Tag / cuic

by dmacias

Dialed Number, Call Type, and Script Association

Found this gem on the Cisco Support Forums today and I just had to blog about it because it’s awesome!  The OP is looking for a way an easy way to find which ICM dialed numbers are associated with which call type and which call type is associated with which script.  The end result is this work of art:

SELECT dn.DialedNumberString, dn.EnterpriseName AS Dialed_Number_Name, ct.EnterpriseName AS Call_Type_Name, ms.EnterpriseName AS Script_Name
FROM Dialed_Number dn
LEFT OUTER JOIN Dialed_Number_Map dnm ON dn.DialedNumberID = dnm.DialedNumberID
LEFT OUTER JOIN Call_Type ct ON dnm.CallTypeID = ct.CallTypeID
LEFT OUTER JOIN Call_Type_Map ctm ON ct.CallTypeID = ctm.CallTypeID
LEFT OUTER JOIN Master_Script ms ON ctm.MasterScriptID = ms.MasterScriptID

Put this in a CUIC report and you can give the users the power to confirm where things are supposed to route without having to ask you. :-)

~david

by dmacias

Cisco CUIC Creating Value Lists and Collections

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.

Untitled

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(<COLLECTIONIDENTIFIER>)) OR (SELECT COUNT(User_Group.CustomerDefinitionID) 
FROM User_Group (nolock) WHERE UPPER(User_Group.UserGroupName) = UPPER(<COLLECTIONIDENTIFIER>)) = 0 ORDER BY Call_Type.EnterpriseName ASC

Validate your query and save.

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

Untitled1

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

by dmacias

Cisco CUIC Real Time Agent Report with Not Ready Reason Code

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