CUIC Not Ready Reason Code Reporting Issue

[tysonshroyer]

We have a single node UCCX 9.0.2 environment with co-resident CUIC used for historical reporting.

When we run the Agent Not Ready Reason Code Summary Report it will only give statistics for the system generated reason codes (the 32XXX ones), even if we choose other reason codes in the filter parameters.

In the attached screenshots you can see where I chose a bunch of other reason codes as filter options, but none of them show on the report.  It does the same thing regardless of who runs the report, including the admin super user that's created during installation.

Anyone have any ideas?

[djlundberg]

Hi-

This appears to be defect CSCue26150.

https://tools.cisco.com/bugsearch/bug/CSCue26150

Thanks,

DJ

[Aaron Harrison]

Workaround: None

That's just lazy... I'd contact TAC; they should be able to give you either an updated SQL proc or report template to fix this.

If not, or they want you to upgrade and that's too much pain.. it would be possible to fix it yourself or with some help.

Aaron

[tysonshroyer]

TAC didn't offer a workaround or solution.  The only thing they did was clarify that the data shown in the columns would be correct according to the filter parameters selected, but the column labels would show the incorrect reason code (it always shows the same stock reason codes regardless of what you choose).  It took me two months and two different TAC engineers to get that answer.  By then I was happy to have any answer at all that would make the report useable.  Certainly not ideal, but at least the headings can be easily modified by saving a copy of the view and editing it.

[djlundberg]

Cisco was nice enough to update the defect with a 'workaround'.  They have now stated in 10.6 documentation that this is the expected behavior.  Thanks, Cisco.

Under the Agent Not Ready Reason Code Summary Report section:

"The report does not display column headers for user-defined reason codes when filtering by those user-defined reason codes. The statistics for the reason codes that are selected in the filter are accurately calculated and displayed in the report, but these statistics appear under the column headers for the system-defined reason codes. This behavior is different than that of Historical Reporting Client, in which report headers are dynamically modified based on the report filter parameters.

To resolve this issue, create a custom grid view on the Agent Not Ready Reason Code Summary Report, renaming the default column headers to be descriptive of the user-defined reason codes. Then, select the matching reason codes from the Reason Code Value List that is populated in the filter. User-defined reason codes must be in the AgentStateDetail table to appear in the Reason Code Value List.

Note that there is no mapping between the header and the reason code that is selected in the filter. As a result, reason codes must be selected in the filter in the same order as the headers are defined in the view. Also, all reason codes must be selected in the filter if they have headers in the report, or the time in the selected reason codes will appear in the incorrect column as they are filled left to right in the grid."

Cisco Unified Contact Center Express Historical Reporting Guide, Release 10.6(1)

DJ

[Hythim Ali El Hadad]

Hi,

Why the predefined reason codes appear as numbers and there is no description for this reason code numbers as was in the HRC

as 32758 isn't descriped with a reason as old historical reporting do

So do we need to add it into the Reason Code List tool with the related text manually for each code or it is useless and there is a method for the reson code text description to appear ?

Thanks

[Deepak Rawat]

Hythim,

Please be advised if one thing had been removed what was there in HRC by default then at the same time several other new features had also been added. Secondly, there are lot of customer and partner inputs that BU took into consideration before launching any new product and the features involved in it.

Now talking about, if you want to show the description for Reason Code, it can easily be achieved with CUIC internal customization. Simply do the below steps:

1) Run the Agent Not Ready Reason Code Summary Report with the required Reason Codes.

2) Once the report had executed, simply click on Save As and save it with a new name that you want for the report

3) Click on Edit and simply right click on the fields and go to properties available inside Current field order in the grid and change the Grid Display Name to whatever you want and then click on Save again

You can find the description of default Not Ready reason codes in the Predefined Reason Codes section of below document

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/UCCX_BK_U89A45EB_00_uccx-historical-reporting-guide-106.html

Regards

Deepak

- Rate Helpful Posts -

[marina.kaminski]

Hello Deepak,

Your explaination is fine as long as there are less than 11 custom reason codes. We have 12 custom reason codes and are able to show only first 10 of them, while other 2 are summed up with "Time in other RC". How do you suggest to solve this problem?

Thanks in advance

Marina

[Deepak Rawat]

Marina,

Simply create anothe Custom Report for Reason Codes 11 and 12. You are only bound to show 10 Reason Codes in the report but you are not bound on how many custom Reports you can create.

Hope this answers your question.

Regards

Deepak

- Rate Helpful Posts -

[marina.kaminski]

Excellent. Thank you!

[Vinod Patil]

Hi Deepak,

I'm trying to pull paticular system generated reason codes but in the stock report " Agent Not Ready Reason Code Summary Report " , cannot find the reason codes like Reason Code: 32763, Reason Code: 32762, do you have any idea how to get the time of these reason codes? any SP? Thanks, Vinod

[lohjintiam]

Hi Deepak,

These steps require external CUIC premium license or can be done through UCCX-CUIC directly?

Thanks!

-JT-

[Deepak Rawat]

Hello JT,

This can be done through the co-resident CUIC itself no need of standalone premium CUIC for this.

Regards

Deepak

[lohjintiam]

This is applicable for v10.6 and above or even for the older versions i.e. v9?

Thanks!

-JT-

[Deepak Rawat]

Yes, this can be done on v10, 11 or even 9

Regards

Deepak