Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide, Release 9.0(2)
Frequently asked questions
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Frequently asked questions

This chapter contains frequently asked questions (FAQs) and answers to those questions.

The questions and answers throughout this chapter use the following abbreviations for database records:

  • ACDR—AgentConnectionDetail record in the AgentConnectionDetail table
  • ASDR—AgentStateDetail record in the AgentStateDetail table
  • CCDR—ContactCallDetail record in the ContactCallDetail table
  • CQDR—ContactQueueDetail record in the ContactQueueDetail table
  • CRDR—ContactRoutingDetail record in the ContactRoutingDetail table

The FAQs in this chapter are arranged in the following sections

Abandoned Call Detail Activity report


Q. 

How can I correlate multiple abandoned call legs that belong to the same call?

A. 

Match the call start time on the Abandoned Call Detail Activity Report with the call start time in the Detailed Call by Call CCDR Report. Then, look at the session ID and session sequence number on the Detailed Call by Call CCDR Report. Different call legs that belong to the same call have the same session ID but different session sequence numbers.

Q. 

Why does the Initial Call Priority field or the Final Call Priority field show n/a for a call?

A. 

The call was abandoned before it was assigned a priority.

Q. 

What does it mean when an Agent Name field is blank?

A. 

The call was abandoned before it was routed to an agent.

Q. 

What does it mean when an Agent Name field contains a value?

A. 

The call was routed to an agent, the agent did not answer, and the caller hung up.

Q. 

Why do the number of abandoned calls shown on the Abandoned Call Detail Activity Report and the number of calls shown on the Contact Service Queue Activity Report not match?

A. 

These values can differ because a Contact Queue Detail record may mark a call as dequeued while a Contact Call Detail record marks the call as abandoned. For example, consider the following workflow:

StartAccept
Prompt
Select Resource
-Connect
-Queue
--Play Prompt (Prompt2)
--Dequeue
--Play Prompt (Prompt3)
End

If a call is abandoned during Prompt2 or Prompt3, the Contact Queue Detail record will mark the call as dequeued but not abandoned from any queue. The Contact Call Detail record will mark the call abandoned.

In this case, the Contact Service Queue Activity Report will show the call as dequeued from all CSQs for which the call was routed. The Abandoned Call Detail Activity Report will show the call as abandoned from all from all CSQs for which the call was routed.

Another reason is that the call gets aborted after being in the queue.

Such calls get marked as aborted in the Contact Call Detail record, and as dequeued (if it was dequeued before aborting)/abandoned in Contact Queue Detail record. In this case the CSQ reports will display more abandoned calls than the Abandoned Call Detail Activity Report.

Q. 

When an agent transfers a call to another agent and the caller abandons the call, why is the call not displayed in the Abandoned Call Detail Activity report?

A. 

When an agent transfers a call to another agent and the caller abandons the call before the call is answered by the second agent, the first phase of the call is marked as handled and the abandonment of the second phase is not displayed in the Abandoned Detail Call Activity Report. This information cannot be seen in any other report.

Agent Call Summary report


Q. 

In the Agent Call Summary Report, are the ACD Transfer-In and ACD Transfer-Out calls included in the Inbound ACD-Total or the Outbound-Total values?

A. 

These calls are included in the Inbound ACD-Total value.

Q. 

In the Agent Call Summary Report, why is the total number of inbound calls different than the number calls handled on the CSQ Activity Report (by CSQ)?

A. 

The number of calls can differ for these reasons:

  • The Agent Call Summary Report shows calls that are presented to agents and the CSQ Activity Report shows calls that are presented to CSQs. If there are agents included in the Agent Call Summary Report who do not belong to CSQs in the CSQ Activity Report, the Agent Call Summary Report shows more calls.
  • If agent-based routing configured, calls can go to agents directly, without going through a CSQ. In this case, the Agent Call Summary Report shows more calls.
  • The Agent Call Summary Report can include transferred ACD calls. For example, assume that a call is queued for CSQ1 and is then handled by Agent1. Agent1 then transfers the call to Agent2 (without going through a CSQ). In this case, one call is shown as handled on the CSQ Activity Report (through CSQ1 by Agent1). The same is shown twice on Agent Call Summary Report: one as handled by Agent1 (through CSQ1), another as handled by Agent2 (not through a CSQ but as a direct transfer from Agent2).

Agent Detail report


Q. 

Why are the Hold Time and the Work Time fields blank for a call?

A. 

The call was not an ACD call. (IVR calls include Agent-to-Agent calls and external calls made by an agent.) The Unified CCX database does not record hold time and work time for IVR calls.

Q. 

Why does the value in the Duration field not equal talk time + hold time + work time?

A. 

The value in the duration field is calculated as follows:

call end time – call start time

The call start time is when the call rings at the agent extension. The call end time is when the agent leaves Work state. Therefore, the call duration is equal to ring time + talk time + hold time + work time.

Q. 

How can IVR calls be identified?

A. 

The Hold Time and the Work Time fields are blank in the Agent Detail Report.

Agent Login Logout Activity report


Q. 

Why does a less-than sign (<) precede the value in the Login Time field or a greater-than sign (>) precede the value in the Logout Time field?

A. 

A less-than sign (<) indicates that the agent logged in before the report start time. A greater-than sign (>) indicates that the agent logged out after the report end time.

For example, assume that the report start time was 8:00 a.m. (0800) and the report end time was 6:00 p.m. (1800). If the agent logged in at 7:45 a.m. (0745), the Login Time field will show < 8am (or < 0800). If the agent logged out at 6:30 p.m. (1830), the Logout Time field will show > 6pm (or > 1800).

Agent Summary report


Q. 

How is the value in the Average Logged-In Time field calculated?

A. 

This value is calculated as the total logged-in time divided by the number of login sessions.

For example, assume that an agent logs in at 8:00 a.m. (0800), then logs out at 8:30 a.m. (0830), then logs in again at 9:15 a.m. (0915), and then logs out at 10:00 a.m. (1000). In this case, there are two login sessions. The first session lasts 30 minutes and the second session lasts 45 minutes. The average logged-in time is (30+45)/2 = 37.5 minutes.

Q. 

How is Handle Time calculated?

A. 

Handle time = Talk time + Hold time + Work time.

Q. 

How is the value in the Idle Time—Avg field calculated?

A. 

This value is calculated as the total idle time divided by the number of idle sessions.

For example, assume that an agent goes to Not Ready state at 10:00 a.m. (1000), then goes to Ready state at 10:15 a.m. (1015), then goes to Not Ready state at 11:00 a.m. (1100), and then goes to Ready state at 11:05 a.m (1105). In this case, there are two idle sessions. The first session lasts 15 minutes and the second session lasts 5 minutes. The average idle time is (15+5)/2 = 10 minutes.

Q. 

Why do the values in the Talk Time - Avg and the Talk Time - Max fields in the Agent Summary Report not match the value in the Talk Time field in the Agent State Summary Reports?

A. 

The talk time information in the Agent Summary Report comes from the talkTime field in the AgentConnectionDetail table. This value is the time that an Agent spent on an incoming ACD call. The talk time information in the Agent State Summary Reports comes from AgentStateDetail table. These values show the time that an agent spent in the talk state. These values will be different when the agent placed any ACD calls on hold during the reporting period.

Q. 

Does the Agent Summary show information for IVR calls?

A. 

The Agent Summary Report shows information for ACD calls only. The Agent Detail Report shows information for Unified CCX and Unified IP IVR calls.

Application Performance Analysis report


Q. 

What does it mean when the Application ID field contains –1 and the Application Name field is empty?

A. 

The Application ID field will contain –1 and the Application Name field will be empty for Agent-to-Agent calls, IVR calls, Agent-to-Agent transfer/conference consult legs, or any other call that is not placed to a Unified CCX Route Point or associated with an application.

Q. 

Why is the value in the Calls Presented field lower than the total number of calls on the Detailed Call by Call CCDR Report for the same report period?

A. 

The Application Performance Analysis Report counts incoming calls only. The Detailed Call by Call CCDR Report counts incoming calls, outgoing calls (for example, outbound calls made by agents), and internal calls (for example, Agent-to-Agent consult calls).

Q. 

Why does the Application Performance Analysis report show more abandoned calls that the Contact Service Queue Activity Report for the same report period?

A. 

The Contact Service Queue Activity Report includes only abandoned ACD calls. (This report counts an ACD call as abandoned if the caller hangs up while queued for a CSQ or CSQs.) The Application Performance Analysis Report includes abandoned ACD calls and abandoned IVR calls. (This report counts a call as abandoned if the call ends before it is answered by an agent or before it is marked as handled by a workflow.)

Availability of reporting data


Q. 

Is there a report that shows calls per hour per CSQ? For example: 7:00 a.m. to 8:00 a.m., 25 calls , 8:00 a.m. to 9:00 a.m., 35 calls , and 9:00 a.m. to 10:00 a.m., 34 calls.

A. 

The Contact Service Queue Activity Report (by Interval) shows this information. To generate this report for one-hour intervals, set its Interval Length filter parameter to Sixty (60) minute intervals.

Q. 

Is there a way to determine telephone numbers of calling parties?

A. 

The Call ANI fields on the Abandoned Call Detail Activity Report and the Agent Detail Report show this information.

Q. 

How is the following scenario reported? A call is in queue, then is routed to an available agent who does not answer the call, and then is redirected to another agent.

A. 

The Agent Detail Report will show two lines: one for the agent who did not answer the call (ring time is greater than 0; talk time, hold time, and work time are each zero), and one line for the agent who answered the call (talk time is greater than 0).

On the Agent Summary Report, the call appears as presented to the agent who did not answer the call, but not as handled by that agent. The call appears as presented to and handled by the agent who answered the call.

On the CSQ-Agent Summary Report, the call appears as Ring No Answer (RNA) for the first agent.

Q. 

Is there a way to determine the start time and the end time for a call with multiple legs?

A. 

The sessionID fields in the Unified CCX database tables will contain the same value for a particular call. These fields let you identify all database records that relate to the call. The sessionSeqNum fields in the Unified CCX database tables start at 0 and increment by 1 for each leg of a call. These fields let you identify the various legs of a call. (The way in which sessionID and sessionSeqNum values are written to the database depend on the call scenario. For more information and examples, see Writing database records)

The start time of a call is stored in the startDateTime field of the CCDR where sessionSeqNum is equal to 0 and where the sessionID value identifies the call. The end time of that call is stored in the endDateTime field of the CCDR with the highest sessionSeqNum and the same sessionID value.

Q. 

Is there a way to report on menu choices?

A. 

You can create a custom report to show menu choices. To do so use the Set Session Info step in a workflow to store in custom variables digits entered by callers. The contents of such custom variables are stored in the customVariable fields in the CCDR. Use the information in the CCDR customVariable fields when you create custom reports.

Here is an example of how you could prepare a report to show information for a menu with three choices (1, 2, and 3):

  1. For a workflow, define a variable of type session and name it this_session.
  2. Place a Get Contact Info step at the beginning of the workflow.
  3. Set the Session attribute to be variable this_session.
  4. Define a Menu step that has three branches and place a Set Enterprise Call Info step in each branch.
  5. In the General tab of the Set Enterprise Call Info step, click Add.
  6. In the branch for caller-choice 1, enter 1 in the Value field, and choose Call.PeripheralVariable1 from the Name drop-down list.
  7. In the branch for caller-choice 2, enter 2 in the Value field, and choose Call.PeripheralVariable2 from the Name drop-down list.
  8. In the branch for caller-choice 3, enter 3 in the Value field, and choose Call.PeripheralVariable3 from the Name drop-down list.
  9. Create a custom report that will show the values of the customVariable1, customVariable2, and customVariable3 fields in the CCDR.

If calls are to be transferred between workflows and multiple menu choices can be made for a single session, take care to preserve previously entered menu choices. For example, place a Get Session Info step at the beginning of the workflow. If the _ccdrVar1 variable is null, there were no previous entries. If it is not null, when you add a new choice, determine a format for associating a menu choice to a sequence number. In this way, you will be able to prepare accurate reports.

Q. 

If a Unified CCX system does not include a license for Unified CCX Historical Reports, is data still written to the Unified CCX databases?

A. 

Yes.

Q. 

Is there reporting on agent service level agreements (SLAs), such as Cisco Agent Desktop queue time threshold (caution, warning) and Agent talk time SLA (caution, warning)?

A. 

No, but the Unified CCX databases store such data. You can create a custom report to show this information.

Q. 

Is there a report that provides information about calls that were transferred by agents to another CSQ?

A. 

The Detailed Call, CSQ, Agent Report provides information about transferred calls. (The session ID remains the same for a transferred call but the session sequence number increments by 1.) This report also shows the agent who handled each call and the CSQ to which the call was routed.

Q. 

After a record contains data, is stored in memory, and is ready to be written to the Unified CCX database, when is it written to the database?

A. 

Call records (CCDR, CRDR, CQDR)) are written after each call is completed. Agent state records (ASDR) are written after agents change state. Agent connection records (ACDR) are written when an agent leaves Work state or after the call completes (if the agent does not go to Work state).


Note


CCDRs are written after the agent leaves Work state, when applicable. Otherwise they are written after the call ends.


Q. 

Are there summary tables for daily data, which contain the data of a specific day? Are these tables used to create weekly data tables? Are weekly data tables used to create monthly data tables?

A. 

The system stores detailed data. It does not summarize detailed tables to create daily, weekly, or monthly tables.

Q. 

Is there a monthly report that shows statistics for service levels?

A. 

The Contact Service Queue Activity Report (by CSQ or by Interval) shows information about service levels provided to calls handled.

In the Unified CCX Historical Report client system, schedule the Contact Service Queue Activity Report (by CSQ or by Interval) to run monthly.

Q. 

Can I create custom historical reports?

A. 

Yes. You will need Crystal Reports Version 8.5 or Version 10 (Professional or Developer Edition). (Crystal Reports is not included with Unified CCX.) For more information about creating custom reports, see Creating custom reports for Unified CCX

Call Custom Variables report


Q. 

What are the values in the Custom Variable 1 through the Custom Variable 10 fields?

A. 

These fields show the meanings of the custom variables that are specified in a workflow.

For example, a workflow may designate variable1 as the menu option that the caller chooses and designate variable2 as the account number that the caller enters. In this case Custom Variable 1 would show the option value (such as 2) that the caller entered, and Custom Variable 2 would show the account number that was entered.

Common Skill Contact Service Queue Activity report


Q. 

This report is similar to other CSQ reports—why is it useful?

A. 

This report provides additional information for multiple CSQs that are configured with the same call skill but with different competence levels. An incoming call may be queued for the CSQ with the lowest competence level. If no agent is available for a certain period, the call will be queued for the next higher competence level. The summary line in the report displays the summarized statistics for the group of CSQs configured with common skills. A group of CSQs that is configured in this manner is called a logical CSQ.

Q. 

Why are the summary for skill totals not adding up properly in the Common Skill Contact Service Queue Activity Report (by Interval)?

A. 

This report is designed for customers who have logical CSQs configured. A logical CSQ is a group of CSQs configured with the same skill but with different competence levels. When a call comes in to a script that uses the "logical CSQ" approach, it first goes to the CSQ with the lowest skill level. If the wait time exceeds the predefined threshold, the call goes to the next higher skill level. So, the same incoming call can flow within the same group of CSQs. The value on the Calls Presented summary line shows the maximum number of calls presented to all CSQs within the same group rather than the total number of calls presented to all CSQs within the same group. (Calculating the sum could result in counting the same call multiple times because the call could be presented to different CSQs within the same logical group.) For Calls Handled, this reports shows the total number of calls because one call can only be handled by one CSQ. For Calls Abandoned, this report shows the maximum number of all calls abandoned from all CSQs within the same group.

This report is particularly useful for logical CSQs. If you do not have logical CSQs configured, consider using other CSQ reports (Contact Service Queue Activity Report, Contact Service Queue Activity Report by Interval/CSQ).

Contact Service Queue Activity report


Q. 

How are average queue time and maximum queue time calculated?

A. 

The average queue time for a CSQ is calculated as the sum of the queue times for all the calls presented divided by the number of calls presented. The maximum queue time for a CSQ is the longest queue time for a single call among the calls presented.

The individual queue time for each CSQ is stored in the CQDR table. For example, assume that an incoming call is queued for CSQ1 for 5 minutes. Then it is queued for CSQ2 for 10 minutes. Then it is handled by CSQ1. The queue time recorded for CSQ1 in the CQDR table is 5 minutes, and for CSQ2 is 10 minutes.

Q. 

How are average calls abandoned (in the Calls Abandoned—Avg field) and maximum calls abandoned (in the Calls Abandoned—Max field) calculated?

A. 

Average calls abandoned for a CSQ is an average value per day. It is calculated as the total number of calls abandoned for the CSQ divided by the number of days in the report period. Maximum calls abandoned for a CSQ is calculated by determining the number of calls abandoned for each day in the report period and selecting the largest of these values.

Q. 

In the following scenario, is the call counted as abandoned or as handled? The system receives a call, queues it, and plays a prompt giving the caller the option to press 1 to leave a message. The caller presses 1 and leaves a message.

A. 

By default, the call is counted as abandoned instead of handled because it did not connect to an agent. However, if the workflow is designed to mark a call as handled after a caller leaves a message, the call will be counted as handled.

Q. 

If a workflow gives callers the option to transfer to a voice messaging system, is there a way to track the number of callers that make this transfer and leave a message?

A. 

You can design a workflow to store a caller’s key input in one of the custom variables in the ContactCallDetail table. Then you can generate the Call Custom Variable Report and manually count the rows that contain the desired information. Or you can create a custom report to provide this information.

Q. 

Will calls presented always equal calls handled + calls abandoned?

A. 

No. Calls presented = calls handled + calls abandoned + calls dequeued + calls handled by others.

("Calls handled" refers to calls that were connected to an agent in a particular CSQ. "Calls handled by others" refers to calls that were handled by some workflow in a script, and to calls that were queued for multiple CSQs and then handled one of the other CSQs.)

Q. 

Can the Contact Service Queue Activity Report show hourly data? And can hourly reports be generated automatically for each hour of each day?

A. 

To show hourly data for each day, schedule daily reports for the CSQ Activity Report (by CSQ) or the CSQ Activity Report (by Interval). In the Detail tab, set the interval length to 60 minutes. This setting will provide one report each day, divided into 1-hour intervals.

Separate hourly reports are not available, but with the interval length set to 60 minutes, a daily report will display 24 intervals, one for each hour of the day.

Contact Service Queue Activity report (by CSQ)


Q. 

Why does the same CSQ appear twice in this report (and on other CSQ reports)?

A. 

A CSQ has many attributes, including CSQ name, service level, resource selection criterion, and auto work. Some attributes, such as CSQ name and service level, are displayed in the report. Other attributes are not displayed in the report. However, changing any attribute of the CSQ causes a new line to show in the report. For example, if the service level is changed from 10 to 25, two lines of the same CSQ will show in the report. One line will show the old service level value and one line will show the new service level value. Similarly, if Auto Work is changed from 1 to 0, two lines of the same CSQ will also show in the report. Since the Auto Work setting does not appear in the report, the same CSQ will appear twice.

Q. 

How do the four Percentage of Service Level Met fields (Only Handled, Without Abandon, Positive Abandon, and Negative Abandon) differ?

A. 

A handled call is one that is answered by an agent or one that is marked as handled by a workflow. An abandoned call is one that disconnects before an agent answers. Handled and abandoned calls can be divided into these categories: handled within service level, handled after service level, abandoned within service level, and abandoned after service level.

The Percentage of Service Level Met—Only Handled field calculation considers handled calls only. It does not consider abandoned calls. This field shows the percentage of handled calls that were handled within the service level, and is calculated as follows:

(Number of calls handled within service level / Number of calls handled) * 100%

The remaining fields differ in how they account for abandoned calls: not counted, meeting service level, or not meeting service level.

The Percentage of Service Level Met—Without Abandon field calculation does not include information for calls that were abandoned within the service level. This field shows the percentage of presented calls (calls routed to a CSQ), not counting abandoned calls, that were handled within the service level. This value is always less than or equal to the value in the Percentage of Service Level Met—Only Handled field, and is calculated as follows:

(Number of calls handled within service level / (Number of calls presented – Number of calls abandoned within service level)) * 100%.

The Percentage of Service Level Met—Positive Abandon field calculation considers calls abandoned within the service level as meeting the service level. This field shows the percentage of presented calls that were handled or abandoned within the service level, and is calculated as follows:

((Number of calls handled within service level + Number of calls abandoned within service level) / Number of calls presented) * 100%

The Percentage of Service Level Met—Negative Abandon field calculation considers calls abandoned within the service level as not meeting the service level. This file shows the percentage of presented calls that were handled within the service level. This value is less than or equal to the The Percentage of Service Level Met—Positive Abandon field, and is calculated as follows:

(Number of calls handled within service level / Number of calls presented) * 100%

Q. 

How is an abandoned call counted if it was queued for multiple CSQs?

A. 

If a call is queued for multiple CSQs and is then abandoned, it is counted as abandoned from all the CSQs for which it is queued.

For example, assume that a call is queued for CSQ1 and CSQ2 and that the caller hangs up before being routed to an agent. In this case, an abandoned call is counted for CSQ1 and for CSQ2.

Q. 

How is a dequeued call counted if it was queued for multiple CSQs?

A. 

If a call is queued for multiple CSQs, and is handled by one of them, the call is counted as dequeued from each of the other CSQs.

For example, assume that an incoming call is queued for CSQ1, CSQ2, and CSQ3 and that it is handled by an agent from CSQ2. In this case, a dequeued call is counted for CSQ1 and for CSQ3.

Q. 

After the service level for a CSQ is changed, why does the CSQ appear in the report twice, once with the old service level and once with the new service level?

A. 

The Unified CCX database maintains records of old and new service levels. When a new service level is configured, the old record is marked as inactive. The dateInactive field in the ContactServiceQueue table shows the date and time that the new service level was configured. If the value in the dateInactive field is in the report period, the report shows the active (new) and inactive (old) CSQs.

Data reconciliation among reports


Q. 

Why does the Detailed Call by Call CCDR Report show more handled calls than the CSQ reports?

A. 

The CSQ reports show calls that are handled by agents after the calls are queued for a CSQ. The Detailed Call by Call CCDR Report shows those calls and calls that are marked as handled by a workflow script before they are queued for a CSQ.

Q. 

Why does the Application Performance Analysis Report show more calls presented, handled, and abandoned than the CSQ Reports?

A. 

There are two reasons:

  • One incoming call can invoke multiple applications because each leg of the call can invoke a different application. The call is counted once for each application.
  • Calls that are hung up before being queued for any CSQ may be marked as handled or abandoned (depending on the workflow and on when they hung up). Such calls do not have CRDRs or ACDRs and will not be counted on CSQ reports or agent reports. (These calls will be counted in the Application Performance Analysis Report because the calls entered an application.)

Q. 

Why does the Agent Summary Report show more calls handled than the CSQ reports?

A. 

Conference calls to agents will result in one CRDR having multiple ACDRs. The Agent Summary Report counts the number of ACDRs and the CSQ report count the number of CRDRs.

Q. 

How can conference calls be identified?

A. 

To identify conference calls, search for ACDRs with the same session ID and sequence number, with different agent IDs, and with talk time greater than 0.

Q. 

How can calls that were presented to an agent but were not answered be identified?

A. 

To identify such calls, search for ACDRs with talk time equal to zero. In addition, the CSQ-Agent Summary Report shows the total number of RNAs for each agent and for each CSQ. On the Agent Summary Report, Calls Presented minus Calls Handled is the number of calls that went RNA.

Q. 

Why is the total number of calls in the Calls Handled field in the Contact Service Queue Activity Report lower than the number in the Calls Handled Field in the Agent Summary Report?

A. 

The CSQ reports, including the Contact Service Queue Activity Report, report, show activity at the CSQ level. The agent reports, including the Agent Summary Report, shows activity at the agent level.

For handled calls, the Agent Summary Report counts the ACDRs with non-zero talk times (to exclude unanswered calls), and the Contact Service Queue Activity Report counts CQDRs with disposition equal to 2 (handled).

The number of such ACDRs may be larger than the number of such CQDRs for any of the following reasons:

  • If you choose all agents for the Agent Summary Report but choose only one CSQ for the Contact Service Queue Activity Report, the Agent Summary Report will report more handled calls.
  • There may be conference calls that involve multiple agents. In these cases, one CQDR will have multiple associated ACDRs. An associated ACDR has the same sessionID and sessionSeqNum as the CQDR.
  • Agent-to-Agent transfers will result in more ACDRs than CQDRs. If agent A picks up a call from CSQ1, one CQDR and one ACDR are created. When agent A transfers the call to agent B, another ACDR is created, but no CQDR is created.

Q. 

Why do the Agent Summary Report, Contact Service Queue Activity Report, and Application Performance Analysis Report show different values for calls presented?

A. 

The Application Performance Analysis Report shows the highest number of calls presented for the following reasons:

  • One incoming call can invoke multiple applications because each leg of the call can invoke a different application. The same call is counted once for each application.
  • Some calls were terminated before they were queued. Such calls do not have CRDRs (because they were not queued) and are not counted on the Contact Service Queue Activity Report. These calls also do not have ACDRs and are not counted on the Agent Summary Report.

The Agent Summary Report shows more calls presented than the Contact Service Queue Activity Report for either of the following reasons:

  • The same call was queued to a certain CSQ but presented to multiple agents within the CSQ (because an agent did not answer). Such calls are counted once for the Contact Service Queue Activity Report but counted once for each agent involved for the Agent Summary Report.
  • There were conference calls which involved multiple agents.

Q. 

Why is the number of abandoned calls in the Abandoned Call Detail Activity Report higher than the number of abandoned calls in the Contact Service Queue Activity Report?

A. 

Some calls shown in the Abandoned Call Detail Activity Report were abandoned before they were routed to a CSQ (these calls have a blank Call Routed CSQ field), so they are not counted for any CSQ. The Contact Service Queue Activity Report shows calls that were abandoned while they were queued for a CSQ.

Q. 

Why do the CSQ Activity Report and the Agent Summary Report show different values for the Maximum Handle Time? For example, assume that Agent1 belongs only to CSQ1 and CSQ1 does not include any other agent. Why would the Maximum Handle for Agent1 that appears on the CSQ Activity Report be different than the Maximum Handle for Agent1 that appears on the Agent Summary Report?

A. 

An agent from another CSQ handled the call, conferenced in Agent1, and then dropped out. In addition, Agent1 continued the call for longer than the longest talk time of the any call that the agent handled for CSQ1. In this case, the Maximum Handle Time appears for Agent1 on the Agent Summary Report. It does not appear for CSQ1 on the CSQ Activity Report because Agent1 was conferenced in to the call but the call was initially handled by another CSQ.

Q. 

If a call is queued in CSQ 1 and CSQ 2 and then handled by and agent based routing agent, why does the CSQ Unified CCX Stats real-time report show a value of 1 for Contacts Dequeued for both CSQ1 and CSQ2 but the CSQ Activity Report show a value of 0 for Calls dequeued for both CSQ1 and CSQ?

A. 

In this scenario, there should be three CQDRs:

  • One CQDR for CSQ1, with a disposition of Handled_by_other (5) (or of 4 if there is a dequeue step)
  • One CQDR for CSQ2, with a disposition of Handled_by_other (5) (or of 4 if there is a dequeue step)
  • One CQDR one for the agent who handled call through agent based routing, with a disposition of Handled (2).

The CSQ Activity Report shows dispositions 4 and 5 as Handled by Other, so it shows one call as Handled By Other for both CSQ1 and CSQ2. Calls Dequeued is 0 for both CSQs (disposition 3 is reported as Dequeued on the report). The CSQ Unified CCX Stats real-time report counts calls marked as Handled_by_other as dequeued calls. On that report, the Contacts Dequeued column includes calls that were dequeued and handled by another CSQ, by an agent, or by a script.

Q. 

Why are values for Calls Dequeued different on the Contact Service Queue Activity Report (by CSQ or by Interval) and the Contact Service Queue Activity Report?

A. 

On the CSQ Activity Report (by CSQ or by Interval):

Calls Dequeued = calls dequeued via the dequeue step + calls handled by workflow script + calls handled by another CSQ.

On the CSQ Activity Report:

Calls Dequeued = calls dequeued via dequeue step, calls handled by other = calls handled by workflow script + calls handled by another CSQ.

Q. 

Why does the Talk Time field in the Agent Summary Report show 0 but the Talk Time field Agent Detail Report show another value?

A. 

The Agent Summary Report shows ACD calls only, but Agent Detail Report shows Unified CCX and Cisco Unified IP IVR calls. The calls in question are IVR calls, so they do not appear on Agent Summary Report.

Q. 

What can cause a discrepancy between Unified CCX historical reports and Cisco Agent Desktop reports?

A. 

If agent A performs a consult transfer to agent B for an incoming ACD call, a historical report shows two call legs for both agent A and agent B. The Cisco Agent Desktop reports shows two call legs (one inbound and one outbound) for agent A, but only one call leg for agent B.

Q. 

If an agent uses a unique reason code when going to Not Ready state to make outbound calls, why does the Agent Not Ready Reason Code Summary report show a different duration for that reason code than the Agent Detail report shows for the duration of outbound calls for the agent?

A. 

If the agent does not spend the entire duration of time in Not Ready state with the unique reason code making outbound calls, the sum of the duration of outbound calls will be less than the duration spent in Not Ready state with the unique reason code.

Detailed Call by Call CCDR report


Q. 

What are a session ID and a session sequence number?

A. 

A session ID is a unique identification number that the system assigns to a call. This number remains the same for the entire call. The system also assigns a sequence number to each leg of a call. Sequence numbers start at 0 and increment by 1 each time the call is transferred or redirected.

Q. 

Can a call be marked as handled if it is never queued for a CSQ?

A. 

Yes. You can design a workflow to mark such a call as handled.

Q. 

Why are the Hold Time and the Work Time fields blank?

A. 

The call was an IVR call. (IVR calls include Agent-to-Agent calls and external calls made by an agent.) The Unified CCX database does not record hold time and work time for IVR calls.

Q. 

Why does it appear that there duplicate calls on the report?

A. 

The calls in the CCDR Report are not duplicates. They are conference calls, which have the same SessionID, Session Sequence Number, but different talk time because different agents participated in the same call. (The Detailed Call, CSQ, Agent Report shows the names of agents who participated in a conference call.)

Q. 

What does it mean when the contact disposition is 3?

A. 

When the system cleans up a call (which may have remained in the system because of missing events) the system writes a CCDR with the contact disposition dont_care (value = 3).

General


Q. 

How is the number of days calculated in historical reports?

A. 

The number of days is calculated by an SQL function that counts the number of calendar days in an integral number of days. Fractions of a day are counted as an entire day. For example, 10 a.m. (1000) on 5/15 to 10 a.m. (1000) on 5/16 is counted as two days. 12:00:00 a.m. (0000) on 5/15 to 11:59:59 p.m. (1159:59) on 5/15 is counted as one day. 12:00:00 a.m. (0000) on 5/15 to 12:00:00 a.m. (0000) on 5/16 is counted as two days.

Q. 

How can a report on reason codes be generated?

A. 

Reason codes, when configured, are entered by agents when they explicitly transition to Logout state or to Not Ready state. In these cases, reason codes are stored in the ASDR. The Agent Login Logout Activity Report shows logout reason code information in detail. The Agent Not Ready Reason Code Summary Report shows summary information for the Not Ready reason code. The Agent State Detail Report shows Logout reason code and Not Ready reason code in detail.

Reason codes are not stored in the cases shown in the following table. In these cases, the reasonCode field in the ASDR will contain a value of –1.

Agent state in ASDR

Case

Logout

Agent closes the Cisco Agent Desktop without logging out

Logout

IP Phone Agent server or Cisco Agent Desktop crashes

Logout

Agent logs out when logged in to another computer or phone

Not Ready

Normal agent login

Not Ready

Agent receives an IVR call

Not Ready

Agent goes offhook to place a call

Not Ready

Agent fails to answer an ACD call within the specified timeout period

Not Ready or Logout

Agent’s phone goes down

Not Ready or Logout

Supervisor changes the agent’s state from the Cisco Supervisor Desktop


Note


Not Ready codes are system-wide and cannot be configured to be hidden from certain agents.


Q. 

What is the database used for Unified CCX?

A. 

Unified CCX Release 8.0 uses IBM Informix Dynamic Server (IDS) database.

Q. 

Why is the Contact Service Queue Service Level Report, which is available in previous versions of Unified CCX, no longer available in the current version?

A. 

The information that was in this report is distributed among the Contact Service Queue Service Level Priority Summary Report, the Contact Service Queue Activity Report, and the Contact Service Queue Call Distribution Summary Report.

Q. 

Why is the Skill Routing Activity Report, which is available in previous versions of Unified CCX, no longer available in the current version?

A. 

The information that was in this report is available in the Contact Service Queue Activity Report or in the Contact Service Queue Activity Report when filtered to show Skill Groups only.

Q. 

What can cause more than one record to have the same Node ID, Session ID, and Sequence No?

A. 

More than one record can have the same Node ID, Session ID, and Sequence No in the following scenarios:

  • A call is conferenced to a CTI route point
  • A call goes RNA to an agent

Q. 

Why some of the filter parameters selected by the client are not taken into consideration while generating the report?

A. 

Normally, the length of each parameter to the report cannot exceed 800 characters. If the length of the filter parameters that are selected is more than this value, the database server automatically truncates the parameter to 800 characters. Due to this, the stored procedure receives only the first 800 characters of the selected filter parameter thus causing the procedure to ignore the remaining characters and thereby providing an impression that a few parameters were ignored.

Q. 

How do I export historical data to my own Data Warehouse?

A. 

Use third-party database administration tools such as SQuirreL SQL Client or AGS Server Studio to export Unified CCX historical data to your own data warehouse. Use "uccxhruser" as the username to connect to db_cra database.

Traffic Analysis report


Q. 

Why is the value in the Total Incoming Calls field in this report different than the value in the Total Incoming Calls field in the Application Performance Analysis Report?

A. 

An incoming call can have multiple call legs. The Traffic Analysis report counts a call with multiple legs as a single call. However, each call leg may invoke a different application, so the Application Performance Analysis Report counts each call leg as a call.

For example, assume that a call comes into an Auto Attendant and that the caller selects a menu option for Musician Demonstration. The call will have 2 call legs:

Session ID = 1, sequence number = 0, application = "auto attendant"

Session ID = 1, sequence number = 1, application = "musician demonstration"

This call is counted once for the Traffic Analysis Report. It is counted twice for the Application Performance Analysis Report: once for the "auto attendant" application and once for the "musician demonstration" application.