UCCX reporting

Hi Guys,
We have a small UCCX setup in our company which consists of around 8 agents. We are facing a peculiar issue, every morning all our agents login into the Agent desktop software, at this point of time we have a separate display where it shows the realtime report from UCCX regarding the agent name ready or not ready state, call presented, handeled etc. Now what is happening is only one agent when he/she logs in the call presented automatically shows as 1 even through no call has come while others will be 0. Please let me know if anyone faced a similar issue or is there any way we can troubleshoot it. Thnx in advance
Regards
Krishna

Hi Udupi Krishna,
Please see if the call is stuck in UCCX, you can check it in Real Time Reporting tool. You can also clear this call if its stuck using RTR.
You can also try restarting the UCCX (maintainance hours) to get rid of this stuck call.
Hope this helps.
Anand
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  • UCCX Reports Discrepancy.

    Hi,
    I have a problem in UCCX reports there are report which i have generated are as follows.
    In both the reports calls volumes are having very much in CSQ agent summary 15 call and in details csq is more then 200 calls.
    please let me know if anyone can help out ?.
    1) CSQ Agent Summary.
    AJM-ARA-SER(137)
    Khadija Mahmood
    11662
    16
    0:01:13
    0:19:34
    0:00:18
    0:04:48
    0:02:44
    12
    0:00:25
    0:05:03
    28
    ALA-ARA-SER(346)
    Khadija Mahmood
    11662
    32
    0:01:19
    0:42:20
    0:00:16
    0:08:56
    0:06:17
    16
    0:00:23
    0:06:14
    118
    ALA-ENG-SER(581)
    Khadija Mahmood
    11662
    2
    0:00:56
    0:01:52
    0:00:12
    0:00:25
    0:00:27
    1
    0:00:12
    0:00:12
    2
    ALQ-ENG-SER(687)
    Khadija Mahmood
    11662
    1
    0:03:19
    0:03:19
    0:00:20
    0:00:20
    0:00:11
    0
    0:00:00
    7
    FUJ-ARA-SER(618)
    Khadija Mahmood
    11662
    12
    0:01:05
    0:13:10
    0:00:17
    0:03:29
    0:01:37
    4
    0:00:23
    0:01:32
    16
    GAR-ARA-SER(413)
    Khadija Mahmood
    11662
    106
    0:01:53
    03:21:01
    0:00:18
    0:31:48
    0:11:37
    46
    0:00:24
    0:18:28
    43
    GAR-ENG-SER(277)
    Khadija Mahmood
    11662
    48
    0:01:45
    01:24:19
    0:00:18
    0:14:40
    0:04:52
    19
    0:00:23
    0:07:21
    15
    MUS-ARA-SER(3)
    Khadija Mahmood
    11662
    33
    0:02:32
    01:24:02
    0:00:17
    0:09:25
    0:04:39
    9
    0:00:44
    0:06:37
    139
    MUS-ENG-SER(361)
    Khadija Mahmood
    11662
    4
    0:02:37
    0:10:31
    0:00:17
    0:01:09
    0:00:25
    0
    0:00:00
    12
    QAB-ARA-SER(356)
    Khadija Mahmood
    11662
    8
    0:02:05
    0:16:47
    0:00:12
    0:01:36
    0:01:11
    3
    0:00:15
    0:00:47
    31
    QAB-ENG-SER(641)
    Khadija Mahmood
    11662
    2
    0:02:45
    0:05:31
    0:00:20
    0:00:40
    0:00:29
    2
    0:00:46
    0:01:32
    13
    RAK-ARA-SER(690)
    Khadija Mahmood
    11662
    14
    0:01:24
    0:19:43
    0:00:17
    0:04:01
    0:01:45
    5
    0:00:24
    0:02:02
    50
    RAK-ENG-SER(108)
    Khadija Mahmood
    11662
    1
    0:00:55
    0:00:55
    0:00:20
    0:00:20
    0:00:04
    1
    0:00:38
    0:00:38
    1
    SZR-ARA-SER(76)
    Khadija Mahmood
    11662
    15
    0:02:30
    0:37:35
    0:00:17
    0:04:18
    0:02:31
    7
    0:00:31
    0:03:37
    52
    SZR-ENG-SER(474)
    Khadija Mahmood
    11662
    4
    0:01:48
    0:07:13
    0:00:20
    0:01:20
    0:00:39
    1
    0:00:07
    0:00:07
    45
    2) Details CSQ agent
    9000122
    90003005
    AJM-ARA-SER
    0:00:26
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    14/03/2013 12:43:59
    4.AJM
    9000117
    90003005
    AJM-ARA-SER
    0:00:03
    Khadija Mahmood
    0:00:03
    0:00:00
    0:00:00
    04/03/2013 15:58:06
    4.AJM
    9000117
    90003005
    AJM-ARA-SER
    0:01:03
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    06/03/2013 16:43:43
    4.AJM
    9000118
    90003005
    AJM-ARA-SER
    0:02:20
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    06/03/2013 16:53:18
    4.AJM
    9000119
    90003005
    AJM-ARA-SER*
    0:02:46
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    09/03/2013 10:18:34
    4.AJM
    9000119
    90003005
    AJM-ARA-SER*
    0:02:46
    Khadija Mahmood
    0:00:14
    0:00:28
    0:00:18
    09/03/2013 10:18:34
    4.AJM
    9000117
    90003005
    AJM-ARA-SER*
    0:00:15
    Khadija Mahmood
    0:00:15
    0:00:52
    0:00:07
    11/03/2013 12:32:14
    4.AJM
    9000122
    90003005
    AJM-ARA-SER*
    0:01:23
    Khadija Mahmood
    0:00:03
    0:01:02
    0:00:20
    11/03/2013 13:33:38
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:01:08
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 16:46:03
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:01:08
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 16:46:03
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:01:08
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 16:46:03
    4.AJM
    9000118
    90003005
    AJM-ARA-SER*
    0:00:22
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    14/03/2013 12:39:42
    4.AJM
    9000122
    90003005
    AJM-ARA-SER*
    0:02:13
    Khadija Mahmood
    0:00:08
    0:01:15
    0:00:14
    16/03/2013 10:21:30
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:03:21
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:06:41
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:03:21
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:06:41
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:03:21
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:06:41
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:03:21
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:06:41
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:03:21
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:06:41
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:03:21
    Khadija Mahmood
    0:00:09
    0:02:40
    0:00:09
    16/03/2013 12:06:41
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:03:21
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:06:41
    4.AJM
    9000121
    90003005
    AJM-ARA-SER*
    0:00:19
    Khadija Mahmood
    0:00:19
    0:02:57
    0:00:20
    16/03/2013 16:14:19
    4.AJM
    9000121
    90003005
    AJM-ARA-SER*
    0:00:30
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 16:58:32
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:01:10
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 16:59:27
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:01:10
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 16:59:27
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:01:10
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 16:59:27
    4.AJM
    9000119
    90003005
    AJM-ARA-SER*
    0:00:30
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    02/03/2013 07:59:44
    4.AJM
    9000121
    90003005
    AJM-ARA-SER*
    0:00:28
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    02/03/2013 12:18:05
    4.AJM
    9000121
    90003005
    AJM-ARA-SER*
    0:00:28
    Khadija Mahmood
    0:00:07
    0:00:30
    0:00:20
    02/03/2013 12:18:05
    4.AJM
    9000119
    90003005
    AJM-ARA-SER*
    0:03:00
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    02/03/2013 13:27:03
    4.AJM
    9000119
    90003005
    AJM-ARA-SER*
    0:03:00
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    02/03/2013 13:27:03
    4.AJM
    9000117
    90003005
    AJM-ARA-SER*
    0:00:18
    Khadija Mahmood
    0:00:18
    0:01:11
    0:00:20
    02/03/2013 15:32:18
    4.AJM
    9000121
    90003005
    AJM-ARA-SER*
    0:01:22
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    02/03/2013 16:36:18
    4.AJM
    9000121
    90003005
    AJM-ARA-SER*
    0:01:22
    Khadija Mahmood
    0:00:09
    0:00:34
    0:00:20
    02/03/2013 16:36:18
    4.AJM
    9000121
    90003005
    AJM-ARA-SER*
    0:01:22
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    02/03/2013 16:36:18
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:00:25
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 09:04:34
    4.AJM
    9000120
    90003005
    AJM-ARA-SER*
    0:00:25
    Khadija Mahmood
    0:00:03
    0:01:24
    0:00:20
    03/03/2013 09:04:34
    4.AJM
    9000122
    90003005
    AJM-ARA-SER*
    0:00:06
    Khadija Mahmood
    0:00:06
    0:00:43
    0:00:20
    03/03/2013 10:15:55
    4.AJM
    9000122
    90003005
    AJM-ARA-SER*
    0:00:15
    Khadija Mahmood
    0:00:15
    0:01:23
    0:00:20
    04/03/2013 11:33:50
    4.AJM
    9000121
    90003005
    AJM-ARA-SER*
    0:00:15
    Khadija Mahmood
    0:00:15
    0:02:11
    0:00:20
    04/03/2013 11:42:21
    4.AJM
    9000121
    90003005
    AJM-ARA-SER*
    0:00:26
    Khadija Mahmood
    0:00:05
    0:01:05
    0:00:20
    04/03/2013 12:28:37
    4.AJM
    9000121
    90003005
    AJM-ARA-SER*
    0:00:26
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    04/03/2013 12:28:37
    4.AJM
    9000119
    90003005
    AJM-ARA-SER*
    0:00:13
    Khadija Mahmood
    0:00:13
    0:00:26
    0:00:20
    04/03/2013 15:54:37
    4.AJM
    9000122
    90003005
    AJM-ARA-SER*
    0:00:54
    Khadija Mahmood
    0:00:05
    0:00:53
    0:00:20
    05/03/2013 10:54:32
    4.AJM
    9000117
    90003005
    AJM-ARA-SER*
    0:00:22
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    05/03/2013 17:08:34
    4.AJM
    9000117
    90003005
    AJM-ENG-SER*
    0:00:29
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    10/03/2013 09:20:43
    4.AJM
    9000121
    90003005
    AJM-PARTS*
    0:00:31
    Khadija Mahmood
    0:00:00
    0:00:14
    0:00:20
    12/03/2013 15:41:13
    4.AJM
    9000183
    90003013
    ALA-ARA-SER
    0:00:11
    Khadija Mahmood
    0:00:04
    0:00:00
    0:00:00
    13/03/2013 12:48:04
    12.ALA
    9000183
    90003013
    ALA-ARA-SER
    0:00:31
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 09:13:49
    12.ALA
    9000183
    90003013
    ALA-ARA-SER
    0:00:31
    Khadija Mahmood
    0:00:10
    0:00:00
    0:00:00
    16/03/2013 09:13:49
    12.ALA
    9000186
    90003013
    ALA-ARA-SER
    0:02:20
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:16:02
    12.ALA
    9000185
    90003013
    ALA-ARA-SER
    0:04:54
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:51:16
    12.ALA
    9000185
    90003013
    ALA-ARA-SER
    0:04:54
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:51:16
    12.ALA
    9000185
    90003013
    ALA-ARA-SER
    0:04:54
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:51:16
    12.ALA
    9000185
    90003013
    ALA-ARA-SER
    0:04:54
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:51:16
    12.ALA
    9000185
    90003013
    ALA-ARA-SER
    0:04:54
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:51:16
    12.ALA
    9000185
    90003013
    ALA-ARA-SER
    0:04:54
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:51:16
    12.ALA
    9000185
    90003013
    ALA-ARA-SER
    0:04:54
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:51:16
    12.ALA
    9000185
    90003013
    ALA-ARA-SER
    0:04:54
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:51:16
    12.ALA
    9000185
    90003013
    ALA-ARA-SER
    0:04:54
    Khadija Mahmood
    0:00:09
    0:00:00
    0:00:00
    16/03/2013 12:51:16
    12.ALA
    9000184
    90003013
    ALA-ARA-SER
    0:02:42
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:49:22
    12.ALA
    9000184
    90003013
    ALA-ARA-SER
    0:02:42
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:49:22
    12.ALA
    9000184
    90003013
    ALA-ARA-SER
    0:02:42
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:49:22
    12.ALA
    9000184
    90003013
    ALA-ARA-SER
    0:02:42
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 12:49:22
    12.ALA
    9000186
    90003013
    ALA-ARA-SER
    0:02:10
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 12:50:43
    12.ALA
    9000186
    90003013
    ALA-ARA-SER
    0:02:10
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 12:50:43
    12.ALA
    9000186
    90003013
    ALA-ARA-SER
    0:02:10
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 12:50:43
    12.ALA
    9000186
    90003013
    ALA-ARA-SER
    0:02:10
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 12:50:43
    12.ALA
    9000183
    90003013
    ALA-ARA-SER
    0:03:30
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    04/03/2013 13:08:22
    12.ALA
    9000183
    90003013
    ALA-ARA-SER
    0:03:30
    Khadija Mahmood
    0:00:05
    0:00:00
    0:00:00
    04/03/2013 13:08:22
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:02:10
    Khadija Mahmood
    0:00:11
    0:01:36
    0:00:09
    09/03/2013 09:49:04
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:02:10
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    09/03/2013 09:49:04
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:02:10
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    09/03/2013 09:49:04
    12.ALA
    9000187
    90003013
    ALA-ARA-SER*
    0:00:48
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    09/03/2013 10:06:47
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:01:39
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    09/03/2013 10:10:57
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:01:39
    Khadija Mahmood
    0:00:05
    0:00:35
    0:00:11
    09/03/2013 10:10:57
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:07:39
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    09/03/2013 10:51:36
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:07:39
    Khadija Mahmood
    0:00:03
    0:00:46
    0:00:06
    09/03/2013 10:51:36
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:03:38
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    09/03/2013 12:08:13
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:03:38
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    09/03/2013 12:08:13
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:03:38
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    09/03/2013 12:08:13
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:03:38
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    09/03/2013 12:08:13
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:03:38
    Khadija Mahmood
    0:00:05
    0:00:00
    0:00:00
    09/03/2013 12:08:13
    12.ALA
    9000187
    90003013
    ALA-ARA-SER*
    0:00:24
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    09/03/2013 16:01:41
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:00:36
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    09/03/2013 16:30:43
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:00:12
    Khadija Mahmood
    0:00:12
    0:01:09
    0:00:20
    09/03/2013 16:32:31
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:00:28
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    10/03/2013 08:31:50
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:00:24
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    10/03/2013 12:50:02
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:00:24
    Khadija Mahmood
    0:00:02
    0:00:07
    0:00:20
    10/03/2013 12:50:02
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:05:43
    Khadija Mahmood
    0:00:12
    0:00:50
    0:00:18
    10/03/2013 13:00:37
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:01:48
    Khadija Mahmood
    0:00:15
    0:01:26
    0:00:20
    11/03/2013 12:03:15
    12.ALA
    9000187
    90003013
    ALA-ARA-SER*
    0:01:28
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 12:17:59
    12.ALA
    9000187
    90003013
    ALA-ARA-SER*
    0:01:28
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 12:17:59
    12.ALA
    9000187
    90003013
    ALA-ARA-SER*
    0:01:28
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 12:17:59
    12.ALA
    9000187
    90003013
    ALA-ARA-SER*
    0:01:28
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 12:17:59
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:03:30
    Khadija Mahmood
    0:00:12
    0:00:57
    0:00:20
    11/03/2013 12:49:47
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:01:40
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 13:22:22
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:01:40
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 13:22:22
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:01:40
    Khadija Mahmood
    0:00:11
    0:00:50
    0:00:07
    11/03/2013 13:22:22
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:03:11
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 15:14:17
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:03:11
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 15:14:17
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:03:11
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 15:14:17
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:03:11
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 15:14:17
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:03:11
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 15:14:17
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:03:11
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 15:14:17
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:03:11
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 15:14:17
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:03:11
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 15:14:17
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:00:18
    Khadija Mahmood
    0:00:18
    0:01:17
    0:00:20
    11/03/2013 15:14:31
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:01:27
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 15:17:57
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:01:27
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 15:17:57
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:01:27
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 15:17:57
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:01:27
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    11/03/2013 15:17:57
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:01:25
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    12/03/2013 11:48:28
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:01:25
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    12/03/2013 11:48:28
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:01:25
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    12/03/2013 11:48:28
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:01:25
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    12/03/2013 11:48:28
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:01:23
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    12/03/2013 13:21:44
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:01:23
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    12/03/2013 13:21:44
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:01:23
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    12/03/2013 13:21:44
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:01:23
    Khadija Mahmood
    0:00:18
    0:01:53
    0:00:20
    12/03/2013 13:21:44
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:00:33
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    12/03/2013 14:59:32
    12.ALA
    9000187
    90003013
    ALA-ARA-SER*
    0:00:25
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    13/03/2013 07:52:03
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:01:02
    Khadija Mahmood
    0:00:18
    0:01:17
    0:00:11
    13/03/2013 10:20:09
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:00:28
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    13/03/2013 10:30:54
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:00:31
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    13/03/2013 12:33:43
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:00:17
    Khadija Mahmood
    0:00:17
    0:03:59
    0:00:20
    13/03/2013 15:27:31
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:01:50
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    13/03/2013 16:29:42
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:01:50
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    13/03/2013 16:29:42
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:01:50
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    13/03/2013 16:29:42
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:01:50
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    13/03/2013 16:29:42
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:01:50
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    13/03/2013 16:29:42
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:01:19
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    14/03/2013 09:19:32
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:01:19
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    14/03/2013 09:19:32
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:00:18
    Khadija Mahmood
    0:00:17
    0:00:44
    0:00:20
    14/03/2013 09:39:05
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:02:58
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    14/03/2013 11:35:24
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:02:58
    Khadija Mahmood
    0:00:06
    0:01:12
    0:00:17
    14/03/2013 11:35:24
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:00:31
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    14/03/2013 12:40:23
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:00:31
    Khadija Mahmood
    0:00:10
    0:00:56
    0:00:13
    14/03/2013 12:40:23
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:00:23
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 08:16:18
    12.ALA
    9000187
    90003013
    ALA-ARA-SER*
    0:00:25
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 08:51:00
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:00:44
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 08:53:08
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:00:30
    Khadija Mahmood
    0:00:19
    0:03:12
    0:00:07
    16/03/2013 11:23:58
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:00:23
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 13:11:34
    12.ALA
    9000187
    90003013
    ALA-ARA-SER*
    0:00:41
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 14:52:16
    12.ALA
    9000187
    90003013
    ALA-ARA-SER*
    0:01:39
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 16:17:41
    12.ALA
    9000187
    90003013
    ALA-ARA-SER*
    0:01:39
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    16/03/2013 16:17:41
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:00:15
    Khadija Mahmood
    0:00:15
    0:00:43
    0:00:20
    02/03/2013 09:32:13
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:01:46
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    02/03/2013 13:37:29
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:01:46
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    02/03/2013 13:37:29
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:01:46
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    02/03/2013 13:37:29
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:00:14
    Khadija Mahmood
    0:00:14
    0:01:03
    0:00:20
    03/03/2013 08:46:07
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:00:06
    Khadija Mahmood
    0:00:06
    0:00:45
    0:00:20
    03/03/2013 08:58:42
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:00:52
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 09:07:08
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:00:52
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 09:07:08
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:03:01
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 09:13:46
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:03:01
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 09:13:46
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:03:01
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 09:13:46
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:03:01
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 09:13:46
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:03:01
    Khadija Mahmood
    0:00:13
    0:00:18
    0:00:20
    03/03/2013 09:13:46
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:03:01
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 09:13:46
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:00:07
    Khadija Mahmood
    0:00:07
    0:01:05
    0:00:20
    03/03/2013 10:20:56
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:00:53
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 12:30:22
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:00:53
    Khadija Mahmood
    0:00:08
    0:02:03
    0:00:20
    03/03/2013 12:30:22
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:00:29
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    03/03/2013 13:23:56
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:00:17
    Khadija Mahmood
    0:00:17
    0:00:51
    0:00:20
    03/03/2013 15:02:10
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:00:27
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    04/03/2013 08:22:20
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:00:29
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    04/03/2013 10:59:34
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:02:51
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    04/03/2013 12:52:50
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:02:51
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    04/03/2013 12:52:50
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:02:51
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    04/03/2013 12:52:50
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:02:51
    Khadija Mahmood
    0:00:01
    0:03:22
    0:00:09
    04/03/2013 12:52:50
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:00:25
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    04/03/2013 16:21:41
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:00:38
    Khadija Mahmood
    0:00:17
    0:00:37
    0:00:20
    05/03/2013 11:58:08
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:00:38
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    05/03/2013 11:58:08
    12.ALA
    9000185
    90003013
    ALA-ARA-SER*
    0:00:19
    Khadija Mahmood
    0:00:19
    0:02:53
    0:00:19
    06/03/2013 12:41:48
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:00:35
    Khadija Mahmood
    0:00:14
    0:01:00
    0:00:20
    06/03/2013 12:58:47
    12.ALA
    9000184
    90003013
    ALA-ARA-SER*
    0:00:35
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    06/03/2013 12:58:47
    12.ALA
    9000188
    90003013
    ALA-ARA-SER*
    0:00:05
    Khadija Mahmood
    0:00:05
    0:00:56
    0:00:18
    07/03/2013 10:34:57
    12.ALA
    9000187
    90003013
    ALA-ARA-SER*
    0:00:35
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    07/03/2013 11:09:48
    12.ALA
    9000187
    90003013
    ALA-ARA-SER*
    0:00:35
    Khadija Mahmood
    0:00:14
    0:01:36
    0:00:20
    07/03/2013 11:09:48
    12.ALA
    9000183
    90003013
    ALA-ARA-SER*
    0:00:39
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    0:00:20
    0:00:00
    0:00:00
    07/03/2013 11:23:54
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    9000183
    90003013
    ALA-ARA-SER*
    0:00:39
    Khadija Mahmood
    0:00:18
    0:01:29
    0:00:20
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    9000186
    90003013
    ALA-ARA-SER*
    0:02:30
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    07/03/2013 11:51:27
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:02:30
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    07/03/2013 11:51:27
    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:02:30
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
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    12.ALA
    9000186
    90003013
    ALA-ARA-SER*
    0:02:30
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
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    9000186
    90003013
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    0:02:30
    Khadija Mahmood
    0:00:20
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    0:02:30
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    0:00:20
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    0:00:20
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    9000186
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    ALA-ARA-SER*
    0:01:06
    Khadija Mahmood
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    9000185
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    12.ALA
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    90003013
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    10/03/2013 09:51:00
    12.ALA
    9000141
    90003009
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    Khadija Mahmood
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    9000141
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    ALQ-ARA-SER
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    Khadija Mahmood
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    8.ALQ
    9000141
    90003009
    ALQ-ARA-SER
    0:01:20
    Khadija Mahmood
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    0:00:00
    0:00:00
    09/03/2013 13:24:27
    8.ALQ
    9000141
    90003009
    ALQ-ARA-SER
    0:01:20
    Khadija Mahmood
    0:00:09
    0:00:00
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    09/03/2013 13:24:27
    8.ALQ
    9000139
    90003009
    ALQ-ARA-SER
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    Khadija Mahmood
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    0:00:00
    02/03/2013 13:02:55
    8.ALQ
    9000141
    90003009
    ALQ-ARA-SER
    0:00:03
    Khadija Mahmood
    0:00:01
    0:00:00
    0:00:00
    03/03/2013 09:09:53
    8.ALQ
    9000139
    90003009
    ALQ-ARA-SER
    0:00:34
    Khadija Mahmood
    0:00:02
    0:00:00
    0:00:00
    07/03/2013 12:10:05
    8.ALQ
    9000141
    90003009
    ALQ-ARA-SER*
    0:02:46
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    09/03/2013 09:51:53
    8.ALQ
    9000141
    90003009
    ALQ-ARA-SER*
    0:01:04
    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
    10/03/2013 10:30:28
    8.ALQ
    9000140
    90003009
    ALQ-ARA-SER*
    0:00:34
    Khadija Mahmood
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    0:00:00
    0:00:00
    11/03/2013 17:05:53
    8.ALQ
    9000142
    90003009
    ALQ-ARA-SER*
    0:00:51
    Khadija Mahmood
    0:00:20
    0:00:00
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    9000142
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    0:00:00
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    8.ALQ
    9000139
    90003009
    ALQ-ARA-SER*
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    Khadija Mahmood
    0:00:20
    0:00:00
    0:00:00
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    9000139
    90003009
    ALQ-ARA-SER*
    0:00:27
    Khadija Mahmood
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    0:00:00
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    03/03/2013 11:50:39
    8.ALQ
    9000141
    90003009
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    9000142
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    9000141
    90003009
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    07/03/2013 10:34:03
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    9000141
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    9000141
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    9000141
    90003009
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    Khadija Mahmood
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    0:00:00
    0:00:00
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    8.ALQ
    9000141
    90003009
    ALQ-ARA-SER*
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    Khadija Mahmood
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    9000141
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    Did you ever get any traction on this quesiton?  I have a customer that has a single line on the agents phones for both non and ipcc calls and somehow the totals for Outbound IPCC and Outbound Non-IPCC calls are different.  I'm trying to figure out how that can be and what the specific definition of an Outbound IPCC call actually is and how it differs from an Outbound Non-IPCC call.
    Thanks
    Craig

  • UCCX Report Customize - Timezone issue

    Hi guys,
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    My question is: can we pass the timezone information to the stored procedures transparently to end user? This information (time offset) will be needed for Daily/Monthly reporting.
    Thanks,
    hoanghiep.

    Hi,
    Try to configure reason codes that describes the call complete status. then you can use Historical reporting to generate a report based on those Reason codes.
    regards,
    Trad Tobaishat

  • UCCX Reports: Outbound on IPCC and Outbound on non IPCC difference

    We have been testing the reports for a client and we came up with a few weird reporting stats for the Agent Call Summary Report on the UCCX.
    When a Transfer is completed ,Agent A (1003) completes the transfer to Agent B (1000), the outbound call from Agent A is reported as "Outbound on IPCC".
    However when a you place only a consult call, Agent A (1003) calls Agent B (1000) and goes back to the original call the oubound call placed by Agent A is reported as "Outbound on non-IPCC", which is kind of weird for me.
    Anybody out there who experienced the same or can help me understand why this happens? Thanks!
    Completed transfer
    Consut only

    Did you ever get any traction on this quesiton?  I have a customer that has a single line on the agents phones for both non and ipcc calls and somehow the totals for Outbound IPCC and Outbound Non-IPCC calls are different.  I'm trying to figure out how that can be and what the specific definition of an Outbound IPCC call actually is and how it differs from an Outbound Non-IPCC call.
    Thanks
    Craig

  • UCCX Report - Zero Call Duration

    Hi,
    We are using UCCX 7.0  In Histrocial detailed CCDR report we able to get the report for outbound call also.
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    Hi,
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    regards,
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  • UCCX reporting on menu options

    I know this subject is discussed many times as per the below sample discussion on this forum
    https://supportforums.cisco.com/discussion/11399496/track-menu-selection-uccx-script
    https://supportforums.cisco.com/discussion/11387826/uccx-menu-option-statistics
    My scenario is that there is about 9 menu options with recorded announcements and when the caller wants to talk to agent then they press * (which is the 10th option) and it connects to the agent. The Set Enterprise Info step is there before the select resource step for the agent option. Many of the calls in the standard report are showing as abandoned because many of the callers listen to the various menu messages without connecting to agent. How can I modify my script to show the report for those menu choices? The Set Enterprise Info wouldn't work and I saw a suggestion on this forum about writing to external database but I am not clear on that.
    Thanks in advance
    Abebe

    Hi Abebe-
    I understand what you're trying to do from that perspective.  I don't understand the part about manually setting the time when the call is terminated.  Yes, you could pull that information from the historical database, but it will be more painful than I think it's worth. 
    From the start of the script to the point that you get your 'end time' should be the duration you're looking for as well as the time that the caller terminated the call.  Place the 'end time' step right after the label that your On Exception Goto step is pointing which should be your database steps.  
    Can you upload the script or screenshots so I can take a look?
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  • UCCX Reporting and Statistics API

    Hi,
    I'm a little new to UCCX. We would like to know the extent of the API for pulling inforamation form historical reports statistics to a seperate server. Is there any API for interacting directly with the DB or is it done throught XML?
    Are the any documents outlining this as well?
    Thanks for your time!
    -Sam

    There is no API in this product yet. If you are running version 7.0 or earlier, a DTS job is a possibility to capture the databse and copy it off-box with a scheduled job in Windows. This is documented in the historical reporting administrator guide. In version 8.0 and later, your only option will be to perform an Informix ODBC connection and copy the tables that you wish to use periodically. The only time that remote ODBC queries are officially supported are with a wallboard product. Otherwise, remote database access is only officially supported when using Crystal to design reports that will be used within the Historical Reporting Client.

  • UCCX report language

    Hi all,
    I would like to create UCCS historical reports in a language other than the client OS language and other than the CAD language. Does anyone know how to change the language in which the HRC reports are generated?
    Thanks
    Juergen

    Hello, could you provide a screenshot with the problem and for which reports it happens?
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  • UCCX reports - Agent State Summary

    I'm running the above report Agent State Summary and have a question on the columns
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    Not Ready - Amount of time they are in a not ready state within the Total Logged in time
    Ready State- same as Not Ready - Time within the Total Logged in time
    Now the question
    Example of the states below 
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    Does this  mean the agents only spent 10% of their time actually talking to the customer and potentially 60% of the time waiting for callers?
    thanks

    Aaron
    Just one more thing. for example SLA on the CSQ  is set to 10 secs
    Call is offered to the agent via Resource commend but the agent does not answer so  RONA (15sec) is invoked and the call is re-queue - Does this impact SLA?
    No agents are available so the call is queued with IVR- Does this impact SLA ?
    Basically I guess the   SLA  is impacted if the call is either ringing on an agents  phone after the 10 Sec SLA but answered or returned to queue if the RONA is say 15 secs - either way  the SLA is impacted is this correct?
    Sorry for the "obvious " question but customer stated that she was informed the SLA is only impacted on "ringing" time on the agents phone and not if the call is queuing, listen  to on hold while queuing 

  • 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.

  • Can Microsoft SSRS or IBM SPSS be used to customize UCCX Historical Reports?

    Hello,
    I have a client with UCCX 8.0 and is interested to know if Microsoft SSRS or IBM SPSS can be used as an alternative of Crystal Report to customize UCCX reports.
    As I have limited knowledge on those products, wondering if someone else can provide some information on this.
    FYI, I posted this on Developers Forum too, still waiting for responses.
    Thanks,
    Kapil

    Hi,
    if you want to keep the Historical Reporting Client provided by Cisco, then I am afraid Crystal is your only option.
    If you don't mind setting up a separate platform, then you can use anything capable of talking to an IBM Informix server.
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  • UCCX 8.5.1 & Crystal Reports

    We are wanting to use Crystal Reports to generate customer UCCX Reports.  The 1st level of effort was to locate, install and configure the Informix ODBC driver without loosing more hair.  Once that was done we were able to connect with Crystal reports and assume that all was good... However!  We wanted to leverage the resource table to in our customer report but got weird error messages:
         "Failed to retrieve data from the database. 
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    j.

    Hi Jay,
    I'm having the same issue and it looks like it's related to the following bug CSCtl02126
    The solution does not really work for me but I'm sure that if you manage to connect to the DB using the JDBC connection or informix driver instead of ODBC and you use "informix"."resource" it'll work. (easyer said than done )
    if you use RazorSQL, SquirrelSQL or the IBM SQL studio the query will work just fine but it's probably because you'll be using the informix driver or JDBC connection to the UCCX db.
    did you ever get it fixed? if so I would be really interested in knowing how.
    http://www.cisco.com/image/gif/paws/112103/ipcc-data-00.pdf
    UCCX Historical Reporting Database Access Error on Resource Table
    With Cisco UCCX 8.0, you cannot view data from any field within the resource table and no data is returned
    from any field. There is no issue adding fields or viewing data from other tables within the database. After
    creating a report with only the resource table and when attempting to add any field to the report, this error
    message is received:
    Failed to open a rowset.
    Details:42000[Informix][Informix ODBC Driver][Informix]
    A syntax error has occurred.
    This issue is documented by Cisco bug ID CSCtl02126 (registered customers only) .
    Solution
    In UCCX 8.0, the resource table is holding the agent information. The same name resource is also an Informix
    key word. Therefore, when querying the resource table, the query statement cannot use the resource as the
    alias (Microsoft SQL Query uses the table name as the alias by default). This causes a syntax error in
    Informix.
    The workaround is to use some other alias in the query statement; for example, use resource1.

  • Cisco UCCX Historical Reports 8.5

    No grand total when running an agent summary report   ?
    Nearly every other UCCX report has grand total information. Even if I perform a sum/average function to get the totals/averages manually the formula does not work. Because UCCX formats time in a H:MM:SS format all of the time based data starts with a 0. This 0 causes a #DIV/0! error because you can’t run an average on data the starts with 0.
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    Thanks

    Hi Saeed
    I'd agree with your comments. Personally I would incorporate them into the HRC report; I guess if you speak to Cisco about this it would be an 'enhancement request' at best that would take a long time to be resolved.
    I've previously 'corrected' some reports like this one to allow proper summarisation etc but it requires some Crystal Reports knowledge & software..
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  • UCCX database Access

    Hi,
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    Hope somene can help me.
    Thanks,
    Bryan

    Hey Bryan,
    Before creating custom reports from UCCX, we must export the UCCX DB to external data warehouse. Following are the relevant details..
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    Cisco Unified Contact Center Express 8.5(1) Historical Reporting Administrator and Developer Guide
    Q. How to export Historical Data to your own Data Warehouse?
    A. Use third-party database administration tools such as SQuirreL SQL Client or AGS Server Studio to export Unified CCX historical data to your own data warehouse. Use "uccxhruser" as the username to connect to db_cra database.
    Procedure can be found here https://supportforums.cisco.com/docs/DOC-15133
    Hope it helps ?
    GP.
    Pls rate helpful posts !!

  • 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-

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