Issue with field filters in CUIC 12.5

[TimHutchinson72001]

I am trying to create a report to show agents that are ready to take calls in a particular Precision Queue. This should be very easy!

The report definition in use is Agent Skill Group Real Time; I have set up a filter on the AgentState field for "Ready", but I when I try to filter on a PQ (using the SkillName field), the report fails to execute every time. I have tried using both the PQ name and the PQ ID.

It's very frustrating and I expect it's something simple I am doing wrong. Any advice would be very much appreciated.

[bill.king1]

If you export the SQL and run it, does it work as you expect? Do you have any screenshots/report or SQL export that you can provide?

[TimHutchinson72001]

Unfortunately, I don't have the capability to run the SQL directly, but I have attached what CUIC produces.

This is the basic report, unfiltered.

I can add a filter on AgentState and that works fine...

But if I try and add one to filter on SkillName (as I only want to see agents assigned to a particular PQ), the report fails...

I hope this helps diagnose the problem and thanks for the interest.

[bill.king1]

When you say fails, what happens (no results, error message, etc.)?
Also, this is the stock report you're trying to do this one, right?
Lastly, does it fail if you try it with any SkillName or just Switchboard_PQ?

[TimHutchinson72001]

I get the following error message

Yes, it is a stock report, although I have saved a copy and removed unnecessary columns.

And yes, it doesn't matter what I type for the SkillName, it is the same result in all cases.

[bill.king1]

I think it is a defect with the report/CUIC process. I ran your report in a 11.6 system without that filter, no issue.

I then exported the SQL and ran it in SQL, and it ran, no problem.

I then added the filter as you noted, and got the error in CUIC you did.

I then exported the SQL from that failed report, and it threw an error in SQL when I ran it.

So it is likely something in the way CUIC is added that additional filter behind the scenes that is messing up the SQL statement.
So you'll likely need to open a TAC case, or you can edit the report definition itself to accommodate what you want to do.

Hope that helps you.

[TimHutchinson72001]

Thanks Bill, that's really helpful. I appreciate the time you have taken to look into this.

[bill.king1]

You might also be able to post it in the Ask Us....pinned post on CUIC here https://community.cisco.com/t5/contact-center/ama-forum-design-deployment-amp-troubleshooting-on-cce-cuic-amp/td-p/4721300