UCCX Agent Report

Is there a way to find out how many agents are logged in at a given time throughout the day? The real time reporting tell us hwo many agents are logged in at the momment but Im looking for a history report.
UCCX 7.0(1) SR05 Build504

You can check this information out a couple ways, via the real-time reporting applet:
Appadmin --> Tools --> Real Time Reporting --> Overall Cisco Unified Contact Center Express Stats
Or via the showlicenseutilization.exe which should be in the bin folder.
Tanner Ezell
www.ctilogic.com

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UCCX Agent Reporting Issue

I've some questions after an agent report has been generated.
In the agent detail report, I found that a specific call handled by the agent has a call with Talk Time for more than 9 hours (Call Type : Inbound ACD, Transfer-in). However, the duration for the Call Start-Time and Call End Time are only 1 mins.
Why Call Start/Call End only shown 1 minutes for the call, but Talk time generated as 9 hours? Is there any issue on the nature of the call?
Thanks for your help.

Thanks alot Gabriel.
Now i am able to login Historical reports .
Regards ,
Shaijal

Not able to generate UCCX Historical Report of one agent

Dear All,
I am not able to generate the UCCX Historical report of the agent as the Historical reports of the agent is generating upto the Feburary 2013 but we are not able to view the Historical Report of March 2013 and onwards, the realtime reports are generating and the agent name is added to the Active Directory only once, help is required in this regard.
Best Regards,
Durraze Khan

Rajesh,
Put a breakpoint and try to debug the report step by step.
You will findout the reason very easily.
Whenever you have a select and are trying to append into an internal table, keep checking your internal table if it is been populated with the correct records.
This way, you will findout the cause and can correct is accordingly.
Thanks,
Suresh Ganti

UCCX Historical Reporting - Transferred Calls

Hi All,
I've hit a brick wall in a UCCX script I'm currently working on. My client has requested stats on where agents are transferring calls. It's an operator-type position and it's fairly important to the client that she be able to guage the call volume to particular extensions.
I've gone through the majority of the standard report templates in UCCX Historical Reporting but haven't found anything suitable. I did notice that the "Agent Call Summary" report states the number of transferred called by a particular agent but not the extension the call were transferred to.
Any advice would be greatly appreciated!
As always, thanks in advance.

What you want is essentially a custom cradle to grave report. I'm sure there are reporting packages that can do this but they are quite spendy.
You basically want to tie a UCCX session to the CDR records from the CUCM; if you are familiar with SQL that shouldn't be too much of a challenge. The trick is automating it.

UCCX historical reporting

Hi,
I have one query regarding uccx reporting.
In uccx suppose any user is configured as UCCX agent and he is not login in CAD, if user gets call in his ACD extension, will that call detail
be availabe in uccx historical reporting.
Regards,
Dinesh Joshi

Hi.
This post belongs to the Contact Center session.
Anyway, what do you mean that the "user is not an available choice"? Does the user have an account in CUCM?
G.

UCCX Historical Report Chart Time Units

I'm running a UCCX historical report that charts each agent's logged in time in seconds. I'd like to make the report's chart as easy to read as possible. Is it possible to change that X-axis unit from seconds to hours instead?
Thanks!

You'd have to modify the Crystal Reports file (.rpt) to do logic to change it. Otherwise, no, not that I am aware of.

Interesting Client Concern: UCCX Agent Tricks

I had a client ask us to compile a list of tricks UCCX agents use to get around meeting job requirements. Other than not transferring calls to post-call surveys I couldn't think of any. So does anyone know of things agents can do with UCCX that may be considered tricks/work-arounds to "beat the system"?
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Brian

Hi,
well, Tanner has a point, it must be solved processwise.
The company I used to work for had a customer with a large UCCE contact center and they asked for a report that would show this kind of suspicious activity. UCCE has actually a way to mark these calls, unfortunately, as far as I know, there is no such thing in UCCX. The rule was simple: you can be caught only once doing that.
G.

SMS_AD_SECURITY_GROUP_DISCOVERY_AGENT - Active Directory Security Group Discovery Agent reported warnings for 524 object(s). DDRs were generated for 0 object(s) that had warning(s) while reading non-critical properties.

Hi, can anyone help me troubleshoot the following please:
Active Directory Security Group Discovery Agent reported warnings for 524 object(s). DDRs were generated for 0 object(s) that had warning(s) while reading non-critical properties. DDRs were not generated for 524 object(s) that had warnings while reading
critical properties.
Possible cause: OU name or Security Group name may contain at least a Unicode character which has conversion problem between Unicode and your system ANSI locale(e.g. Korean characters in English System Locale). The site server might not have access to
some properties of this object. The container specified might not have the properties available.
Solution: Please verify the Active Directory schema for properties that are not replicated or locked. Refer to the discovery logs for more information.
Does the error relate to 524 security groups? There are several invalid search paths listed in adsgdis.log, are these related?
Thanks,
Dale

You'll have to examine the log to determine exactly which objects its referring to. Although this is in the context of group discovery, group discovery still creates DDRs for computer objects within those groups so it could be either groups or computers.
This is not a search path issue though as it's clear that the discovery process found 524 different objects, but as stated, it could not properly read criticial properties of those objects and thus did not create DDRs for them.
As mentioned, reading the log in detail will list the objects individually and the reason it could not create a DDR for it.
Jason | http://blog.configmgrftw.com

UCCX Historical Reporting Automated Install

Does anyone have any pointers on how to automate the install for UCCX Historical Reports? 7.01(504)

Hi Lisa
1) That report shows the hour period that had the most incoming calls to the whole system. That means all CSQs... what report are you comparing it to? That report may be for a single CSQ that is busy in the afternoon, where the total for the system is higher in the morning.
2) No, there is not. You would need a custom report to produce this if it is important.
Regards
Aaron HarrisonPrincipal Engineer at Logicalis UK
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UCCX Historical Reports client on my pc with two clusters 7x and 9x

I have two separate clusters, a 7x running UCCX 7x and we are building a new 9.1 cluster running UCCX 9x.
Can I install the new 9x UCCX Historical Reporting Client and talk to both clusters? I don’t think both old and new HRC clients can be installed on same pc, or can they?

Why would you use HRC with version 9.X? Is CUIC not an option?

Can't move UCCX agent to another extension

I have a UCCX 7 system integrated with UCM 7.1.3. I'm trying to move a UCCX agent from one extension to another extension. Both of the phones are associated with the RM application user, and with the agent's end user entry. I originally had the agent configured for extension 3606 and they were able to log into Cisco Agent Desktop. I changed the IPCC extension value in their end user entry to extension 3607, and then had the agent try to log in at that station. CAD gave the error that the extension was not associated with their userid.
Do I need to restart some service to get this change to take effect?
Thanks for any help,
Robert Luechtefeld

try to restart cisco ldap synic service from windows services
good luck
if helpful Rate

UCCX Agent Desktop v.7 taking over Windows active session when phone rings

I'm trying to figure out how (if possible) for the Cisco UCCX Agent Desktop application from taking over a users Windows session every time the phone rings. This is very annoying and takes the end user out of what ever application they are currently in whenever their phone rings. Does anyone know how to change this?

Hi Eric,
Maybe this is better
Miscellaneous tab options.
Option Description
Window Behavior Specify how you want the Agent Desktop window to
behave:
• Normal. The window appears when calls are
present and minimizes when idle.
• Keep Open. The window is always visible, but may
be hidden by other open applications.
• Always on Top. The window is always visible and on
top of other open applications.
• Stealth. The window appears as an icon in the
system tray.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_0/user/guide/cda700ug.pdf
Cheers!
Rob

NAC Agent reporting never shows a failure

I seem to only get reports for successful agent logins under Device MGMT>Clean Access>Clean Access Agent>Reports. Am I missing a setting somewhere? Even though I have had many failures (testing, etc) I never see a failed report. Any ideas?

Hello,
Could you please confirm what error message you are getting on the NAC agent (if using the NAC agent for posture validation)? The NAC agent will display the standard stuff such as 'temporary access', etc. The message displayed is based upon which requirement is failing, for example a standard AV installation check/rule.
Also, for this failing client, do you see a passed report or no report at all? Well, for the agents that ultimately pass posture assessment (even if a particular check/rule fails) we see a passed report. If the agent never gains access, IE never gets out of 'Temporary Access' we don't see any report. I am hoping that when a Agent fails posture assessment we will see a failed report. IE, we need a way for the service desk to be able to monitor failed sessions proactively, and with the minimal external alerts available (no email, etc) these failed reports would be key.
If we can't see no report at all, there may be something that breaks before that. I have pages and pages of successful reports, but not a single failed report.
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Start > Program Files > Cisco > Client Utilities > Cisco Log Packager I don't see this installed on any of the machines with an agent? Please adivse where I can download it. Thanks.

UCCX Agent ready state softkey

I was under the understanding that UCCX agents could also sign into the ready state through they're assigned phones ? So far in my reading of documents and such I have yet to see any bit of information for setting up agents without CAD. In many of our situations we would like the agents just to be able to sign into the phone adding them to the rotation for incoming calls.
Does anyone know if this is possible and if so is there a reference in some document outlining it ?
Thank you.

Are you looking to log in agents without using the agent desktop? Check out IPPA (IP Phone Agent). This is a IP Phone service that you assign to the agent phone in call manager.
Set up the agent as normal, then add this service to the phone in call manager:
http://x.x.x.x:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp
where x.x.x.x is the ip of your UCCX server.
See page 128 of this doc... http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/installation/guide/cad85ccxig-cm.pdf
Brian
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Nac appliance - clean access agent report

Hi,
I have been searching a lot, and I don't find any good explanation about how the clean access agent report works. I experienced that not all agent activity will be reported. Sometimes it showed up report about the "passed" and "failed" agent, but not at another time. Would someone give me explanation about when the agent will show up reports and it will not ? or did it show bugs ?
Thanks in advance.

Hi,
does anybody experience this ? or Everything is going fine on your NAC ? I am using NAC 4.1.3.1.
Thanks.

UCCX Agent Report

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