Agent missing from Agent Call Summary Report

When running the Agent Call Summary Historical report in IPCC 4.5, we have found it will not list one agent. This agent shows in both Real Time reports and in other Historical reports, inclding the Agent Detail report. It doesn't matter if we rung the Call Summary report for one day, or several weeks, this agent never is listed in the report. Any ideas on what the problem, or solution, might be?

If this is still an issue verify that the agent is correctly assigned to an Agent Team via Config Manager.

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I am seeking a clear definition of the iInbound Non-ACD field.
Inbound
Non-ACD—Total
Total number of non-IPCC Express calls received by the agent. This number
includes calls made by other agents and by outside parties.
Does this mean calls to this agents ACD line from other extensions that do not come from the CSQ?
Any clarification would be appreciated.
Thanks!

Hi,
When a call comes from the CSQ, the agent goes Reserved > Talking > and then potentially to a Work/Wrap-Up state after the call. For a non-ACD call, they just go to the Not Ready state. I believe your understanding of the definition is correct. Any call that didn't come through the queue will be counted this way.
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Brendan

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Hi everyone,
We just upgrade our call center to UCCX 8.0(2). Everything seem to work fine except we found something strange in Historical Report "Agent State Summary". Agents are working in 8 hours shift but in the Total Logged-in Time in Agent State Summary report show up to 20 hours (Time spend in Not Ready state up to more than 10 hours). This is happened to some agents only.
We have checked with the agents and they confirmed that they have loggout properly after working shift (when they finish, they logout of CAD and then logout of Extension Mobility).
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Just one more thing. for example SLA on the CSQ is set to 10 secs
Call is offered to the agent via Resource commend but the agent does not answer so RONA (15sec) is invoked and the call is re-queue - Does this impact SLA?
No agents are available so the call is queued with IVR- Does this impact SLA ?
Basically I guess the SLA is impacted if the call is either ringing on an agents phone after the 10 Sec SLA but answered or returned to queue if the RONA is say 15 secs - either way the SLA is impacted is this correct?
Sorry for the "obvious " question but customer stated that she was informed the SLA is only impacted on "ringing" time on the agents phone and not if the call is queuing, listen to on hold while queuing

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Hi,
I want the Call summary report i.e. giving the details of date, time, calling Party, Called Party, Number dialed, duration of call etc....
I am unable to generate report in CCM R3.1(2)
My email ID is [email protected]

You can use CAR report 'QoS Detail' which will give the details Calling number, called number, call Originator and completion date and time, duration, orig and dest codec, orig and dest devices, and orig and dest QoS. To generate the report for all the calls made in the system, you need to select the option "Select All Users".
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/3_3_3/ccmsrva/saappdxa.html

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IPCCX Agent Summary Report

Good Day,
I have read through some cisco documents and can not get a clear understanding of the IPCCX historical reports.
I would like to know if the " Not Ready Time " on the agent state summary report also includes the Work time?
If I count up the " Not Ready Time + Ready Time + Talk Time + Work time " it does not add up to the Total Logged-in time.
Can you please assist me in answering these questions.
regards,
Hannes

The reports are all documented in detail in the user guide, in the section titled 'Description of Historical Reports'.. it also includes details of how each field is calculated:
For V8.0 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801HRug.pdf
For V7.0 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx701HR_English.pdf
Regards
Aaron
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UCCX Supervisor Desktop Agent team summary

Supervisor desktop agent team summary report are not showing accurate. Before restart the server we are facing a Agent logon time its not correct under the supervisor desktop agent page.
After restart that problem is resolved the Agent logon time but its giving another issue.
The issue the Call Preseneted time not accurate.
The running UCCX version is: 8.5.1.11004.25
Attached the snapshot.

What's wrong with the calls presented column? It looks like three of the four people didn't answer one of the calls presented to them which is what that column is supposed to show.

UCCX 7.x - Agent Summary Report missing Agents

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Hi there,
Just looking for a good way of troubleshooting this problem.
When the supervisors run the “agent summary report” it contains only 1 agent in it rather then the 30 odd. This happens for one team only. When the report is run for all the other teams it works fine.
The customer says he doesn’t see any difference in the agents and teams setup between the working and the non working once.
Thanks
Alexis

Hi Anuj
Tried to restart the services you mention but that didnt clear the calls. Eventually had to reboot the server.
As a worring after the server come back up for some reason it moved some of the prompt's from the _GB folder to the _US folder
Cheers
Alexis

UCCX reports - Agent State Summary

I'm running the above report Agent State Summary and have a question on the columns
The total logged in time is as it states, the amount of time an agent is logged in
Not Ready - Amount of time they are in a not ready state within the Total Logged in time
Ready State- same as Not Ready - Time within the Total Logged in time
Now the question
Example of the states below
Total Logged in time 10 hours
Not Ready 2 hours 20%
Ready 6 hours 60%
Talk time 1 hour 10%
Work time 30 hour 5%
Reserve time 30 mins 5%
Does this mean the agents only spent 10% of their time actually talking to the customer and potentially 60% of the time waiting for callers?
thanks

Aaron
Just one more thing. for example SLA on the CSQ is set to 10 secs
Call is offered to the agent via Resource commend but the agent does not answer so RONA (15sec) is invoked and the call is re-queue - Does this impact SLA?
No agents are available so the call is queued with IVR- Does this impact SLA ?
Basically I guess the SLA is impacted if the call is either ringing on an agents phone after the 10 Sec SLA but answered or returned to queue if the RONA is say 15 secs - either way the SLA is impacted is this correct?
Sorry for the "obvious " question but customer stated that she was informed the SLA is only impacted on "ringing" time on the agents phone and not if the call is queuing, listen to on hold while queuing

Agents showing in NOT READY Reason Code Summary Report

I have a large install, with over 100 skills and CSQs. Three agents always show up in everybody's Not Reason Code Summary Report, even though they are not assigned to those skills. At this point none of these three agents has ever been active. My assumption is there is a bug that until an agent actually goes Active at least once this happens. I am looking for confirmation, documentation of such.
Thanks.

Hi,
What is the version of IPCC you are running?
What do you mean when you say agent goes active?
Please refer to this guide below for UCCX 5.0. Refer to pg 65 for Agent Summary report.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_6_0/user/guide/crs601hr.pdf
See if it has the information you are looking for.
So you mean to say you filter this report based on Skill name and still see those 3 agents evene when you chose a skill which is nto assigned to three of them?
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Use a delivers agent on a report with "Is Prompted" column, 11g

Hi all,
I have a report with is prompted filter on a column. And the report are working fine.
But now the customer have asked me to set up a deliver agent on the report. And when the agent is running the report it is not working.
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[nQSError: 77006] Oracle BI Presentation Server Error: A fatal error occurred while processing the request. The server responded with: Odbc driver returned an error (SQLExecDirectW).
Error Codes: OPR4ONWY:U9IM8TAC:OI2DL65P:OI2DL65P
State: HY000. Code: 10058. [NQODBC] [SQL_STATE: HY000] [nQSError: 10058] A general error has occurred.
[nQSError: 43113] Message returned from OBIS.
[nQSError: 23006] The session variable, NQ_SESSION.access_voc, has no value definition. (HY000)
SQL Issued: {call NQSGetQueryColumnInfo('SELECT "Espor voc fields"."Field name" FROM "Esporingdata"')}
SQL Issued: SELECT "Espor voc fields"."Field name" FROM "Esporingdata"
Error Codes: AGEGTYVF
AgentID: /users/weblogic/Linus_test_agent
...Trying main Agent loop again.... Sleeping for 6 seconds.[nQSError: 77006] Oracle BI Presentation Server Error: A fatal error occurred while processing the request. The server responded with: Odbc driver returned an error (SQLExecDirectW).
Error Codes: OPR4ONWY:U9IM8TAC:OI2DL65P:OI2DL65P
State: HY000. Code: 10058. [NQODBC] [SQL_STATE: HY000] [nQSError: 10058] A general error has occurred.
[nQSError: 43113] Message returned from OBIS.
[nQSError: 23006] The session variable, NQ_SESSION.access_voc, has no value definition. (HY000)
SQL Issued: {call NQSGetQueryColumnInfo('SELECT "Espor voc fields"."Field name" FROM "Esporingdata"')}
SQL Issued: SELECT "Espor voc fields"."Field name" FROM "Esporingdata"
Error Codes: AGEGTYVF
AgentID: /users/weblogic/Linus_test_agent
...Trying main Agent loop again.... Sleeping for 8 seconds.[nQSError: 77006] Oracle BI Presentation Server Error: A fatal error occurred while processing the request. The server responded with: Odbc driver returned an error (SQLExecDirectW).
Error Codes: OPR4ONWY:U9IM8TAC:OI2DL65P:OI2DL65P
State: HY000. Code: 10058. [NQODBC] [SQL_STATE: HY000] [nQSError: 10058] A general error has occurred.
[nQSError: 43113] Message returned from OBIS.
[nQSError: 23006] The session variable, NQ_SESSION.access_voc, has no value definition. (HY000)
SQL Issued: {call NQSGetQueryColumnInfo('SELECT "Espor voc fields"."Field name" FROM "Esporingdata"')}
SQL Issued: SELECT "Espor voc fields"."Field name" FROM "Esporingdata"
Any Help Much Appreciated
Linus

Hi Linus,
Where you able to solve this issue or do you have additional findings to your issue? I'm facing a similar problem: a session variable has no value defined when running from the agent.
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Webview call type report missing a completed call

i have a call handled by an agent in my call center but i cannot find it in the webview call type report but in the webview database route_call_detail table i find it ? hope for your help
call is received at 10:34 but the call type first period start from 15:30 !!
and i have attached the SQL query results.

Hello Ahmed,
So you meant to say that for the whole day the Call Type Report is starting only from 15:30 ? And you are not able to find 10:30 Interval ?
Have you checked for any other Call Types ? Was there any failure happened in any of the components ? The RouterCallKey's doesn't look normal.
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Error while transferring agent to agent call

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when transferring agent to agent call through ICM, i am getting the error. below is the logs for the same.
11:14:39.599 |//SIP/Stack/Error/0x0/DROPPING unregistered header Cisco-Gucid: AF4B8C1E100001346787D3E60A6E0A11|5,100,63,1.1^*^*
11:14:39.599 |//SIP/SIPUdp/wait_UdpDataInd: Incoming SIP UDP message size 1169 from 10.110.10.45:[32796]:
INVITE sip:[email protected] SIP/2.0
Via: SIP/2.0/UDP 10.110.10.45:5060;branch=z9hG4bKqnnqtSWNcTnnlzrIB30p3g~~18925612
Via: SIP/2.0/UDP 10.110.10.17:5060;branch=z9hG4bK.Z5FCyzJYgyGTcQKk150og~~182259
Max-Forwards: 68
To: <sip:[email protected];transport=udp>
From: 2960 <sip:[email protected]:5060>;tag=ds620942f7
Contact: <sip:[email protected]:5060;transport=udp>
Expires: 60
Remote-Party-ID: <sip:[email protected]>;party=calling;screen=yes;privacy=off
Call-ID: [email protected]
CSeq: 1 INVITE
Content-Length: 0
User-Agent: CVP 8.0 (1) Build=1440
App-Info: <10.110.10.17:8000:8443>;ringtone=ringback.wav
Call-Info: <sip:10.110.10.196:5060>;purpose=x-cisco-origIP
Date: Thu, 05 Jan 2012 19:14:37 GMT
Supported: timer
Supported: resource-priority
Supported: replaces
Supported: X-cisco-srtp-fallback
Supported: Geolocation
Min-SE: 1800
Allow: INVITE, OPTIONS, INFO, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY
Allow-Events: presence
Cisco-Guid: 2164036096-0000065536-0009543076-3289017866
Session-Expires: 1800
Cisco-Gucid: AF4B8C1E100001346787D3E60A6E0A11
45^*
11:14:39.599 |//SIP/SIPUdp/wait_SdlSPISignal: Outgoing SIP UDP message to 10.110.10.45:[5060]:
SIP/2.0 100 Trying
Via: SIP/2.0/UDP 10.110.10.45:5060;branch=z9hG4bKqnnqtSWNcTnnlzrIB30p3g~~18925612,SIP/2.0/UDP 10.110.10.17:5060;branch=z9hG4bK.Z5FCyzJYgyGTcQKk150og~~182259
From: 2960 <sip:[email protected]:5060>;tag=ds620942f7
To: <sip:[email protected];transport=udp>
Date: Thu, 05 Jan 2012 19:14:39 GMT
Call-ID: [email protected]
CSeq: 1 INVITE
Allow-Events: presence
Content-Length: 0
11:14:39.600 |//SIP/Stack/Info/0xf252a80/Sent an 3456XX Error Response|5,100,214,1.2332234^10.110.10.45^*
11:14:39.600 |//SIP/Stack/States/0xf252a80/0xf252a80 : State change from (STATE_RECD_INVITE, SUBSTATE_NONE) to (STATE_DISCONNECTING, SUBSTATE_NONE)|5,100,214,1.2332234^10.110.10.45^*
11:14:39.600 |//SIP/SIPUdp/wait_SdlSPISignal: Outgoing SIP UDP message to 10.110.10.45:[5060]:
SIP/2.0 503 Service Unavailable
Via: SIP/2.0/UDP 10.110.10.45:5060;branch=z9hG4bKqnnqtSWNcTnnlzrIB30p3g~~18925612,SIP/2.0/UDP 10.110.10.17:5060;branch=z9hG4bK.Z5FCyzJYgyGTcQKk150og~~182259
From: 2960 <sip:[email protected]:5060>;tag=ds620942f7
To: <sip:[email protected];transport=udp>;tag=887062457
Date: Thu, 05 Jan 2012 19:14:39 GMT
Call-ID: [email protected]
CSeq: 1 INVITE
Allow-Events: presence
Warning: 399 us-a-vc-sub3 "Unable to find a device handler for the request received on port 5060 from 10.110.10.17"
Content-Length: 0
11:14:39.605 |EnvProcessUdpHandler::handle_input - handle = 280|*^*^*
11:14:39.605 |EnvProcessUdpHandler::handle_input Status: 0, Id: 0|*^*^*
11:14:39.605 |//SIP/SIPUdp/wait_UdpDataInd: Incoming SIP UDP message size 378 from 10.110.10.45:[32796]:
ACK sip:[email protected] SIP/2.0
Via: SIP/2.0/UDP 10.110.10.45:5060;branch=z9hG4bKqnnqtSWNcTnnlzrIB30p3g~~18925612
Max-Forwards: 70
To: <sip:[email protected];transport=udp>;tag=887062457
From: 2960 <sip:[email protected]:5060>;tag=ds620942f7
Call-ID: [email protected]
CSeq: 1 ACK
Content-Length: 0
attached is the file of ccm logs

Hi,
What is the version of IOS you are running on the voice gateway? Also, what is happening when you are transfering the call. Is it getting disconnected or...

Agent missing from Agent Call Summary Report

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