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Cisco Bug: CSCvv41354 - Chat report discrepancy in RTR vs CUIC due to XMPP disconnect

Last Modified

Aug 21, 2020

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

12.5(1)

Description (partial)

Symptom:
Chat report discrepancy in RTR vs CUIC due to XMPP disconnect

Conditions:
1.  RTR shows the following :

Total Contacts: 0
Contacts Waiting: 0

2.  A Chat contact comes into the queue (RTR Data) :

Total Contacts : 1
Contacts Waiting: 1


3. If the UCCX SM connection is disturbed (for e.g. restart of CCP XMPP service). the RTR data shows the following : 

Total Contacts : 1
Contacts Waiting : 0
Contacts Abandoned : 1

 4. After a few seconds, the same contact is presented again increasing the Total contacts to 2 :

Total Contacts : 2
Contacts Waiting : 1
Contacts Abandoned : 1

This creates a discrepancy for customers who are comparing RTR reports with CUIC historical reports as CUIC reports for chat shows 1 total contacts received while RTR shows 2.

If the chat is answered by the agent later on(after XMPP connection is re-established), the Chat CSQ Activity report shows Chat Presented 1, Abandoned 1 and handled 0 which is different from RTR :

Total Contacts : 2
Contacts Waiting : 0
Contacts Abandoned : 1
Contacts Handled : 1
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