Does anyone know if there is a delay time between when agents stats get reported to historical reporting and realtime reporting? For example, the agents show x number calls completed, presented, but then there is a discrepancy in the realtime and historical reporting? The supervisor and desktop agents stats seem to be synced up, but the historical reporting and realtime don't. Does anyone know if the sync can be sped up?
Data Writing Interval is set by user on AppAdmin page, under Tools/Real Time Snapshot Config.
As per the CRS-3.1 release notes...
The following data writing intervals have been added: 5, 10, 15, 20, and 25. You can set the data writing intervals from Cisco CRA Administration by choosing Tools > Real Time Snapshot Config and then choosing the desired value from the Data Writing drop-down list. These new data writing intervals are useful when wallboard data is required to be updated with a refresh interval of less than 30 seconds.
URL for the same is...
Check in Pg.No:7
If the calls handled is less than calls presented does this mean that the agent didnt answer the phone and it went back into the queue? I am recieving alot of differences between the agents. The majority of them have less calls in the handled then in the presented. Thanks
To have more information about IPCC Express Historical Reports, check out the following URLs
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/hist_rep/index.htm - Check out the Query design section of Agent summary report to analyse the report data.
Cisco CRA HR User Guide
Cisco CRA Database Schema
Creating custom reports:
If above information doesnot help, please open a TAC case and provide the following DB tables exported to flat files (.csv). We will work with TAC to analyze the data to determine why those 2 intervals don't add up.
In addition, please include the script(s) that reference this CSQ and the CRS Release info (Version/SR/SP...)
Thank you for your response. Stupid question but How do I export the files on both the CRA server and the HR server only MSDE is installed no Management...I am rying to look at the Agent Connection Detail recort but how?
Open SQL Server Enterprise Manager on CallManager by selecting start->Programs->Microsoft SQL Server>Enterprise Manager.
Register the CRS MSDE database by right clicking on SQL Server Group choose New SQL Server Registration. On the Register SQL Server Wizard, select the CRS MSDE server, click next takes you to Authenticate Mode, select Windows/SQL Server Authentication, click next takes you to Select SQL Group, you can register the new sql server to existing group or to new group, clicking next will complete the process.
Refer the below technotes - Export CRS Database Table - Microsoft SQL 2000 Server, which explains how to export the database tables to text files.
Hope it helps.
Refer the section "Exporting Data" in the following link that explains clearly on data export process.
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/migrate.pdf - Pg.No : 5 to 9 (upto step 26)
Ping me if you have any issues.
Can you tell me in the Agent stateDetail table it shows AgentID and has a number that does not correlate with the Agents ICD Ext. Im confused..Can you tell where this AgentID maybe found.
In AgentstateDetail table, the field name AgentID shows the Identifier of the agent and not the ICD extension of the agent.
The resource table has field, named "Extension" that holds the value of ICD extension of the agent.
Refer the following URL for more information
1. Cisco CRA Database Schema
2. Understanding HR
3. Cisco CRA HR User Guide
4. Creating custom reports for IPCC Express: