500-052 Deploying Cisco Unified Contact Center Express Questions and Answers

In a Cisco Unified CCX application script, a number is read from an external database. The number must then be played out as part of a prompt.  The Cisco Unified CCX Editor step that creates a new prompt that can play out the number is the Create Generated Prompt step 1 2

The Create Generated Prompt step is a media step that allows you to create a prompt from a text or a number. The step uses the Text-to-Speech (TTS) engine or the Number-to-Speech (NTS) engine to generate a voice prompt that can be played to the caller. The step has two tabs: General and Settings. The General tab allows you to specify the input type (text or number), the input value (a variable or a literal), and the output prompt (a variable that stores the generated prompt).  The Settings tab allows you to configure the TTS or NTS settings, such as the language, the voice, and the speed 1 2

The other options are not correct:

Create Container Prompt: The Create Container Prompt step is a media step that allows you to create a prompt from a list of existing prompts. The step concatenates the prompts into a single prompt that can be played to the caller. The step has one tab: General.  The General tab allows you to specify the input prompts (a list of variables or literals) and the output prompt (a variable that stores the concatenated prompt) 1 2

Create Language Prompt: The Create Language Prompt step is a media step that allows you to create a prompt from a language-specific prompt. The step selects the prompt that matches the language of the current session and assigns it to a variable. The step has one tab: General.  The General tab allows you to specify the input prompt (a variable or a literal that contains a language-specific prompt) and the output prompt (a variable that stores the selected prompt) 1 2

Create Conditional Prompt: The Create Conditional Prompt step is a media step that allows you to create a prompt based on a condition. The step evaluates the condition and assigns the corresponding prompt to a variable. The step has two tabs: General and Settings. The General tab allows you to specify the condition (a Boolean expression) and the output prompt (a variable that stores the conditional prompt).  The Settings tab allows you to specify the true prompt and the false prompt (variables or literals that contain the prompts for the true and false cases) 1 2

References :  1 : Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference, Release 10.0(1) - Media Steps [Cisco Unified Contact Center Express] - Cisco  1   2 : Cisco Unified Contact Center Express Getting Started with Scripts, Release 10.0(1) - Creating and Editing Scripts [Cisco Unified Contact Center Express] - Cisco  2

The On Exception Goto step can be used to trap runtime script errors and recover gracefully. This step allows the script to handle exceptions that may occur during the execution of the script, such as ContactInactiveException, DatabaseException, or DocumentException. The step specifies the type of exception to catch and the label to jump to when the exception occurs. The label can be any valid label in the script that marks the beginning of a recovery or cleanup section. For example, the script can use the On Exception Goto step to catch a ContactInactiveException and jump to a label that logs the call details and ends the script. This way, the script can avoid looping or crashing when the contact is dropped or disconnected. For more information on how to use the On Exception Goto step, see the  Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1) , Chapter: Steps, Section: On Exception Goto Step. References:

Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)

[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0] 2 , Module 2: Cisco Unified CCX Scripting, Lesson 3: Cisco Unified CCX Scripting Steps, Topic: Exception Handling

 Control Center on Cisco Unified Contact Center Express Serviceability Comprehensive and Detailed Explanation: The Control Center on Cisco Unified Contact Center Express Serviceability is a web-based interface that allows you to start, stop, and restart Cisco Unified CCX services. You can also view the status of each service and the server on which it is running. The Control Center is accessible from the Navigation drop-down list on the Cisco Unified CCX Serviceability page.  You can select either Network Services or Feature Services to manage the corresponding services. References: Cisco Unified Contact Center Express Operations Guide, Release 11.5 (1) - Cisco Unified CCX Serviceability 1 , Serviceability Tools 1

 CTI route points are virtual devices that can receive multiple, simultaneous calls for application-controlled redirection. They are added or configured for Cisco Unified Contact Center Express (UCCX) in the Cisco Unified CallManager Device Configuration. This allows UCCX to integrate with Cisco Unified Communications Manager (CUCM) and use the CTI route points as triggers for UCCX scripts. The CTI route points must be associated with the UCCX application user in CUCM and have the correct partition and calling search space settings.  References :  Cisco Unified Contact Center Express Getting Started with Scripts, Release 12.5(1) - Configuring Unified CCX Triggers ,  Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - Deployment Models ,  CTI Port and CTI Route Point - Cisco Community

A contact service queue (CSQ) is a logical grouping of agents that share similar skills. In Cisco Unified Contact Center Express, skills are assigned to CSQs, not to individual agents. Agents are associated with resource groups, which are then mapped to CSQs based on the skills required. This allows the system to route calls to the most appropriate CSQ, and then to the most qualified agent within that CSQ. References:  UCCXD - Deploying Cisco Unified Contact Center Express v6.0 ,  Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1)

The Cisco Unified Communications Sizing Tool is a web-based tool that helps system engineers to size Cisco Unified Communications solutions, including Cisco Unified CCX. The tool can validate various parameters and requirements for a Cisco Unified CCX deployment configuration, such as the number of agents, supervisors, IVR ports, outbound ports, chat sessions, email sessions, and reporting users. However, the tool cannot validate the following options:

The number of silent-monitoring and remote-monitoring sessions. Silent monitoring and remote monitoring are features that allow supervisors to listen to the agent’s calls without being heard by the agent or the caller. The tool does not support sizing for these features, as they depend on the network bandwidth and the codec used for the calls. The tool only provides a formula to estimate the bandwidth requirement for silent monitoring and remote monitoring, based on the number of sessions, the codec, and the packet size. The formula is: Bandwidth (kbps) = Number of sessions x Codec bit rate x (1 + Network overhead).  For example, if there are 10 silent-monitoring sessions using G.711 codec with a bit rate of 64 kbps and a network overhead of 20%, the bandwidth requirement is: Bandwidth (kbps) = 10 x 64 x (1 + 0.2) = 768 kbps 1 .

The number of historical reporting sessions. Historical reporting is a feature that allows users to generate reports on the historical data of the Cisco Unified CCX system, such as agent performance, call statistics, and queue summary. The tool does not support sizing for this feature, as it depends on the number of reporting users, the frequency and complexity of the reports, and the database size.  The tool only provides some guidelines and best practices for historical reporting, such as limiting the number of concurrent reporting users to 10, scheduling the reports during off-peak hours, and purging the historical data regularly 2 .

The number of ASR and TTS ports. ASR (Automatic Speech Recognition) and TTS (Text-To-Speech) are features that enable voice interaction between the callers and the IVR system, using speech recognition and synthesis technologies. The tool does not support sizing for these features, as they are provided by third-party vendors, such as Nuance or LumenVox.  The tool only provides some recommendations and considerations for ASR and TTS integration, such as using MRCPv2 protocol, allocating enough CPU and memory resources, and configuring the network QoS policies 3 .

References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.2: Silent Monitoring and Remote Monitoring, Page 32 1  Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.4: Historical Reporting, Page 34 2  Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.5: ASR and TTS Integration, Page 35 3

The customer must purchase 30 outbound IVR ports and 30 agent seats in addition to the 200 Cisco Unified Center Express Premium agent seats. The outbound IVR ports are required to run the outbound IVR campaign, which can make outbound calls to customers and play prerecorded messages or collect customer inputs. The agent seats are required to handle the outbound calls that are transferred to agents based on the customer’s choice or the campaign configuration.  The outbound IVR ports and the agent seats are licensed separately and are not included in the Premium agent seats 1 , page 2-3,  2 , page 4-1. References:  Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5 (1) SU1 ,  Cisco Unified Contact Center Express Features Guide, Release 12.5 (1)

 The number of premium seats required for a Cisco Unified Contact Center Express system is based on the maximum number of logged in agents plus the number of IVR and email ports needed. In this case, the maximum number of logged in agents is 150, the number of IVR ports needed for outbound calls is 30, and the number of email ports needed for email agents is 20.  Therefore, the total number of premium seats required is 150 + 30 + 20 = 180 seats. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages 1

The Cisco Unified Communications Sizing Tool is a web-based application that helps customers and partners accurately size Cisco Unified Communications hardware, software, and services. The tool can be used to size Cisco Unified CCX by selecting the product family, the deployment model, the reference design, the call volume, the agent count, the features, and the hardware specifications.  The tool then generates a report that shows the recommended hardware configuration, the software licenses, the power consumption, the rack space, and the bill of materials for the Cisco Unified CCX solution 1 ,  2  References:  Solution Design Guide for Cisco Unified Contact Center Express, Release 11.5 (1) ,  Cisco Sizing tools - Cisco Community

To run a 30-port outbound IVR campaign, the customer needs to purchase 30 outbound IVR ports and 15 agent seats in addition to the 200 Cisco Unified CCX Premium agent seats.  This is because the outbound IVR ports are not included in the Premium package and need to be purchased separately as an add-on component 1 . The outbound IVR ports are used to dial out to customers and play prompts or transfer calls to agents. The outbound IVR ports are also consumed by the agents who are logged in to the outbound campaign.  The ratio of outbound IVR ports to agents is 2:1, which means that for every two outbound IVR ports, one agent seat is required 2 . Therefore, to run a 30-port outbound IVR campaign, the customer needs 15 agent seats for the outbound agents. The customer does not need to purchase a gateway or a router, as these are network devices that are not related to the outbound IVR campaign.  References  :=  Cisco Unified Contact Center Express 12.5 Data Sheet , page 4.  Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 9.0(1) , page 2-3.

 A POD (Point of Data) is a unit of data that is stored in Context Service. A POD can contain information about a customer, an interaction, or any other entity that is relevant to the contact center. A POD can map to a fieldset, which is a collection of fields that define the structure and schema of the POD. A fieldset can have a name, a description, and a list of fields. Each field can have a name, a type, and a value.  A POD can belong to only one fieldset, but a fieldset can have multiple PODs 1 .  The runtime connector is not responsible for account and password management, but for registering the contact center components with Context Service and sending and receiving PODs 2 .  Every customer can be mapped to multiple PODs, depending on the number of interactions they have with the contact center 3 . References:

1 : Cisco Unified Contact Center Express Features Guide, Release 12.0(1) - Context Service Data Model, Fields, and Fieldsets [Cisco Unified Contact Center Express] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_0/features/guide/uccx_b_features-guide-1201/uccx_b_features-guide-1201_chapter_010.html)

2 : Cisco Unified Contact Center Express Features Guide, Release 12.0(1) - Component Configuration and Registration [Cisco Unified Contact Center Express] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6/features/guide/uccx_b_uccx-features-guide/uccx_b_uccx-features-guide_chapter_01.pdf)

3 : Cisco Unified Contact Center Express Features Guide, Release 12.0(1) - Omnichannel Customer Journey [Cisco Unified Contact Center Express] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_0/features/guide/uccx_b_features-guide-1201/uccx_b_features-guide-1201_chapter_010.html)

The Cisco Unified CCX Installer media is used to install the following components on the Unified CCX server:

Cisco Unified CCX Engine: This is the core component that provides the call control, routing, and scripting functionality for Unified CCX. It also includes the Cisco Unified CCX Administration web interface, the Cisco Unified CCX Serviceability web interface, the Cisco Unified CCX Editor, and the Cisco Unified CCX Historical Reports client.

Recording Component: This is an optional component that enables the recording and playback of agent calls. It also includes the Cisco Unified CCX Supervisor Desktop and the Cisco Unified CCX Agent Desktop applications.

Informix DB: This is the database component that stores the configuration and historical data for Unified CCX. It also includes the Cisco Unified CCX Database Schema and the Cisco Unified CCX Database Monitor Service.

The following components are not installed from the Cisco Unified CCX Installer media:

iPlanet Web Server: This is a web server that is not used by Unified CCX. Unified CCX uses the Apache Tomcat web server, which is installed as part of the Cisco Unified Communications Operating System.

Cisco Unified Operations Manager: This is a network management application that monitors the health and performance of Cisco Unified Communications systems. It is not part of Unified CCX and requires a separate installation and license.

Cisco Unified Communications Manager: This is the call processing component that provides the IP telephony services for Unified CCX. It is not part of Unified CCX and requires a separate installation and license.

References:

Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1) , Chapter 1: Unified CCX Installation

[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0], Module 1: Cisco Unified Contact Center Express Overview

According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express 8.0 Standard deployment is 300. This is the same as the maximum number of IVR ports that can be supported by the Standard deployment. The CTI ports are used to route calls to agents or to play prompts and collect caller input. The number of CTI ports depends on the number of concurrent calls that the system needs to handle and the call flow design. The Standard deployment supports up to 150 agents and 300 IVR ports or CTI ports. References :=  Cisco Unified Contact Center Express Design Guide, Release 8.0(1) , page 2-7.

Supervisor workflows are a feature of Cisco Finesse that allow supervisors to automate certain actions based on predefined criteria. For example, a supervisor can configure a workflow to send an email notification, play a sound, or launch a web page when a certain condition is met. The criteria that can be used to control supervisor workflows are based on the statistics of the skill groups or queues that the supervisor monitors. One of the criteria that can be used is the duration of the oldest call in queue, which indicates how long the longest waiting call has been in the queue. This criterion can help supervisors identify situations where the service level is not being met or the queue is overloaded, and take appropriate actions to resolve them. The other options, such as the length of time an agent is in the NotReady state, the number of agents logged in, or the number of calls abandoned, are not valid criteria for supervisor workflows.  References :  Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1) SU2 ,  Cisco Supervisor Desktop

 Cisco Unified CCX Premium provides the most advanced features and capabilities for contact center agents and supervisors, including IVR scripting, database integration, keystroke macros, CRM integration, outbound preview dialer, and agent email and chat. Cisco Unified CCX Standard and Enhanced do not support keystroke macros, CRM integration, or agent email and chat. Cisco Unified IP IVR does not support agent desktop functions or outbound preview dialer. Cisco Unified CCX Enterprise is not a valid option, as Cisco Unified CCX only comes in Standard, Enhanced, and Premium versions. References:  Cisco Unified Contact Center Express 12.5 Data Sheet , [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]

The server that cannot be configured during the installation phase when installing Cisco Unified Contact Center Express (UCCX) on Cisco Unified Computing System (UCS) servers is the SMTP server. The SMTP server is a server that enables the email functionality of UCCX, such as sending email notifications, alerts, and reports.  The SMTP server cannot be configured during the installation phase, but it can be configured after the installation by using the Cisco Unified CCX Administration web interface 1 2

The other options can be configured during the installation phase when installing UCCX on UCS servers:

Cisco Unified Communications Manager (CUCM) server: The CUCM server is a server that provides call control and device management for UCCX. The CUCM server can be configured during the installation phase by specifying the IP address or hostname, the username, and the password of the CUCM server.  The CUCM server must be configured before the UCCX installation can proceed 1 2

DNS server: The DNS server is a server that resolves hostnames to IP addresses and vice versa. The DNS server can be configured during the installation phase by specifying the IP address or hostname of the primary and secondary DNS servers.  The DNS server is optional, but it is recommended to use it for easier management and troubleshooting 1 2

NTP server: The NTP server is a server that synchronizes the time and date of UCCX with a reliable source. The NTP server can be configured during the installation phase by specifying the IP address or hostname of the primary and secondary NTP servers.  The NTP server is mandatory, and the installation will fail if the UCCX server cannot reach the NTP server 1 2

References :  1 : Cisco Unified Contact Center Express Install and Upgrade Guide, Release 10.0(1) - Unified CCX Installation [Cisco Unified Contact Center Express] - Cisco  1   2 : Cisco Unified Contact Center Express Install and Upgrade Guide, Release 10.0(1) - Unified CCX Configuration [Cisco Unified Contact Center Express] - Cisco  2

 The Cisco Unified CCX steps that would make an HTTP request are Cache Document and Send Http Response. The Cache Document step sends an HTTP GET request to a specified URL and stores the response in a Document variable. The Send Http Response step sends an HTTP response to the client that initiated the HTTP request.  The response can include a status code, headers, cookies, and a body 1 , pages 2-81 and 2-82. The following steps do not make an HTTP request:

Create URL Document: This step creates a URL Document variable from a string or a URL.  The step does not send or receive any data over the network 1 , page 2-78.

Write Document: This step writes a Document variable to a file on the local disk or a network share.  The step does not use the HTTP protocol 1 , page 2-79. References:  Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2)

In Cisco Unified CCX Administration, when you add a Cisco Unified Communications Manager (CUCM) Telephony group, a CTI Route Point is created on the CUCM. A CTI Route Point is a virtual device that can receive multiple simultaneous calls and route them to a Cisco Unified CCX application by using the JTAPI protocol.  A CUCM Telephony group defines the CUCM cluster, the JTAPI user, and the CTI Route Point that are associated with a Cisco Unified CCX system 1 2

The other options are not correct:

CTI Ports: CTI Ports are virtual devices that can make or receive calls and are controlled by the JTAPI application.  CTI Ports are not created when you add a CUCM Telephony group, but when you add a Cisco Unified CCX Call Control Group 1 2

Cisco Unified CCX Call Control Group: A Cisco Unified CCX Call Control Group is a logical grouping of CTI Ports that are used by the Cisco Unified CCX system to make and receive calls.  A Cisco Unified CCX Call Control Group is not created when you add a CUCM Telephony group, but when you configure the Cisco Unified CCX system parameters 1 2

Cisco Unified Communications Manager Call Control Group: A Cisco Unified Communications Manager Call Control Group is a term that does not exist in the Cisco Unified CCX terminology.

References :  1 : Cisco Unified Contact Center Express Administration Guide, Release 10.0(1) - Unified CM Configuration [Cisco Unified Contact Center Express] - Cisco  1   2 : Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - Unified CM Telephony Subsystem [Cisco Unified Contact Center Express] - Cisco  2

The security password is used as the secret key during the second node installation of Cisco Unified Contact Center Express (UCCX). This password is entered during the first node installation and must be the same for all nodes in the cluster. The security password is used to encrypt sensitive data in the database and to authenticate communication between nodes. If the security password is not the same for all nodes, the installation will fail and the cluster will not function properly.  References :  Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5 (1) - Unified CCX Installation ,  Free Cisco Deploying Unified Contact Center Express (UCCXD) v6.0 Certification Sample Questions and Answers

The option that enables you to monitor previous agent seat license usage is port and agent seat utilization historical report in Cisco Unified Intelligence Center. This report provides information about the number of agent seats and IVR ports that are in use for a specified time period. You can use this report to track the peak and average utilization of agent seats and IVR ports, and compare them with the licensed capacity. You can also filter the report by node, license package, and date range.

The other options are not correct because:

traffic analysis historical report provides information about the call traffic and service level for each CSQ and application. It does not show the agent seat license usage.

port-monitoring tool in Cisco Unified Communications Manager Real-Time Monitoring Tool allows you to monitor the status and statistics of the voice gateway ports that are registered with Cisco Unified Communications Manager. It does not show the agent seat license usage.

overall Cisco Unified CCX stats in Cisco Unified Communications Manager Real-Time Monitoring Tool shows the overall status and performance of the Cisco Unified CCX system, such as the number of active calls, agents, sessions, triggers, and chat contacts. It does not show the previous agent seat license usage.

References: : [Cisco Unified Intelligence Center Report Customization Guide, Release 12.5(1) - Unified CCX Historical Reports [Cisco Unified Contact Center Express] - Cisco] : [Cisco Unified Contact Center Express Historical Reports User Guide, Release 12.5(1) - Chapter 4: Unified CCX Historical Reports [Cisco Unified Contact Center Express] - Cisco] : [Cisco Unified Serviceability Administration Guide, Release 12.5(1)SU3 - Real-Time Monitoring Tool [Cisco Unified Communications Manager (CallManager)] - Cisco] : [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) - Monitor Unified CCX [Cisco Unified Contact Center Express] - Cisco]

 In a typical Cisco Unified CCX agent web chat deployment for an online retail shop, Cisco SocialMiner can be deployed in the demilitarized zone (DMZ). The DMZ is a network segment that lies between the Internet and the corporate network, and it provides a layer of security and isolation for the servers that are exposed to the public. Cisco SocialMiner is a server that enables social media customer care by capturing and routing social contacts from various sources, such as web chat, email, Twitter, and Facebook. By deploying Cisco SocialMiner in the DMZ, the online retail shop can offer web chat services to its customers without exposing the Cisco Unified CCX server or the agent desktops to the Internet. Cisco SocialMiner acts as a proxy between the web chat clients and the Cisco Unified CCX server, and it communicates with the Cisco Unified CCX server using a secure HTTPS connection.  The web chat clients can access Cisco SocialMiner using a public URL, and Cisco SocialMiner can also access external social media sources if needed. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 2: Implement a Cisco Unified Contact Center Express System - Lesson 2: Implement Cisco Unified CCX Web Chat - Topic: Cisco Unified CCX Web Chat Deployment Model

 The Agent email feature is available only in the Cisco Unified Contact Center Express Premium package. The Agent email feature is a basic email queuing and response system that allows agents to handle customer emails from the Cisco Agent Desktop.  The feature supports email routing, email prioritization, email response templates, email attachments, email history, and email reporting 1 2

The other options are not correct:

Premium and Enhanced: The Agent email feature is not available in the Enhanced package.  The Enhanced package supports only voice and chat interactions 1 2

Premium, Enhanced, and Standard: The Agent email feature is not available in the Enhanced and Standard packages.  The Standard package supports only voice interactions 1 2

Premium and Standard: The Agent email feature is not available in the Standard package.  The Standard package supports only voice interactions 1 2

References:  1 : Cisco Unified Contact Center Express Data Sheet - Cisco  1   2 : Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - Features [Cisco Unified Contact Center Express] - Cisco  2

The default eMail address in the eMail Subsystem Configuration page is used as the From address in the Send eMail step if no address is specified. This is useful when you want to send emails from a generic or default address without having to specify it in every Send eMail step. The default eMail address can be configured in the Unified CCX Administration web interface, under Subsystems > eMail > eMail Subsystem Configuration.  You can also specify the default eMail address in the script editor, using the Set Default eMail Address step.  References  := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 3: Implementing Cisco Unified Contact Center Express Scripting > Lesson 3: Implementing Basic Scripting Techniques > Topic 3.3: Sending an E-mail Message 1

 Relative filters are used to generate historical reports for a predefined time period, such as today, yesterday, this week, last week, this month, last month, year to date, or last year. They allow users to select the date range and time range options for the report data. Relative filters are not applicable for real-time or live data reports, which use key criteria and field filters instead. Relative filters are also not used for filtering spam emails or reporting on port usage, which are not related to the report generation process. References:

Cisco Unified Contact Center Express Report User Guide, Release 11.6 (1) , Chapter: Report Filters, Section: Filter Types, Subsection: Date & Time

[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0] 2 , Module 3: Cisco Unified CCX Reporting, Lesson 2: Cisco Unified CCX Historical Reports, Topic: Historical Reports Filters