CAD 8.0(2) SR2 email Historical report questions

for some agents the email sent is way more than the retrieved,
for instance Agent A, routed in =80 and sent is = 113, deleted = 27
but for other agents, such as Agent B routed in =80 and sent is = 17, deleted = 6
We're trying to determine just how the application calculates the numbers for e-mail reports.
We checked the particular agents Email Response Detail report, there is not a lot of sent emails listed but in the Email Contact Service Queue Agent Activity it is almost double the number

Look at this document, it explains the difference betwen the various reports. So for example:
On page 115 you see the email CSQ report and it shows all the fields and how they are calculated.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801HRug.pdf

Similar Messages

Historical Reports question // UCCX 7.0

Hello,
I was wondering for how long the HR records are available for report generation?
Maybe they are kept until you manually delete them? and where are these records kept inside the server?
Thank you in advance for your help,
DS

Hi DS,
The HR records are setup on a purge schedule which is defined in Appadmin under Tools and Historical Reporting. Here you can set the max size you want your database to get to before it performs a purge operation on the oldest records. There are also other settings to define purges.
You will need to check your configuration to determine how long the data is there and when it will be purged. The data is kept in the SQL database (possibly in MSDE if a single node) and the database name is db_cra.
Hope this is helpful but let me know if you have any questions.
Mike

Historical report questions

Why is it that when I run agent detail report some of the calls show up with the phone numbers and some just have an extension? Ive attached the report to this post.

When I look at your report it appears MOST of the call with somethig other than an extension are actually a tranfer - see the call type column. The only way to be sure is to understand more about your call flow or trace a call completely through your system via the scripts etc. You could open a TAC case and provide this document and relevant MIVR and JTAPI logs and one of the engineers could probably do this for you.

Can UCCX 10 / CUIC Provide Historical Reports That Include Email Content?

Hi,
Can UCCX 10 / CUIC provide historical reports that include email content?
Currently I can only see email subject within historical reports, but on supervisor real time you can see email content.
Our customer wants to be able to report historically on email content, as its used for reviews etc.
Thanks in advance.
Mike.

Hi
Having looked at the DB schema I see that only the to/from/subject fields are logged in the database. That's all the would be available to CUIC.
(http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/reference/guide/dbschema.pdf?mdfid=286265496)
That's not to say it's completely impossible - but it would be very complicated. You'd need to somehow extrac the content of the emails on the Exchange server into a database where it could be read in to CUIC. That could be very difficult, take up lots of space...
Aaron

UCCX 7.0.1SR5 to 8.0 upgrade while also adding LDAP integration for CUCM - what happens to agents and Historical Reporting data?

Current State:
•    I have a customer running CUCM 6.1 and UCCX 7.01SR5. Currently their CUCM is *NOT* LDAP integrated and using local accounts only. UCCX is AXL integrated to CUCM as usual and is pulling users from CUCM and using CUCM for login validation for CAD.
•    The local user accounts in CUCM currently match the naming format in active directory (John Smith in CUCM is jsmith and John Smith is jsmith in AD)
Goal:
•    Upgrade software versions and migrate to new hardware for UCCX
•    LDAP integrate the CUCM users
Desired Future State and Proposed Upgrade Method
Using the UCCX Pre Upgrade Tool (PUT), backup the current UCCX 7.01 server.
Then during a weekend maintenance window……
•    Upgrade the CUCM cluster from 6.1 to 8.0 in 2 step process
•    Integrate the CUCM cluster to corporate active directory (LDAP) - sync the same users that were present before, associate with physical phones, select the same ACD/UCCX line under the users settings as before
•    Then build UCCX 8.0 server on new hardware and stop at the initial setup stage
•    Restore the data from the UCCX PUT tool
•    Continue setup per documentation
At this point does UCCX see these agents as the same as they were before?
Is the historical reporting data the same with regards to agent John Smith (local CUCM user) from last week and agent John Smith (LDAP imported CUCM user) from this week ?
I have the feeling that UCCX will see the agents as different almost as if there is a unique identifier that's used in addition to the simple user name.
We can simplify this question along these lines
Starting at the beginning with CUCM 6.1 (local users) and UCCX 7.01. Let's say the customer decided to LDAP integrate the CUCM users and not upgrade any software.
If I follow the same steps with re-associating the users to devices and selecting the ACD/UCCX extension, what happens?
I would guess that UCCX would see all the users it knew about get deleted (making them inactive agents) and the see a whole group of new agents get created.
What would historical reporting show in this case? A set of old agents and a set of new agents treated differently?
Has anyone run into this before?
Is my goal possible while keeping the agent configuration and HR data as it was before?

I was doing some more research looking at the DB schema for UCCX 8.
Looking at the Resource table in UCCX, it looks like there is primary key that represents each user.
My question, is this key replicated from CUCM or created locally when the user is imported into UCCX?
How does UCCX determine if user account jsmith in CUCM, when it’s a local account, is different than user account jsmith in CUCM that is LDAP imported?
Would it be possible (with TAC's help most likely) to edit this field back to the previous values so that AQM and historical reporting would think the user accounts are the same?
Database table name: Resource
The Unified CCX system creates a new record in the Resource table when the Unified CCX system retrieves agent information from the Unified CM.
A Resource record contains information about the resource (agent). One such record exists for each active and inactive resource. When a resource is deleted, the old record is flagged as inactive; when a resource is updated, a new record is created and the old one is flagged as inactive.

Issue with CRS Historical report scheduler

Hello guys,
I have a customer with ipccx 5.02 .
THe customer could execute manual reports but the scheduler reports doesnt work.
I follow the IPCCX troubleshooting guide :
1.Stop and start scheduler service.
2. Connectivity is fine.
I dont receivce any error from CRS client , i need little help im new in IPCC world?
Any suggestions please?
Thanks,
Carlos

Hi Anubhati,
PC is logged during the time that scheduled is programming and also is not in sleep mode.
I have download the CiscoSch log from CRS Historical report and i found i issue with license :
INFORMATIONAL Jan 19 2011|17:00:45 Authenticate [email protected]@default user on Application Server 10.181.55.247
104 ERROR Jan 19 2011|17:00:45 Getting of total available license info failed
105 ERROR Jan 19 2011|17:00:45 Historical Reporting Licenses Available(=0); Report cannot be generated.
I have the following license :
UCCX enhanced
IVR ports 150
Enhanced seat 22
CCX Maximum agents 300.
I generated a report for see how many agents is logged in = 15 .
Regards,
Carlos

In IPCC express,last 4 month report i;m not getting in historical report. in report it shows blank.

Hi all,
we are using IPCC express 5.0 with high availability and call manager 6.0.
Now i;m facing an issue in historical reports.i'm not getting last 4 month reportin the historical report and the report is blank.
when i troubleshooted, i checked for filter in scheduler file, logs and i couldn;t find any issues in that.
i observed in datastore control center, agent, historical, repository status is stopped in publisher and replication status also stopped. i tried to start it but it stopped again.
as per customer information, also agent phones are communicating with standby server not with publisher for last 4 months.
so i'suspect it is database replication problem for long time that is why i;m getting the report also for these 4 months.
please find the attachment for your reference..
please anybody can help me in this..
thanks in advance..

Jneklason wrote:
~snip~
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.
I hate to tell you this, but you didn't write an email. You wrote a discussion post on the Verizon Wireless Community forum which is a public peer to peer forum. Unfortunately since you didn't mark your post as a question, the VZW reps that roam this community won't ever see your post. Before you re-post it, don't. Duplicate posts get removed from the community.
I see there were several missteps both by the reps and yourself in your post. First you should have insisted on returning the phone within the 14 day return policy period. Second which Samsung Galaxy mini model did you purchase? The S3 mini or the S4 mini? Did you do any research prior to deciding on this device. The reps at that time deflected the easiest course of action, by trying to get you to replace the phone under insurance instead of returning the phone. The Early Edge payment option requires the current phone on the line using the early Edge must be returned to Verizon Wireless. Did you once considered going to a third party site like Swappa to purchase a gently used device for your daughter?

Historical reports not matching supervisor desktop "Calls Presented" totals.

Have UCCX 9.X version of Supervisor Desktop. When viewing the “Agents – Team Summary” from within Supervisor Desktop the “Calls Presented” and “Calls Handed” totals seem to be cumulative from more than the past day. The Supervisor Desktop User’s guide states that the totals should be from 12:00 AM thru the current day. I’ve looked through Supervisor Desktop “Preferences” and could not find anything to change to give the past days totals only. When a supervisor runs a Historical Report for the day the totals are correct. When they’re in Supervisor Desktop the totals for each agent are hundreds more than what the Historical Report states. Is there a parameter I’m missing somewhere to allow Supervisor Desktop to give the current days totals only?
Thanks!

We started having this problem with some of the reps after migrating from the old CAD servers to new CAD servers. Since the new system didn’t have the updated RASCAL DB, I thought the reports have the stale data. I was under the impression that it gets cleared after a day(once CSD has a fresh data) but seems like that’s not the case. I didn’t get time to look into this further and have requested TAC to help me on this.
-Sunil

UCCX historical reporting

Hi,
I have one query regarding uccx reporting.
In uccx suppose any user is configured as UCCX agent and he is not login in CAD, if user gets call in his ACD extension, will that call detail
be availabe in uccx historical reporting.
Regards,
Dinesh Joshi

Hi.
This post belongs to the Contact Center session.
Anyway, what do you mean that the "user is not an available choice"? Does the user have an account in CUCM?
G.

Historical Reporting Contact Center Express - Errors

Hello
When i create the report on my contact center express for historical information of somes ACDs, i am watching the following:
Reject: Remote Timeout
Reject: Channels Busy
Reject: Trigger Failed
What these reasons code mean???
Thanks,
Alexis Munoz

Aaron,
Thank you I will try what you suggest.
Respectfully,
Deborah
Deborah A. Morgan
Mary Washington HealthCare
Information Systems Network Support Team
(540) 741-1048 voice
(540) 741-1072 fax
Email [email protected]
From: aaronharrison
To: Deborah Morgan
Date: 09/12/2011 05:18 PM
Subject: - Re: Contact Center Express 7 Historical
Reports Peak Time CSQ
Cisco Support Community
Re: Contact Center Express 7 Historical Reports Peak Time CSQ
created by aaronharrison in Contact Center - View the full discussion
Hi
The closest thing to what you are asking for that I've seen is the
'contact service queue activity by interval' report.
It produces normal CSQ stats (total, abandon etc) per interval (i.e. per
hour, 30 mins or 15 mins) through the day so you can see when your busy
times are.
Change the 'interval' to what you need on the detail tab before running
the report.
Regards
Aaron
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Reply to this message by going to Cisco Support Community
Start a new discussion in Contact Center at Cisco Support Community

UCCX 8.5(1)SU2 Agent E-mail Historical Reports

Hi All, Anyway to generate a report on UCCX Historical Reporting client for E-mails which have been "forwarded" or "Printed" by Agent? Only thing which supervisors can report are emails which have been deleted after a forward or print. but then again this is not accurate information for us. I hope CUIC in version 9.x will allow us to report on forwarded/printed emails. Thanks, Yavuz

Yavuz,
It doesnt look possible out of the box, customization might help.
About CUIC's capability of meeting the requirement, you might want to post your query at following portals
https://communities.cisco.com/community/partner/collaboration/contactcenter/atp?view=discussions
http://developer.cisco.com/web/ccr/forums
HTH
GP.
Pls rate helpful posts !!

Record is not displayed in Historical Reports-Activity with no Customer

Hi All,
We have an issue in Historical Reports for Activity.we are using Book of Business also.
Now the issue is under Activity History as subject area, when an activity doesn't have any Customer it should come as Unspecified in the report.
Like if it doesn't have account assosiated to it then it is shown as Unspecified in the report.
But for activity with no customer assosiated to it, it is not showing the entire record (Acitivity) in the report.
When the Customer field is removed from the displayed columns then we are able to see those activities in the report.
Note:
But when the Book of Business is not there previously, it was working fine
An response is appreciated.
Thanks & Regards,
Lemu
Edited by: Lemu on Dec 28, 2010 10:33 PM
Edited by: Lemu on Dec 28, 2010 10:34 PM

Hi,
Yes we have a workaround for this.
Since the Primary Customer is not exposed as an Activity filed.
Copy the value of the Primary Customer and display it in a filed of activity using workflows.
Then replace the customer filed with this filed.
Then u will get the activity without customer also cause the customer filed is a normal activity field.
Hope this helps.
Regards
Lemu

How to auto email a report

Hi buddies!
I hope someone would be able to solve my problem here.
I have create an online report using PSP.(PL/SQL server pages)
I have created 2 tables with 3 insert scripts which will extract the needed information into the table and the report will continue to read from that table.
Now, I need to somehow email this report, in any format, pdf, excel or so to a certain email address.
How should I do this?
I am absolutely new to PSP.
I hope someone could give me a lead.
Thank You very much.
Cheers!
Alagu

Can you show the scripts and reports screenshort, so we can have a clerarl idea.
madni

EMAIL WITH REPORT NOT WORKING

I have the Display version of this report working on line.
Now, I am trying to email the report to the individual requesting
the report. It is getting an error message on the second
<table> saying it contains invalid data. I am working with a
client on Coldfusion 5, so we are NOT using current software.
Can a report even be emailed?
If yes, how do I approach this. I could not find any
previously written problems on this, so it may not even be
possible. The report is much larger that below, but below includes
the error and did not see any reason to attach the entire report.
Thanks for any guidance.
<CFMAIL TO="#Session.SecurityEmailAddress#"
FROM="[email protected]"
SUBJECT="Request Chronology Report"
SERVER="10.130.1.76"
PORT="25"
TIMEOUT="30">
<table>
<tr>
<td width="50">
</td>
<td>
<img src="images/TITLE-AgencyReporting-400-40.gif"
width=500 height=45>
</td>
</tr>
</table>
<table width="600", bgcolor="#ffffff", cellpadding="0",
cellspacing="0", border="3">
<tr>
<td rowspan="3">
<center><img src="images/911logo-1000-1000.gif"
width=120 height=120></center>
</td>
<td colspan="3" height="30">
<cfoutput><center><h2>#Session.InquiryAgencyName#</h2></center></cfoutput>
</td>
</tr>
<tr>
<td colspan="3" height="30">
<center><img
src="images/title-ChronologyReport-400-40.gif" width=400
height=35></center>
</td>
</tr>
<tr>
<td width="*" height="60">
<cfoutput><center><h2>Event Number:
#Session.ChronologyNumber#</h2></center></cfoutput>
</td>
</tr>
</table>
<cfoutput query="GetChronologyList">
<cfset ExtractHdrYear = "#Left(getchronologylist.cdts,
4)#">
<cfset ExtractHdrMonth = "#Mid(getchronologyList.cdts, 5,
2)#">
<cfset ExtractHdrDay = "#Mid(getchronologyList.cdts, 7,
2)#">
<cfset HdrPrintDate =
"#ExtractHdrMonth#/#ExtractHdrDay#/#ExtractHdrYear#">
</cfoutput>
</CFMAIL>

Thats what I did for out mail reports its not super pretty
but.
The action on the form point to a page containing below code
THis page has the CFMAIl and the SQL INSERT on it.
<cfmail to="[email protected]"
from="[email protected]"
subject="New Event Added, #FORM.EventName#"
server="pop3.preventpollution.org"
cc="#MailTo#"
>
Event Name: #FORM.EventName#
StartDate: #FORM.StartDate#
End Date: #FORM.EndDate#
Description:
#FORM.EventDescription#
</cfmail>
<cflocation url="mailer.cfm">
</cfif>
Hope that Helps...
Tom

Email a Report to Customer in AR

Hi,
I have a requirement to send an email of report to the customer while i run the concurrent program. It is not an XML report. Please advise me to do.
Thanks in Advance,
Pradeep
Edited by: user11165897 on Dec 7, 2012 1:27 AM

Sachin,
First of all, you need to create a spool request (click on the print option when the report gives a output, remove the tick from "print immediately" option.....alternatively you can also ask your abaper to create a new option as "Create PDF"...now take the spool number by using T.Code: SP01
now go to T.code: SE38/SA38...enter program RSTXPDFT4..and execute/F8...enter that spool number..system will ask you the destination..you can save the file on your local PC by your own nomenclature (inbuilt written in the program) .
You can explain this process to your ABAPer, he will be able to write the relevant program
Customer email address table is ADR6, just cross check on this one.
I hope the information if of help to you
Regards,
N

CAD 8.0(2) SR2 email Historical report questions

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