CUIC agent state reporting - time in state (SQL definition)

[u013828]

Hi,

I have a report that will show me the following fields from the following tables:

• Resource - resourceID, resourceName, resourceType, extension
• AgentStateDetail - eventDateTime, eventType, reasonCode
• ReasoncodeLabelMap - label, category

This basically gives me a historical view of the states all agents have been in over a given time period.

I have been looking around for a way to get CUIC to use the "eventDateTime" filed to calculate the time that an agent has been in a certain state, by comparing it to the time of their last transition. So basically I am looking to compare "eventDateTime" with a the previous "eventDateTime" that agent had, and have that in a column.

I have looked into the documentation for 12.5 but the only thing I can see for formulas is in this book https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_1205/user/guide/cuic_b_report-customization-guide-1205/cuic_b_report-customization-guide-1205_chapter_011.html#concept_8838FA65EE264... which I have not been able to find an answer in.

The only other thing similar I have found on this forum is https://community.cisco.com/t5/contact-center/recreate-a-repot-agent-state-detail-duration-calc/m-p/3908379#M112530

I guess I am stuck with when and where the DATEDIFF should be applied, and the formula to compare the two times.

I have been using Excel to do this calculation, I could perhaps modify the SQL however the function I have attempted to use does not seem to be compatible.

If anyone has an ideas on this I would be very grateful.

Thankyou,

Richard

[bill.king1]

Could you start out with a stock report/the definition used there like Agent State Log Report and expand to what you need?

[u013828]

Hi @bill.king1 

Thankyou yeah I have had a look into that. The "agent state log" live report list no data at all. It appears there are a couple of stock historic reports that deal with inbound state / reason, which are "Agent not ready reason code summary report" and "Agent state detail report" however they are based on a stored procedure. I am not sure how those are created / modified or where it is getting its fields from.

I have also seen this http://webmaxtor.blogspot.com/2016/10/uccx-cuic-not-ready-custom-reason-codes.html which is a very good idea to get around this issue, however, I have found that the reason code labels in the stock report filters differ from those listed in Jabber (which are global). The only thing I can think of which may have caused this (and its only a guess) is that someone has altered the label names but the codes have been left the same. In some cases only a code shows in the report filter, and in others a code shows up with a different name to what it should be.

Thanks,

Richard

[u013828]

Hi,

All sorted now, I was able to use the Agent State Detail report in historic inbound section to list everything except the reasonCode field which I can live with out.

Out of interest how are the procedures created / modified for the "stored procedure" definitions?

Kind Regards,

Richard

[bill.king1]

You might find this of interest, I think it has some of what you're looking for?
https://community.cisco.com/t5/collaboration-knowledge-base/cuic-uccx-stored-procedure-list-pulled-from-v11-5/ta-p/3165661