You can enable all
supported locales in Unified Intelligence Center by installing the language pack on all nodes in a cluster. The
language pack is available as a Cisco Optional Package (COP), which can be downloaded from Cisco.com.
Note
When you upgrade Unified Intelligence Center, the log on page displays in the default locale. Install the
language pack to support other languages. For example, after you upgrade Unified Intelligence Center
from 10.x to 11.x, install the COP.
Internet Explorer 10 and 11 Browser Support
Unified Intelligence Center supports Internet Explorer 10 and 11 in the Compatibility View mode.
To turn on the Compatibility mode settings in Internet Explorer 10 and 11, follow these steps:
1 Open Internet Explorer.
2 Click Tools > Compatibility View Settings.
3 Enter the IP or hostname of the Unified Intelligence Center server in the Add this website field, and click
Add.
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Introduction to Cisco Unified Intelligence Center
Internet Explorer 10 and 11 Browser Support
• Ensure that the Display intranet sites in Compatibility View and Use Microsoft compatibility
lists check boxes are checked.
Note
• To access Live Data reports in Internet Explorer, you must use fully-qualified domain name (FQDN)
only.
• For Live Data reports in Internet Explorer 10 and 11, allow popup windows by adding the Live Data
address in Tools > Pop-up Blocker Settings > Address of website to allow.
• You cannot open Live Data reports and Live Data gadgets in the same instance of Internet Explorer.
Important
All the Unified Intelligence Center nodes must be added to the Compatibility View list.
Self-Signed Certificates
For Unified Intelligence Center Live Data reports on Internet Explorer 10 and 11, you must perform the
following steps to accept certificate once.
1 Access the Live Data server (https://IP of Live Data Server:12008/security) and click on Certificates
error on the Internet Explorer toolbar and View certificates.
2 On the Certificate window, click Install Certificates > Next > Place all certificates in the following
site. You are prompted to close the window, click No
3 Click Browse and select Trusted Root Certification Authorities.
4 Click OK > Next > Finish. Install a certificate from a certification authority (CA).
5 Click Yes. You see a message that import was successful.
To verify if certificate is installed on the Internet Explorer, select Tools > Internet Options. Click Content
> Certificates > Trusted Root Certification Authorities tab. New certificate list is displayed.
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Internet Explorer 10 and 11 Browser Support
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CHAPTER
2
Report Management
• Report Manager, page 5
• Run a Report, page 7
• Report Viewer, page 8
Report Manager
Use the Unified Intelligence Center Report Manager to view the location of reports and the hierarchy of the
folders where the reports reside. You can do the following:
• Create new folders and subfolders (called categories and subcategories in the user interface) to organize
your reports.
• Export an entire folder along with all the reports in it.
Table 1: Report Manager Tasks
Action
Description
Report-level actions
Run
Runs a report.
Schedule
Directs you to the Report Scheduler page so that you can schedule the report to
run at a later time or at regular intervals (Create a Schedule for a Report, on page
24).
Edit
Displays the Report Editor.
For more information about Report Editor, s ee the available at http://
www.cisco.com/en/US/products/ps9755/products_user_guide_list.html.
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Report Management
Report Manager
Action
Description
Save As
Saves a copy of the report with a different name.
The reporting users do not have permission by default to create a
subcategory under the Reports category in Cisco Unified Intelligence
Center. Contact your administrator to get permissions.
Note
When you save a report, the report description should not contain the
following special characters: parentheses (( )), angle bracket (>), forward
slash (/), question mark (?) and any executable scripts such as JavaScript.
The text also should not start with a quote (") or quotation mark (' ).
Displays the available views. You can either create a new view or edit existing
views.
Note
Edit Views
Note
You can create or edit views only if you have write permission.
For more information about editing views, see the available at http://
www.cisco.com/en/US/products/ps9755/products_user_guide_list.html.
Export
Exports a report, including online help and localization files, to your computer.
This can be useful when you need to import the report into another Unified
Intelligence Center System, for example, from a Lab to a Production system.
A Report Designer with write permission can export a custom report.
Note
Note
Delete
If you export a folder, all of the reports in the folder are
exported.
You cannot export stock
reports.
Deletes a folder or a report.
Note
You cannot delete a stock folder or a stock
report.
Subcategory-level actions
Create Sub-category
Creates a subfolder.
Note
Delete
Deletes a folder or a report.
Note
Rename
Applies to a root-level folder as
well.
You cannot delete a stock folder or a stock
report.
Renames a folder or a report.
Note
Note
You cannot rename a stock folder or a stock
report.
Applies to a root-level folder as
well.
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Report Management
Run a Report
Action
Description
Create Report
Creates a new report in the selected folder.
Stock reports are reports that Cisco support. Stock reports can be copied and the
copied versions can be edited.
For more information, see the available at http://www.cisco.com/en/US/products/
ps9755/products_user_guide_list.html.
Note
Permissions
Applies to a root-level folder as
well.
Sets execute and write permission for the folder.
For more information about permissions, see the available at http://
www.cisco.com/en/US/products/ps9755/products_user_guide_list.html.
Export
Exports a folder or a report to your computer.
For more information about export, see the section Export reports, report
definitions, and categories in the available at http://www.cisco.com/en/US/
products/ps9755/products_user_guide_list.html.
A Report Designer with write permission can export a custom report.
Note
Import Report
If you export a folder, all of the reports in the folder are
exported.
Imports an existing Unified Intelligence Center report and stores it on this instance
of Unified Intelligence Center.
For more information about permissions, see the available at http://
www.cisco.com/en/US/products/ps9755/products_user_guide_list.html.
Note
Refresh
Applies to all folder levels (root, subcategory, and
report).
Refreshes the Report Manager.
Note
Applies to all folder levels (root, subcategory, and
report).
Run a Report
Procedure
Step 1
Step 2
Step 3
In the Reports tab, select the report that you want to run.
Choose the filters for your report.
Note
If the Report Designer has selected to bypass the filter dialog on the Report Editor page, the report
will be generated. If the Report Designer does not select to bypass the filter dialog, selecting a report
to view opens the Filters page for that report.
Click Run.
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Report Management
Report Viewer
The generated report is displayed in the Report Viewer. See Report Viewer, on page 8.
Report Viewer
When you run a report, it is displayed in the Report Viewer. The content varies, based on which view (data
presentation) of a report is selected—a grid, a chart, or a gauge. You can change the report view on this page.
There are two types of reports: Historical and Real-time reports (SQL based reports) and Live Data reports.
Historical and Real-Time Reports
Unified Intelligence Center Historical and Real-Time Reports allow you to do the following:
• Filter data in a report
• Change the view of a report from a grid to a graph or a chart
Note
You can select one of the predefined grid, graph or chart views.
• Edit the current view
Note
To edit the current view or create a new view for a report, see the Cisco Unified
Intelligence Center Report Customization Guide available at http://www.cisco.com/c/
en/us/support/customer-collaboration/unified-intelligence-center/
products-user-guide-list.html.
• Refresh a report
• Print a report
• Export a report
• View the SQL query that was used to generate a report
• View help for the report
• Dynamic field selection, resize columns, sorting, expand and collapse of group data (These settings are
not saved).
A gear icon is displayed below the auto refresh icon and allows you to dynamically select fields at run time.
When you click on the gear icon, a drop-down appears from which you can select the fields you want to
display in the report.
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Report Management
Live Data Reports
Note
The fields you select are valid only in that session and will not be persisted. The fields used for grouping
will be disabled for selection.
Live Data Reports
Live Data reports are based on an asynchronous event stream from a Live Data data source and are updated
in real time.
Unified Intelligence Center Live Data reports allow you to do the following:
• You can view multiple grid views of the same report. Also, you can resize the column size.
Note
Live Data reports support only the grid view.
• Edit the current view
• Auto-Refresh—When Auto-refresh check box is checked, the system updates the data in the report as
updates become available. If this check box is unchecked, you see the “New Updates Available” alert
message when new data is available in the report. By default, this check box is checked for every report.
• Show Thresholds Only—When Show Thresholds Only check box is checked, only rows with matching
threshold values are displayed in the report. By default, this check box is unchecked for every report.
• Pop Out—Pop-out opens the report in a new browser. The pop-out displays the Auto refresh and Show
Thresholds Only options.
Note
The default settings are retained for the Auto refresh and Show Thresholds Only options.
• You can add or remove columns to the grid view using the gear icon.
Note
Live Data reports do not automatically respond to changes in the system time. If the server or client time
is changed or adjusted, the report must be refreshed to accurately display the duration field values. For
example, during a daylight saving time (DST) change, active live data reports do not display correct values
in the duration field. Live data reports must be refreshed to update.
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Report Management
Live Data Reports
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CHAPTER
3
Filter Data in a Report
• Filters in a Report, page 11
• Types of Filters, page 11
• Configure a Date Range Filter, page 12
• Configure a Value List or Collection Filter, page 14
• Configure Advanced Filters, page 15
• Configure CUIC Live Data Gadgets in Cisco Finesse Desktop with compositeFilterId, page 16
Filters in a Report
Report filters in Unified Intelligence Center are used to present selective data. Use the Filter page to both
define and restrict the data that will populate the report.
There are two ways to view the Filter page.
• Before the report is generated—In the Reports section, right-click the report and click Run. Do this to
refine the default filter values before generating the report.
Note
You do not see the filter page if the report designer selected Bypass Filter on the Report
Editor page. For more information about filters, see the Cisco Unified Intelligence Center
Report Customization Guide available here: http://www.cisco.com/en/US/products/
ps9755/products_user_guide_list.html.
• After the report is generated—In the Report Viewer, click the Filter button of the generated report. Do
this to refine the filter values for a generated report.
Types of Filters
You can choose between two filter types: Basic Filters and Advanced Filters.
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Filter Data in a Report
Configure a Date Range Filter
Basic Filters
The Basic Filters tab allows you to filter report data based on the key criteria fields that are defined for
a report. For more information about configuring a date range filter, value list, or collection filters, see
the following:
• Configure a Date Range Filter, on page 12
• Configure a Value List or Collection Filter, on page 14
Advanced Filters
The Advanced Filters tab allows you to filter report data for all the fields that are available in the report.
For more information about configuring a filter for a plain text or a decimal field, see Configure
Advanced Filters, on page 15.
Note
For more information about how to apply filter criteria for new filters to meet individual needs, see at
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/
products-user-guide-list.html.
Configure a Date Range Filter
Use the Basic Filters tab to configure the date range filter.
Note
Date range filter is not applicable for Real-Time and Live Data reports.
Figure 1: Date Range Filter
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Filter Data in a Report
Configure a Date Range Filter
Procedure
Step 1
Step 2
Click a report to view the Filter page.
Select the type of date range. The available options are:
Relative Date Range:
• The options available here are predefined. Using the Relative Date Range drop-down list, select from
Today, Yesterday, This Week, Last Week, This Month, Last Month, Year to Date, or Last Year.
• Check the Only show results that are within a specific time period check box to check or uncheck
days. By default, all days of the week are checked. This check box appears only if one of the following
is selected in the Relative Date Range drop-down menu: This Week, Last Week, This Month, Last
Month, Year to Date, or Last Year. If you do not check this box, the report shows all values from 12:00
a.m. of the first date in your range through 11:59 p.m. of the last date in the range.
Absolute Date Range:
• Click the calendar icon to select the Start Date and End Date.
• Check the Only show results that are within a specific time period check box to enter a start and end
time. If you do not check this box, the report shows all values from 12:00 a.m. of the first date in your
range through 11:59 p.m of the last date in the range.
• Check the Only show results that are on certain days of the week check box to check uncheck days.
By default, all days of the week are checked.
• Check the Only show results that are within a specific time period check box if you want to view
data that is available during specific periods of time. This time interval is applied to each day that you
select above. The default time interval is 12:00 a.m to 11:59 p.m.
Note
Step 3
The option to select certain days of the week will be available only if the time interval spans more
than a day.
This option is not available for reports that are based on the query type Anonymous Block. For more
information about query types, see the available at http://www.cisco.com/en/US/products/ps9755/
products_user_guide_list.html.
Click Run.
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Filter Data in a Report
Configure a Value List or Collection Filter
Configure a Value List or Collection Filter
Use the Basic Filters tab to configure the date range filter value lists or collections. A collection is a
preconfigured group of values.
Figure 2: Collection Filter
Procedure
Step 1
Step 2
Click a report to view the Filter page.
Choose the collection or values from the Choose Collection or Choose Value List field.
Tip
Search for a value or collection using the Search field.
The items in the collection or value list appear in the Available list.
Step 3
Step 4
Step 5
Select an item from the Available list and move it to the Selected list.
You can repeat the search and add to the list of selected items. You can also select multiple collections or
values.
Click Run.
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Configure Advanced Filters
Configure Advanced Filters
You can use the Advanced Filters tab to filter any field in the report. Based on the field type (date, numeric
or string), different operators are available. For example, you can filter calls in queue for greater than 2 minutes
or on all agents in the hold state to filter out the less important information.
Note
• You can use advanced filters in reports based on SQL Query only.
• Advanced filters can be used to filter a plain text or a decimal field based on field type.
Figure 3: Advanced Filters
Procedure
Step 1
Generate a report and then click Filter to view the Filter page. To view the Advanced Filters, select the
Advanced Filters tab.
Step 2
Step 3
Step 4
Select a field.
Click Edit to indicate any value or a filtered value.
Select Filter according to the following criteria.
Filter criteria depend on the field type (Date, Decimal, Value List, String, or Boolean).
• For Date, click Edit to specify any value or to filter by selecting either Relative Date Range or Absolute
Date Range. For both Relative and Absolute date ranges, you can indicate a specific time period and
certain days of the week.
• For Decimal, click Edit to specify any value or to select an Operator from Equal To, Not Equal To,
Less Than, Less Than or Equal To, or Greater Than and then entering a value; for example, Operator =
Greater Than and Value = 16.5.
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Configure CUIC Live Data Gadgets in Cisco Finesse Desktop with compositeFilterId
• For String, click Edit to specify any value or to filter by selecting an Operator from Equal To, Not
Equal To, or Matches Pattern and then enter a value for the string; for example, Operator = Matches
Pattern and Value = Team Green.
If you select Pattern as the Operator, you must specify an SQL pattern to match the string field. The
system appends the wild card character % automatically to the beginning and end of the string. You can
also use any SQL wild card pattern in between the string.
• For Boolean, click Edit to specify any value or to filter by selecting an Operator and then selecting True
or False.
• If the advanced filter field is a Value List, click Edit to specify any value or to filter by moving one,
all, or some items in the list to the Selected column.
Step 5
Step 6
Step 7
Using the Operator drop-down list, select the criteria.
Note
If you select Matches the pattern operator, you can use any Microsoft SQL wildcard pattern to filter
the data. The wildcard character % is added to the beginning and end of every string that is used to
filter the data.
In the Value field, enter a value against which the data in the field will be filtered.
Click Run.
Configure CUIC Live Data Gadgets in Cisco Finesse Desktop
with compositeFilterId
The compositeFilterId filter is used in gadget filter criteria to achieve the advanced filter criteria. The following
example illustrates the compositeFilterId filter usage for advanced filtering in Cisco Finesse desktop.
To add mrDomainID to the existing "Agent Skill Group" live data gadget filter criteria, follow these steps:
Procedure
Step 1
Retrieve the existing gadget configuration for "Agent Skill Group" report from the desktop layout:
<gadget>http://my-cuic-server:8081/cuic/gadget/LiveData/LiveDataGadget.jsp
?gadgetHeight=310&viewId=9AB7848B10000141000001C50A0006C4&filterId=agent.id=CL</gadget>
Step 2
Step 3
Run the "Agent Skill Group" live data report in CUIC and click the Advanced Filters tab.
Copy the Advanced Filter name to add to the existing filter criteria and assign the filter value as illustrated in
the following syntax:
<gadget>http://my-cuic-server:8081/cuic/gadget/LiveData/LiveDataGadget.
jsp?gadgetHeight=310&viewId=9AB7848B10000141000001C50A0006C4&filterId=agent.id=CL
&compositeFilterId=agent.agentMRDs.mrDomainID=<mrdomainId></gadget>
Where,
• filterId is for basic filter criteria.
• compositeFilterId is for Advanced filtering.
• agent.id and agent.agentMRDs.mrDomainID are the keys to identify the filter field names.
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Configure CUIC Live Data Gadgets in Cisco Finesse Desktop with compositeFilterId
• CL is the value for agent.id to identify all the collections on which agent.id have permissions.
• mrdomainId is the value for the key agent.agentMRDs.mrDomainID to filter on the given mrdomainId
by replacing the tag <mrdomainId> in the above URL.
Ensure to:
• Replace <my-cuic-server> with the FQDN of the CUIC server.
• Use HTTP or HTTPS based on how the Cisco Finesse desktop is being accessed.
• Replace <mrdomainId> with the appropriate mrdid.
Note
If the filter is associated with a value list (example in the above URL), <mrdomainId> can be replaced
with CL to consider all the collections of the value list in the following syntax:
compositeFilterId=agent.agentMRDs.mrDomainID=CL
This example is for illustration purpose only. (As mrdomainId cannot be associated with a value list
based on existing 'Agent Skill Group' stock report.)
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Configure CUIC Live Data Gadgets in Cisco Finesse Desktop with compositeFilterId
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CHAPTER
4
Report and Time zones
• Reports and Time Zones, page 19
Reports and Time Zones
You can configure four time zones in Unified Intelligence Center: Server, Data Source, Report and User.
Server
The server time zone is defined during installation while running the installation wizard and it does not affect
reports. The server administrator can view and change the server time zone using these CLI commands: show
timezone config and set timezone zone.
Data Source
The data source time zone is defined when the data source is configured. It is the time zone of the database.
Report
The report time zone is defined in the report filter.
If your call center spans several time zones and you intend to compare reports, run historical reports using
the absolute date range and a specific time period.
User
The user's time zone is set on the User Profile.
When a user in New York is asked to review a report that was run by a colleague in the China office, the user
accesses the User Profile page to change the time zone to match the colleague's, and then runs the report using
the same absolute date range.
TIME ZONE CONSIDERATIONS
The system treats the time-specific data that the user enters as local to user's time zone and then converts this
time to a data source time zone when the filter query is formed.
The system treats the time-specific data that it fetches from a data source as local to the data source and then
converts this time to the user time zone before displaying the date and time in the report data.
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Report and Time zones
Reports and Time Zones
If the user or data source does not have a time zone set, then the system uses the time zone of the Unified
Intelligence Center server. The system performs these conversions only after the time zone normalization at
data source level has occurred.
Note
The schedule for Weekly and Monthly reports is based on the data source time zone, not the server time
zone. That is, the week and month boundaries are midnight, in the time zone of the database, of the week
or month beginning and end days.
Consider the following example, in which the user enters the date and time value in the filter. Depending on
the time zone setting, the system converts the time zones in the filter query as shown below:
filter value = 1/1/2010 12:00:00 AM
User Time Zone
User Time Zone
Data Source Time Zone Data Source Time Zone
When set (+11 GMT)
When not set (Subtract
When set (+2 GMT)
Cisco Unified Intelligence
Center server time zone)
When not set (Add Cisco
Unified Intelligence
Center server time zone)
Thursday, December 31, Thursday, December 31, Thursday, December 31, Thursday, December 31,
2009 3:00:00 PM EET 2009 8:30:00 PM EET 2009 3:00:00 PM EET 2009 6:30:00 PM IST
Original Time – User
time zone offset (+11
GMT) + Data source time
zone (+2 GMT)
Original Time – Cisco
Unified Intelligence
server time zone (+5.30
GMT) + Data source time
To Original Time, -9 ( -11 zone offset ( +2 GMT)
+2) hours added
From Original Time, 3.30
(– 5.30 +2) hours
subtracted
Original Time – User
time zone offset (+11
GMT) + Data source time
zone (+2 GMT)
Original Time – User
time zone offset (+11
GMT) + Cisco Unified
Intelligence server time
To Original Time, -9 ( -11 zone (+5.30 GMT)
+2) hours added
From Original Time, 5.30
( –11 +5.30) hours
subtracted
Thursday, December 31, Friday, January 1, 2010 Thursday, December 31, Friday, January 1, 2010
2009 6:30:00 PM IST
12:00:00 AM IST
2009 8:30:00 PM EET 12:00:00 AM IST
Original Time – User
time zone offset (+11
GMT) + Cisco Unified
Intelligence server time
zone (+5.30 GMT)
To Original Time, 0 (–
5.30 +5.30) hours added
From Original Time, 5.30
( –11 +5.30) hours
subtracted
Original Time – Cisco
To Original Time, 0 (–
Unified Intelligence
5.30 +5.30) hours added
server time zone (+5.30
GMT) + Data source time
zone offset ( +2 GMT)
From Original Time, 3.30
(–5.30 +2) hours
subtracted
The following example shows a database with date and time values. Depending on your time zone setting,
the system converts and displays the time zones in the report data as shown below:
Database value = 1/1/2010 12:00:00 AM
Data Source Time Zone Data Source Time Zone User Time Zone
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User Time Zone
Report and Time zones
Reports and Time Zones
When set (+11 GMT)
When not set (Subtract
When set (+2 GMT)
Unified Intelligence
Center server time zone)
When not set (Add
Unified Intelligence
Center server time zone)
Thursday, December 31, Thursday, December 31, Thursday, December 31, Thursday, December 31,
2009 3:00:00 PM EET 2009 8:30:00 PM EET 2009 3:00:00 PM EET 2009 6:30:00 PM IST
Original Time – Data
source time zone offset
(+11 GMT) + User time
zone (+2 GMT)
Original Time – Unified
Intelligence Center server
time zone (+5.30 GMT)
+ User time zone offset (
To Original Time, -9 ( -11 +2 GMT)
+2) hours added
From Original Time, 3.30
(– 5.30 +2) hours
subtracted
Original Time – Data
source time zone offset
(+11 GMT) + User time
zone (+2 GMT)
Original Time – Data
source time zone offset
(+11 GMT) + Unified
Intelligence Center server
To Original Time, -9 ( -11 time zone (+5.30 GMT)
+2) hours added
From Original Time, 5.30
( –11 +5.30) hours
subtracted
Thursday, December 31, Friday, January 1, 2010 Thursday, December 31, Friday, January 1, 2010
2009 6:30:00 PM IST
12:00:00 AM IST
2009 8:30:00 PM EET 12:00:00 AM IST
Original Time – Data
To Original Time, 0 (–
source time zone offset
5.30 +5.30) hours added
(+11 GMT) + Unified
Intelligence Center server
time zone (+5.30 GMT)
Original Time – Unified To Original Time, 0 (–
Intelligence Center server 5.30 +5.30) hours added
time zone(+5.30 GMT) +
User time zone offset ( +2
GMT)
From Original Time, 5.30
( –11 +5.30) hours
subtracted
From Original Time, 3.30
(–5.30 +2) hours
subtracted
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Report and Time zones
Reports and Time Zones
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CHAPTER
5
Schedule Report
• Schedule a Report, page 23
• Daylight Saving Time and Scheduled Reports, page 24
• Create a Schedule for a Report, page 24
• Configure a Scheduled Report to Be Sent by Email, page 25
• Configure a Report To Save to Remote Location, page 26
Schedule a Report
You can automate the generation of reports on a regular and recurring basis by setting up a schedule. The
Scheduler lets you run large dataset reports once to be sent to, and viewed by, many users.
Only users with Report Designer and System Configuration Administrator roles can access the Scheduler
drawer. System Configuration Administrators can perform all scheduler functions on any reports. They can
read, edit, and run any scheduled report and can create a schedule for any report. Report designers can create
a schedule only for those reports that they created or for which they have Execute permissions.
Figure 4: The Report Scheduler
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Schedule Report
Daylight Saving Time and Scheduled Reports
You can schedule reports in any of the following ways:
• Run at predetermined times
• Automatically email reports
• Save reports to remote location
Daylight Saving Time and Scheduled Reports
Daylight saving time affects the scheduled reports in the following ways:
1 Reports that are scheduled to run daily during a particular time of the day are skipped for the day when
the clock advances (for example, due to daylight saving). For example, for a report that is scheduled to
run at 10:30 p.m. daily, if the clock advances by 1 hour then the report that is scheduled to run at 10:30
p.m. will be skipped for that day.
2 Reports that are scheduled to run only once, are updated with a new schedule time with some offset if it
falls in the period that advances. For example, if the clock advances by one hour for a report scheduled to
run once at 10:30 p.m., then the schedule report run time updates to 11:30 p.m.
Create a Schedule for a Report
You can schedule reports to run automatically within a dashboard. For example, an interval report can be run
every 30 minutes to capture a day's activity up to the prior interval.
Note
You cannot schedule Live Data reports.
Procedure
Step 1
Step 2
Step 3
Step 4
In the Scheduler, click Create.
In the General Settings tab, enter a Schedule Name for the scheduled report.
In the Report area, select Reports and then select a report.
Check the Set Filter check box to configure the filters. To use the default filter, do not check the check box.
You cannot schedule a report that does not have a filter.
Step 5
Click the Set filtering criteria link to go to the filter configuration page.
Note
See Types of Report for more
information.
Step 6
In the Duration section, click the calendar icon to select the Start Date and check No End Date, or use the
calendar icon to End Date.
In the Recurrence Pattern section, specify the frequency of the scheduled report. Choose from one of the
following options:
Step 7
• Once—Specify the time of day for the single occurrence.
• Daily—Specify a number for recurrence of days; for example, every four days.
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Schedule Report
Configure a Scheduled Report to Be Sent by Email
• Weekly—Specify the number of weeks and the days of the week that you want the scheduled report to
be run.
• Monthly—Select a day of the month and specify the number of months that you want the scheduled
report to run.
Note
Use Last to specify the last day of the
month.
In the Frequency section, specify the number of times the report should run on the scheduled days.
Note
Step 8
Note
The maximum frequency with which you can schedule a report is once every five minutes.
Click Save.
Scheduler relies on Refresh Rate parameter in Report Definition. The user can configure Refresh Rate
parameter lower than Scheduler Frequency.
Related Topics
Types of Filters, on page 11
Configure a Scheduled Report to Be Sent by Email
In the Scheduler, click the Email tab to set up a schedule to email a scheduled report.
Before You Begin
Configure the email server in the Administration Console. Contact the administrator for assistance or see the
Cisco Unified Intelligence Center Administration Guide at http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-intelligence-center/products-maintenance-guides-list.html.
Procedure
Step 1
Step 2
Step 3
Step 4
In the Email Distribution field, click Add, and enter the recipient email address.
Tip
Repeat Step 1 to add multiple
recipients.
Note
Email page validation occurs when the email address is entered in the Email Distribution field. No
validation is performed if there is no email ID entered in the Email Distribution field.
Using the Email View drop-down menu, select the view of the report that you want to email.
Note
Only grid views can be
scheduled.
In the Email Subject field, enter text for the subject line.
Using the File Type drop-down menu, select the type of file. Choose one of the following:
• INLINE HTML—Sends the report in HTML format.
◦The historical report has an upper limit of 8000 rows.
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Schedule Report
Configure a Report To Save to Remote Location
◦The real-time report has an upper limit of 3000 rows.
• XLS—Sends the report as a Microsoft Excel file attachment.
◦The historical report has an upper limit of 8000 rows.
◦The real-time report has an upper limit of 3000 rows.
• PDF—Sends the report as a PDF file attachment.
PDF attachments have the following limitations:
◦The generated PDF has either landscape or portrait orientation. Landscape orientation is the default
setting.
◦The generated PDF uses standard font sizes: 10 pixels for landscape orientation and 8 pixels for
portrait orientation. The PDF bypasses the font size that is set in grid view editor to keep the font
output printer-friendly.
Note
PDF supports images only in the HTTP
format.
◦The generated PDF retains rows that fit within the page for the selected orientation. Columns that
do not fit within the page are truncated.
◦Only 1000 rows are supported for a PDF file attachment. An email message is sent if the scheduled
report exceeds 1000 rows.
◦The generated PDF does not support word-wrap for columns. In case of larger text, you can
customize the column width in the grid editor to avoid overlaps. However, note that this might
reduce the number of columns shown in the PDF.
Step 5
Note
Click Save.
Every time you edit a scheduled report and click Save, scheduler runs and sends the scheduled report by
email to all the recipients that are configured in the Email Distribution field.
Configure a Report To Save to Remote Location
In the scheduler, click the Save to Remote Location tab, to save report in CSV format.
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Schedule Report
Configure a Report To Save to Remote Location
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Note
In the Protocol drop-down list, select SFTP to establish secure connection to the remote location.
In the Report View drop-down list, select the view of the report to be posted.
In the Host field, enter the IP address of the remote location.
Enter a Port number for the SFTP.
Note
The default port number is
22.
Enter a Username for the host.
Enter a Password for the host.
In the Directory Path field, enter the location on the host to save your .csv file.
Note
Directory Path should be an absolute
path.
Click Save.
• Date Time format in a scheduled report of type CSV is: Day_of_week Month Date_of_Month
HH:MM:SS SERVER_TIMEZONE YYYY. For Example, Fri Oct 24 01:00:00 EDT 2014.
• The time field in a scheduled report of type CSV is displayed in seconds only.
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Schedule Report
Configure a Report To Save to Remote Location
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CHAPTER
6
Dashboard
• Dashboard Overview, page 29
• Dashboard Manager, page 30
• View a Dashboard, page 30
• Create a Dashboard, page 30
• Add an Item to Dashboard, page 31
• Run a Slideshow, page 32
• View Dashboard Permalink, page 33
Dashboard Overview
Dashboard is web page displaying reports, scheduled reports, sticky notes, and web-based elements, such as
URLs and web widgets, which are relevant to specific workflows and responsibilities
Click the Dashboards drawer in the left panel to open the Available Dashboards page. (Only users with the
Dashboard Designer user role can open the Dashboards drawer.) The dashboards you see when you open the
Dashboards drawer are created dashboards that you and others created. You can see the dashboards created
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 permissions
for dashboards and for categories.
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Dashboard
Dashboard Manager
Dashboard Manager
Dashboard is a unique feature of Unified Intelligence Center, which lets you display multiple objects like a
web page, some widgets, and some reports in a consolidated view.
View a Dashboard
To view a dashboard, click a dashboard or right-click a dashboard and select View.
Note
If you have Execute permissions, you can view a dashboard, based on your permission for the dashboard's
category. Also, if you cannot view the category then you cannot locate the dashboard, even if you have
Execute or Write permission for the dashboard.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Click Add to add items to the dashboard. By default, the new dashboard is empty.
Note
A Dashboard Designer user without Write permissions can add items to a dashboard but cannot save
the added items.
Click Auto Refresh to refresh data in real time. By default, Auto Refresh is checked.
Click Refresh to refresh the data in the system window. This refresh does not change the state of the Auto
Refresh check box.
Select Slideshow to view the dashboard items as a slideshow. This is disabled until you have added items to
the dashboard.
Click Pop Out to Open the dashboard permalink in a new browser.
Click Help to open the help page for dashboard.
Click Save.
Create a Dashboard
Follow these steps to create a dashboard.
Procedure
Step 1
Step 2
Step 3
Step 4
Click the Dashboard tab.
On the Dashboard tab, right-click the folder where you want to place the dashboard, and select Create
Dashboard.
Name the dashboard in the Create Dashboard window.
Assign permissions to users, and click OK.
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Dashboard
Add an Item to Dashboard
Add an Item to Dashboard
You can add the following items to a dashboard:
• Report: Display an existing report on the dashboard.
• Schedule: Display a scheduled report on the dashboard.
• URL: Display a web page on the dashboard.
• Sticky Note: Add sticky notes to the dashboard.
• Custom Widgets: Add custom widgets to the dashboard.
Figure 5: Widgets on the Dashboard
Follow these steps to add items to the Dashboard.
Procedure
Step 1
Step 2
Click Dashboards drawer.
Click the dashboard that you want to add items to.
Note
You can also create a dashboard and add items to it. See Create a Dashboard.
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Dashboard
Run a Slideshow
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
On the dashboard, click Add.
In the Title box, enter the name of the item.
From the Type drop-down list, select the type of item that you want to add.
In the Size section, define the width and height of the item in pixels.
In the Position section, define how far the item will be placed from the left side and from the top of the
dashboard.
In the Dashboard Item Content section, define the dashboard item that you selected in Step 5.
To display a report:
a) Click the arrows to navigate through the folders to the report that you want to display on the dashboard.
b) Select the Report and Available Views.
c) Click OK.
To display a scheduled report:
a) Select the schedule from the Schedule box.
Note
You can search for the schedule using the Search schedule
box.
b) Click OK.
To display a URL:
a) In the URL box, enter the address of the web page that you want to display on the dashboard.
b) Click OK.
To display a custom widget:
a) In the Content box, enter Java code of the widget that you want to show on the dashboard.
b) Click OK.
To display a Sticky Note:
a) In the Content box, enter content for the sticky note.
b) Click OK.
Note
You cannot configure HTTP based widget URL's in Dashboard, when Unified Intelligence Center is in
the HTTPS mode.
Run a Slideshow
Use the Slideshow feature to view the dashboard items that you added in a new window.
Follow these steps to use the slideshow feature:
Procedure
Step 1
Click Slideshow in the toolbar. This opens the slideshow in a new window.
Note
If a dashboard has only one item, you can run a slideshow, but you will not notice a change.
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Dashboard
View Dashboard Permalink
Step 2
Perform the following actions to start, stop, pause, and set interval for the slideshow.
• Play—Starts the slideshow.
• Pause—Temporarily pauses the slideshow.
• Stop—Stops the slideshow and returns to the dashboard.
• Set Interval—Opens a dialog box where you can set the interval for the slideshow.
Note
The minimum interval is 1 and the maximum is 900
seconds.
View Dashboard Permalink
Note
The permanent hyperlink can be accessed only from a web browser. It cannot be accessed by an application
like Microsoft Excel to pull data or display a dashboard.
To retrieve the permanent hyperlink to a dashboard, follow the steps below.
Before You Begin
The permanent hyperlink to a dashboard is created when you create the dashboard.
Procedure
Step 1
Click the Dashboards tab in the left pane.
Step 2
Step 3
Navigate to the particular dashboard.
Right-click the Dashboard, and select Html Link.
Step 4
Copy the Html Link. This is the permanent hyperlink to the dashboard.
Note
Check the Enable Unauthenticated Access checkbox, if you want the hyperlink to be accessible
without authentication.
Note
The hyperlink requires authentication the first time you access it, regardless of, the checkbox, checked
or not.
Note
For dashboards that contain Live Data report, the check box for Enable Unauthenticated Access
should not be selected.
Click OK.
Step 5
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Dashboard
View Dashboard Permalink
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CHAPTER
7
Permalinks
• Permalink, page 35
• Permalink for a Dashboard, page 36
• Permalink to a Report, page 36
Permalink
Permalinks in Cisco Unified Intelligence Center are permanent hyperlinks.
Unified Intelligence Center supports the following types of permalinks for reports:
• Excel Link: This permalink is generated only for grid view.
• Html Link: This permalink is generated for grid view, gauge view, and chart view.
• XML Link: This permalink is generated only for the grid view. It is used where the data is required in
XML format.
Note
For Live Data reports, you will only have the Html permalink. Html permalink for Live Data reports
always require authentication.
Note
Due to security reasons, permalinks from one Unified Intelligence Center cannot be displayed in the
dashboard of another Unified Intelligence Center instance.
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Permalinks
Permalink for a Dashboard
Permalink for a Dashboard
Note
Dashboard permalink can be accessed only from a web browser. It cannot be accessed by an application
like Microsoft Excel to pull data or display a dashboard.
The permalink to a dashboard is created when you create the dashboard. To retrieve the permalink to a
dashboard, follow these steps:
Procedure
Step 1
Click the Dashboards in the left pane.
Step 2
Step 3
Navigate to a dashboard.
Right-click the dashboard, and select Html Link.
Step 4
Copy the Html Link. This is the permalink to the dashboard.
Note
Check the Enable Unauthenticated Access check box if you want the permalink to be accessible
without authentication.
Note
Permalinks will work in the unauthenticated mode when the Enable Unauthenticated Access check
box is checked.
Note
For dashboards that contain Live Data report, the check box for Enable Unauthenticated Access
should not be selected.
Click OK.
Step 5
Permalink to a Report
To retrieve the permalink to a report, follow these steps.
Before You Begin
The permalink to a report is created when you create a view for that report.
Procedure
Step 1
Step 2
Step 3
Click Reports drawer in the left pane.
Navigate to a particular report.
Right-click the report, and select Edit Views.
Step 4
Select a view, and click Links.
Step 5
Check the Enable Unauthenticated Access check box if you want the permalink to be accessible without
authentication.
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Permalinks
Permalink to a Report
Note
• Permalinks will work in the unauthenticated mode when the Enable Unauthenticated Access
check box is checked.
• For Live Data reports, the Enable Unauthenticated Access check box is disabled. All live data
report permalinks require authentication.
Step 6
Copy the permalink that you want and paste it on the desired browser.
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Permalinks
Permalink to a Report
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CHAPTER
8
View Help
• View Help, page 39
• Get Help on Cisco Unified Intelligence Center, page 39
• Get Help on a Report, page 39
View Help
Two types of help are available for a report in Cisco Unified Intelligence Center.
• Application-specific help: This help content explains how to use Unified Intelligence Center in general.
• Report-specific help: This help content explains how to use the report itself. The help can describe the
fields or provide details of the relationship between the fields, or it can explain how to interpret the data
in the report. This help is available only if it has been created for the report. To know more about how
to attach help to a report, see Configure Online Help for a Report in Cisco Unified Intelligence Center
Report Customization Guide available here: http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-intelligence-center/tsd-products-support-series-home.html.
Get Help on Cisco Unified Intelligence Center
To get help on Cisco Unified Intelligence Center, go to the tab on which on you need help. In the top right
corner, click Help. The help content related to the tab displays in a separate browser window.
Get Help on a Report
To get help on a report, follow these steps.
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View Help
Get Help on a Report
Procedure
Step 1
Step 2
Step 3
Generate a report.
In the top right corner, click Help.
In the drop-down list, select Template Help.
The help content that is bundled with the report displays in a separate browser window.
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CHAPTER
9
Gadget Toolbar
• Gadget Toolbar Improvements, page 41
Gadget Toolbar Improvements
Unified Intelligence Center provides you with a toolbar on Live Data reporting gadget on the Cisco Finesse
Desktop. The following figure shows an example of a gadget toolbar:
Figure 6: Gadget Toolbar
Reports View Selector
As a reporting gadget user, you can select and view multiple reports from the Reports View Selector on the
toolbar.
The Reports View Selector is a drop-down list that displays the list of reports. The list is displayed in Report
name - View name format. When you select a report from the list it is displayed in bold. The Report View
Selector list allows you to view the five report views.
Note
To add a new report to the Reports View Selector, contact the Cisco Finesse Administrator.
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Gadget Toolbar
Gadget Toolbar Improvements
Toolbar Hide/Unhide
The gadget toolbar displays an arrow tab in the center to hide and unhide the toolbar.
Click the arrow tab to hide the toolbar on the reporting gadget to get a clear view of the report.
When you click on the arrow tab again the toolbar becomes visible on the gadget. When you hover over the
arrow tab, the hide and unhide message is displayed.
Pause and Play
You can pause and resume event updates in Live Data gadgets using the pause/play button displayed on the
toolbar. As a reporting user, the pause/play button works as follows:
• Pause - The updates are stopped.
• Play - The updates resume and are displayed on the gadget.
Note
When the button is paused and updates are available on the gadget, a notification appears over the pause/play
button.
Show Threshold Only
When Show Thresholds Only check box is checked, only rows with matching threshold values are displayed
in the report. By default, this check box is unchecked for every report.
Gadget Help
The gadget toolbar displays a Help icon. When you click the help icon, a window appears, displaying the
report template help for the relevant reporting gadgets.
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APPENDIX
A
Live Data Failover
• Live Data Failover, page 43
Live Data Failover
Live Data reports can be viewed as gadgets in the Cisco Finesse desktop and on the report viewer in Unified
Intelligence Center. Live Data failover occurs when any of the following fails:
• Live Data Socket.IO Service
• Network Connectivity
• Live Data Web Service
• Intelligence Center Reporting Service
• CCE Live Data NGINX Service
“Live Data is not available after repeated attempts. Retrying” message is
displayed during failover when the gadget and the report viewer are not able to connect to the primary and
secondary Live Data server. The gadget and Unified Intelligence Center continue to retry until it connects to
one of the servers and regain updates to the reports.
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Live Data Failover
Live Data Failover
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