Creating Custom Reports for Cisco Customer Response Applications [Cisco Unified Contact Center Express]

Creating Custom Historical Reports for Cisco Customer Response Applications
Creating a Report
Creating a Report Definition File
Updating the Reports Catalog File
Troubleshooting
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Creating Custom Historical Reports for Cisco Customer Response Applications

You can create your own Cisco Customer Response Applications (CRA) historical reports and add them to the Report Type drop-down list on the Cisco CRA Historical Reports main window.

When you create a custom report, you follow these general steps:

1. Use Crystal Reports, a generally available third-party application, to create and save the report. For instructions, see the "Creating a Report" section.

2. Create an XML report definition file for the report. For instructions, see the "Creating a Report Definition File" section.

3. Update the reports catalog file if you are using Cisco CRA release 3.0(2) or later. For instructions, see the "Updating the Reports Catalog File" section.

4. Make sure that the report generates properly. For troubleshooting information, see the "Troubleshooting" section.

Creating a Report

Use Crystal Reports, a generally available third-party application, to create and save the report.

For information about creating reports with Crystal Reports, refer to your Crystal Reports documentation. For information about the tables and records in the Cisco CRA databases, refer to the Cisco CRA Database Schema document.

To create a report, follow these steps:

Procedure

Step 1 Use Crystal Reports to create two versions of the report that you want to add. The versions should be identical, except that one version should contain charts.

Tip Build the report with charts first and save it with the appropriate name for a report with charts as explained in Step 2. Then, delete the charts and save the modified report with the appropriate name for a report without charts as explained in Step 2.

When you create a report, follow these guidelines:

When you set the database location with Crystal Reports, make sure to select Active Data, then select ActiveX Data Objects (ADO) for the data source type.
Create the report based on one SQL command. This command can be either a simple SQL query or a stored procedure that hides multiple SQL queries.
If your report will be based on multiple queries, use one stored procedure to perform report field calculations. (This stored procedure can call other stored procedures.) Specify the call to this stored procedure as the SQL command on which the report is based.
If you create the report based on a stored procedure, do not use cursors in the stored procedure. As an alternative to cursors, you can use temporary database tables.

Step 2 Save the report in the following directory under the directory in which you installed the client system. (By default, the client system installs in the Program Files directory.) Replace Language with the name of the appropriate language directory.

Cisco CRA Historical Reports\ Report Templates\Language

Name the report as follows:

Category_ReportDisplayName_ReportFormat_Locale.rpt

Replace Category, ReportDisplayName, ReportFormat, and Locale with appropriate values as explained in Table 1.

Table 1 File Name Components

Component	Explanation	Valid Values
Category	Cisco CRA application package with which to associate this report. Users with access to this package will be able to generate this report.	CCR—ICD Enhanced ICD—ICD Standard IVR—IP IVR
ReportDisplayName	In CRA releases prior to 3.0(2), name of the report as you want it to appear in the Report Type drop-down list on the Cisco CRA Historical Reports main window. In CRA release 3.0(2) and later, you can use any name. This name will be replaced with the name specified by vFileName in the reports catalog file line that you add for this report. If a name has more than one word, separate each word with an underscore (_).	—
ReportFormat	Whether the report includes charts.	Chart—Report includes charts Table—Report does not include charts
Locale	Locale ISO string. Specifies the language in which you created the field names, headings, and other static items in the report. Consists of an ISO language code followed by an underscore (_) and then an ISO country code.	Languages installed on the Cisco CRA client system. For example: en_US—English de_DE—German es_ES—Spanish fr_FR—French To see the languages installed on the client system, look at the folder names in the Cisco CRA Historical Reports\ Report Templates directory.

The following is an example of a report name:

CCR_My_New_Report_Chart_en_us.rpt

In this example:

Users who have access to the Cisco ICD Enhanced application package will be able to generate this report
The report will appear as My New Report in the Report Type drop-down list on the Cisco CRA Historical Reports main window
The report includes one or more charts
The report is designed to run on a system with a system locale of English
The extension .rpt indicates that this file is a report file

Now you should create a report definition file as described the "Creating a Report Definition File" section.

Creating a Report Definition File

A report definition file is in XML format and contains information that the Cisco CRA Historical Reports client system needs to generate a report.

As the following steps show, when you create a report definition file for a custom report, you begin with an existing Cisco CRA Historical Reports definition file. You save the existing file under a new name, and then you modify the new file as needed. It is suggested that you begin with the CCR_Agent_Summary_en_us.xml file because this file contains examples of most of the XML tags.

To create a report definition file, follow these steps:

Procedure

Step 1 Use a Windows text editor to open an existing report definition file.

Report definition files are located in the Cisco CRA Historical Reports\ Report Templates\Language directory under the directory in which you installed the client system. (By default, the client system installs in the Program Files directory.) Language is the name of the directory in which you saved the report as described in the "Creating a Report" section.

Step 2 Before you make any changes, choose File > Save As to save the file under a new name. Save the file in the directory that contains the original file, and give the new file the following name:

Category_ReportDisplayName_Locale.xml

Replace Category, ReportDisplayName and Locale with the same values that you used when you created the report as described in the "Creating a Report" section.

Step 3 Edit the new file by changing the appropriate XML tag attributes or tag values as explained in Table 2. Make sure to surround all XML attribute values with quotation marks (").

There are other values in this file. Do not change these values.

Table 2 Report Definition XML Attributes and Tags

XML Tag or Attribute	Explanation
Report	Defines the report by describing its SQL command, parameter filters, and sort criteria. Includes these attributes: ReportName ReportCategory BasetemplateFile
ReportName	Name of the report as it will appear in the Report Type drop-down list on the Cisco CRA Historical Reports main window. In CRA releases prior to 3.0(2), this value should be the same as the value that you specified for ReportDisplayName when you created the report file as explained in the "Creating a Report" section. However, replace any underscore (_) with a space. For example, if the value for ReportDisplayName is My_Report, the value for the ReportName attribute should be My Report. In CRA release 3.0(2) and later, you can specify any name for the report.
BasetemplateFile	This value should be the same as the value that you specified for ReportDisplayName when you created the report file as explained in the "Creating a Report" section.
ReportCategory	Cisco CRA application package with which to associate this report. This value should be the same as the value that you specified for Category when you created the report file as explained in the "Creating a Report" section. Users with access to this package will be able to generate this report. Valid values: CCR—ICD Enhanced ICD—ICD Standard IVR—IP IVR
ReportDescription	Brief description of the report. This description will appear on the Cisco CRA Historical Reports main window when the report is selected from the Report Type drop-down list.
ReportSQLCommand	SQL command (query or stored procedure) upon which the report is based. You can follow this name with any number of parameters. When this report is generated, the Cisco CRA Historical Report client will replace each parameter with its value. Each parameter must follow these conventions: A parameter must begin with a dollar sign ($) A parameter may contain only alphabetic characters and underscores (_) At a minimum, the SQL command requires the following parameters: $StartDate—First date of the date range for which to generate information in the report, as specified by a user $EndDate—Last date of the date range for which to generate information in the report, as specified by a user $SortBy—Sort method that a user specifies for the report If the command includes characters that the XML processor might interpret as markup characters, use the standard XML entity references for the characters or use hexadecimal character references. Refer to your XML documentation for more information.
ReportParameterList	Defines each parameter that is specified in the SQL command (see the ReportSQLCommand tag), except for $StartDate, $EndDate, and $SortBy.
MutualExclusive	Defines whether the filter parameters specified in the ReportParameterList field are mutually exclusive. If the parameters are mutually exclusive, the filter parameter that appears in the Filter Parameter field on the Cisco CRA Historical Reports Detailed Report Settings window will be used in the SQL command when the report generates. Other parameters will be set to their default values as specified by the ParamDefaultValue attribute. If the parameters are not mutually exclusive, all filter parameters that are set will be used in the SQL command when the report generates. Valid values: True—Parameters are mutually exclusive False—Parameters are not mutually exclusive
SQLParameter	Defines a SQL parameter that is specified in the ReportSQLCommand tag. There must be one SQLParameter tag for each parameter that is defined in the ReportSQLCommand tag, except for $StartDate, $EndDate, and $SortBy. (See the ReportSQLCommand tag for information about the $StartDate, $EndDate, and $SortBy parameters.) Includes these attributes: ParamName ParamDefaultValue Includes these XML tags: ParamNameText ParamHelpText Either DBListToList or TextBox
ParamName	Defines the name of the parameter as specified in the ReportSQLCommand tag. Must match the parameter name exactly, including the leading dollar sign ($).
ParamDefaultValue	Default value of the parameter specified in the SQLParameter field. Used if a value is not specified when setting are made for the report. Also used if the MutualExclusive attribute is set to true and this parameter does not appear in the Filter Parameter field on the Cisco CRA Historical Reports Detailed Report Settings window when the report generates.
ParamNameText	Name of the filter parameter that appears on the Filter Parameter drop-down list on the Cisco CRA Historical Reports Detailed Report Settings window.
ParamHelpText	Brief description of the parameter. This description appears as a tool tip when you place the cursor over a filter parameter name in the Filter Parameter field on the Cisco CRA Historical Reports Detailed Report Settings window.
DBListToList	Specifies that filter parameters can be selected using the Available or the Selected list on the Cisco CRA Historical Reports Detailed Report Settings window. Filter parameters in the Available list come from the SQL tag or from the SourceListValues tag. Contains these attributes: GUIComponentName SingleSelection (applies to Cisco CRA release 3.0(2) and later) Contains these tags: Either SQL or SourceListValues selectedListOperations
GUIComponentName	Defines the name of the parameter selection interface. You must specify a name, but this attribute is reserved for future use.
SingleSelection	Specifies whether the DBListToList tag allows a single selection or multiple selections from a drop-down list of values. This attribute applies to Cisco CRA release 3.0(2) and later only. Valid values: 1—DBListToList allows a single selection from a list of values 0—DBListToList allows multiple selections from a list of values
SQL	Defines the SQL command used to generate values that appear in the Available list on the Cisco CRA Historical Reports Detailed Report Settings window.
SourceListValues	Defines values that appear in the Available list on the Cisco CRA Historical Reports Detailed Report Settings window. Contains one or more ListOption tags. Refer to the CCR_Priority_Summary_Activity_en_us.xml file for an example of how this tag is used.
selectedListOperations	Specifies the operation that is included with the values in the Selected list on the Cisco CRA Historical Reports Detailed Report Settings window when the report is generated. Valid operations are AND and OR. When the report is generated, the value of the SQL parameter containing a DBListToList tag will be Operation\|Value1, Value2, Value3, . . . , where Operation is AND or OR, and Value1, Value2, Value3, and so on are the values in the Selected list.
TextBox	Specifies that filter parameters can be selected in the Enter Parameter Value field on the Cisco CRA Historical Reports Detailed Report Settings window. Contains these attributes: GUIComponentName Type
Type	Specifies whether the value entered in the Enter Parameter Value field is a number or text. Valid values: INT—Positive integer value STRING—Text value
ReportSortBy	Defines a list of fields by which a user can sort the report. This list will appear in the Sort Report By drop-down list on the Cisco CRA Historical Reports Detailed Report Settings window. Contains one or more ListOption tags.
ListOption	Defines a list of options. Contains these attributes: OptionsSelected OptionValue
OptionsSelected	Specifies the value that is selected by default from the list of options specified by the ListOption tag. The last ListOption tag with an OptionsSelected value of True will be displayed. ListOption tags are included in SourceListValues and ReportSortBy.
OptionValue	Specifies the value of this list option. This value is used when the SQL command executes.

Step 4 Save the file and exit the editor.

If you are using Cisco CRA release 3.0(1) or earlier, your new report should appear on the Report Type drop-down list the next time you start the Cisco CRA Historical Reports client. If the report does not appear on this list or if the report does not generate properly, see the "Troubleshooting" section.

If you are using Cisco CRA release 3.0(2) or later, you should now update the Reports Catalog File as described in the "Updating the Reports Catalog File" section.

Updating the Reports Catalog File

Note This section applies to Cisco CRA release 3.0(2) and later only.

The reports catalog file is in XML format and maps each report definition file to the associated report name that appears on the Report Type drop-down list. If you create a new report definition file, you must update the reports catalog file.

The reports catalog file is located in the Cisco CRA Historical Reports\ Report Templates\Language directory under the directory in which you installed the client system. (By default, the client system installs in the Program Files directory.) Language is the name of the directory in which you saved the report as described in the "Creating a Report" section.

The reports catalog file is named as follows:

hrcReportCatalog_Locale.xml

For an explanation of Locale, see Table 1.

To update the reports catalog file for a new report definition file, follow these steps:

Procedure

Step 1 Use a Windows text editor to open the reports catalog file.

Step 2 Add a line in the reports catalog file for the new report definition file. Enter the line in the following format, and place it immediately before the line </ReportCatalog>, which appears at the end of the file. There must be a space before pFileName and a space before vFileName.

Replace Category, ReportDisplayName and Locale with same values that you used when you created the report and the report definition file. See Table 1 for an explanation of these values.

Replace ReportName with the same name that you specified with the ReportName XML attribute in the Report Definition file. See the explanation of the ReportName attribute in Table 2.

Here is an example of a line in the reports catalog file for a report that will appear on the Report Type drop-down list in a US English locals as My New Report:

Step 3 Save the file and exit the editor.

Your new report should appear on the Report Type drop-down list the next time you start the Cisco CRA Historical Reports client. If the report does not appear on this list or if the report does not generate properly, see the "Troubleshooting" section.

Troubleshooting

After you create a report and create a report definition file, the following files should exist in the Cisco CRA Historical Reports\ Report Templates\Language directory under the directory in which you installed the client system. (By default, the client system installs in the Program Files directory.) These files must follow these naming conventions exactly or the report will not generate. For an explanation of Language, Category, ReportName, and Locale, see Table 1.

Category_ReportName_Chart_Locale.rpt

Category_ReportName_Table_Locale.rpt

Category_ReportName_Locale.xml

In addition, an entry for the report should exist in the reports catalog file.

If the report does not appear on the Report Type drop-down list on the Cisco CRA Historical Reports main window or if the report does not generate,

Make sure that the entry for the report in the reports catalog file is in the correct format and that this file is located in the correct directory.
Make sure that the report files and the XML report definition file have the correct names and are located in the correct directory.

If the report files and the XML report definition file have the correct names and are located in the correct directory but the report does not generate or you receive an error message when you select the report from the Report Type drop-down list, perform the following steps to locate the problem. You perform these steps on the computer on which you are trying to generate the report.

Procedure

Step 1 Edit the hrcConfig.ini configuration file and set the logLevel parameter to 3.

For information about the hrcConfig.ini file and how to edit it, refer to Cisco CRA Historical Reports User Guide.

Step 2 Stop and restart the Cisco CRA Historical Reports client so that your change to the hrcConfig.ini file takes effect.

Step 3 Try again to generate the new report.

Step 4 Open the Historical Reports log file and find the SQL command used to generate the report. Check the command for errors, and make necessary corrections in the XML report definition file.

For information about the Historical Reports log file, refer to Cisco CRA Historical Reports User Guide.

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