CCX Historical Reports issue

Hi everyone,
Hope everything is going ok. I have an issue with the Cisco Historical Report Tool with UCCX 7.0 Premium version.When I opened the tool I only see 3 reports. I only see the Application Performance Analysis, Traffic Analysis or Detailed Call by Call CCDR reports. Ive checked permissions and everything but Im not able to see the rest of them. Yesterday, I was able to see them.
If you have any ideas PLEASE let me know
Thanks for your comments.
Fred

Hi
Firstly I'm assuming you've sanity checked that the server/client PC times are correct, user is entering sensible time/dates, and sensible filters?
Does this affect all reports?
I've seen this happen when replication fails; sometimes putting in the other server IP when you run HRC may turn up the results. Maybe try that?
Also go into Appadmin/System/Datastore Control Centre and report back the status of the replication - primarily the Historical datastore.
Aaron
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Excel formatting issue in Cisco Unified CCX Historical Reports

Hi Team,
We are using Cisco Call Manager 7.1.5.20000-6 & CCX version 7.0(1).
The data report pulled in PDF format is in perfectly alright but when i try to extract in Excel format it gets in destorted format.
The sub-titles dont get reflected, column width & line spacing is not proper.Kindly find the attached files of both the formats.
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Atul Kaul.

The "Cisco Unified CCX Historical Reports Scheduler" sits in my startup folder but seems like it doesn't "run" at startup. So I ran a "test":
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Cisco Unified CCX Historical Reports

Hello,
Issue: The time showing on the Historical Reports are not correct
Error message/issue description:
While comparing the recorded calls from QM Management Destop system to the reporting system the timings on the historical reports appear to be at least an hour behind. Can these be synced to show the same times
Thanks !!
Shridhar Reddy

Hi Shridhar,
The time zone displayed in the report is either UTC or local time zone, based on the TIMEZONE settings in hrcconfig.ini. You can also change the time zone for each report as shown in the procedure.
Note: When a report shows date and time information for an event or an activity in the report data, that date and time is based on the TIMEZONE configuration in hrcconfig.ini.
The Start and End time is also based on the TIMEZONE configuration in hrcconfig.ini.
The difference between the server time and the selected time zone is displayed within parentheses beside the Start and End time.
The report generated time displayed at the bottom of the report is the local time of the HR client machine.
To change the time zone for a particular report, follow these steps:
Procedure:
Step 1: In the Unified CCX Historical Reports main window, choose the report settings that you want.
Step 2: Choose the Settings menu.
Note: You notice the check mark beside the Use UTC Time Zone for Reports menu option. This depends on the configuration in hrcconfig.ini.
If UTC time zone (value 1) is configured, the check mark is displayed. If local time zone (value 0 - Default) is configured, the check mark is not displayed. For more details, refer The hrcConfig.ini Configuration File, page 2-13.
Step 3Click Use UTC Time Zone for Reports to select or unselect the option manually.
Please refer the section "The hrcConfig.ini Configuration File" from page 33 onwards in the below link,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf
TIMEZONE:
Specifies the time zone that will be displayed in the Unified CCX Historical reports. This value can be preset before you login to Unified CCX Historical Reports client.
You can also change this value from the Historical Reports client user interface.
Valid values: 0 and 1
Value 0 - Historical report will display the time zone of the client’s machine.
Value 1 - Historical Report will display the UTC - GMT time zone.
Default value: 0
Note:The time and date for data in scheduled reports is always the time and date of the Cisco Unified CCX Historical Reporting database which is the UTC time zone.
Please refer the section "Changing the Time Zone to be Displayed for a Report" from page 142 onwards in the below link to do so,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf
Hope it helps.
Anand
Please rate helpful posts !!

Verifying data coming from Cisco Unified CCX Historical Reports

Good afternoon
I (along with a number of other colleagues) are heavily involved in a project to take data from a wide variety of different sources and merge it all into one system so that we can report on it in a joined-up manner.
The project comprises a number of different types of data source (such as Telephony or CRM). Within each data source type, we have various suppliers of those products. In the case of telephony data (which I'm looking into at the moment), the eventual aim is to make it possible to take data from any of the telephony platforms in use across our business (currently AVAYA, Alcatel and Cisco) and report on it in a uniform way, thus negating the need for an end-user to know what the Cisco definition of AHT is (for example).
The switch I'm currently looking at is a managed switch, meaning that we don't have any sort of direct access to the back-end database(s). We could probably get it, but I suspect that the company that manages it for us would probably charge a small fortune for that. In view of this, I'm working with a number of the standard reports in the Cisco Unified CCX system. My plan (at the moment anyway) is to identify the reports that we can use that will best provide details of all calls into and out of our contact centres. I'd be looking to get the exact details of each individual call, which could then be rolled up into manageable intervals (such as 15-minute or 30-minute).
Before I go much further, I'd like to be clear on something: I'm a database developer rather than a telecoms engineer so if I ask something that appears to be obvious then I apologise in advance. I've got quite a bit of experience of working with the CTI system that sits on top of our AVAYA platform, but it's proving to be a bit of a wrench effectively "un-learning" that system so that I can make room in my head for the Cisco solution.
So, what I've learned (or have guessed) so far is this:
When I run the Application Performance Analysis report, the Application Names that are returned are effectively the Call Routes that are set up in the system. Each Call Route can be fed by one or more Called Number (which I understand to essentially be a DDI);
The Application Summary Analysis report shows the same Application Name information as is shown in the Application Performance Report. However this report also shows the Called Number, thus providing slightly more information about the individual DDI being answered;
My next plan is to try and run an Agent-level report so that I can see exactly which calls each agent handled. This is where I've run into problems: I ran the CSQ - Agent Summary report for the whole of 17th October. I then ran the Agent Detail report for the same period, and ran it out to CSV so that I could "play" with the data. The CSQ - Agent Summary Report shows that a particular agent on a particular CSQ Name (ID) handled a total of 29 calls. However, if I filter the Agent Detail report for that agent and CSQ, I get a total of 30 calls and for the life of me am unable to identify where the missing call is coming from. Initially I'd thought it might be bacause the CSQ in question has two separate DDIs but as far as I can see, this is making no difference.
I NEED to be 100% sure that when I'm importing the data from the Cisco reports into our system, I am then able to mimic the types of reports that are coming from Cisco, with the same figures. Therefore, if anyone can help me, I'll be extremely grateful.
TIA
Ian Henderson

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Not sure why it's not working...
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Cisco Unified CCX Historical Reports 8.5 - question

Hi all,
Have a question regarding UCCX Historical Reports. Ran daily reports for "Agent Not Ready Reason Code" report for a complete week and exported them to Excel. Excel shows a SUM for daily values that differs from what UCCX shows in Weekly report.
Although it is a slight difference, I would like to know why UCCX and Excel display different values. Would it be due the way UCCX handles decimal value?
Image below shows the sum for the complete week and every one of the daily values
This is what Excel displays as a sum for same daily values:
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The "Cisco Unified CCX Historical Reports Scheduler" sits in my startup folder but seems like it doesn't "run" at startup. So I ran a "test":
- Manually right-clicked the "Cisco Unified CCX Historical Reports Scheduler" icon in the startup folder and chose "Run as Administrator"
I didn't log off or reboot PC and the reports are running again. I checked the "properties" of the icon and I did make sure it was already set to "Run this program as an Administrator" under the "Compatibility" tab.
Not sure why it's not working...
Thank you for any help you can provide....

How to disable the Unified CCX Historical Reports Scheduler

Hello All,
I'm trying to see if there is a way to disable the Historical Reports Scheduler from Auto-Starting when I boot up the PC (*i.e. My user PC).
The PC is running Windows XP, and the CCX Historical Reports App is running version 8.0(2.13).
I checked for it in services.msc program and also in each user's "StartUp" folder but cannot find where it is getting started from. Anyone know how I can prevent this from Auto-Starting? I don't actually have any reports scheduled and I really on use the Unified CCX Historical Reports app once in a while...
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Hey Carlo, thanks for the reply.
Excellent, that did it! Thanks alot, very much appreciated... I couldn't remember the command to bring up that utility. I've been using Linux for the last few years for the most part and got a little rusty with some of the Windows stuff, so thanks!
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Customize Cisco Unified CCX historical report.

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Hi,
We are using UCCX 7.0. We want to Customize Cisco Unified CCX historical report. For example at Agent Login Logout Activity Report the first four (04) columns are Agent name, Extension, Login Time and Logout time. We want to change the Column order as follows. Login Time, Logout time, agent name and extension. Another thing, we want to add two more columns such as total ready time and total not ready time. So what will be the detailed procedure to accomplish these two tasks. Could anyone please help?
Regards
Fakhrul

This guide outlines how to do this:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/programming/guide/uccx70hradmdev.pdf

Cisco Unified CCX Historical Reports with Windows 8

Hello,
Our entreprise has changed this week our OS Windows XP to Windows 8.1.
But, when I install Cisco Unified CCX Historical Reports, I have a problem of compatibility, and I can’t install this software.
I can see that Cisco Unified CCX Historical Reports is end of life with Windows 8.
I would like know if another software able to do reports for our calling centers (numbers of calling receive, missed calls, etc.)?
Cisco Unified CCX Historical Reports actual vesion: 8.0(2.0)
Cisco CCX version 8.0.2
Call Manager version 7.1
Thanks,
Kévin L.

Do you mean like a third party solution? If so, there's many to choose from; just be sure to interview them and ask for a demo before you buy. I'm sure the SMSI folks will reply to this thread.
Anthony Holloway
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Historical report issue with CCX Custom Reason codes

Hi Evryone,
I have CCX version 8.5,
In Cisco Desktop Administrator ,I have configured custom Reason codes for agent logout & Agent not ready,
These code are working ok when agent is loging out or Not ready,
But in Historical reports I am not able to see these custom Reason code base reports
I can only see the reports for agent not ready/login logout with only global reason codes, but report didnt show the cutom reason code base report
Please help me to troubleshoot this issue.
Regards
Deepak

hi Deepak,
Did you do something else while creating new global reason codes?
I have global reason codes, but in the the Historical Reports "detail" tab don't show up any of them. Report only shows system-genereted reason codes.
BEst regards

CCX HISTORICAL REPORTS - CALLS WITHOUT DESTINATION

Please have a quick look to the report capture screen. I'm attaching (Agent Detail). There are some calls without called number, and duration 0. Do you know why these calls are reported?
Thanks!

Hi, I think I have seen this before.
Agent picks up the handset but does not dial anything (effectively making himself "busy").
G.

Connection issues of Historical Reports Client over a non-Cisco VPN/third party VPN

When trying to run the Cisco Unified CCX Historical Reports Client over a non-Cisco VPN, the user receives an error.
The major failure is the connection problem between Historical Reports Client and Cisco Unified CCX Server.
Error :
An error occurred while communicating with web server.
All available connections to database server are in use by other client machines. Please try again later and check the log file for error 5054.
This works fine when connected to through Cisco VPN .
Is the third party VPN/ customer's web based VPN blocking the connection between UCCX server and HRC machine ??
Thanks !!!
Shridhar Reddy

Hi Sridhar,
Also please try accessing the database port 1504 from your client box.
Reference:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/configuration/guide/uccx851pug.pdf
Hope it helps.
Anand
Pls rate helpful posts !!

Historical Reports UCCX 7.0

Hi,
When I run a query with CCX Historical Report, for example on the activity by CSQ, I see all the CSQ and the CSQ removed.
This problem also exists for the agents. I found all the device that have been deleted.
Is this normal ?
How to completely remove these elements ?
I encounter this problem with two UCCX 7.0.
Anyhow, any help would be appriciated.
Thanks
Romuald

Hi Romuald,
The only way to remove the CSQ's as you suggest is to remove the "appearance" in the filter list of the historical report generator. Then you will have to use the Filters when creating the report. The CSQ's are perminent in the database and removing them manually is not supported nor is it advised. But by changing the query in the reporting template you can remove the CSQ appearances in the historical reporting client. Note, this is done on the HRC Client machine, not on the Server...
I have done this before for application names. So for instance, the ICD_Application_Summary_en_us.xml file which is located under c:\program files\Cisco CCX Historical Reporting\Report Templates\en_US has a SELECT query that appears like the following:
SELECT distinct applicationname FROM db_cra.dbo.contactcalldetail where applicationname not in ('')
If I wanted to change the appearance of what is displayed in the filter list I would change this in the following way:
SELECT distinct applicationname FROM db_cra.dbo.contactcalldetail where applicationname not in ('') and applicationname not in ('Advertising_Acct_Main') and applicationname not in ('Advertising_Accounting_CustSVC')
So for your issue, to remove CSQ appearances you will likely have to do the same thing but in something like the ICD_Detailed_Call_CSQ_Agent_en_us.xml or if the reports you are running are using a different template you will need to edit those. In that file you will find the SQL select statement:
SELECT distinct csqname FROM db_cra.dbo.contactservicequeue
So you would need to change that to something like the following:
SELECT distinct csqname FROM db_cra.dbo.contactservicequeue where csqname not in ('') and csqname not in ('CSQ1') and csqname not in ('CSQ2')
In this way you will exclude the CSQ's from showing up in the filter list. Someone can run the reports and select all the CSQ's in the filter list and this should exclude the ones you do not want on the report.
Please let me know if you have any questions about this and if this has been helpful please rate the post.
Thanks
Mike

The time showing on Cisco Unified CCX Historical Reportsare not correct

Hello,
Issue: The time showing on the Historical Reports are not correct
Error message/issue description:
While comparing the recorded calls from QM Management Destop system to the reporting system the timings on the historical reports appear to be at least an hour behind. Can these be synced to show the same times
Thanks !!
Shridhar Reddy

Hi Shridhar,
The time zone displayed in the report is either UTC or local time zone, based on the TIMEZONE settings in hrcconfig.ini. You can also change the time zone for each report as shown in the procedure.
Note: When a report shows date and time information for an event or an activity in the report data, that date and time is based on the TIMEZONE configuration in hrcconfig.ini.
The Start and End time is also based on the TIMEZONE configuration in hrcconfig.ini.
The difference between the server time and the selected time zone is displayed within parentheses beside the Start and End time.
The report generated time displayed at the bottom of the report is the local time of the HR client machine.
To change the time zone for a particular report, follow these steps:
Procedure:
Step 1: In the Unified CCX Historical Reports main window, choose the report settings that you want.
Step 2: Choose the Settings menu.
Note: You notice the check mark beside the Use UTC Time Zone for Reports menu option. This depends on the configuration in hrcconfig.ini.
If UTC time zone (value 1) is configured, the check mark is displayed. If local time zone (value 0 - Default) is configured, the check mark is not displayed. For more details, refer The hrcConfig.ini Configuration File, page 2-13.
Step 3Click Use UTC Time Zone for Reports to select or unselect the option manually.
Please refer the section "The hrcConfig.ini Configuration File" from page 33 onwards in the below link,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf
Also please refer the below thread for changing time zone.
https://supportforums.cisco.com/thread/2145833?tstart=0
Hope it helps.
Anand
Pls rate helpful posts !!

Waiting time report in Historical Reports tool

Hi all,
I'm looking for a report over caller waiting time. I can't mange to find such report in the Cisco Unified CCX Historical Reports tool. What shoul I look for?
Best regards
Kristian

There are two different types of Abandonded calls that you will see in reports. The first is an Application abandon call. Eseentially this is a call that comes in to your application, does it's treatment but is ended without the caller being marked as handled. This could be due to say, a redirect out of the system or the caller terminating abruptly.
The second is a Contact Service Queue abandoned call. This is fairly straight forward, when a call enters the queue but terminates prior to being handled by an agent the call is marked abandoned.
Some things to watch out for:
I see this a lot, using the Call Redirect step without the Set Contact Info Step (marking the call as handled).
Having a voicemail opt out in queue, say someone is waiting in queue for 10 minutes and you give them the option to leave a voicemail then terminate the call.
Any time you manually terminate the caller, depending on circumstances and your script, you should mark the call as handled.
Lastly, you may want to catch on ContactInactiveException. Wherein you can do some logic to determine if you want to mark the call as handled or not.
HTH
Tanner

Historical Reports - Custom Report (sort of)

Working in Cisco Unified CCX Historical Reports. The 'Agent Call Summary' report gives me almost what I need. I need total number of outbound and total number of inboud calls by agent...by hour. If I run the report every hour that would be great, but unrealistic. Is there an easy way to run this report once a day and have it break out by hour intervals?
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Mel

Hi,
I am facing the same pbm.
you mentioned that "Avoid duplicate row aggregation" where did u do that.
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