OK, 4.3(2) makes a lot more sense than 3.2. Are you using this with UCC Express?
I don't know why your reports are not working, but I can tell you that I have a saved query in SQL 2005 Management Studio that I run all the time. It's something like this:
SELECT ACTIVITY_ID AS AID, CASE_ID AS CID, CONTACT_POINT_DATA,
EGPL_ROUTING_QUEUE.QUEUE_NAME, ACTIVITY_STATUS AS Stat,
ACTIVITY_SUB_STATUS AS SubStat, EGPL_CASEMGMT_ACTIVITY.WHEN_CREATED, SUBJECT
FROM EGPL_CASEMGMT_ACTIVITY, EGPL_ROUTING_QUEUE
WHERE EGPL_CASEMGMT_ACTIVITY.QUEUE_ID=EGPL_ROUTING_QUEUE.QUEUE_ID AND ACTIVITY_MODE = 100
AND ACTIVITY_STATUS <> 9000
ORDER BY ACTIVITY_ID DESC
This query does not show closed activities, so it gives you all the activities that are in queue at the time of the query. Since EIM stores the time in UTC you will have to convert the time to your timezone, dealing with DST being on or off.
Replace EGPL_CASEMGMT_ACTIVITY.WHEN_CREATED with something like the following example:
DATEADD(HH, 1, EGPL_CASEMGMT_ACTIVITY.WHEN_CREATED) AS Central_EU_Time
The most useful CIM document in my collection is the 4.2 Schema document. I am waiting for Cisco to publish the 4.3 schema but they are dragging the chain on that.
It's also useful to know the list of ACTIVITY_STATUS values and the list of ACTIVITY_SUB_STATUS values and what they mean. They used to be undocumented but now they are included in the Guides.
(I have extensive experience with EIM/WIM integrated with UCCE. None with Express. Some stand-alone experience. I took the eGain training course, which is recommended.)
Regards,
Geoff
