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- About jasondurie@moonjet.com
jasondurie@moon
Beginner
17+ Years of Contact Center at Cisco Systems, working on our internal Contact Center. Since then, I've worked with First Republic Bank, ServiceNow, and NWN.
Expertise:
UCCE, IPIVR, CVP, ITIL, CUIC
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Member since
12-01-2015
18
Posts
59
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Created by
jasondurie@moon
in Contact Center
04-22-2019
01:23 PM
04-22-2019
01:23 PM
I am not a Cisco employee so cannot provide you any official answer. If you read the thread above, you will see several other statistical outputs which you can compare your stats to. In my opinion, your stats (with the exception of 10-Apr-2019) appear at the low end of what people have posted, meaning, in my experience, not worth investigating. In my case, the business/customer did not accept that answer, so what we did to investigate is run a dynamic report of 50002 errors with agent name/extension and timestamp for about 4 hours from morning to lunch, then after lunch, went around with a pad of paper and interviewed each agent with a 50002 and categorized the responses we got. We got things like "oh, yeah, I had my finesse window active in the background, accidentally, clicked on a link from a spreadsheet, and it opened the link in the active finesse window" or "my finesse tab just disappeared". things like that. We then provided the results to the business and indicated that it is nearly impossible to prevent agents from these types of behaviors and they stopped asking about them. If we found 50002 to all occur at a specific point in time, then that is likely a server/network side event cause and we always investigate those without being asked. Hope that helps.
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Created by
jasondurie@moon
in Contact Center
04-11-2019
09:35 AM
04-11-2019
09:35 AM
In the thread prior, you can see other statistics from other customers. Yours look in line, but you do have some outliers that you might want to investigate root cause. For example: 10/04/2019 767 0.105475649760 731 3963 418 745. You had a low of 2% and high of 10%. What happened on 10/4/2019 that caused a significant increase? You might dig deeper into that day and see of a large number of agents threw a 50002 at the same point in time, suggesting a network issue or momentary failure of some component of your system.
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Created by
jasondurie@moon
in Collaboration Blogs
02-28-2019
05:54 PM
02-28-2019
05:54 PM
I (Actually, someone I work with showed me) found a solution to this. If you are seeing this error when first creating the report definition, the trick is to create a "fake" simple query that works to generate your parameters and fields. Then Save the definition. Then go back in and paste in your original query. This worked for me using a linked server that did NOT have ANSI_WARNINGS or ANSI_NULLS defined at the server level.
Example: FAKE QUERY
Query Type: Anonymous block
Database: UCCE_Historical
Query:
SET ANSI_WARNINGS ON;
SET ANSI_NULLS ON;
SELECT 2019 AS Year, 2 AS Month, 8 AS Week, 49 AS DOY, 2 AS DOW, '02/18/2019' AS DATE, 7140 AS IVRCalls, 10 AS SCRCalls, 10 AS SCRRecordings, 0.12345 AS PerRecorded;
Then Create Parameters (should be none)
Then Create Fields (should succeed at creating the parameters for the fields above. Note: you should generate a fake query that creates the field types you want, for example, for DECIMAL 10 AS Calls, for a TEXT '10' AS Calls, for a DATETIME getdate() AS EndDate, etc)
Save Report Definition
Then go back in and paste the original query you were trying to create.. my example is below
SET ANSI_WARNINGS ON;
SET ANSI_NULLS ON;
-- ORIGINAL FAKE QUERY COMMENTED OUT SELECT 2019 AS Year, 2 AS Month, 8 AS Week, 49 AS DOY, 2 AS DOW, '02/18/2019' AS DATE, 7140 AS IVRCalls, 10 AS SCRCalls, 10 AS SCRRecordings, 0.12345 AS PerRecorded;
-- BEGIN ACTUAL QUERY
declare @StartDate DateTime, @EndDate DateTime
set @StartDate=:start_date
set @EndDate=:end_date
;WITH CCA_IVRDATA(Year, Month, Week, DOY, DOW, DATE, IVRCalls) AS
(SELECT Year= Datepart(yy, DateTime),
Month= Datepart(mm, DateTime),
Week=Datepart(ww, DateTime),
DOY=Datepart(dy, DateTime),
DOW=Datepart(dw, DateTime),
DATE = CONVERT(char(10),DateTime, 101),
IVRCalls=COUNT(*)
FROM Route_Call_Detail
WHERE DateTime BETWEEN @StartDate AND @EndDate
GROUP BY Datepart(yy, DateTime),
Datepart(mm, DateTime),
Datepart(ww, DateTime),
Datepart(dy, DateTime),
Datepart(dw, DateTime),
CONVERT(char(10),DateTime, 101)),
etc... the rest of your query...
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Created by
jasondurie@moon
in Contact Center
11-13-2018
10:14 AM
11-13-2018
10:14 AM
Your use case is valid. Use Case #2. Agent is momentarily disconnected from Finesse while their browser is backgrounded for whatever client side reason. They think they are still ready but they are not.
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Created by
jasondurie@moon
in Contact Center
11-13-2018
09:14 AM
11-13-2018
09:14 AM
I don't know about Joe, but our reason would be simple. WFM- Adherence.
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Created by
jasondurie@moon
in Contact Center
11-12-2018
04:20 PM
11-12-2018
04:20 PM
We've also been discussing this option.
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Created by
jasondurie@moon
in Contact Center
11-05-2018
12:53 AM
11-05-2018
12:53 AM
Results from three customers:
Customer ONE:
Date Agents 50002dedups_Hours_% Logins HoursLoggedIn 50002_dedup 50002s 2018-10-22 219 0.097285067873 191 1326 129 1082 2018-10-23 213 0.080704328686 189 1363 110 923 2018-10-24 213 0.126013264554 189 1357 171 1127 2018-10-25 217 0.146994931209 192 1381 203 1291 2018-10-26 215 0.097451274362 187 1334 130 1244 2018-10-27 36 1.116279069767 7 43 48 1296 2018-10-28 30 22.000000000000 1 3 66 1276 2018-10-29 226 0.128401953942 204 1433 184 1207 2018-10-30 225 0.068868587491 198 1423 98 1106 2018-10-31 227 0.091718001368 203 1461 134 1002 2018-11-01 217 0.082327892122 207 1409 116 709 2018-11-02 206 0.091269841269 183 1260 115 1043 2018-11-03 41 0.812500000000 9 64 52 1381 2018-11-04 31 18.000000000000 3 3 54 1350 2018-11-05 28 NULL 0 NULL 5 162
Dates with data out of range are weekends were with unusual traffic or planned maintenance, so should be ignored. Looks like this Customer hovers around 8.5% 50002 errors per hour logged in. This query focuses only on the initial occurrence and filters out repeats at the interval.
Customer sample 2 (this customer uses WFM and adherence is important to them, hence lower numbers than Customer sample 1 above) around 4% 50002 per hour logged in.
Date Agents 50002dedups_Hours_% Logins HoursLoggedIn 50002_dedup 50002s 2018-10-22 949 0.048904296149 898 8077 395 3544 2018-10-23 955 0.037229641886 942 8461 315 1872 2018-10-24 991 0.038420236248 975 8381 322 1946 2018-10-25 886 0.134738899748 878 7162 965 3620 2018-10-26 889 0.041318681318 863 6825 282 3549 2018-10-27 244 0.056478405315 190 1505 85 4105 2018-10-28 35 NULL 0 NULL 0 3360 2018-10-29 960 0.044881125667 928 8244 370 3149 2018-10-30 994 0.033484963356 981 7914 265 2470 2018-10-31 1003 0.041812333939 959 7151 299 4116 2018-11-01 974 0.046942400405 915 7882 370 5276 2018-11-02 905 0.063762909744 835 6681 426 5861 2018-11-03 307 0.058593750000 232 1792 105 6246 2018-11-04 58 NULL 0 NULL 0 5700 2018-11-05 58 NULL 0 NULL 0 57
Customer Sample 3: Customer appears around 6% per hour logged in.
Date Agents 50002dedups_Hours_% Logins HoursLoggedIn 50002_dedup 50002s 2018-10-22 93 0.071216617210 93 674 48 67 2018-10-23 89 0.072164948453 89 679 49 86 2018-10-24 93 0.059405940594 92 707 42 103 2018-10-25 90 0.054054054054 89 666 36 77 2018-10-26 86 0.057722308892 85 641 37 66 2018-10-27 1 NULL 1 7 0 0 2018-10-29 93 0.041786743515 93 694 29 59 2018-10-30 92 0.059574468085 91 705 42 65 2018-10-31 87 0.029411764705 87 646 19 26 2018-11-01 84 0.062500000000 84 640 40 61 2018-11-02 84 0.053833605220 84 613 33 42 2018-11-03 2 NULL 2 14 0 0
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Created by
jasondurie@moon
in Contact Center
11-05-2018
12:10 AM
11-05-2018
12:10 AM
I have updated my original post to make this thread more efficient.
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Created by
jasondurie@moon
in Contact Center
09-06-2018
01:36 PM
09-06-2018
01:36 PM
50002 errors can never be eliminated entirely, but how do you know you have done enough to eliminate them? What is normal vs excessive? We have developed a metric that can be shared across Cisco partners and customers that will help us all determine where we stand in the industry.
Run the query below against your UCCE instance and share the results. This query basically provides statistics and ultimately a ratio of 50002 errors per agent hour logged in (50002dedups_Hours_%).
select
convert(date, Date) Date,
count(1) Agents,
1.0*nullif(sum([50002_dedups]), 0) / nullif(sum(HoursLoggedIn), 0) [50002dedups_Hours_%],
sum(Logins) Logins,
sum(HoursLoggedIn) HoursLoggedIn,
sum([50002_dedups]) [50002_dedup],
sum([50002s]) [50002s]
from
(
select
*,
datediff(HH, LoginDate, LogoutDate) HoursLoggedIn -- hours logged in
from (
select
SkillTargetID,
convert(date, DateTime) Date,
max(case when Event=1 then 1 else 0 end) Logins, -- only count 1 login per agent per day
min(case when Event=1 then aed.DateTime else null end) LoginDate,
max(case when Event=2 then aed.DateTime else null end) LogoutDate,
sum(case when Event=3 and ReasonCode=50002 then 1 else 0 end) [50002s],
sum(case when Event=3 and ReasonCode=50002 and Duration<>900 and Duration<>1800 then 1 else 0 end) [50002_dedups] -- remove duplicate 50002 (15 min interval = 900 seconds, 30 min interval = 1800 seconds)
from Agent_Event_Detail aed
where aed.DateTime >= convert(date, getdate()-14) -- last 14 days
group by aed.SkillTargetID, convert(date, DateTime) -- group by agent, then day
) A
) B
group by convert(date, Date)
order by convert(date, Date)
I get asked about this error code everywhere I go, and when it is not correlated to a server-side or network event, it is often a rat hole that never seems to end. Use the results of this query to help determine if it is worth the effort or not to investigate causes of 50002 in your environment. The power of this data is when you share your results with the community. Thanks for participating.
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Created by
jasondurie@moon
in Contact Center
12-08-2017
08:50 AM
12-08-2017
08:50 AM
We resolved the issue with the following: We switched to using jtds-1.3.1.jar for the sql driver, and the contents of the context.xml shown below: <Context> <!-- Default set of monitored resources --> <WatchedResource>WEB-INF/web.xml</WatchedResource> <Manager pathname="" /> <Resource name="jdbc/ICM" auth="Container" type="javax.sql.DataSource" driverClassName="net.sourceforge.jtds.jdbc.Driver" factory="org.apache.tomcat.jdbc.pool.DataSourceFactory" url="jdbc:jtds:Sqlserver://[IP Address]:1433/atp_baA;user=cvp;password=whatever;" /> </Context>
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Created by
jasondurie@moon
in Contact Center
11-14-2017
12:28 PM
11-14-2017
12:28 PM
We are getting the same SSL related error, but there is no custom Java code used. We have CVP 11.5, UCCE 11.5, sqljdbc4.jar, edited context file as suggested. Preferrably, we would like to disable SSL altogether.
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Created by
jasondurie@moon
in Contact Center
10-13-2017
12:50 PM
10-13-2017
12:50 PM
The value of Courtesy Callback is that callers no longer have to sit on the phone and wait in queue. So, how do we subtract that off-phone wait time from the AnswerWaitTime (say in the Call_Type_Interval table) within CUIC and show our customers? I believe it would be subtracting the corresponding data from the CVP CallbackHistorical Report (Queue Entry Time - Queue Leave Date and Time). Is this data available in the UCCE Database directly somehow as it would not be possible to create a CUIC report across two Data Sources that I know of. Furthermore, this would require reporting against the TCD table, which we do not want to expose reporting against this table to customers. Ideas? Suggestions?
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Created by
jasondurie@moon
in Contact Center
09-19-2017
12:05 PM
09-19-2017
12:05 PM
Thank you Denise. That is what I was thinking was happening. I think the best solution at this point is to create a new report in CUIC and replace the Queue Statistics gadget with the desired report. Would the Finesse team be willing to give up the SQL from their Queue Statistics Gadget? That SQL would be useful for other purposes.
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Created by
jasondurie@moon
in Contact Center
09-15-2017
07:19 PM
09-15-2017
07:19 PM
Thanks Denise. I tried a restart of our finesse servers and it did not clear the association. Still seeing the old skill groups, and there is no membership in config manager.
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Created by
jasondurie@moon
in Contact Center
09-15-2017
12:49 PM
09-15-2017
12:49 PM
In the following URL: Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise Release 10.0(1) - Cisco Finesse desktop interfac… It indicates that, "The Queue Statistics gadget displays a list of the queues for which you are responsible." How does it determine which queues a supervisor is responsible for? We have migrated from Skill Groups to Precision Queues, and would like to remove visually the display of the old Skill Groups in the Queue Statistics Gadget, while not losing historical reporting. My supervisor agent does not have any of the old Skill Groups in Skill Group Explorer nor in the Skill Group membership tab of Agent Explorer, yet the skills are still showing up. Can anyone advise on how this code determines which skill groups/precision queues to display and how to accomplish this? Thanks!
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| Date Registered | 12-01-2015 01:09 PM |
| Date Last Visited | 11-27-2019 08:04 AM |
| Total Messages Posted | 18 |
| Total Helpful Votes Received | 59 |
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