Cisco Bug: CSCuo32820 - CUIC v9.1.1 Report Template missing Historical TR Info
Dec 29, 2016
- Cisco Unified Contact Center Enterprise
Known Affected Releases
Symptom: The Cisco CUIC v9.x Report Template Reference Guide does not list or mention the Agent Summary reports from the Historical Transitional templates. Conditions: 1. When running the CUIC historical Agent Summary stock reports, weekly, monthly, etc, downloaded from CCO, Templates_UCCE9_Historical_Transitional. (Templates_CCE_9.1_HT_TR_9.1), they display % Occupancy and %Occupancy without Wrap time fields. 2. As far as I can tell, the (% Occupancy), is the percentage of time that the agent has spent in Wrap-up state, after incoming or outgoing calls to/from skill groups in relation to LoggedOntime. The actual calculated field derived from: Agent_Skill_Group_Interval.TalkTime + Agent_Skill_Group_Interval.WrapTime + Agent_Skill_Group_Interval.NotReadyTime + Agent_Skill_Group_Interval. HoldTime )* 1.0 / Agent_Interval.LoggedOnTime The (%Occupancy Without Wrap time), states that it is the percentage of time that the agent has spent talking on calls across skill groups in relation to LoggedOnTime. The actual calculated field, derived from: Agent_Skill_Group_Interval.TalkTime + Agent_Skill_Group_Interval.NotReadyTime + Agent_Skill_Group_Interval. HoldTime ) * 1.0 / Agent_Interval.LoggedOnTime The only difference is stated to be that the % Occupancy report also includes one additional field in the calculation, the Agent_Skill_Group_Interval.WrapTime field 3. Now when using \ reviewing the above definitions, and actually comparing them to the actual ASGI table they are stated the info is derived from, per the ASGI table definition data, there is no WrapTime field, or explicit other fields, in the ASGI table.
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