dmacias . org » Cisco

Cisco CUIC Creating Value Lists and Collections

dmacias — Wed, 14 Mar 2012 08:35:37 +0000

This one should be pretty simple, but figure I would add it here for posterity’s sake. I wanted to setup a real time Value List of all the call types, then break down my Value List into smaller Collections for each specific type of call type.

First step is to log in to CUIC and got to Value Lists and click on Create.

The Value List Query:

SELECT Call_Type.CallTypeID AS ID, Call_Type.EnterpriseName AS VALUE FROM Call_Type (nolock)

Order by Call_Type.EnterpriseName

The Collection Query:

SELECT Call_Type.CallTypeID AS ID, Call_Type.EnterpriseName AS VALUE FROM Call_Type (nolock)

WHERE Call_Type.CustomerDefinitionID = (SELECT User_Group.CustomerDefinitionID FROM User_Group (nolock)

WHERE UPPER(User_Group.UserGroupName) = UPPER()) OR (SELECT COUNT(User_Group.CustomerDefinitionID)

FROM User_Group (nolock) WHERE UPPER(User_Group.UserGroupName) = UPPER()) = 0 ORDER BY Call_Type.EnterpriseName ASC

Validate your query and save.

Second, click on your Value List and click on Collections.

Notice the Collection Type of Wildcard which allows your create a wildcard which references all your call types. This could be French* or CustomerService*. Hit Save, Populate Values, and confirm the values to ensure the collection has the call types you’re looking for.

~dmacias

Cisco CUIC Real Time Agent Report with Not Ready Reason Code

dmacias — Tue, 13 Mar 2012 01:48:23 +0000

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

David gets a gold star (Cisco Support Community)!

dmacias — Thu, 15 Sep 2011 21:23:19 +0000

I like to contribute a lot to Cisco’s NetPro Forums, now called Cisco Support Community. I’ve been a member since 2005 and love the community since everyone seems to help everyone out a lot. For this particular reason I feel inclined to give back as much as possible. That being said, when you post a reply posters can give you points for how good your response was or how much it helped them. So, that’s one way to get some recognition if you’re actually being helpful.

That being said, there are different levels based on how many points you’ve been awarded. Just recently I reached the gold start level by surpassing 750 points. While I still have a long way to go to catch some of the top contributors who are in the 10s of thousands of points, it does feel nice to hit a small milestone.

~dmacias

David get’s a silver badge

dmacias — Wed, 17 Jun 2009 15:00:23 +0000

I try to stay involved with Cisco’s forum as to try to give back to the community a bit as well as trying to get some knowledge from the masses. While I’m not a know it all it’s nice to have a little bit of recognition. Last week i went from Bronze to Silver, which based on points others award you for the answers you provide. :-)

I have a long way to go before getting those 25k points… wonder if I could turn them in for cool Cisco gear?

~david

Frustrations with Cisco’s ICM Script Editor

dmacias — Sat, 07 Feb 2009 15:32:06 +0000

So, I’ve been working with ICM scripts for what feels like ages, but in reality is more like 5 years. In the last 2 years though I spend more time scripting than anything else… well except documentation, but that’s another story.

Regardless, here are a few frustrations I constantly face when using ICM script editor.

1. No find and replace. This should be very easy to do and would help greatly, specially when working with CVP and you need to modify a VXML URL or when you’re working with formulas which need to be updated to include some new variable.

2. Copy and paste does not respect the fact that you’ve specified the Snap to Grid option. Yes, copy and paste rocks when you need to write a bunch of scripts which are similar, however, having to remember to snap your recently pasted script to the grid is a pain in the butt and I often forget it.

3. Call Tracer. Personally, I would like to see the call tracer as an independent window which can be sent to the back ground. If you’re working with a very small screen, you have to move the tracer around while looking at your script. In addition, the windows can be so much bigger by default. Can’t they just auto-size? See below.

4. Formula Editor. Is there really no better way to display the formulas being written? Some of my formulas are pretty long which require that I writ them on TextPad first then move them to Script Editor. This allows me to lay them out a little better, specifically when trying to make sure I have enough parenthesis. For example, the formula below shows up like this:

(((ValidValue(CallType._Sales_Q_International.AvgSpeedAnswerTo5,0))+(ValidValue(CallType._Sales_Q_International.AvgSpeedAnswerTo5,0))+(ValidValue(CallType._Sales_Q_International.AvgSpeedAnswerHalf,0))+(ValidValue(CallType._Sales_Q_International.AvgSpeedAnswerHalf,0))+(ValidValue(CallType._Sales_Q_International.AvgSpeedAnswerToday,0)))/((2*((ValidValue(CallType._Sales_Q_International.AvgSpeedAnswerTo5,0))/(ValidValue(CallType._Sales_Q_International.AvgSpeedAnswerTo5,1)))+(2*((ValidValue(CallType._Sales_Q_International.AvgSpeedAnswerHalf,0))/(ValidValue(CallType._Sales_Q_International.AvgSpeedAnswerHalf,1))))+1))* CallType._Sales_Q_International.RouterCallsQNow)>60

Surely, there’s a better way to display this.

One thing I miss about Genesys is their slick UIs and Cisco knows nothing about UIs. Hope to see some changes in the future, but I wouldn’t bet on it.

~dmacias

Cisco Acquires Jabber

dmacias — Fri, 19 Sep 2008 18:56:14 +0000

Well, I’m surprised it took this long. Read all about it. I’m a huge fan of Jabber and I’m hope the best for the platform and an easy integration into Cisco’s Unified Messaging technology.

~david

Finally got a star!

dmacias — Mon, 04 Aug 2008 10:30:36 +0000

So, I’ve been trolling Cisco’s NetPro for a while. Use it all the time I run into an issue and Google returns nothing which might resolve it. So, NetPro has this thing where you can get points and earn stars and of course I just got mine. Feels kind of nice. :-)

david