Login duration (total login) is incorrect in Agent Not Ready Detail

Question

Hi All,
We have deployed the PCCE 10, and CUIC 10, and downloaded Cisco reporting template CCE_AF_Historical template.
When we checked the report login duration show as some 0-2037:0-31:0-48 (not readable value is coming all agents).
Since we are using cisco default template we didnt change anything on the sql query. i here with attached the sql query 
what i have understood from this issue is , it is not valditating the Event valuein the following area
AgentLogOutDetails(ALODSkillTargetID, ALODLoginDateTime, TotalLoginTime, ALODEvent) AS
(Select aed.SkillTargetID,  
  aed.LoginDateTime, 
  TotalLoginTime = DATEDIFF(ss,LoginDateTime, DateTime),
  aed.Event
From AgentNotReadyDetails aed 
WHERE Event = 2),
SELECT SkillTargetID = ANRDU.SkillTargetID, 
  LoginDateTime = ANRDU.LoginDateTime,
    TotalLoginTime = CASE WHEN ALOD.ALODEvent = 2 THEN ALOD.TotalLoginTime ELSE DATEDIFF(ss,LoginDateTime, (CASE WHEN DATEDIFF(ss, :end_date, (Select NowTime From Controller_Time)) > 0 THEN :end_date ELSE (Select NowTime From Controller_Time) END)) END,
  TotalNotReadyTime = AgentNotReadyTotal.NotReadyTime,
  ReasonCode = ANRDU.ReasonCode, 
  textReasonCode = ISNULL(Reason_Code.ReasonText, ' ')+'['+convert(varchar, ANRDU.ReasonCode)+']', 
  ReasonCodeDuration = ANRDU.ReasonCodeDuration, 
  FullName = Person.LastName+', '+Person.FirstName, 
  perNotReady = CASE WHEN ISNULL(AgentNotReadyTotal.NotReadyTime,0) = 0 THEN 0*1.0 ELSE ISNULL(ANRDU.ReasonCodeDuration,0)*1.0/ISNULL(AgentNotReadyTotal.NotReadyTime,0) END,
  perLogon = ANRDU.ReasonCodeDuration*1.0/(CASE WHEN ALOD.ALODEvent = 2 THEN ALOD.TotalLoginTime ELSE DATEDIFF(ss,LoginDateTime, (Select NowTime From Controller_Time)) END),
  StartDate = CONVERT(DATETIME, :start_date), 
  EndDate = CONVERT(DATETIME, :end_date) 
FROM AgentNRDuration ANRDU 
LEFT JOIN Reason_Code ON ANRDU.ReasonCode=Reason_Code.ReasonCode
     LEFT JOIN  AgentLogOutDetails ALOD ON (ANRDU.SkillTargetID = ALOD.ALODSkillTargetID
AND ANRDU.LoginDateTime = ALOD.ALODLoginDateTime)
LEFT JOIN AgentNotReadyTotal ON ANRDU.SkillTargetID = AgentNotReadyTotal.SkillTargetID,
Person (nolock),
Agent (nolock),
Media_Routing_Domain
WHERE Agent.PersonID = Person.PersonID 
  AND Agent.SkillTargetID = ANRDU.SkillTargetID
  AND Media_Routing_Domain.MRDomainID = ANRDU.MRDomainID 
ORDER BY FullName, 
Media_Routing_Domain.EnterpriseName, 
LoginDateTime, 
textReasonCode
Does any come across this issue please guide us how to resolve it, since it is affecting the customer performance badly.
with Regards,
Manivannan

Answer 1

It sounds like the query is giving you a negative time value of about -85 days. I see a few ways this could happen:
The Agent logout events in AED (Event=2) are somehow getting DateTime values that are earlier than the login times
NowTime in table Controller_Time is earlier than the agent login times. (this seems more likely)
So, I suggest looking at the Agent_Event_Detail table on the AW/HDS to ensure that the DateTime values on Event=2 lines are later than the login times... and also check the NowTime in table Controller_Time to ensure it is correct.
Here's the NowTime query:
SELECT [NowTime]
      ,[TimeZone]
      ,[TimeZoneName]
FROM [Controller_Time]
And here's the appropriate query for AED (should return 0 results if DateTime/LoginDateTimes are correct):
SELECT [DateTime]
      ,[SkillTargetID]
      ,[MRDomainID]
      ,[TimeZone]
      ,[LoginDateTime]
      ,[Event]
      ,[RecoveryKey]
      ,[Duration]
      ,[ReasonCode]
      ,[DbDateTime]
FROM [Agent_Event_Detail]
WHERE Event=2 AND DateTime<LoginDateTime
-Jameson