Data on Agent State Summary Report

[j.leroux]

Hi! I wonder if someone can tell me where CRA Historical Reporting gets its data from that it uses in the Agent State Summary report. The reason for this question is that I see agent names in the specific report that does not exist. Have anyone got an idea how I can fix it? Is it a bug?? I am running IPCC express 3.1(3)

[venkasub]

Hi,

I think you are running into the Bug Id CSCed73068 - Old resources appear in Historical Reporting Client

You can view the Bug Id using the Bug tool id http://www.cisco.com/cgi-in/Support/Bugtool/home.pl.

From DDTS-Release Notes :

When a resource name is changed or deleted, the old name still shows up in the Historical Reporting Client's "Details" tab. Currently, this is a result of a desired function for Historical Reports. However, this causes confusion as when a resource is deleted, the deleted resource still appears in the "Details" tab. A recommended feature enhancement would be to allow a more defined 'sort' of the

resources that appear in the Historical Reporting Client's "Details" tab. Current, all resources (new or old) are lumped into one list window within the client. A better sorting method between 'current/active' and 'old/enactive' resource

would allow for less confusion when running historical reports.

The above bug will be fixed in CRS 4.x.

Following URLs Historical Reporting(HR) may be useful,

Understanding Cisco CRA HR (3.1)

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/hist_rep/index.htm

Database Schema (3.1)

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/schema/index.htm

Cisco CRA HR User Guide (3.1)

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/agents/hr_user/index.htm

Take a look at the below URL - FAQs for Historical Reporting. In most cases it will answer your questions.

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/hist_rep/hradvch4.htm#1051062

Hope it helps.

Regards

Venkat

[rperzul]

1. Open the historical reports catalog file

hrcReportCatalog_en_US.xml) in Report Templates

folder.

2. Locate the appropriate report definition file for

Agent State Summary reports

(ICD_Agent_State_Summary_by_Interval_en_us.xml is

one of two available).

3. Look for XML tag. There you

will see the stored procedure used. It can be

found under stored procedures in db_cra.

4. Have a look at the stored procedures using SQL

Profiler.

But for me it likely seems to be a bug. I'll try to find out.

[ribett]

To isolate active agents (real ones) use this query on db_cra database:

select * from resource where active=1 and orderInRG=0

To correct the problem, edit the report definition file (ej: "ICD_Agent_Summary_en_us.xml") and change the sentence:

"SELECT distinct resourcename FROM Resource"

for this one:

"SELECT distinct resourcename FROM Resource where active=1 and orderInRG=0"

save the file and re-open the Historical Reporter.