Discrepancy on CSD team agent statistics

We are using cisco supervisor desktop (CSD) with UCCE and facing discrepancy in calls presented and calls handled for some agent not for all agent.
It shows calls presented on agent are less than calls handled by agent. ANy idea what can be reason of it.

Do you count OutboundCalls as well, I was looking into this document where it talks how outbound calls are counted in Calls Handled/ Calls Presented field.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_5/reference/guide/cad75tg.pdf
But however for you Calls presented is less than Call handled ? Is that sure ? If it is otherway Can you check the Outbound calls as well (Page 28
Configuring the Recording and Statistics Service)
Regards,
Senthil

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I have a UCCX 8.5 with the Gila-Wallboard running, the setup is perfect(after many hours) but the Agent Statistics is not displaying correctly. Sometimes it will show a logged in user but most times it doesn’t. enclosed is the wallboard.asp file. I am using the uccxhruser for the Informix login. Is this a user issue or ASP issue? I am looking into the wrong table on the db_cra?

Here is the whole .asp. The only part that isn't populating is the Agent specific stats. Queue stats are rolling. The agents I can see look like this:
Christina Smith
Logged Out
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<%
//******************************START AGENT STATS MODULE********************************//
// Module: Agent Stats //
// PURPOSE: Retrieves Agent Sumary stats & team names and formats them for display. //
sqlGetAgentstats = "SELECT x.resourceName, x.resourceType, t.eventType, t.reasonCode, x.resourceGroupID, x.datetime FROM (SELECT t1.resourceID, t1.resourceType, t1.resourceName, t1.resourceGroupID, MAX(t2.eventDateTime) AS datetime FROM Resource AS t1 INNER JOIN AgentStateDetail AS t2 ON t2.agentID = t1.resourceID and t1.dateInactive is null GROUP BY t1.resourceID, t1.resourceType, t1.resourceName, t1.resourceGroupID ) AS x INNER JOIN AgentStateDetail AS t ON t.agentID = x.resourceID AND t.eventDateTime = x.datetime WHERE x.resourceGroupID = '4' ORDER BY t.eventType, x.resourceName"
Set rs3 = server.createobject("adodb.recordset")
Set cm3 = Server.CreateObject("ADODB.Command")
 cm3.ActiveConnection = cn
 cm3.commandtext = sqlGetAgentstats
Set rs3 = cm3.execute
teamID = rs3("Partner Services")
Sub getTeamName (teamID)
sqlGetTeamName = "SELECT teamName from Team where teamID = "'& teamID &'"
Set rs4 = server.createobject("adodb.recordset")
Set cm4 = Server.CreateObject("ADODB.Command")
 cm4.ActiveConnection = cn
 cm4.commandtext = sqlGetTeamName
Set rs4 = cm4.execute
teamName = rs4("teamName")
rs4.close
End Sub
Sub getReasonCodeText (reasonCode)
Select Case reasonCode
'System Codes
Case 33
 strReasonCode = sysReasonCode33Text
Case 32755
 strReasonCode = sysReasonCode32755Text
Case 32757
 strReasonCode = sysReasonCode32757Text
Case 32758
 strReasonCode = sysReasonCode32758Text
Case 32759
 strReasonCode = sysReasonCode32759Text
Case 32760
 strReasonCode = sysReasonCode32760Text
Case 32761
 strReasonCode = sysReasonCode32761Text
Case 32762
 strReasonCode = sysReasonCode32762Text
Case 32763
 strReasonCode = sysReasonCode32763Text
Case 32766
 strReasonCode = sysReasonCode32766Text
'User Codes
Case udReasonCode1ID
 strReasonCode = udReasonCode1Text
Case udReasonCode2ID
 strReasonCode = udReasonCode2Text
Case udReasonCode3ID
 strReasonCode = udReasonCode3Text
Case udReasonCode4ID
 strReasonCode = udReasonCode4Text
Case udReasonCode5ID
 strReasonCode = udReasonCode5Text
Case udReasonCode6ID
 strReasonCode = udReasonCode6Text
Case udReasonCode7ID
 strReasonCode = udReasonCode7Text
'Catch all
Case Else
 strReasonCode = udReasonCodeUndefined
End Select
End Sub
Sub getAgentStatus (eventType)
Select Case eventType
Case 7
 Call getReasonCodeText(rs3("reasonCode"))
 strAgentStatus = strStatusCode7
 TextColor = TextColor_AgentStats_LoggedOut
Case 6
 strAgentStatus = strStatusCode6
 strReasonCode = udReasonCodeWorking
 TextColor = TextColor_AgentStats_Working
Case 5
 strAgentStatus = strStatusCode5
 strReasonCode = udReasonCodeTalking
 TextColor = TextColor_AgentStats_Talking
Case 4
 strAgentStatus = strStatusCode4
 strReasonCode = udReasonCodeReserved
 TextColor = TextColor_AgentStats_Reserved
Case 3
 strAgentStatus = strStatusCode3
 strReasonCode = udReasonCodeReady
 TextColor = TextColor_AgentStats_Ready
Case Else
 Call getReasonCodeText(rs3("reasonCode"))
 If rs3("reasonCode") = 32761 or rs3("reasonCode") = 32762 Then
 strAgentStatus = strStatusCode8
 TextColor = TextColor_AgentStats_NonACDCall
 Else
 strAgentStatus = strStatusCode2
 TextColor = TextColor_AgentStats_NotReady
 End If
End Select
End Sub
%>

<td width="65%">
<table width=100% cellpadding="0" table align="left">
<tr bgcolor="#E5E5E5">
 <td align="center">
 <a>'><%= TableColumnHeader_AgentStats_Column1 %></a>
 </td>
 <td align="center">
 <a>'><%= TableColumnHeader_AgentStats_Column2 %></a>
 </td>
 <td align="center">
 <a>'><%= TableColumnHeader_AgentStats_Column3 %></a>
 </td>
 <td align="center">
 <a>'><%= TableColumnHeader_AgentStats_Column4 %></a>
 </td>
</tr>
<tr>
 <td colspan=4>
 <hr colspan=4>
 </td>
</tr>
<%
While Not rs3.EOF
Call getAgentStatus (rs3("eventType"))
 Call CalculateStatusTime (rs3("datetime"))
 Call CheckAgentStatusBlinking
%>
<% If rs3("ResourceType") = 2 Then %>
<% If intAgentStatsMaxDays = 0 Then %>
<tr>
<td>' color='<%= TextColor %>'><%= rs3("resourceName") %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strAgentStatus %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strStatusDays & " days / " & strStatusHours & ":" & strStatusMinutes & ":" & strStatusSeconds %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strReasonCode %></td>
 </tr>
 <tr>
 <td colspan=4>
 <hr colspan=4>
 </td>
 </tr>
<% End If %>
<% If intAgentStatsMaxDays = 1 And intStatusDays < intAgentStatsMaxDays And intStatusHours < intAgentStatsMaxHours Then %>
 <tr>
<% If AgentStatusBlink = 1 And strAgentStatus = strStatusCode2 then %>
 <td><BLINK speed="1000">' color='<%= TextColor %>'><%= rs3("resourceName") %></BLINK></td>
 <td align='center'><BLINK speed="1000">' color='<%= TextColor %>'><%= strAgentStatus %></BLINK></td>
 <td align='center'><BLINK speed="1000">' color='<%= TextColor %>'><%= strStatusHours & ":" & strStatusMinutes & ":" & strStatusSeconds %></BLINK></td>
 <td align='center'><BLINK speed="1000">' color='<%= TextColor %>'><%= strReasonCode %></BLINK></td>
 <% Else %>
 <td>' color='<%= TextColor %>'><%= rs3("resourceName") %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strAgentStatus %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strStatusHours & ":" & strStatusMinutes & ":" & strStatusSeconds %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strReasonCode %></td>
<% End If %>
 </tr>
 <tr>
 <td colspan=4>
 <hr colspan=4>
 </td>
 </tr>
<% End If %>
<% If intAgentStatsMaxDays > 1 And intStatusDays < intAgentStatsMaxDays Then %>
 <tr>
 <td>' color='<%= TextColor %>'><%= rs3("resourceName") %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strAgentStatus %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strStatusDays & " days / " & strStatusHours & ":" & strStatusMinutes & ":" & strStatusSeconds %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strReasonCode %></td>
 </tr>
 <tr>
 <td colspan=4>
 <hr colspan=4>
 </td>
 </tr>
<% End If %>
<% Else %>
<% If intAgentStatsMaxDays = 0 Then %>
 <tr>
 <td>' color='<%= TextColor %>'><%= rs3("resourceName") %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strAgentStatus %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strStatusDays & " days / " & strStatusHours & ":" & strStatusMinutes & ":" & strStatusSeconds %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strReasonCode %></td>
 </tr>
 <tr>
 <td colspan=4>
 <hr colspan=4>
 </td>
 </tr>
<% End If %>
<% If intAgentStatsMaxDays = 1 And intStatusDays < intAgentStatsMaxDays And intStatusHours < intAgentStatsMaxHours Then %>
 <tr>
<% If AgentStatusBlink = 1 And strAgentStatus = strStatusCode2 then %>
 <td><BLINK speed="1000">' color='<%= TextColor %>'><%= rs3("resourceName") %></BLINK></td>
 <td align='center'><BLINK speed="1000">' color='<%= TextColor %>'><%= strAgentStatus %></BLINK></td>
 <td align='center'><BLINK speed="1000">' color='<%= TextColor %>'><%= strStatusHours & ":" & strStatusMinutes & ":" & strStatusSeconds %></BLINK></td>
 <td align='center'><BLINK speed="1000">' color='<%= TextColor %>'><%= strReasonCode %></BLINK></td>
 <% Else %>
 <td>' color='<%= TextColor %>'><%= rs3("resourceName") %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strAgentStatus %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strStatusHours & ":" & strStatusMinutes & ":" & strStatusSeconds %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strReasonCode %></td>
<% End If %>
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 <tr>
 <td colspan=4>
 <hr colspan=4>
 </td>
 </tr>
<% End If %>
<% If intAgentStatsMaxDays > 1 And intStatusDays < intAgentStatsMaxDays Then %>
 <tr>
 <td>' color='<%= TextColor %>'><%= rs3("resourceName") %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strAgentStatus %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strStatusDays & " days / " & strStatusHours & ":" & strStatusMinutes & ":" & strStatusSeconds %></td>
 <td align='center'>' color='<%= TextColor %>'><%= strReasonCode %></td>
 </tr>
 <tr>
 <td colspan=4>
 <hr colspan=4>
 </td>
 </tr>
<% End If %>
<% End If %>
<% rs3.MoveNext %>
<% Wend %>
</table>
</td>
</tr>
</table>
<%
rs3.close
//*******************************END AGENT STATS MODULE*********************************//
%>

Agent statistics and SQL server agent

We have CUCCX 5.02 and CUCM 6.1
When agents try to look their "Agent statistics report" in CAD there is no data. And status of this report is "Inactive". All other reports are active.
In CCX "control center" I see that "CRS SQL server Agent - this service is invalid" and "Cisco Desktop LDAP Monitor Service - this service is invalid".
We have problem only with Agent statistics report. Historical reporting - work fine.
What could be the reason?

Hi
Please see this tech note in order to restore the services that have failed:
http://www.ciscosystems.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00808278d8.shtml
Regards
Aaron
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Cisco Agent Desktop incorrect stats Agent Statistics Display

Hi,
I have a very strange problem with a cisco agent desktop user. The times/numbers as displayed in the Agent Statistics Display are incorrect. As you can see from image 1, the agent was presented with 14 calls. The total talking time is 7:22. However if you look at the actual times from image two, and add those numbers you will have a total of 54:42 minutes:seconds. Also the Max talking is incorrect since this filed should display the longest call which has a length of 14:22 min:sec. Also the ready times max/avg and so are incorrect. It's like it's displaying numbers from a different agent however the number of calls presented is correct. If i look at this specific user from the supervisor tool the numbers are correct, see image 3. (in this image a 15th call was placed) I have reinstalled the agent desktop software but this has not solved this problem. I've done some googling but can't seem to find anyone with the same issue and/or a way to troublshoot this. Anyone have a clue?
Image 1:
Image 2:
Image 3:

Hi Anand,
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Good day
Can anyone help for the below issues
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2) How can I create an ad-hoc distribution.
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The "At a Glance: Program Workflow and Team Roles" that you really can't miss even if you're blind as a bat soon as you log in the first time, it never occurred to them to click on that? Or are they too much of an idiot to figure out that "... Build your application for Distribution on development device ..." would involve being a DEVELOPER, as anyone as smart as your average piece of rust is appropriate for the DEVELOPER program?
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Will CSD shows Agent state as hold

Hi All,
Would like to know if Cisco supervisor desktop can shows agent state as hold?
Issue is that even if the Agent placed the customer on hold, Supervisor desktop will show the Agent in talking state, which will give wrong perception to supervisor
IPCC Version: 7.0(1)
CAD Version: 7.0
CSD version: 7.0
Thanks,
San

Hi San,
Within CSD, the hold times are joined together with the average talk (Avg Talking) time of an agent.
So the CSD display will not show when an agents has placed a call on hold
You can find this information in the following document on page 30.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/csd66ug-cm.pdf
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Agent Logs under agent names shows no information in CSD

I have 1 supervisor and that supervisor needs to see the agent logs under each individual agent name but for some reason there is nothing being reported there. If an agent takes a call or makes a call, inbound or outbound will appear under the agent name with data but logs just will not show anything. Is there a setting somewhere i'm missing?

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                   Hi
We are using UCCX version 8.5.1 Su4 .
We are facing issue as found that in the CSD the agent reappear and disappear.
I have collected few logggs from the supervisor debug and found that the Agent seems to be logged out , However on actuals the Agents are active and taking calls
I am attcahing the loggs for reference.
the CSD extn : 10502
Agent extn: 1050100000
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RC

Hi Rupam,
Problem
Multiple Agent.exe Instances Created Cause CAD Agent to Disappear
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Solution
The solution is to apply a fixed version of the Splkstd.dll file to       each of the CAD desktops as a workaround for this issue. There are two       solutions for this issue:
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On the workstation of the agent, choose C: > Program Files           > Cisco > Desktop > bin directory. Then complete these           steps:
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Reboot the agent             workstation.
Note: This is documented in the Cisco bug ID           CSCtd75811 (registered customers only)
Reference:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008035309f.shtml
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Anand
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Agent and Supervisor Desktop is in Partial service

Hi,
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Hari

Hey Jasper,
Please do the following and attach the log for my review.
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Disabled=All agent chat disabled.
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Got a problem that started yesterday. Running UCCX 7.0(1)sr5 and I've got this agent that comes and goes from the supervisors desktops. Cadence is about every 2 seconds she appears then disappears.
Any ideas?
Thanks in advance.

Hi Cbelcher,
Problem
Cisco Agent Desktop agent appears and disappears from the Cisco Supervisor Desktop.
Intermittently Agent begins to disappear and appear on the Supervisor Desktop under Team Agent state Report.
Solution
This problem is caused when multiple threads do not exit correctly under Agent desktop PC. When the CHAT communication on TCP Port 59000 and 59020 between Client and Server has been lost due to network interruption/outage. CAD is unable to recover from this and creates multiple Agent.exe instances.
Exit out affected Cisco Agent Desktop application and launch CAD again.
Reference:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008035309f.shtml
Hope it helps.
Anand
Please rate helpful posts by clicking on the stars below the right answer !!

Discrepancy on CSD team agent statistics

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