cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
393
Views
1
Helpful
6
Replies

Webex Contact Center - Summary Row on Report Exports

MoREECE
Level 1
Level 1

Hello

Wondering what I'm doing wrong and hoping someone can help. We had a report created that shows the service level per interval hour for each Final Queue Name. It had the summary row which added up total calls, average service level across those queues. I had to recreate it since the original appears to have been deleted. I have the summary turned on, run the report, it shows just what the old report had. However, on export or scheduled run, it disappears from the .csv version. It shows on the .xlsx version, however the merged rows doesn't work for the automation that looks into this export for the information. Wondering how I can get that summary row to appear for the .csv? 

1 Accepted Solution

Accepted Solutions

gkovanis
Cisco Employee
Cisco Employee

@MoREECE It should be expected that the row summary is not visible when you export to .csv, as per the Analyzer User Guide:

Screenshot 2025-01-10 at 07.56.24.png

 

 

 

View solution in original post

6 Replies 6

So you're saying when you run the report it works fine, but when you do the export that is where you have the problem, otherwise it is good? And you're sure you've cleared cookies/cache/etc. to make sure you're using the correct version of the report?
And if the original report worked before, you're saying it can't be restored?

Correct - when editing and running, looks like it should. On Export however the summary row only remains for all the data and not after each interval hour as needed. I have cleared cache and had at least five others on other machines attempt this as well with the same results. 

Not sure about version - I made this new report since the employee that left did not have the original names of the reports as they would have appeared in Analyzer. While the reports had scheduled jobs, the emails sent by the system changed the name of the .csv depending on the Subject settings in the Scheduled Job, which didn't match their name in Analyzer. So, I couldn't search that way. I did look into this teams folder and sub folders at all reports but none matched this format. 

Since the last time this particular scheduled job ran was 12/31, I asked our admins if there was a way to view all subscribed reports or if there was a recycle bin to restore reports but neither of those is an option. 

It might be worth having them check with Cisco to see if they can retrieve the presumably deleted report behind the scenes. I've never tried deleting a report though so I can't say how that process works, sorry.

gkovanis
Cisco Employee
Cisco Employee

@MoREECE It should be expected that the row summary is not visible when you export to .csv, as per the Analyzer User Guide:

Screenshot 2025-01-10 at 07.56.24.png

 

 

 

Was this just recently change, or is what I'm talking about something different? I have an export from the system (anonymized queue names) which has exactly what I'm describing. Change the width of the Interval to view the blank queue name rows which combine the data from the queues that received calls during the hour. 

MoREECE
Level 1
Level 1

We wound up creating a new report and adjusting our automation to it, since apparently our old report was an enigma of the system.