In almost all the CCX DB tables we have a column called active which holds a Boolean value(t/f). This column is in place mainly to facilitate historical reporting. When any resource, skill, csq or team is removed, the active is made to 'f' for that particular record and thus that record is no more seen in the App-admin page of UCCX but still appears in CUIC. This is done from a perspective that customer if want to run a report for a CSQ that existed at some point and took calls should still be able to do so.
When populating the CSQ names list, CUIC uses the UCCX_Voice_CSQ value list where the condition active = 't' is not given. As a workaround, if you want only the active CSQ to be selected for running a report, you can make use of collections as mentioned in below defect:
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCug62201/?reffering_site=dumpcr
Since the above defect mention about doing it for inactive agent hence you can follow the below steps in order to perform reporting on Active CSQs
1) Create the below collection query for UCCX_Voice_CSQ value list
SELECT DISTINCT csqname AS ID, csqname AS VALUE FROM ContactServiceQueue where queueType = 0 AND active = 't'
2) Select the UCCX_Voice_CSQ value list and click on the Collections tab and create a new one exactly with below details and save the changes :
Collection Name Active
Identifier 't'
3) Select the UCCX_Voice_CSQ value list again, go to Collections tab and then select the Active collection you created in previous step. Click on Populate Values to make sure the values are saved in the database and then click on Show Values to make sure it only shows the active CSQs
You should have the Active collection entry now in the Choose Collection option available in all the voice CSQ reports. Just double click on that and you are good to go.
Regards
Deepak
