Cisco CUIC Real Time Agent Report with Not Ready Reason Code

March 12, 2012

I had my first exposure to CUIC last week and was glad to finally see this product and get to play with it.  For the most part it looks just like CUIS, except for the whole appliance model.  The UI is a little more streamlined, but what I remember from CUIS, it’s all there.  Now, one big change is that with CUIC, reports are cut down to a standard set (20 if I remember correctly) as opposed to the dozens of reports available through WebView.  This created some initial confusion as you try to familiarize yourself with what kind of data the new reports have.  Perhaps the best feature is the ability to remove columns from reports and just display the data you want to see.

One report which comes up all the time is an agent real time report showing the agent’s current not ready reason code.  I have an SQL query I use to get this data myself, but now that CUIC is supposed to make it easier to create your own reports, I wanted to give it a shot and create my very first custom report.

First, let’s start with the SQL query which joins the real time agent states as well as reason code tables.

   1:  SELECT [awdb].[dbo].[t_Agent_Real_Time].[SkillTargetID]
   2:          ,[awdb].[dbo].[t_Agent].[EnterpriseName]
   3:        ,[DateTime]
   4:        ,[SkillGroupSkillTargetID]
   5:        ,[ServiceSkillTargetID]
   6:        ,[AgentState]
   7:        ,'Agent State' =
   8:              CASE
   9:                    WHEN [AgentState] = 2 THEN 'Not Ready'
  10:                    WHEN [AgentState] = 3 THEN 'Ready'
  11:                    WHEN [AgentState] = 4 THEN 'Talking'
  12:                    WHEN [AgentState] = 5 THEN 'Wrap Up'
  13:              END
  14:        ,[awdb].[dbo].[t_Agent_Real_Time].[ReasonCode]
  15:        ,[awdb].[dbo].[t_Reason_Code].[ReasonText]
  16:        ,[Extension]
  17:        ,[DateTimeLastStateChange]
  18:    FROM [awdb].[dbo].[t_Agent_Real_Time] 
  19:    JOIN [awdb].[dbo].[t_Reason_Code] ON ([awdb].[dbo].[t_Agent_Real_Time].[ReasonCode]=[awdb].[dbo].[t_Reason_Code].[ReasonCode])
  20:    JOIN [awdb].[dbo].[t_Agent] ON [awdb].[dbo].[t_Agent_Real_Time].[SkillTargetID] = [awdb].[dbo].[t_Agent].[SkillTargetID]
  21:  GO

Now, don’t judge me on a) the poor SQL writing skills or b) my affinity to spacing.  It’s important to understand what the above query is doing to ensure you know where your reason codes are coming from.

Second, you will need to create a new report definition based on the stock Agent Real Time report definition.  You will need to extract the SQL of the report query shown below.

SELECT Agent.EnterpriseName, full_name=(Person.LastName + ‘, ‘ + Person.FirstName) , Skill_Group.EnterpriseName as SkillName, Agent.SkillTargetID, Agent_Real_Time.DateTime, Datepart(yy, Agent_Real_Time.DateTime) as Year, Datepart(mm, Agent_Real_Time.DateTime) as Month, Datepart(ww, Agent_Real_Time.DateTime) as Week, Datepart(dy, Agent_Real_Time.DateTime) as DOY, Datepart(dw, Agent_Real_Time.DateTime) as DOW, CONVERT(char(10),Agent_Real_Time.DateTime,101) as DATE, Agent_Real_Time.SkillGroupSkillTargetID, ServiceName = Service.EnterpriseName, Media = Media_Routing_Domain.EnterpriseName, CASE Agent_Real_Time.AgentState WHEN 0 THEN ‘Logged Out’ WHEN 1 THEN ‘Logged On’ WHEN 2 THEN ‘Not Ready’ WHEN 3 THEN ‘Ready’ WHEN 4 THEN ‘Talking’ WHEN 5 THEN ‘Work Not Ready’ WHEN 6 THEN ‘Work Ready’ WHEN 7 THEN ‘Busy Other’ WHEN 8 THEN ‘Reserved’ WHEN 9 THEN ‘Unknown’ WHEN 10 THEN ‘Hold’ WHEN 11 THEN ‘Active’ WHEN 12 THEN ‘Paused’ WHEN 13 THEN ‘Interrupted’ WHEN 14 THEN ‘Not Active’ ELSE CONVERT(VARCHAR, Agent_Real_Time.AgentState) END AgentState, CASE Agent_Real_Time.PhoneType When 0 THEN ‘Not Mobile’ WHEN 1 THEN ‘Call By Call’ WHEN 2 THEN ‘Nailed Connection’ Else ‘Not Applicable’ END phonetypetext, remotephonenumber = Agent_Real_Time.RemotePhoneNumber, ReasonCode = CASE WHEN Agent_Real_Time.ReasonCode = 0 THEN ‘NONE’ ELSE CONVERT(VARCHAR, Agent_Real_Time.ReasonCode) END , Agent_Real_Time.Extension, Agent_Real_Time.DateTimeLastStateChange, Agent_Real_Time.DateTimeLogin, CASE WHEN RequestedSupervisorAssist = 1 THEN ‘Yes’ ELSE ‘No’ END RequestedSupervisorAssist, CASE Agent_Real_Time.Destination WHEN 1 THEN ‘ACD’ WHEN 2 THEN ‘Direct’ WHEN 3 THEN ‘Auto Out’ WHEN 4 THEN ‘Reserve’ WHEN 5 THEN ‘Preview’ ELSE ‘Not Applicable’ END Destination, CASE Agent_Real_Time.Direction WHEN 1 THEN ‘In’ WHEN 2 THEN ‘Out’ WHEN 3 THEN ‘Other’ ELSE ‘Not Applicable’ END Direction, CASE WHEN Agent_Real_Time.OnHold = 1 THEN ‘Yes’ ELSE ‘No’ END OnHold, Agent_Real_Time.NetworkTargetID, Agent_Real_Time.AgentStatus, Agent_Real_Time.CustomerPhoneNumber, Agent_Real_Time.CustomerAccountNumber, Agent_Real_Time.CampaignID, Agent_Real_Time.QueryRuleID, Duration = DATEDIFF(ss, Agent_Real_Time.DateTimeLastStateChange, CASE WHEN (DATEDIFF(ss, Agent_Real_Time.DateTimeLastStateChange, (SELECT NowTime from Controller_Time (nolock))) <= 0 ) THEN Agent_Real_Time.DateTimeLastStateChange ELSE(SELECT NowTime FROM Controller_Time (nolock)) END), CASE WHEN Agent_Real_Time.Routable = 1 THEN ‘Yes’ ELSE ‘No’ END RoutableText,Agent_Real_Time.DateTimeLastModeChange, Agent_Real_Time.CallInProgress, Agent_Real_Time.MaxTasks, CASE WHEN Agent_Real_Time.AvailableInMRD = 0 THEN ‘No’ WHEN Agent_Real_Time.AvailableInMRD = 1 THEN ‘Yes_ICM’ WHEN Agent_Real_Time.AvailableInMRD = 2 THEN ‘Yes_APP’ ELSE ‘No’ END AvailInMRDText, Agent_Real_Time.DateTimeTaskLevelChange, Agent_Real_Time.RouterCallsQueueNow, Agent_Real_Time.RouterLongestCallQ FROM Agent (nolock), Person (nolock), Media_Routing_Domain (nolock), Agent_Real_Time (nolock) LEFT JOIN Service (nolock) ON Agent_Real_Time.ServiceSkillTargetID = Service.SkillTargetID, Skill_Group WHERE ( Agent_Real_Time.SkillGroupSkillTargetID = Skill_Group.SkillTargetID) and Agent.PersonID=Person.PersonID and Media_Routing_Domain.MRDomainID = Agent_Real_Time.MRDomainID and ( Agent.SkillTargetID = Agent_Real_Time.SkillTargetID ) UNION SELECT Agent.EnterpriseName, full_name=(Person.LastName + ‘, ‘ + Person.FirstName) , convert(varchar,’Not Applicable’), Agent_Real_Time.SkillTargetID, Agent_Real_Time.DateTime, Datepart(yy, Agent_Real_Time.DateTime) as Year, Datepart(mm, Agent_Real_Time.DateTime) as Month, Datepart(ww, Agent_Real_Time.DateTime) as Week, Datepart(dy, Agent_Real_Time.DateTime) as DOY, Datepart(dw, Agent_Real_Time.DateTime) as DOW, CONVERT(char(10),Agent_Real_Time.DateTime,101) as DATE, Agent_Real_Time.SkillGroupSkillTargetID, ServiceName = Service.EnterpriseName, Media=Media_Routing_Domain.EnterpriseName, CASE Agent_Real_Time.AgentState WHEN 0 THEN ‘Logged Out’ WHEN 1 THEN ‘Logged On’ WHEN 2 THEN ‘Not Ready’ WHEN 3 THEN ‘Ready’ WHEN 4 THEN ‘Talking’ WHEN 5 THEN ‘Work Not Ready’ WHEN 6 THEN ‘Work Ready’ WHEN 7 THEN ‘Busy Other’ WHEN 8 THEN ‘Reserved’ WHEN 9 THEN ‘Unknown’ WHEN 10 THEN ‘Hold’ WHEN 11 THEN ‘Active’ WHEN 12 THEN ‘Paused’ WHEN 13 THEN ‘Interrupted’ WHEN 14 THEN ‘Not Active’ ELSE CONVERT(VARCHAR, Agent_Real_Time.AgentState) END AgentState, CASE Agent_Real_Time.PhoneType When 0 THEN ‘Not Mobile’WHEN 1 THEN ‘Call By Call’ WHEN 2 THEN ‘Nailed Connection’ Else ‘Not Applicable’ END phonetypetext, remotephonenumber = Agent_Real_Time.RemotePhoneNumber, ReasonCode = CASE WHEN Agent_Real_Time.ReasonCode = 0 THEN ‘NONE’ ELSE CONVERT(VARCHAR, Agent_Real_Time.ReasonCode) END , Agent_Real_Time.Extension, Agent_Real_Time.DateTimeLastStateChange, Agent_Real_Time.DateTimeLogin, CASE WHEN RequestedSupervisorAssist = 1 THEN ‘Yes’ ELSE ‘No’ END RequestedSupervisorAssist, CASE Agent_Real_Time.Destination WHEN 1 THEN ‘ACD’ WHEN 2 THEN ‘Direct’ WHEN 3 THEN ‘Auto Out’ WHEN 4 THEN ‘Reserve’ WHEN 5 THEN ‘Preview’ ELSE ‘Not Applicable’ END Destination, CASE Agent_Real_Time.Direction WHEN 1 THEN ‘In’ WHEN 2 THEN ‘Out’ WHEN 3 THEN ‘Other’ ELSE ‘Not Applicable’ END Direction, CASE WHEN Agent_Real_Time.OnHold = 1 THEN ‘Yes’ ELSE ‘No’ END OnHold, Agent_Real_Time.NetworkTargetID, Agent_Real_Time.AgentStatus, Agent_Real_Time.CustomerPhoneNumber, Agent_Real_Time.CustomerAccountNumber, Agent_Real_Time.CampaignID, Agent_Real_Time.QueryRuleID, Duration=DATEDIFF(ss, Agent_Real_Time.DateTimeLastStateChange, CASE WHEN (DATEDIFF(ss, Agent_Real_Time.DateTimeLastStateChange, (SELECT NowTime from Controller_Time (nolock))) <= 0 ) THEN Agent_Real_Time.DateTimeLastStateChange ELSE (SELECT NowTime FROM Controller_Time (nolock)) END), CASE WHEN Agent_Real_Time.Routable = 1 THEN ‘Yes’ ELSE ‘No’ END RoutableText , Agent_Real_Time.DateTimeLastModeChange, Agent_Real_Time.CallInProgress, Agent_Real_Time.MaxTasks, CASE WHEN Agent_Real_Time.AvailableInMRD = 0 THEN ‘No’ WHEN Agent_Real_Time.AvailableInMRD = 1 THEN ‘Yes_ICM’ WHEN Agent_Real_Time.AvailableInMRD = 2 THEN ‘Yes_APP’ ELSE ‘No’ END AvailInMRDText, Agent_Real_Time.DateTimeTaskLevelChange, Agent_Real_Time.RouterCallsQueueNow, Agent_Real_Time.RouterLongestCallQ FROM Agent (nolock), Person (nolock), Media_Routing_Domain (nolock), Agent_Real_Time (nolock) LEFT JOIN Service (nolock) ON Agent_Real_Time.ServiceSkillTargetID = Service.SkillTargetID WHERE ((Agent_Real_Time.SkillGroupSkillTargetID = 0) OR (Agent_Real_Time.SkillGroupSkillTargetID IS NULL)) and Agent.PersonID=Person.PersonID and Media_Routing_Domain.MRDomainID = Agent_Real_Time.MRDomainID and ( Agent.SkillTargetID = Agent_Real_Time.SkillTargetID )

Third, modify the SQL query.  Also, it helps a lot to actually arrange the above query and break it down section by section.

 

   1:   
   2:  SELECT 
   3:                  Agent.EnterpriseName, 
   4:                  full_name=(Person.LastName + ', ' + Person.FirstName), 
   5:                  Skill_Group.EnterpriseName as SkillName, 
   6:                  Agent.SkillTargetID, 
   7:                  Agent_Real_Time.DateTime, 
   8:                  Datepart(yy, Agent_Real_Time.DateTime) as Year, 
   9:                  Datepart(mm, Agent_Real_Time.DateTime) as Month, 
  10:                  Datepart(ww, Agent_Real_Time.DateTime) as Week, 
  11:                  Datepart(dy, Agent_Real_Time.DateTime) as DOY, 
  12:                  Datepart(dw, Agent_Real_Time.DateTime) as DOW, 
  13:                  CONVERT(char(10),Agent_Real_Time.DateTime,101) as DATE, Agent_Real_Time.SkillGroupSkillTargetID, 
  14:                  ServiceName = Service.EnterpriseName, 
  15:                  Media = Media_Routing_Domain.EnterpriseName, 
  16:                  CASE Agent_Real_Time.AgentState  
  17:                                  WHEN 0 THEN 'Logged Out' 
  18:                                  WHEN 1 THEN 'Logged On' 
  19:                                  WHEN 2 THEN 'Not Ready' 
  20:                                  WHEN 3 THEN 'Ready' 
  21:                                  WHEN 4 THEN 'Talking' 
  22:                                  WHEN 5 THEN 'Work Not Ready' 
  23:                                  WHEN 6 THEN 'Work Ready' 
  24:                                  WHEN 7 THEN 'Busy Other' 
  25:                                  WHEN 8 THEN 'Reserved'  
  26:                                  WHEN 9 THEN 'Unknown' 
  27:                                  WHEN 10 THEN 'Hold' 
  28:                                  WHEN 11 THEN 'Active'  
  29:                                  WHEN 12 THEN 'Paused' 
  30:                                  WHEN 13 THEN 'Interrupted' 
  31:                                  WHEN 14 THEN 'Not Active' 
  32:                                  ELSE CONVERT(VARCHAR, Agent_Real_Time.AgentState) 
  33:                  END AgentState, 
  34:                  CASE Agent_Real_Time.PhoneType 
  35:                                  When 0 THEN 'Not Mobile' 
  36:                                  WHEN 1 THEN 'Call By Call' 
  37:                                  WHEN 2 THEN 'Nailed Connection' 
  38:                                  Else 'Not Applicable' 
  39:                  END phonetypetext, 
  40:                  remotephonenumber = Agent_Real_Time.RemotePhoneNumber, 
  41:                  ReasonCode = CASE 
  42:                                  WHEN Agent_Real_Time.ReasonCode = 0 
  43:                                  THEN 'NONE' 
  44:                                  ELSE CONVERT(VARCHAR, Agent_Real_Time.ReasonCode) 
  45:                                  END , 
  46:                  Reason_Code.ReasonText,
  47:                  Agent_Real_Time.Extension, 
  48:                  Agent_Real_Time.DateTimeLastStateChange, 
  49:                  Agent_Real_Time.DateTimeLogin, 
  50:                  CASE 
  51:                                  WHEN RequestedSupervisorAssist = 1 THEN 'Yes' ELSE 'No' 
  52:                  END RequestedSupervisorAssist, 
  53:                  CASE Agent_Real_Time.Destination 
  54:                                  WHEN 1 THEN 'ACD' 
  55:                                  WHEN 2 THEN 'Direct' 
  56:                                  WHEN 3 THEN 'Auto Out' 
  57:                                  WHEN 4 THEN 'Reserve' 
  58:                                  WHEN 5 THEN 'Preview' 
  59:                                  ELSE 'Not Applicable' 
  60:                  END Destination, 
  61:                  CASE  Agent_Real_Time.Direction 
  62:                                  WHEN 1 THEN 'In' 
  63:                                  WHEN 2 THEN 'Out' 
  64:                                  WHEN 3 THEN 'Other' 
  65:                                  ELSE 'Not Applicable' 
  66:                  END Direction, 
  67:                  CASE 
  68:                                  WHEN Agent_Real_Time.OnHold = 1 THEN 'Yes' 
  69:                                  ELSE 'No' 
  70:                  END OnHold, 
  71:                  Agent_Real_Time.NetworkTargetID, 
  72:                  Agent_Real_Time.AgentStatus, 
  73:                  Agent_Real_Time.CustomerPhoneNumber, 
  74:                  Agent_Real_Time.CustomerAccountNumber, 
  75:                  Agent_Real_Time.CampaignID, 
  76:                  Agent_Real_Time.QueryRuleID, 
  77:                  Duration = DATEDIFF(ss, Agent_Real_Time.DateTimeLastStateChange, 
  78:                  CASE 
  79:                                  WHEN (DATEDIFF(ss, Agent_Real_Time.DateTimeLastStateChange, (SELECT NowTime from Controller_Time (nolock))) <= 0 ) 
  80:                                  THEN Agent_Real_Time.DateTimeLastStateChange 
  81:                                  ELSE(SELECT NowTime FROM Controller_Time (nolock)) 
  82:                  END), 
  83:                  CASE 
  84:                                  WHEN Agent_Real_Time.Routable = 1 
  85:                                  THEN 'Yes' ELSE 'No' 
  86:                  END RoutableText, 
  87:                  Agent_Real_Time.DateTimeLastModeChange, 
  88:                  Agent_Real_Time.CallInProgress, 
  89:                  Agent_Real_Time.MaxTasks, 
  90:                  CASE 
  91:                                  WHEN Agent_Real_Time.AvailableInMRD = 0 THEN 'No' 
  92:                                  WHEN Agent_Real_Time.AvailableInMRD = 1 THEN 'Yes_ICM' 
  93:                                  WHEN Agent_Real_Time.AvailableInMRD = 2 THEN 'Yes_APP' 
  94:                                  ELSE 'No' 
  95:                  END AvailInMRDText, 
  96:                  Agent_Real_Time.DateTimeTaskLevelChange, 
  97:                  Agent_Real_Time.RouterCallsQueueNow, 
  98:                  Agent_Real_Time.RouterLongestCallQ 
  99:  FROM 
 100:                  Agent (nolock), 
 101:                  Person (nolock), 
 102:                  Media_Routing_Domain (nolock), 
 103:                  Agent_Real_Time (nolock) LEFT JOIN Service (nolock) ON Agent_Real_Time.ServiceSkillTargetID = Service.SkillTargetID 
 104:                  JOIN Reason_Code ON Agent_Real_Time.ReasonCode = Reason_Code.ReasonCode,
 105:                  Skill_Group
 106:  WHERE ( Agent_Real_Time.SkillGroupSkillTargetID = Skill_Group.SkillTargetID) 
 107:                  and Agent.PersonID=Person.PersonID 
 108:                  and Media_Routing_Domain.MRDomainID = Agent_Real_Time.MRDomainID 
 109:                  and ( Agent.SkillTargetID = Agent_Real_Time.SkillTargetID ) 
 110:  UNION SELECT 
 111:                  Agent.EnterpriseName, 
 112:                  full_name=(Person.LastName + ', ' + Person.FirstName) , 
 113:                  convert(varchar,'Not Applicable'), 
 114:                  Agent_Real_Time.SkillTargetID, 
 115:                  Agent_Real_Time.DateTime, 
 116:                  Datepart(yy, Agent_Real_Time.DateTime) as Year, 
 117:                  Datepart(mm, Agent_Real_Time.DateTime) as Month, 
 118:                  Datepart(ww, Agent_Real_Time.DateTime) as Week, 
 119:                  Datepart(dy, Agent_Real_Time.DateTime) as DOY, 
 120:                  Datepart(dw, Agent_Real_Time.DateTime) as DOW, 
 121:                  CONVERT(char(10),Agent_Real_Time.DateTime,101) as DATE, 
 122:                  Agent_Real_Time.SkillGroupSkillTargetID, 
 123:                  ServiceName = Service.EnterpriseName, 
 124:                  Media=Media_Routing_Domain.EnterpriseName, 
 125:                  CASE 
 126:                                  Agent_Real_Time.AgentState 
 127:                                  WHEN 0 THEN 'Logged Out' 
 128:                                  WHEN 1 THEN 'Logged On' 
 129:                                  WHEN 2 THEN 'Not Ready' 
 130:                                  WHEN 3 THEN 'Ready' 
 131:                                  WHEN 4 THEN 'Talking' 
 132:                                  WHEN 5 THEN 'Work Not Ready' 
 133:                                  WHEN 6 THEN 'Work Ready' 
 134:                                  WHEN 7 THEN 'Busy Other' 
 135:                                  WHEN 8 THEN 'Reserved'  
 136:                                  WHEN 9 THEN 'Unknown' 
 137:                                  WHEN 10 THEN 'Hold' 
 138:                                  WHEN 11 THEN 'Active'  
 139:                                  WHEN 12 THEN 'Paused' 
 140:                                  WHEN 13 THEN 'Interrupted' 
 141:                                  WHEN 14 THEN 'Not Active' 
 142:                                  ELSE CONVERT(VARCHAR, Agent_Real_Time.AgentState) 
 143:                  END AgentState, 
 144:                  CASE 
 145:                                  Agent_Real_Time.PhoneType 
 146:                                  When 0 THEN 'Not Mobile'
 147:                                  WHEN 1 THEN 'Call By Call' 
 148:                                  WHEN 2 THEN 'Nailed Connection' 
 149:                                  Else 'Not Applicable' 
 150:                  END phonetypetext, 
 151:                  remotephonenumber = Agent_Real_Time.RemotePhoneNumber, 
 152:                  ReasonCode = 
 153:                  CASE 
 154:                                  WHEN Agent_Real_Time.ReasonCode = 0 THEN 'NONE' 
 155:                                  ELSE CONVERT(VARCHAR, Agent_Real_Time.ReasonCode) 
 156:                  END , 
 157:                  Reason_Code.ReasonText,
 158:                  Agent_Real_Time.Extension, 
 159:                  Agent_Real_Time.DateTimeLastStateChange, 
 160:                  Agent_Real_Time.DateTimeLogin, 
 161:                  CASE 
 162:                                  WHEN RequestedSupervisorAssist = 1 THEN 'Yes' 
 163:                                  ELSE 'No' 
 164:                  END RequestedSupervisorAssist, 
 165:                  CASE 
 166:                                  Agent_Real_Time.Destination 
 167:                                  WHEN 1 THEN 'ACD' 
 168:                                  WHEN 2 THEN 'Direct' 
 169:                                  WHEN 3 THEN 'Auto Out' 
 170:                                  WHEN 4 THEN 'Reserve' 
 171:                                  WHEN 5 THEN 'Preview' 
 172:                                  ELSE 'Not Applicable' 
 173:                  END Destination, 
 174:                  CASE  
 175:                                  Agent_Real_Time.Direction 
 176:                                  WHEN 1 THEN 'In' 
 177:                                  WHEN 2 THEN 'Out' 
 178:                                  WHEN 3 THEN 'Other' 
 179:                                  ELSE 'Not Applicable' 
 180:                  END Direction, 
 181:                  CASE 
 182:                                  WHEN Agent_Real_Time.OnHold = 1 THEN 'Yes' 
 183:                                  ELSE 'No' 
 184:                  END OnHold, 
 185:                  Agent_Real_Time.NetworkTargetID, 
 186:                  Agent_Real_Time.AgentStatus, 
 187:                  Agent_Real_Time.CustomerPhoneNumber, 
 188:                  Agent_Real_Time.CustomerAccountNumber, 
 189:                  Agent_Real_Time.CampaignID, 
 190:                  Agent_Real_Time.QueryRuleID, 
 191:                  Duration=DATEDIFF(ss, Agent_Real_Time.DateTimeLastStateChange, 
 192:                  CASE 
 193:                                  WHEN (DATEDIFF(ss, Agent_Real_Time.DateTimeLastStateChange, 
 194:                                  (SELECT NowTime from Controller_Time (nolock)))  <= 0 ) 
 195:                                  THEN Agent_Real_Time.DateTimeLastStateChange    
 196:                                  ELSE (SELECT NowTime FROM Controller_Time (nolock)) 
 197:                  END), 
 198:                  CASE 
 199:                                  WHEN Agent_Real_Time.Routable = 1 THEN 'Yes' 
 200:                                  ELSE 'No' 
 201:                  END RoutableText , 
 202:                  Agent_Real_Time.DateTimeLastModeChange, 
 203:                  Agent_Real_Time.CallInProgress, 
 204:                  Agent_Real_Time.MaxTasks, 
 205:                  CASE 
 206:                                  WHEN Agent_Real_Time.AvailableInMRD = 0 THEN 'No' 
 207:                                  WHEN Agent_Real_Time.AvailableInMRD = 1 THEN 'Yes_ICM' 
 208:                                  WHEN Agent_Real_Time.AvailableInMRD = 2 THEN 'Yes_APP' 
 209:                                  ELSE 'No' 
 210:                  END AvailInMRDText, 
 211:                  Agent_Real_Time.DateTimeTaskLevelChange, 
 212:                  Agent_Real_Time.RouterCallsQueueNow, 
 213:                  Agent_Real_Time.RouterLongestCallQ 
 214:                  FROM   
 215:                                  Agent (nolock), 
 216:                                  Person (nolock), 
 217:                                  Media_Routing_Domain (nolock), 
 218:                                  Agent_Real_Time (nolock) LEFT JOIN Service (nolock) ON Agent_Real_Time.ServiceSkillTargetID = Service.SkillTargetID
 219:                                  JOIN Reason_Code ON Agent_Real_Time.ReasonCode = Reason_Code.ReasonCode
 220:                  WHERE 
 221:                                  ((Agent_Real_Time.SkillGroupSkillTargetID = 0) OR (Agent_Real_Time.SkillGroupSkillTargetID IS NULL)) 
 222:                                  and Agent.PersonID=Person.PersonID
 223:                                  and Media_Routing_Domain.MRDomainID = Agent_Real_Time.MRDomainID 
 224:                                  and ( Agent.SkillTargetID = Agent_Real_Time.SkillTargetID )

Note line 46 and 104 where the join is made to retrieve the reason text.  Also note that you need to duplicate these lines in the Union Select statement.

Finally, create a new report definition, create a new report based off the definition, and test.  This posts assumes that you know at least the very basics around CUIC.  It doesn’t hurt to know some SQL, personally I know enough to be dangerous, but touch it so seldom that I’m no expert.

Hope this helps others out there as this is a pretty common report and a lot of customer ask for it.

~david

tags: , ,
posted in Cisco, Technology by dmacias

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13 Comments to "Cisco CUIC Real Time Agent Report with Not Ready Reason Code"

  1. mark wrote:

    Do you know how to make a summary report for not ready reason codes?

  2. Mike wrote:

    I’m trying to replicate what you have here, but was wondering what version of CUIC you are using here.

    Thanks in advance,
    Mike

  3. dmacias wrote:

    Hi Mike, at the time of this posting I was using 8.5.x, I can’t remember the exact x version, but it was 8.5. Are you having some issues getting this working?

  4. Rick wrote:

    I’m confused. How hard should it be to get a basic report on reason code. Everyone needs this report. I don’t understand the code above. It looks like a lot of work. Is it any easier with cuic premium? I have been told that you can export the reports from CCE’s Cuic software, is this true?

  5. dmacias wrote:

    Yes, much easier with Premium, yes you can export the reports and import them into standard. What version are you running I might be able to help you out.

  6. bigboy1 wrote:

    does anyone have the sql code for ms access 2007 agent state detail….the above is for reat time…

  7. dmacias wrote:

    What is the problem you’re facing?

  8. Anonymous wrote:

    I have a odbc connection and I am looking for the sql code for the premium package…..do you have it?

  9. stewy wrote:

    what is the problem you’re facing? answer

    I have an odbc connection and I am backing ending the data table, want to only refresh for current data….do you no the sql code for not ready reason codes for premium package?

  10. dmacias wrote:

    Yes, that’s what is included in the above post. The SQL is posted in the story.

  11. bigboy1 wrote:

    will i need the entire sql code posted in story? are will i have to extract the parts i need?

  12. bigboy1 wrote:

    will this work?

    SELECT
    Informix_agentstatedetail.eventdatetime,
    Informix_agentstatedetail.reasoncode,

    Case ([Informix_agentstatedetail].[reasoncode]),
    WHEN ‘1’ THEN ‘Not Ready Default’
    WHEN ‘2’ THEN ‘Break’
    WHEN ‘3’ THEN ‘Consult Tier’
    WHEN ‘4’ THEN ‘Emails’
    WHEN ‘5’ THEN ‘GRH’
    WHEN ‘6’ THEN ‘Lunch’
    WHEN ‘7’ THEN ‘Meeting’
    WHEN ‘8’ THEN ‘Not Ready’
    WHEN ‘9’ THEN ‘Personal’
    WHEN ’10’ THEN ‘Restroom’
    WHEN ’11’ THEN ‘Supervisor Coaching’
    WHEN ’12’ THEN ‘Testing’
    WHEN ’13’ THEN ‘Training’
    WHEN ’14’ THEN ‘Trouble Reports’
    WHEN ’15’ THEN ‘System Trouble’
    WHEN ’16’ THEN ‘Walk-in’
    WHEN ’17’ THEN ‘Workstation Maintenance’
    WHEN ’18’ THEN ‘Wrap-up’
    WHEN ’19’ THEN ‘Projects’

    ELSE ‘unknown’
    END AS AgentState,

    Informix_resource.FirstName AS FirstName,
    Informix_resource.LastName AS LastName,
    Informix_resource.resourcename AS Agent Name

    FROM
    agentstatedetail INNER JOIN
    agentid ON agentstatedetail.agentid = agentstatedetail.agentid INNER JOIN
    Profileid ON agentstatedetail.profileid = agentstatedetail.profileid

    ORDER BY

    resourcename.Agent Name

  13. bigboy1 wrote:

    in access 2007

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