CUIC reporting: handled calls greater than answered calls
Hello,
We met the following problem in Cisco Cuic reporting 8.5.4 for cisco UCCE 8.5.3.
We use only the stock reports. In call type historical all fields we met a strange situation for a simple inbound script:
- the numbers of handled calls is greater than the number of answered calls. This is vey unusual because any call
is first answered and only after that is handled or not by the agent. So the handled condition supose to be first answered.
Any ideas? What could be the cause for additional handled calls?
Also we have problems between the number of handled calls in Agent Team historical all fields and the number of handled calls
in Call type historical all fields. Should not be the same number in both reports ?
The definitions for answered, handled, offered are very simple and they lack essential info in describing the situations
they treat. The whole documentation for enterprise misses many times essential info and the only source of real
info is others knowledge and experience.
Any help is wellcome.
Best regards,
Marius
Answered is incremented when the Agent picks up the call (or received the activity, in the case of EIM).
Handled is incremented when the call (or EIM activity) completes.
Handled will be incremented regardless of whether the call is transferred/conferenced/consulted or not.
As others have mentioned, Answered and Handled counts can be incremented during different intervals depending on the length of the call. The only way I can think of where that would be the case here would be if your agents are handling EIM activities... They could have 5 open emails in their inbox at the end of the day - these 5 open emails would be considered Answered, but not Handled.
If this isn't from non-voice activities, then perhaps you have some system issue causing the problem.
-Jameson
Similar Messages
-
Best practice to handle contents greater than 1 TB
Hello All,
I am using Sharepoint 2010 and I need to know whats the best practice to handle contents greater than 1 TB
Specifics
1) Contents will be collection of images (Jpeg format) and collectively the sizes can go above 1 TB till 10 TB or more
2) Image will be uploaded to sharepoint though webservice
So any of below option suitable? if not, then any other option?
- Document Library
- Document Center
- Record Center
- Asset Library
- Picture Library
Thanks in advance ...Theres several aspects to this.
Large lists:
http://technet.microsoft.com/en-gb/library/cc262813%28v=office.14%29.aspx
A blog summarising large databases here:
http://blogs.msdn.com/b/pandrew/archive/2011/07/08/articles-about-scaling-sharepoint-to-large-content-database-capacity.aspx
Boundaries and limits:
http://technet.microsoft.com/en-us/library/cc262787%28v=office.14%29.aspx#ContentDB
If at all possible make your web service clever enough to split content over multiple site collections to allow you to have smaller individual databases.
It can be done but you need to do a lot of reading on this to do it well. You'll also need a good DBA team to maintain the environment. -
Iphone crashes after missed calls or not answered calls
Hi,
I have an iphone5, version 6.1.4 and when I don't answer a call, y always found my iphone freeze, crashed!.
You can see the information about the lost call in the screen, but the iphone doesn't work, you can only restart the iphone, but it's so irritating.
I have asked some friends about the behaivor about their iphones and all of them told me that they have the same problem, with iphone4S, IOS7, etc.
This problems starts since IOS 5 upgrade i think.
Please can you help me?
Regards
Hugo RosasDid you do any of the basic troubleshooting steps described in the User Guide?
Restart
Reset
Restore in iTunes using a backup
Restore as a new iPhone, without a backup -
Transferring data to a flat file with a length greater than 255 bytes??
Is there a way to do this? At the end of the month, my dataset will reach a length of anywhere between 271 and 335. Even though I have the transfer field setup with a length of 512, I am only getting 255 characters worth of data when I pull the flat file in from the server.
Has anyone discovered a way to handle this? I cannot break the record up into blocks of 255, the Transfer has to be able to handle something greater than a length of 255.
Many Thanks!
Tavares L. PhillipsOK - according to OSS note 626010:
Short text "TRANSFER f TO dataset" ignores LENGTH addition
Responsible SAP AG
Component BC-ABA-LA
Syntax, Compiler, Runtime
Long text
Symptom
In rare cases, the "TRANSFER f TO dataset" statement ignores the LENGTH
addition.
Other terms
DATASET, FILE
Reason and Prerequisites
This is caused by a kernel error.
Solution
The error is corrected for SAP_BASIS 6.20 using kernel patch 848.
Valid releases
Software Component Release
from to
SAP_BASIS SAP Basis component
610 - 620
It's an old note but...?
Rob -
More answered calls than offered calls in Webview report.
Hi all,
I encounterd a strange thing in Webview.
How can it be that in an half hour intervall there are more answered calls than offered. ( See attachment)
Thanks for your explanations :-)
Greetings ChrisThe additional call might have been offered in the previous half hour and might have been completed in the current half hour. Thus, there will always be a difference in the offered and answered calls.
In the attachment, the previous half hour period had 6 offered, however only 5 answered. The 6th call got completed in the duration from 10AM to 10.30AM, hence shown as completed task in the 10AM half hour report.
You can verify and confirm this by using database query on the t_Termination_Call_Detail. Check for the number of calls offered from 9.30 to 10AM and check the start time and end time of the calls, you will get a clear picture. -
A caller 01, 02 or equal to or greater than 20 contains an error meesage.
Error message during processing in BI
Diagnosis
An error occurred in BI while processing the data. The error is documented in an error message.
System Response
A caller 01, 02 or equal to or greater than 20 contains an error meesage.
Further analysis:
The error message(s) was (were) sent by:
Update
Update
Update
Procedure
Check the error message (pushbutton below the text).
Select the message in the message dialog box, and look at the long text for further information.
Follow the instructions in the message.
Hi Experts,
My master data load is getting failed often.
I have some special characters, space, caps, lower caps etcs in my data and thos it fails.
I tried including ALL_CAPITAL sometime and also ALL_CAPITAL_PLUS_HEX
I also crossed check at SE16 > RSALLOWEDCHAR everything seems to be fine but still i get this error.
Please help me to some solution.
ThanksYou can edit them in PSA for the moment and upload
ALL_CAPITAL - May not handle all the spl char
If the problem is very often I would suggest to check the blogs in forum on this topic
/people/sap.user72/blog/2006/07/08/invalid-characters-in-sap-bw-3x-myths-and-reality-part-1
/people/sap.user72/blog/2006/07/23/invalid-characters-in-sap-bw-3x-myths-and-reality-part-2
Edited by: Srinivas on Sep 14, 2010 12:39 PM -
UCCX 9.0(2) - CUIC Reports Call Abandoned calls inconsistencies
Hi,
We are finding that the there are inconsistencies in the abandons figures shown for a CSQ report for 'Contact Service Queue Activity Report' and the calls that are shown in the 'Abandoned Call Detail Activity Report'.
For example if I view a CSQ in 'Contact Service Queue Activity Report' I see that there are 18 calls abandon today with 9 dequeued. However I when run 'Abandoned Call Detail Activity Report', I can only see 4 calls showing for that CSQ. Before I got to TAC with this has anyone else seen this?Hello Saeed, Kiarash,
Page 212 on this document explains why.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/programmin...
Q.Why do the number of abandoned calls shown on the Abandoned Call Detail Activity Report and the number of calls shown on the Contact Service Queue Activity Report not match?
A.These values can differ because a Contact Queue Detail record may mark a call as dequeued while a Contact Call Detail record marks the call as abandoned. For example, consider the following workflow:
Start
Accept
Prompt
Select Resource
-Connect
-Queue
--Play Prompt (Prompt2)
--Dequeue
--Play Prompt (Prompt3)
End
If a call is abandoned during Prompt2 or Prompt3, the Contact Queue Detail record will mark the call as dequeued but not abandoned from any queue. The Contact Call Detail record will mark the call abandoned.
In this case, the Contact Service Queue Activity Report will show the call as dequeued from all CSQs for which the call was routed. The Abandoned Call Detail Activity Report will show the call as abandoned from all from all CSQs for which the call was routed.
Another reason is that the call gets aborted after being in the queue.
Such calls get marked as aborted in the Contact Call Detail record, and as dequeued (if it was dequeued before aborting)/abandoned in Contact Queue Detail record. In this case the CSQ reports will display more abandoned calls than the Abandoned Call Detail Activity Report.
Thank you,
Shadi -
CUIC report for the Call transferred.
Hello,
I am looking for CUIC report for the number of calls transfered by an agent. Below is the query that works fine in SQL, but i am unable to generate a CUIC report on this.
select AgentPeripheralNumber,count(*) from t_Termination_Call_Detail where
where DateTime between '02 Aug 2013 00:00' and '18 Sep 2013 23:59'
and
ICRCallKey in (select ICRCallKeyParent from t_Termination_Call_Detail
where DateTime between '02 Aug 2013 00:00' and '18 Sep 2013 23:59'
and CED='2345')
group by AgentPeripheralNumber
Regards,
SandeepTry querying "Termination_Call_Detail" instead of "t_Termination_Call_Detail".
Check out the CallDetailReport.xml report available here:
http://developer.cisco.com/web/ccr/documentation
That should be a good starting point for you.
-Jameson -
About JDBC CALL STORE PROCEDURE with out parameter is greater than 4000
Hi Guys,
I have a problem call store procedure with a large string.
as i know varchar2 can contain 32767 characters in pl/sql .
But when i used varchar2 as a out parameter in a store procedure, if the out parameter is greater than 4000 characters , it always give me error message as 'the buffer is too small'.
why it happened?
I read some article that says i need configure a property in data-source.xml , and jdbc 10g driver already solved this problem, but i used jdev 10.1.3.2 ,the driver should be fine.
How can i solve this problem?
Thanks in advance,
AppCatObject is Foundation, Execute Script
This is for a query, you can change to a stored procedure call. Pull the value back in the Java code then put into the process variable.
import javax.naming.InitialContext;
import javax.sql.DataSource;
import java.sql.*;
PreparedStatement stmt = null;
Connection conn = null;
ResultSet rs = null;
try {
InitialContext ctx = new InitialContext();
DataSource ds = (DataSource) ctx.lookup("java:IDP_DS");
conn = ds.getConnection();
stmt = conn.prepareStatement("select FUBAR from TB_PT_FUBAR where PROCESS_INSTANCE_ID=?");
stmt.setLong(1, patExecContext.getProcessDataLongValue("/process_data/@inputID"));
rs = stmt.executeQuery();
rs.next();
patExecContext.setProcessDataStringValue("/process_data/outData", rs.getString(1));
} finally {
try {
rs.close();
} catch (Exception rse) {}
try {
stmt.close();
} catch (Exception sse) {}
try {
conn.close();
} catch (Exception cse) {} -
I am handling logistics department in a company, i am handling more than 100 calls in a day. But my iPhone 4 have only 100 number call history. How to increase my call log size or kindly suggest a better app for storing 1 month call history..
Here's one:
https://itunes.apple.com/us/app/callog/id327883585?mt=8 -
How to use (greater than) in web services call
Hello, I am trying to query a set of assets where the external unique ID is greater than 400,000. My existing code looks like
qryIn.ListOfAsset(0).ExternalSystemId = ">'400000'"
However, using this will return any asset record starting with a 5 or above as far as I can tell, I assume b/c it is comparing string data due to the single quotes infering data of type text (string). Is it possible to use comparison operators with numeric data correctly?
I posed this question to support and received the below answer:
<?xml version="1.0" encoding="UTF-8" standalone="no"?> <soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <soap:Body> <AssetWS_AssetQueryPage_Input xmlns="urn:crmondemand/ws/asset/"> <ListOfAsset xmlns="urn:/crmondemand/xml/asset"> <Asset> <AssetId /> <PurchaseDate/> <OwnerAccountId /> <ExternalSystemId>> '400000'</ExternalSystemId> </Asset> </ListOfAsset> </AssetWS_AssetQueryPage_Input> </soap:Body> </soap:Envelope>
Basically, instructing me to use >. I'm doing coding in .NET visual studio and not using the XML as above. However, I did try the following:
qryIn.ListOfAsset(0).ExternalSystemId = ">'400000'" which returned an error in the compiler.
Any help would be appreciated. Thanks.Thanks for the reply. I would assume "external system id" is an integer, but, I will test on a custom field that I now is of type integer.
Could you take your same code and use a non-zero value for the operand? For example, could you try
objAccQryParam.ListOfAccount[0].CustomInteger0 = ">= '10'"; and let me know if that returns values that are greater than or equal to 10. Using a two digit number is important. Assuming you have data greater than 10.
Thanks! -
Ready to throw my iPhone in the bin - answering calls
Hi guys, can anybody help me with how to fix my problem? Basically, I cannot answer my phone properly half the time, because of the "Remind me" and "Respond with message" buttons.
When I take it out of my pocket, these buttons are accidentally activated because the screen rubs against my pocket. It's not rare - it's about half the time. The phone stops ringing and I have to dismiss the screen, its a nightmare. Worse, I have even on several occasions accidentally declined calls with a response, it is so embarrassing to call back and explain the reason is my iPhone. When the other caller uses Android, the laughter back is painful.
I thought that it's common sense and basic design, that when a touch-screen phone is locked, no simple buttons should become active in case they are accidentally pressed in pockets. Isn't this why you have slide to open/answer call/open camera etc?
After so many feedbacks, and so many updates to iOS, I am really annoyed this problem is not addressed.
Perhaps there is some setting or feature I am missing? I just want to remove these buttons or make them sliders. The best I have found at the moment is activate Touch ID or passcode and disable the "respond with message" button, but the problem remains with the "remind me" button??
I have submitted feedback to Apple so many times, to please add a setting to disable BOTH these buttons AND to make sure it works with people who don't want to use Touch ID or passcode. After so many feedbacks and so many iOS updates, I think maybe I am missing something and I am not using my iPhone properly as surely such an essential feature can't be this badly designed. Can anyone help me please?flim_flam81 wrote:
It's not odd at all. It's called the 'tip of the iceberg' effect.
No-one at the dinner table had reported it on Apple Support Communities either - not even myself ! This does not mean we have not met with this problem, or are liars or fantasists.
There are all kinds of bugs or issues or problems which so few people report. It does not make the problem any less real or popularly encountered or troublesome.
When there are problems that affect a large number of people it is reflected in the forums very quickly. For example:
You will note that it is 2 1/2 MILLION views and almost 13,000 posts. Before the thread was locked 3 years ago. This was an actual bug, and it affected less than 1% of iPhone users, but still got the response you see. And this was a time when there were less than 100 million iPhones in use. Now there are almost 600 million. So if yours was a problem for even a tiny minority you would see lots of posts about it.
You need to change the way you use the phone to avoid the problem. No point in getting a different phone, either, because all smartphones handle this the same way. -
Report data showing a date 1 day greater than selection formula end date
Hi All,
I have a report that contains the following selection:
date(dateadd("h",-{Calendar.EstUTCOffset}, {tbl.TimeStamp})) >= date(minimum({?Date})) and date(dateadd("h",-{Calendar.EstUTCOffset}, {tbl.TimeStamp})) <= date(maximum({?Date})) and dayofweek(dateadd("h",-{Calendar.EstUTCOffset}, {tbl.TimeStamp})) in {?DayOfWeek} and
time(dateadd("h",-{Calendar.EstUTCOffset}, {tbl.TimeStamp})) >= time({?Start Time}) and
time(dateadd("h",-{Calendar.EstUTCOffset}, {tbl.TimeStamp})) < time({?End Time})
When I view the report, if my date(maximum({?Date})) is 5/1/2011, the report shows data for 5/2/2011. I can't seem to figure out why my report is generating data for a date that is 1 day greater than my end date.
Any suggestions would be appreciated.
Thank you in advance,No need to send SQL as dates are not in WHERE clause.
It someting to do with the way crystal handles datetimes
If you want to see dates up to an including 6/2/2011 if its a date time crystal will create a where caluse
Datetimefield <= 6/3/2011 00:00:00
Looks like when this is converted to date its stayin as 6/3/2011
Sorry can't think of any solutions, also I live in UK so just about to leave, hopefully some one else may be able to offer a solution.
Ian -
Handle timeout exception in rfc call
Dear SAP Experts,
I have been searching for a while and could not find a satisfactory answer to my problem.
I use SAP - CRM and call other SAP and non-SAP systems via RFC.
I need to handle all exceptions, otherwise WEB UI displays a full page exception details, which is unacceptable on a production system.
I have the following piece of code:
CALL FUNCTION FUNCTION_NAME DESTINATION DEST
EXPORTING
S_IMPORT = INPUT_DATA
IMPORTING
S_EXPORT = OUTPUT_DATA
EXCEPTIONS
SYSTEM_FAILURE = 1 MESSAGE err_msg " catch system failure
COMMUNICATION_FAILURE = 2 MESSAGE err_msg " catch communication errors
OTHERS = 99. " catch everything else
It handles most of exceptions, however, it cannot process timeouts. Is there a way to handle timeout in ABAP RFC call? Is timeout exception uncatchable? If so is there a way around?
Can you please suggest some solution as I am running out of ideas.
Regards,
DominikI have found a solution. To approach this I use asynchronous function call.
TRY.
CALL FUNCTION ZZ_TEST_TIMEOUT' DESTINATION lv_dest STARTING NEW TASK 'TIMEOUT_TASK'
CALLING me->callback ON END OF TASK
EXCEPTIONS
SYSTEM_FAILURE = 1 MESSAGE err_msg " catch system failure
COMMUNICATION_FAILURE = 2 MESSAGE err_msg " catch communication errors
OTHERS = 99. " catch everything else
WAIT UNTIL READY EQ 'X' UP TO 55 SECONDS.
IF READY NE 'X'.
RAISE EXCEPTION TYPE CX_TIMEOUT.
ELSE.
WRITE / 'success'.
ENDIF.
CATCH CX_ROOT INTO OREF.
WRITE / 'TIMEOUT EXCEPTION'.
ENDTRY.
callback sets variable READY to abap_true when data is received.
The trick is to use UP TO 55 SECONDS. after wait, which is shorter than the server timeout. This terminates function call and gives opportunity to code your own timeout behavior. -
Discoverer Report run by the Pastoral Board called: Registered Lessees
Dear Friends,
There is a report run by the Pastoral Board called: Registered Lessees
DOL PN PLBU DATA ENTRY
DRDL Pastoral Station Information
Registered Lessees
This report lists the information containted within the Pastoral stations module.
The pastoral stations module is linked to our Customer creation module.
We are having an issue, whenever we create a new customer or amend one, the information is dropping of the Pastoral Stations module
Your help would be appreciated.
Thanks a lot in advance
Siva charanHi
The problem i sthat the function in the custom folder evaluated by the Oracle fisrt and after that are evaluated the functions which sets the global variables from the parameters.
So if you open the workbook nothing selected but the global variables has set and the next time you got the result with the previos parameters.
If you change the parameters it wouldn't change the result set only if you refresh it again without changing the parameters.
This is not a good solution for using parameters in custom folders. As I know there is no good solution for this problem yet.
Ott Karesz
http://www.trendo-kft.hu
Maybe you are looking for
-
Hi Friends, I have two pc with same configuration/OS/discoverer version . These two machines are on same network and accessing same database. On one pc report comes in 2 min. where as on other pc it takes more than 15 min. to execute. is there any di
-
Completely unable to use iTunes in Windows 7 ultimate 32-bit
hello, i have a grave situation here: i've installed iTunes on my laptop HP 6735b running under microsoft Windows 7 ultimate 32-bit after trying to use program nothing happens in reliability monitor i get "program stopped" next to iTunes and quicktim
-
Caller Display no longer working
I have had Caller Display since our exchange was updated to System X - must be 20 years (it used to be called CLI when I worked for BT) and it has always worked perfectly. A few weeks ago, it stopped working and seems to be beyond BT's capability to
-
HT4623 All new iSO6 applications did not install. How do I retrieve them.
All new iSO6 applications did not install. How do I retrieve them. (Exp.SIRI)
-
Reporting user variables to an LMS
Hi All I was wondering if Captivate 7 supports reporting custom user variables to an LMS? I have created some interactions without using the Quiz wizard Captivate provides. The scores related to these interactions are stored in varaibles. Is there an