Historical reporting...reports are different?

I'm looking at 2 reports for a 24 hour period trying to figure out the total amount of calls handled by the system. The reports are:
Contact Service Queue Activity Report and Traffic Analysis.
CSQ Activity Report shows the number of calls handled, abandoned, and dequeued. Traffic analysis just shows 1 bar with total calls.
Even if I add up all the calls from the activity report, it doesn't match the number on the traffic analysis. What's up with this?
For example - Yesterday I had roughly 1475 calls including about 50 abandoned calls from the activity report. The traffic analysis shows 1741 calls.
Any ideas?

Hello,
Although there exists some bugs regarding Historical Reporting discrepancies, I've found that most of the times the differences are caused just because the different reports show different information.
For example, the differences between Traffic Analysis Contact Service Queue Activity Report might be because of this:
The Contact Service Queue Activity Report includes abandoned ICD calls. (This report counts an ICD call as abandoned if the caller hangs up while queued for a CSQ or CSQs). The IVR Application Performance Analysis Report includes abandoned ICD calls and abandoned IVR calls. (This report counts a call as abandoned if the call ends before it is answered by an agent or before it is marked as handled by a workflow.)
Another example are the the differences between Traffic Analysis and Called Number Summary Report:
The Traffic Analysis Report will show any new call received into the UCCX system. For example an inbound call from the PSTN will increase the TA report. This new call will also increase the Called Number Summary Report. However, let's say the agent transfers the call to another agent or back to the CSQ. This will add a second call to the Called Number Summary Report but will not increase the TA report.
I'm not sure if this will explain the difference on your case or all cases, but I've seen it's the one that confuse most people.
Please check this FAQ which explains each report and that description might give you an idea if the reports really show a discrepancy or they just show different information:
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/hist_rep/hradvch4.pdf
HTH. If you really think it could be a bug it would be better to open a TAC case.
Pablo

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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
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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
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Current State:
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Using the UCCX Pre Upgrade Tool (PUT), backup the current UCCX 7.01 server.
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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 ?
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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?
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I was doing some more research looking at the DB schema for UCCX 8.
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Database table name: Resource
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Historical Report - Missing data

Hello,
We have a problem with Historical Report, for some reason we cannot generate report "Agent State Summary by Agent" on particular date (other report have no problem on that particular date). While generating the report, we get the error message "A runtime error occurred while executing the query. Please check log for more detail.".
HRC log:
1: 12/8/2010 3:33:59 PM %CHC-LOG_SUBFAC-3-UNK:The following SQL Command failed due to ()SQL Command=[call sp_agent_state_interval ('2010-11-08 17:00:00', '2010-11-09 16:59:59', 0, 0, 'NULL', 'NULL', 'NULL', 'NULL' )]
2: 12/8/2010 3:33:59 PM %CHC-LOG_SUBFAC-3-UNK:TraceDBError #1:(ADO Error# -2147467259|Description E21000: (-284) A subquery has returned not exactly one row.|Source Ifxoledbc|SQLState |NativeError -284)
3: 12/8/2010 3:33:59 PM %CHC-LOG_SUBFAC-3-UNK:Database Error | A runtime error occurred while executing the query. Please check log for more details
4: 12/8/2010 3:34:04 PM %CHC-LOG_SUBFAC-3-UNK:Failed to run Interpreted SQL Command(call sp_agent_state_interval ('2010-11-08 17:00:00', '2010-11-09 16:59:59', 0, 0, 'NULL', 'NULL', 'NULL', 'NULL' ))
We are on CUCM 8 and UCCX 8.0(2). Does anyone experience this issue? Any idea what cause the issue? Any solution?
Thank you,
sovannary

To fix this kind of issue we need to check if replication between two server is good or not .
1)Command :- utils uccx dbreplication status (run this command on both the server's
2) If replication is good then check the status of historical datastore from control center
3)if all the services are good then check which report is failing .I mean if agent report is failing then
run below command to check if that table if fine
admin:run uccx sql db_cra select count(*) from agentstatedetail
you can query different tables depending on reports .
you will get ISAM error in executing sql query then reboot the server . If it does not resolved the problem then open TAC case . we need to drop the table and create it again .
If Row's on both server's are not matching then we might need to repair the database.
Command :- utils uccx dbreplication repair db_cra
Note:- Please contact TAC before executing these commands.
I hope this will help you .
Regards
Ravi

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.
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I encounter this problem with two UCCX 7.0.
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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:
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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
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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

Historical Reporting Client Login Failure - UCCX 7.0(1)

We're experiencing intermittent login failures with the Historical Reporting Client, extract from the log file below:
1: 28/04/2010 11:58:25 %CHC-LOG_SUBFAC-3-UNK: Error # 35761 ,Description= Request timed out ,LastDllError= 0
2: 28/04/2010 11:58:25 %CHC-LOG_SUBFAC-3-UNK:Authentication response was NOT received from (http://<ip address>/histRepWebSrvrComp/histRepClientsServlet)
3: 28/04/2010 11:58:25 %CHC-LOG_SUBFAC-3-UNK:Login Error | Invalid server name or IP address. Check the server name or IP address and login again.
4: 28/04/2010 11:58:30 %CHC-LOG_SUBFAC-3-UNK:Authentication response was NOT received from (http://ip address/histRepWebSrvrComp/histRepClientsServlet)
5: 28/04/2010 11:58:30 %CHC-LOG_SUBFAC-3-UNK:Login Error | Invalid server name or IP address. Check the server name or IP address and login again.
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7: 28/04/2010 11:59:05 %CHC-LOG_SUBFAC-3-UNK:Connection to web server failed due to: 12017 : Operation cancelled
8: 28/04/2010 11:59:05 %CHC-LOG_SUBFAC-3-UNK:Failed to load authentication response due to empty XML buffer from authentication servlet)
9: 28/04/2010 11:59:05 %CHC-LOG_SUBFAC-3-UNK:Login Error | Invalid server name or IP address. Check the server name or IP address and login again.
Does anyone know why this may be happening as it's driving the customer mad. User can usually login after a few attempts.
The authentication timeout is set to 15 seconds, surely this is more than enough time or should we increase the timer?
Any advice much appreciated.

Hi Robert
Thanks for the response and all very good suggestions which should help Chris narrow down his particular issue.
It's been about a year since we last looked at this so I'd quite forgotten most of the diagnostics we'd done however we did go through most of the same diagnostics ourselves but the resolution was hampered due to the fact we support the telephony/WAN and another third party supports the desktops and LAN infrastructure so after months of to and fro with the customer and their third party (and many, many man hours) we eventually left the risk with the customer and investigations never progressed any further.
1.) Upgrade to UCCX 7.0SR5. This is a very stable release of code with few open bugs or caveats against it.
            - Agreed. We also ran into other bugs which required an upgrade.
2.) Verify that the active NIC is indeed at the top of the bindings order. Just having it active isn't enough, there needs to be the further test of moving to the top of the bindings order.
            - We did check this.
3.) Verify that the hosts file on the UCCX server(s) has the external IP and hostname of the server in it.
            - Did this too.
4.) Check the remote locations to verify that the network is correctly configured, there are no line errors on the WAN circuits, no misconfiguration on the switch/router ports and that QOS is in place across the network.
            - This part of the investigation stalled due to another 3rd party supporting the onsite network however no WAN issues were found.
5.) Try to take a test system that is on the same network as the one having HRC errors. See if it's seeing the issues. If not, progressively move out to other offices/locations until you replicate the issue and then see what has changed. Something there should hopefully point to the cause of the error.
            - We did this also, using my laptop I connected from various locations and even when using the same network connection as the end user had no problems, we did note the successful connection attempts used a slightly different network route/DNS/WINS however again got nowhere with the third party supporting this aspect of the network.
6.) Finally, you may want to consider creating external data warehouse servers so that your UCCX servers aren't serving up the HRC data.
            - Not an option for this customer, again this aspect of the service is a different third party on their own network and customer not willing to pay for additional servers for the telephony estate to provide this functionality when they only have a few CCX users.
Regards
June

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

Cisco Historical reports Data Mismatches

dear all
i need to ask you about cisco Historical reports, i am using UCCX 8.6 and CUCM 8.6
i am collecting data of calls presented handled and Abundant from these three reports:
ccdr Call detail
csq detail
call abandont detail
from all these reports data is different and difference is around 1000 calls of all month, abundant presented and handle all three are showing data mismatched,
Second question is which report i should use to get data of: presented calls, handled calls abundant calls and per agent abundant calls, please suggest
please help me to resolve this issue

Kindly read the following for better understanding of their relationship
a) UCCX Reporting Guide - Data reconciliation between reports
b) UCCX Report Developer Guide - Interpret Database Records
Thanks!
-JT-

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

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....

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:
Thanks so much for the help you can provide

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....

Historical reporting...reports are different?

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