CUIC 9.0. CSQ Activity reports

[Chris Gardner]

When running a Contact Service Queue Activity report most of the columns that are supposed to be averages are showing up as the sum of the numbers in the totals row instead of the average. Avg speed of answer and Avg handle time are 2 examples of this. See screen shot for example. Is this a known defect? This is running on UCCX version 9.0.2.

[Deepak Rawat · Accepted solution]

Your understanding is correct Chris. This is a known defect, refer below:

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCuf67036/?reffering_site=dumpcr

You can either contact TAC to ask for the updated report template which will only be applicable for two reports i.e., Common Skill Contact Service Queue Activity Report (by Interval) and Contact Service Queue Activity Report (by Interval) or else you can upgrade to 9.0(2) SU3 or higher that should have this fixed natively

Regards

Deepak

[Chris Gardner]

Thanks for the quick response! We are planning up upgrade to 10.6 later this year so we will probably wait and just fix it then.

[Deepak Rawat]

That is fine Chris, you can do that. Please remember to mark the thread as Answered if there are no further questions on the topic.

Regards

Deepak