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Highlighted
Beginner

agent calls handled/presented stats different than realtime historical

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?

10 REPLIES 10
Highlighted
Enthusiast

Re: agent calls handled/presented stats different than realtime

Hi,

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...

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/relnote/rel312r2.pdf

Check in Pg.No:7

Regards

Yogi

Highlighted
Beginner

Re: agent calls handled/presented stats different than realtime

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

Highlighted
Enthusiast

Re: agent calls handled/presented stats different than realtime

Hi,

To have more information about IPCC Express Historical Reports, check out the following URLs

Understanding HR

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

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/agents/hr_user/index.htm

Cisco CRA Database Schema

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/schema/index.htm

Creating custom reports:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guide09186a00801bbed0.html#1021938

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.

DB_CRA_CCDR.ContactCallDetail

DB_CRA.AgentConnectionDetail

DB_CRA.AgentStateDetail

DB_CRA.ContactRoutingDetail

DB_CRA.ContactServiceQueue

DB_CRA.Resource

DB_CRA.ResourceGroup

DB_CRA.ResourceSkillMapping

DB_CRA.Skill

DB_CRA.SkillGroup

In addition, please include the script(s) that reference this CSQ and the CRS Release info (Version/SR/SP...)

Regards

Yogi

Highlighted
Beginner

Re: agent calls handled/presented stats different than realtime

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?

Highlighted
Enthusiast

Re: agent calls handled/presented stats different than realtime

Hi,

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.

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_tech_note09186a00802cae55.shtml

Hope it helps.

Regards

Venkat

Highlighted
Beginner

Re: agent calls handled/presented stats different than realtime

Thank you so much

Highlighted
Enthusiast

Re: agent calls handled/presented stats different than realtime

Hi,

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.

Regards

Yogi

Highlighted
Beginner

Re: agent calls handled/presented stats different than realtime

Thanks worked fine....

Highlighted
Beginner

Re: agent calls handled/presented stats different than realtime

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.

Highlighted
Enthusiast

Re: agent calls handled/presented stats different than realtime

Hi,

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

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/schema/index.htm

2. Understanding HR

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/hist_rep/index.htm

3. Cisco CRA HR User Guide

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/agents/hr_user/index.htm

4. Creating custom reports for IPCC Express:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guide09186a00801bbed0.html#1021938

Regards

Yogi