11-13-2020 01:47 PM
Hello,
I am building a custom CUIC 11.6 report for UCCE version 11.6(2) that is reading into our TCD table and is counting all of the times that a distinct Wrap-Up Reason Code is selected by an agent during their after call work. *I know that we are not supposed to query against the TCD but our Cisco partner approved it as we are only testing out the custom report. We will have a replicated DB in production.
My report definition is using the Query Type: "Anonymous Block" and I am unable to use a date range in my filter parameters. This report will be emailed out to a group of supervisors every week, and it is not reasonable for my end users to change the start and end dates every week.
I have attached a screenshot of what I want my filter to look like when the end user runs the report. This is the filter parameters that is included in all of the stock reports. I have attempted to copy some of this data, but my attempts have not been successful. The .png file is named "Desired Filter Outcome."
I have also attached a screenshot of what my current filter looks like when the end user runs the report. The .png file is named "Current Filter Outcome."
Below is my SQL Query, I have attached some thoughts regarding my logic
SET ARITHABORT OFF SET ANSI_WARNINGS OFF SET NOCOUNT ON select WrapupData, ISNULL(WrapupData, 'No Wrap-Up Code Entered') as DispositionCode, EnterpriseName, count(case when WrapupData is null then 0 else 1 END) as DispositionCount, SUM(COUNT(case when WrapupData is null then 0 else 1 END)) OVER () AS Total, 100.0 * COUNT(case when WrapupData is null then 0 else 1 end) / SUM(COUNT(case when WrapupData is null then 0 else 1 end)) OVER () AS Inclusion from Termination_Call_Detail tcd left join dbo.t_Call_Type ct on ct.CallTypeID = tcd.CallTypeID where DateTime >= :start_date and DateTime <= :end_date and ct.CallTypeID IN (:call_type) and AgentPeripheralNumber != 'null' and CallDisposition in ('13', '29', '28', '30', '6', '62') group by WrapupData, EnterpriseName
I have included a screenshot of what my custom report looks like in CUIC with some sample data. That file is named "WrapUpReasonCodeReport.png".
Any suggestions or changes to my query would be greatly appreciated. Thanks!
Solved! Go to Solution.
11-14-2020 03:58 AM
Hi, I think I have two answers for the price of one for you
This first link explains how you show the date format you want, it is from the Cisco guide. You just need to format the name fields with the same name in the Parameter section and it'll do what you want.
Secondly, you should be aware that there are already some Wrap up reports that are out there.
https://community.cisco.com/t5/contact-center/updated-wrap-up-reports-for-cuic-10-5-not-earlier/td-p/3472978
11-14-2020 03:58 AM
Hi, I think I have two answers for the price of one for you
This first link explains how you show the date format you want, it is from the Cisco guide. You just need to format the name fields with the same name in the Parameter section and it'll do what you want.
Secondly, you should be aware that there are already some Wrap up reports that are out there.
https://community.cisco.com/t5/contact-center/updated-wrap-up-reports-for-cuic-10-5-not-earlier/td-p/3472978
11-15-2020 05:58 PM
Hi @bill.king1
I imported a few of the reports that you provided for me and they were almost exactly what I was looking for.
Thank you!
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