CSR Historical Data not capturing data?

[craig.herod]

Hi All,

Last week (on Thursday) our Historical Data stopped capturing any details? 

I have captured a screen shot of the report.  You can see that the agent logged in time is 111:47:23 (at 3:47:23pm EST).  Any help fixing the issue would be greatly appreciated!

Thanks in advance!

Craig

[anchoudh]

Hi Craig,

From the other thread you have opened, looks like you have CRS 5.x High availability setup.

https://supportforums.cisco.com/thread/2170238?tstart=0

As there were few services down in second node, now that it got fixed.

Please try fetching the HRC reports through the HRC client and check again.

Thanks,

Anand

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[craig.herod]

Hi Anand,

Thanks for the information, and you're correct that we're usuing a HA setup.

You mentioned that I should, "Please try fetching the HRC reports through the HRC client and check again."

How do I do that?

Thanks in advance!

[anchoudh]

Hi Craig,

If you have already installed HRC (Historical Reporting Clinet), use the Reporting User credentials to login into it and fetch the report for the required duration.

For installing HRC,

Login into UCCX Admin->Tools->Plug-ins->Cisco Unified CCX Historical Reports

You can verify if the client PC\desktop for using the HRC from the below link,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

Hope this helps.

Anand

Pls rate helpful posts !!

[craig.herod]

Hi Anand,

Yes, I have that installed, and ran the reports again from both the primary and secondary server.  I'm still not getting the information?  I get 0's across the board for agent stats, and the login time is still showing the same results.

When I validate in CRS -> Control Center I validated the CRS SQL Server - Agent, CRS SQL Server - Config,

CRS SQL Server -> Historical, and CRS SQL Server - Repository are all up (on both the Master and Slave).

The CRS Engine on the secondary server is out of date (it shows 12/15/05 10:20pm).  Should I stop and start the CRS Engine, and will that fix the historical reports not working?

Thanks!

[anchoudh]

Hi Craig,

Subscriber Goes Down

When the subscriber goes down for more than the 2- or 4-day retention period,

reinitialize the subscriber in CRS Administration (Datastore Control Center web

page) and reinitialize the subscription for all the datastores.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/maintenance/admin/crs501ag.pdf

Access the Datastore Control Center by selecting System > Datastore Control

Center from the CRS Administration menu bar.

Reinit Subscriber—Click this button to reinitialize the subscriber with a

copy of data from the Publisher. (This causes the data on the subscriber to be

overwritten by the data from the Publisher.)

Note Only use this button if you have determined that the Subscriber needs this

data from the Publisher (if the Subscriber and the Publisher are not

synchronized).

Hope this helps.

Anand

Please rate all helpful posts by clicking on the stars below the helpful posts !!

[anchoudh]

Hi Craig,

Were you able to fetch HRC reports?

Thanks,

Anand

[craig.herod]

Hi Anand,

Yes, that worked!

I selected the "reset publication" option on all 3 functions (historical, repository, and agent), so it can push the replication.

I did run a test to find all data are there  

Thangs again for all your help!

[anchoudh]

Hi Craig,

Glad to know that, please mark this query as answered and rate all the helpful posts :-)

Thanks,

Anand