CAD agent detail real-time display

UCCE with CAD:
When agents show their statistics in the CAD window, and select Agent Detail Real-Time Display - the Avg Talking field is showing the same number for ALL agents. For example, each agent shows a value of 2:26 for Avg Talking. It would seem to me that this field should be specific to each individual agent, and not an average of all agents in the skill group. The Cisco CAD User Manual shows Avg Talking to be "The total time on calls (all talk time + all hold time) divided by the number of calls"
The other fields, i.e. calls presented, calls handled, etc, are specific to the individual agent and show different values as I would expect.
Am I mis-reading the documentation (which is entirely possible)? Has anyone else seen this?
Thanks,
Robb

Hi Robb,
Found my old TAC Case. It was for an upgrade from 7.2.5 to 7.5.6 so you might be hitting a similar issue. This is the email of the escalation from Cisco to Calabrio for the issue I had if it helps when you talk to TAC:
Problem Description:
Detailed Description
Upgraded ICM from 7.2.5 to 7.5.8 (CAD 7.5.6), after upgrade, CAD realtime
display report "Agent ACD State Log Display" start time shows a start time of 00:00:03
against every state change
Business Impact
medium:Could not see the Agent login time correctly
Troubleshooting Performed
Similar case:
http://wwwin-tools.cisco.com/casekwery/getServiceRequest.do?id=613948701#not
e48
However, the fix is
actually to go into the LDAP utility and do a hack to a certain key
within the database. Unfortunately the previous case doesn't tell which
key to edit and what to change it to. I'm presuming it had something to
do with the time zone from a mention earlier on within that case, but
not sure.
No bugs found related to the issue.
Specific Assistance Required
Need assistance to fix the issue with ACD State Log Display
Cheers,
Nathan

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Agent real time display not ready time is inaccurate

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The Eastern managers are looking closely at these numbers now and one of the agents questioned the report in CAD today and brought this to a manager's attention. It is more than an hour off which is a big difference.
It was comparing the state duration for not ready from the ACD State Log Display (for example the 5 seconds at 10:15:04 in screen shot 1) to the total not ready time from the Agent Real Time Display Displays report (3:48:59 in screen shot 2). The total individual state durations of unavailable time from report #1 does not equal report #2 and I would think it should. If not explain why?
From CAD client > Real Time Displays > Agent ACD State Log Display. If you add up all the Not Ready times and compare with webview, it matches. No problem here.
From CAD client > Real Time Displays > Agent Detail Display (this doesnt match up with webview report or the total Not Ready times in Agent ACD State Log Display).
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1. How exactly the not ready state time is calculated
OR
2. Where to find the information on how this is deteremined.
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Hello,
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Just a note for anyone who might face similar issue, the recommendation is to first check the version of CAD/CSD running on the client PC (as Anuj suggest) and also comparing the user ID with the UCCX resource page. Be aware that user ID is case sensitive. Check the inactive agent list in the resource page. Delete the user id if you see it there. Then go to Desktop Administrator to resync the directory servcies.
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CAD agent wrap up time Settings!!

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Regarding PSA real time scenarios and things

Hai
I knew abour PSA therotically . But i want in detail real time scenarios concering about PSA . Like , if data laoding is failed then how to look at PSA and after identifying how to update to corresponding datatarget like this ......
So please tell in detail some real time scenarios about PSA and also send some documents or weblogd or old forums to [email protected] now
I ll assign the points for thanks
bye
mohammed

hi chakri, go through this.
1.The Persistent Staging Area (PSA) is the inbound storage area for data from the source systems in the SAP Business Information Warehouse. The requested data is saved, unchanged from the source system. Request data is stored in the transfer structure format in transparent, relational database tables in the Business Information Warehouse. The data format remains unchanged, meaning that no summarization or transformations take place, as is the case with Info Cubes.
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4. Four types of updates a) psa and data targets parallel b)psa and data targets serially c) only psa with subsequent updates to data targets d) only data targets
5.Since the data is stored in transparent tables in database we can edit the data in psa using ABAP routines using PSA-APIs.
6. u can delete the requests from the PSA for the incorrect data provided that the concerned request data is not populated into data targets.
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https://www.sdn.sap.com/irj/servlet/prt/portal/prtroot/docs/library/uuid/968dab90-0201-0010-c093-9d2a326969f1
Re: Reporting on PSA
Reporting on PSA
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11.PSA deletion:
Re: PSA Deletion
12. PSA data in EP:
Re: urgent: PSA Data in EP?
13.Deleting PSA data source:
To delete the export data source
Just go to RSA6 and find the your datasource in the node 'DM', click once (highlight it) and there is a delete icon on the standard icon bar, click on that you should be able to delete the datasource.
Delete PSA datasource
14.Debug load inpsa:
Re: How to Debug a Load into PSA
to load data manually from psa to the data targets.
1. go to rsal .ie administrator work bench
2. under modelling tab choose psa option
3.select your application component
4. choose ur info soruce and expand the tree to see the requests
5. double click on the psa icon
6. a new screen will appear which asks for the no of records to enter give the number and press enter u can see the data in the psa
7. to update psa data manually go to the context menu of that request and select the optio "update date immeditatley" it will be loaded to the data target/
cheers
ravi
dont forget to assign points that is the way of saying thanks in sdn

CAD Real Time Stats show NA for agent state and call log

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I have rebooted the server and have also checked the services page and confirmed
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I went through the admin guide to see if I missed any configuration but does not appear so.
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CUIC Agent Real-time reporting reason code

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The way I got round this was creating thresholds - eg 1 = Lunch 2 = meeting etc.
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How can I display a .csv file as a real time waveform using labview

Hi folks.
As stated, Im looking to display a .CSV file (obtained via RS-232, example; 100,101,102,102,102,103...) as a waveform in real-time. What is the best way to approach this? Im thinking LabVIEW. I have version 7.1 but am not really experienced in using it. I'll give anything a go though. Also, I have Visual Studio 2005, so I was thinking VB???
Thanks in advance!
Simon.
Message Edited by simonious on 10-26-2007 04:13 AM

Have a look at this VI.
Add a convert string to number function behind it.
André
Message Edited by andre.buurman@carya on 10-26-2007 01:08 PM
Regards,
André
Using whatever version of LV the customer requires. (LV5.1-LV2012) (www.carya.nl)
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convert csvars 2 array of vars.vi ‏16 KB

How to count occurences of a certain string in incoming real-time data? Also displaying RTC data. Current VI included

I use LabView student Express 7 on a Windows XP system.
Time-frame: we are doing final integrations for our balloon experiment today. We just got told that the press wants to view real-time data, which we haven't programmed for. I need help to get a working VI at the latest by 25.02.2004 before 0800(morning) (GMT+1).
Note on license
It is a student balloon flight, and the data will not be used in scientific work, so the I am not breaking any license agreements (I hope).
Problem synopsis:
The balloon continually transmits data at 9600baud. The data is a semi-repeating header followed by a constant lenght data-package arranged like this:
BEXUS[h][m][s]BEXUS[h][m][s]
[Raw binary data, 7channels*8sub-channels*8bits]
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Since my time is so limited (I'm not even supposed to do the groundstation software but they called on me in the last minute because no-one else had time/wanted too/could do it) I hope that you could make an exception and provide me with working VI's (based on the one I have attached) so that I can show something to the press! (Free comercial for NI!! Since the student version shows the National Instruments water-mark on all VI's!!! Possible TV time!!)
Thanks!
PS: even if you are to late (after 25) post anyway!
Why:
-I can learn from it
-the launch might be delayed due to weather conditions
-others might find it amusing!
Thanks again!
Attachments:
BexusII_groundstation.vi ‏46 KB

I have a valid example data file attached to this thread.
If you open BEXTEST.bin in a hex-editor of your choice, you'll see the BEXUS as 42 45 58 55 53 and then the time as 00 28 09 etc.
I couldn't get Joe Guo's VI to work. It doesn't count packages correctly, and the time is not displayed correctly either.
The file was saved using a straight save to file VI.
The data is from actual launching area tests performed a few mintues ago. The time displayed is "On time" e.g. how long the gondola has been powered up.
I have a spare T-junction, so I can hook into the balloon real-time data as we fly, in case anyone care to see if they can figure out why the latest version of Joe Guo's program is not displaying correctly.
I will monitor this
thread during and after flight to see if anyone can make it in time!
Thanks for the great effort!!
Attachments:
bextest.bin ‏53 KB

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Hey tomas.micovcin,
I'm slightly confused by your question so i'd like to try and clarify a few things.
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Hope this will help.
Regards,
Sam

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