Agent State Summary Report - Total login duration abnormal

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).
We have checked "Agent State Detail" report, and found strange behavior (for thoes agents that have abnormal Not Ready state and long duration of Total Logged-in Time) as - after that agent Logout, they have change to Not Ready state with reason code 32759 (The system issues this reason code if the agent's phone crashes and that agent is placed in the unavailable state).
What caused this to happen? Agent shouldn't have any state after they logout.
Any idea?
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

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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

Agent State Trace report.

Has anyone out there tried to create a State trace report for agent that include State duration?
I have tried to add AED.Duration to a State trace report definition I found on the developer site, which sort of works, however it seemed to log every single second, which is obviously not practical!
Therefore if any one has managed to incorporate a State Trace report to include duration, that would be good to know, how you did it!
The report needs to reflect the same output as the CTIOS State report.
I would welcome any and all help.
Thanks Sarah

Hello,
I have this problem too. I am trying to build a report in SQL based on the Agent State Trace table, but I need to add the duration time.
The AST table doesn't include the duration. Basicly I need the following:
Agent, Date Time, Agent State, Duration
Anni Smith 5/25/2013 7:35 am 5 0:00:35
So it shows that the Agent was on Work Not Ready for 35 seconds.
If anybody has done something similar please share the solution.
Thanks!

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

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.

Login duration (total login) is incorrect in Agent Not Ready Detail

Hi All,
We have deployed the PCCE 10, and CUIC 10, and downloaded Cisco reporting template CCE_AF_Historical template.
When we checked the report login duration show as some 0-2037:0-31:0-48 (not readable value is coming all agents).
Since we are using cisco default template we didnt change anything on the sql query. i here with attached the sql query
what i have understood from this issue is , it is not valditating the Event valuein the following area
AgentLogOutDetails(ALODSkillTargetID, ALODLoginDateTime, TotalLoginTime, ALODEvent) AS
(Select aed.SkillTargetID,
aed.LoginDateTime,
TotalLoginTime = DATEDIFF(ss,LoginDateTime, DateTime),
aed.Event
From AgentNotReadyDetails aed
WHERE Event = 2),
SELECT SkillTargetID = ANRDU.SkillTargetID,
LoginDateTime = ANRDU.LoginDateTime,
TotalLoginTime = CASE WHEN ALOD.ALODEvent = 2 THEN ALOD.TotalLoginTime ELSE DATEDIFF(ss,LoginDateTime, (CASE WHEN DATEDIFF(ss, :end_date, (Select NowTime From Controller_Time)) > 0 THEN :end_date ELSE (Select NowTime From Controller_Time) END)) END,
TotalNotReadyTime = AgentNotReadyTotal.NotReadyTime,
ReasonCode = ANRDU.ReasonCode,
textReasonCode = ISNULL(Reason_Code.ReasonText, ' ')+'['+convert(varchar, ANRDU.ReasonCode)+']',
ReasonCodeDuration = ANRDU.ReasonCodeDuration,
FullName = Person.LastName+', '+Person.FirstName,
perNotReady = CASE WHEN ISNULL(AgentNotReadyTotal.NotReadyTime,0) = 0 THEN 0*1.0 ELSE ISNULL(ANRDU.ReasonCodeDuration,0)*1.0/ISNULL(AgentNotReadyTotal.NotReadyTime,0) END,
perLogon = ANRDU.ReasonCodeDuration*1.0/(CASE WHEN ALOD.ALODEvent = 2 THEN ALOD.TotalLoginTime ELSE DATEDIFF(ss,LoginDateTime, (Select NowTime From Controller_Time)) END),
StartDate = CONVERT(DATETIME, :start_date),
EndDate = CONVERT(DATETIME, :end_date)
FROM AgentNRDuration ANRDU
LEFT JOIN Reason_Code ON ANRDU.ReasonCode=Reason_Code.ReasonCode
LEFT JOIN AgentLogOutDetails ALOD ON (ANRDU.SkillTargetID = ALOD.ALODSkillTargetID
AND ANRDU.LoginDateTime = ALOD.ALODLoginDateTime)
LEFT JOIN AgentNotReadyTotal ON ANRDU.SkillTargetID = AgentNotReadyTotal.SkillTargetID,
Person (nolock),
Agent (nolock),
Media_Routing_Domain
WHERE Agent.PersonID = Person.PersonID
AND Agent.SkillTargetID = ANRDU.SkillTargetID
AND Media_Routing_Domain.MRDomainID = ANRDU.MRDomainID
ORDER BY FullName,
Media_Routing_Domain.EnterpriseName,
LoginDateTime,
textReasonCode
Does any come across this issue please guide us how to resolve it, since it is affecting the customer performance badly.
with Regards,
Manivannan

It sounds like the query is giving you a negative time value of about -85 days. I see a few ways this could happen:
The Agent logout events in AED (Event=2) are somehow getting DateTime values that are earlier than the login times
NowTime in table Controller_Time is earlier than the agent login times. (this seems more likely)
So, I suggest looking at the Agent_Event_Detail table on the AW/HDS to ensure that the DateTime values on Event=2 lines are later than the login times... and also check the NowTime in table Controller_Time to ensure it is correct.
Here's the NowTime query:
SELECT [NowTime]
      ,[TimeZone]
      ,[TimeZoneName]
FROM [Controller_Time]
And here's the appropriate query for AED (should return 0 results if DateTime/LoginDateTimes are correct):
SELECT [DateTime]
      ,[SkillTargetID]
      ,[MRDomainID]
      ,[TimeZone]
      ,[LoginDateTime]
      ,[Event]
      ,[RecoveryKey]
      ,[Duration]
      ,[ReasonCode]
      ,[DbDateTime]
FROM [Agent_Event_Detail]
WHERE Event=2 AND DateTime<LoginDateTime
-Jameson

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?
Thanks
Ankita

Report on Total Authorization Duration

Need to know how to show total authorization duration, which includes several auth tasks that vary depending on information in the form.
In For some reason I am finding it really difficult to find the total duration for each service request. In query studio, I pull in req entry id, Auth Task Name, and Auth Task total duration. Everything appears fine. From here I should be able to group by req entry id, then delete task name, and format the duration to calculate. My issue is that I need to filter by Service name. I bring in Service name and everything goes to pot. Req entry id's now show auth task names for auth tasks that they did not have. Tasks that were skipped, which should show duration as 0, have appearingly random numbers.
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Hello Varsit,
There is not stardard report available for this information, but you can link EKPO, EKBE (PO history) table and MARD table to get this information. For Purchase requisition, you can use EBAN table.
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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

One button login cannot change agent state because phone is out of service on 8861 phone

I'm testing out the 88XX line of phones for our practice and I am getting the strangest error when trying to enter ready state using one button login.
The phone states...
one button login cannot change agent state because phone is out of service
We are using extension mobility to login into the phone, then hitting the one button login service. (all of which works fine).
Also if I use this same account on any of our older 79XX phones it works perfectly and I can go into ready state and receive calls.
I only have issues on the 88XX line of phones.
Any insight would be great, thanks.
Davidt

Hi Kim,
We have seen this issue in our lab.
But after configuring the authenticate presence and authenticate register and also you need to associate the respective session-server for the ephone-dn as shown below...it will work.
voice register global
mode cme
max-dn 720
max-pool 262
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tftp-path flash:
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ephone-dn 5
number 1005
allow watch
session-server 1
exit
Hope it helps.
Anand
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At new statement for Summary report

Hi,
I have made a vendor balance report having debit and credit entry in on eintrenal table IT_BSIK, with all line item detail in another table IT_TAB1 i want to make summry report by adding all the amount of of line item it is also working fine but i wan tto change the summary report i want summary for debit and credit entery seperate How to do it find Below the code part for summary how to use AT NEW SHKZG then append the IT_TAB1
find the code here.
**********************summarised part
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      Clear : VTOTBAL, vNtdue, vDue, vDue0, vDue31, vDue61, vDue91,V1TOTBAL.
      loop at it_bsik where lifnr = it_lfnr-lifnr.
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          IT_TAB1-BUKRS = IT_BSIK-BUKRS.
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         move VDUE TO IT_TAB1-DUE.
         ADD IT_BSIK-DUE0 TO VDUE0.
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         ADD IT_BSIK-DUE31 TO VDUE31.
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         ADD IT_BSIK-DUE61 TO VDUE61.
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         move VDUE91 TO IT_TAB1-DUE91.
       endloop.
        append it_tab1.
   endloop.
***********************************end of summarised vendor part ***************************

Hi,
loop at it_bsik where lifnr = it_lfnr-lifnr.
if it_bsik-SHKZG eq 'Debit.
   add all your fields to table itab.
else.
   add all your fields to table itab1.
endif.
endloop.
This way you will get debit data in table itab and credit data in itab1.
Then you can use At new lifnr for both tables separately and you will be able to sum it separately.
Hope its clear.
Thanks,
Archana

Summary report w/over 90 summary elements

Post Author: JackG
CA Forum: Crystal Reports
Using CR XI Professional edition ..... What would be the best approach to provide a summary report with over 90 different database element summaries from a SQL Server database? I've created one document with all of the categories to summarize and also have started creating subreports to summarize the related report sections.
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Thx.
JackG

Post Author: JackG
CA Forum: Crystal Reports
There are 12 'sections' (A thru U ... obviously not including all letters) to the report
each section can have as few as 2 or as many as 25 summaries relating to that section's data/table source in the database. In other words, section 'A' gets data from one table; section 'B' gets data from one or more tables ... and that's where it goes whacky.
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JackG
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B3   Percentage Contacted Within 5 Days (# contacted within 5 days/r B4   Total Number of Referrals Scheduled                              5 B5   Total Number of Referrals who Showed                             2 B6   Show Rate (%) (Referrals who showed/referrals scheduled)
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Agent State Summary Report - Total login duration abnormal

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