limitation of Agent state detail report in CUIC

[ccg-collab1]

Hi All,

Does Cisco have a document about its limitations on CUIC Reports? Customer asked a question about Agent State Detail Report and some other report like agent summary report wherein they generated Agent State Detail Report for a duration of 1 month. However, report generated was incomplete. Is there a document that states Agent State Detail Report limitation?

Thank you so much,

Kier

[Deepak Rawat]

There is no such specific document about limitations on CUIC. Below are the only available documents for CUIC if they could be of help in terms of usage, reports, description etc:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/user/guide/UCCX_BK_UA808DBF_00_uccx-historical-reporting-guide-11.html

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/user/guide/UCCX_BK_U36B58A5_00_uccx-report-user-guide-11.html

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/reference/guide/UCCX_BK_UEE2CFE1_00_uccx-report-developer-guide-11.html

Regards

Deepak

[ccg-collab1]

Hi Deepak,

Thank you so much for your response. If that is the case, do you mean that there is no limitation on generating a report in CUIC? We tried to generate the Agent State Detail report of all the agents on a Contact Center Team for 1 Month(like August 1 to September 1) but it will only generate few agents and will not show all the agents for the filtered 1 Month.

Thanks again,

Kier

[Deepak Rawat]

Kier, that is correct you can run the reports in backdate as long as they exist within UCCX DB. CUIC does not impose a limit on this that you cannot run a report in backdate after a certain interval. In case, you are running a report for the time period that does not exist in UCCX DB then CUIC will simply tell "No Records Generated" but it will still allow you to run the report. That being said, if you are running a report for the last one month and it does not show records for some agents that means there are no records for that agent at all for this time period. You can check this by running below commands on UCCX CLI:

run uccx sql db_cra select * from resource where resourceloginid='jsnow' and active='t'

The above command will give you AgentID 22 in my case and then use the same in below query

run uccx sql db_cra select * from AgentStateDetail where agentid=22 and eventDateTime between '2016-04-10 00:00:00.00' and '2016-09-21 00:00:00.00'

Regards

Deepak

[ccg-collab1]

Hi Deepak,

It seems that its a limitation of CUIC Reporting. Here is the scenario. I tried to generate a report, Agent State Detail Report for 1 month(August 21, 2016 to September 21, 2016) but generation will just stop and only two agents will be generated (All Agents were selected on the filter). But if I selected other agent and generate the report, it will show its report. Meaning to say that other agents also have a records but I think CUIC cannot just generate it all (that is why Customer is thinking and asking if CUIC has limitation in terms of filtering and generating a report).

This is the screen capture when selected all the agents for 1 month.

 

This is the screen capture when i selected other agent to check if it has also a record during the same date from the above filter.

From the command you have provided, do we need to run only  the command?

run uccx sql db_cra select *

Thanks Deepak,

Kier

[ccg-collab1]

Hi Deepak,

In addition, is there a list of description of reports in CUIC for UCCX 10.5? I tried to search and check it but I only found this file/docu, but it seems that this is for UCCX 9.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/user/guide/UCCX_BK_UE5BE47D_00_uccx-historical-reports-ug/UCCX_BK_UE5BE47D_00_uccx-historical-reports-ug_chapter_011.html

We want is the document for the CUIC/UCCX 10.5 since there are some reports in UCCX/CUIC 10.5 that UCCX/CUIC 9 doesn't have. Example of this are the Live Data Reports.

Appreciate if you can share us also this information.

Thank you so much Deepak,

Kier