CUIC 8.0(3) - No Data in Agent Realtime reports

[Chris.higginbottom]

Hi All,

We are just installing CUIC integrated to UCCE 8.0 and seem to be having a problem with Agent Real Time reports.

When running the reports we can select the agents configured within ICM however the report is blank once run.

The problem also effects:

Agent Skill Group Realtime

Agent State Real Time Graph

Agent Team Real Time
Agent Team State Counts Realtime

So Anything to do with Agents and realtime

Thanks Chris

[Hossain Ahmed Ashfaque]

Hi Chris,

Did you tried to run the reprot when the agents are login, because it will be blank if no agents are login. Also can you please share which DB source you have configured in CUIC to get Real-time and Historical data. Basically it should be awdb for both of them. Also if you are running the reports as a user then please check the permissions of the user.

Thanks and Regards,

Ashfaque

[Chris.higginbottom]

Hi Ashfaque,

Yeah we have agents logged in and Ready.

The Realtime and Historical data sources are set to both be the awdb

our user is an Admin user and has Read and Exec permissions on the Realtime reports.

Thanks Chris

[Kris Lambrechts]

Go to Configuration Manager - PG Explorer - CUCM PG - Agent Distribution and ensure that reporting is enabled and you have the Distriubtor site name that CUIC gets its data from added and enabled for real-time data.

Cheers,

Kris

[Chris.higginbottom]

Hi Kris,

We had checked that and it was enabled. However on the second check after your post I noticed the deployment Conslutant had specified the hostnames of the AWS instead of the Site name. Once swapped it started to pull tha data. Thanks

However wilthin the CUIC Agent Real Time report it shows as error 'During last refresh interval -view could not refresh itself due to an error' but the report does update with the agent changes. Have you seen this before?

Thanks Chris

[Kris Lambrechts]

Hey Chris,

This seems to have come up once or twice before on CUIC 8.0(3). Try clearing out your cookies and browser cache and see if it still happens. Also try the same thing with Firefox / IE.

If this persists or comes back later on, you're probably better off opening a TAC Service Request for it.

Cheers,

Kris