Discrepancy In Number Of Acd Calls Shown On Custom Reports; Priority Summary Activity Report Chart Prints Only Partly In Color; Scheduled Historical Reports Do Not Run And Message Appears In Ciscosch.log File - Cisco Unified Contact Center Express Servicing And Troubleshooting Manual

CRS Historical Reporting Problems

Discrepancy in number of ACD calls shown on custom reports

Symptom
of the day, totaling 244 calls. The other report shows the number of ACD calls for the entire report
period, totalling 243 calls. Such discrepancies happen for other days as well, the difference being as
many as four calls.
Error Message None.
Possible Cause
Recommended Action
alternatively count call legs, instead of entire calls, and the totals on the first report and the second report
will match. Then "select count distinct sessionID" becomes "select count distinct (sessionID,
sessionSeqNum) pairs." However, be advised that this would change the definition of counting calls for
the entire call center.

Priority Summary Activity Report chart prints only partly in color

Symptom
of the chart does not.
Error Message None.
Possible Cause
Recommended Action
the output file.
Scheduled Historical Reports do not run and message appears in CiscoSch.log
file
Symptom
system, scheduled historical reports might not run and you might see a message in the CiscoSch.log file.
Error Message
MaxConnections of database value.
Possible Cause
If this situation occurs but you can run the report directly from the CRS Historical Reports client system,
follow these steps:
From Internet Explorer on the Historical Reports client system, choose Tools > Internet Options.
Step 1
Click Connections.
Step 2
Click LAN Settings.
Step 3
The Use a Proxy Service check box will be checked if you are using a proxy server.
Step 4
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
8-50
When running user-created custom reports, one report shows the number of calls for each hour
If some ACD calls are transferred, the result can be that two or more call legs fall in
different hours of the day. Therefore, the call is counted once in the first report and twice in the
second.
The software is working as designed. If this is not acceptable, you could
The outer edges of the Priority Summary Activity Report pie chart print in color, but the middle
This problem occurs when you print directly from the Cisco CRS Historical Report Client
Viewer and is related to the third-party printing driver from Crystal Decisions.
Export the report to PDF output or any other supported file format and print from
If you are using a proxy service in Internet Explorer on the CRS Historical Reports client
[CRS_DATABASE] entry not found in the properties file. Failed to validate user or get
You are attempting to run the reports from a proxy service.
Chapter 8 Troubleshooting Tips