The 8K row limit for historical reports through CUIC is set in stone.  The reasoning is that too much of a good thing will overload the HDS or whatever other DB you have behind the curtains.  Also, if you are pulling 8K rows, you're not looking for information, you're looking for data - in which case it might make more sense to export it. You can however, summarize within SQL in any way shape or form you like to return an aggregate that represents more than 8K rows.  An example would be the monthly summary reports. Regards, Jack Parker ... View more

It's an interesting problem.  During an upgrade the agg_schedule table, which controls the summary tables, gets reloaded, so there are two copies of the schedule for building the tables.  That means that the summary tables get loaded twice going forward - with the same data.  Since the daily table is built from the 15 minute table, it will have not only duplicates caused by the scheduler, but it's counts will be 2x what they should be.  Likewise the weekly and monthly tables, which are built from the daily table, will have duplicates and counts which are 4x what they should be.  TAC should be able to help you with this.  The solution is: 0) turn off the summary job in the windows scheduler while you do this, turn it back on when done. a) ensure that the agg_schedule table in the ciscoadmin database only has 1 row for each summary (10 rows total) b) rebuild the 15 minute tables, (select distinct * from call_15 into temp t1 with no log; truncate call_15; insert into call_15 select * from t1; drop table t1).  That might not work with the application_summary_15 table as it can be very large, you might have to unload that to a file (unload to "myfile" select distinct * from application_summary_15;...... load from "myfile" insert into application_summary_15; c) You can do the same thing for the daily, weekly and monthly tables. If you can figure out when the duplication started, you can update their counters to be 1/2 or 1/4 of what they are. Not something for the feint of heart.  Call TAC. Regards, Jack Parker ... View more

Formatting a date time - Once you have the SQL set up, go to the Fields tab, find the datetime field in question, at the bottom of the page is a formatting button, hh:mm:ss is one of the options therein. SL calculation is tricky - especially at the summary level as there are many things that affect how it is computed.  I suggest leveraging the logic from one of the stock reports which do that calculation.  The SQL is something like: SLType = min(isnull(Skill_Group.ServiceLevelType,0)),         DoNotUseSLTopTo5 = CASE min(isnull(Skill_Group.ServiceLevelType,0))    WHEN 0 THEN CASE (SELECT min(isnull(CallTypeServiceLevelType,0)) from ICR_Globals)       WHEN 1 THEN sum(isnull(SGRT.ServiceLevelCallsTo5,0)) * 1.0       WHEN 2 THEN sum(isnull(SGRT.ServiceLevelCallsTo5,0)) * 1.0       WHEN 3 THEN (sum(isnull(SGRT.ServiceLevelCallsTo5,0)) + sum(isnull(SGRT.ServiceLevelCallsAbandTo5,0))) * 1.0       ELSE 0 END    WHEN 1 THEN sum(isnull(SGRT.ServiceLevelCallsTo5,0)) * 1.0    WHEN 2 THEN sum(isnull(SGRT.ServiceLevelCallsTo5,0)) * 1.0    WHEN 3 THEN (sum(isnull(SGRT.ServiceLevelCallsTo5,0)) + sum(isnull(SGRT.ServiceLevelCallsAbandTo5,0))) * 1.0   ELSE 0 END, DoNotUseSLBottomTo5 = CASE min(isnull(Skill_Group.ServiceLevelType,0))    WHEN 0 THEN CASE (SELECT min(isnull(CallTypeServiceLevelType,0)) from ICR_Globals)       WHEN 1 THEN (sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) - sum(isnull(SGRT.ServiceLevelCallsAbandTo5,0)))       WHEN 2 THEN sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0))       WHEN 3 THEN sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0))       ELSE 0 END    WHEN 1 THEN (sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) - sum(isnull(SGRT.ServiceLevelCallsAbandTo5,0)))    WHEN 2 THEN sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0))    WHEN 3 THEN sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0))    ELSE 0 END, servicelLevelTo5 = CASE min(isnull(Skill_Group.ServiceLevelType,0))    WHEN 0 THEN CASE (SELECT min(isnull(CallTypeServiceLevelType,0)) from ICR_Globals)       WHEN 1 THEN (CASE WHEN (sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) - sum(isnull(SGRT.ServiceLevelCallsAbandTo5,0))) = 0 THEN 0          ELSE sum(isnull(SGRT.ServiceLevelCallsTo5,0)) * 1.0 / (sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) - sum(isnull(SGRT.ServiceLevelCallsAbandTo5,0))) END)       WHEN 2 THEN (CASE WHEN sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) = 0 THEN 0         ELSE sum(isnull(SGRT.ServiceLevelCallsTo5,0)) * 1.0 / sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) END)       WHEN 3 THEN (CASE WHEN sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) = 0 THEN 0         ELSE (sum(isnull(SGRT.ServiceLevelCallsTo5,0)) + sum(isnull(SGRT.ServiceLevelCallsAbandTo5,0))) * 1.0 / sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) END)       ELSE 0 END    WHEN 1 THEN (CASE WHEN (sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) - sum(isnull(SGRT.ServiceLevelCallsAbandTo5,0))) = 0 THEN 0     ELSE sum(isnull(SGRT.ServiceLevelCallsTo5,0)) * 1.0 / (sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) - sum(isnull(SGRT.ServiceLevelCallsAbandTo5,0))) END)    WHEN 2 THEN (CASE WHEN sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) = 0 THEN 0      ELSE sum(isnull(SGRT.ServiceLevelCallsTo5,0)) * 1.0 / sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) END)    WHEN 3 THEN (CASE WHEN sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) = 0 THEN 0      ELSE (sum(isnull(SGRT.ServiceLevelCallsTo5,0)) + sum(isnull(SGRT.ServiceLevelCallsAbandTo5,0))) * 1.0 /         sum(isnull(SGRT.ServiceLevelCallsOfferedTo5,0)) END)    ELSE 0 END,ServiceLevelCallsOfferedTo5 = SUM(ISNULL(SGRT.ServiceLevelCallsOfferedTo5, 0)), Then you set up a custom formula for the SL summary line.  Again - leverage one of the existing reports. "P eripheral Skill Group Real Time All Fields " comes to mind. Regards, Jack Parker ... View more

I am unfamiliar with EIM and how they log time.  That particular report is not using an EIM data source at all, but strictly UCCE.  It would appear that the Agent Available time is being logged slightly off.  In your output, it also looks like the agents are strictly EIM?  You might consider downloading the EIM reports from CCO.  "EIMWIM 10.5 Historical".  Those report off of the EIM data source and not UCCE. Regards, Jack Parker ... View more

I'm not the expert on this data, but I will point out a few things. I believe a TCD record is only written for calls that complete, so the count may not match the SGI count. The calculation for Service Level is quite complex, there are a number of places the Service Level can be over-ridden.  If you dump the SQL for a template which reports Service Level, you can see what I mean. Regards, Jack Parker ... View more

Actually, could you reach out to TAC?  They can put the sustaining team on to this, if you are in Egypt, they are much closer to your time zone. Regards, Jack Parker ... View more

Sounds like we need to look at this together over a webex.  I imagine you to be Egyptian from your name, certainly you appear to be in an earlier time zone.  Are you amenable to a webex?  If so, what timezone are you in?  I'm in EST. Regards, Jack Parker ... View more