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Overview of report logs

For each event that passes through the CIC system (for example, each call, line event, or status change) the IC StatServer subsystem captures data for that event and passes it to the Interaction Processor subsystem or it triggers an initiator and passes the data to a handler. In both cases, Interaction Processor or the handler formats the statistics to match the appropriate report log table and the uses SQL transactions to commit the report log data to an SQL Server database.

Interaction Processor formats and outputs report log data that cannot be customized or that have no custom attributes (for example, Line Configuration Mirror, Line Group Configuration, etc.) Handlers format and output the report log data that contains call information, which could include user-defined call attributes. You can include these custom call attributes in the report logs by modifying the Custom fields in the appropriate tool step (for example Statistics Group Interval) in the appropriate handler.

Handler-generated report logs are built in Interaction Designer using a report log tool specifically created for each report log. For example, the CallDisconnectMonitor handler is responsible for writing data to the CDR Log and it uses a tool called Call Detail Record to gather the data for that log.

Note: To understand the entire report log data gathering process and how that data turns into reports, see the CIC Reporting Technical Reference in the PureConnect Documentation Library.

Beginning in 2016 R1, CIC provides the Interaction Administrator Change Notification Log. This log provides robust logging for changes made in the Users, Workgroups, and Licenses Allocation containers. The Interaction Administrator Change Notification Log also tracks changes to user and station licenses. For more information about the enhanced logging capabilities, see About the Enhanced Interaction Administrator Change Notification Log.

Overview of report logs

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