Release Notes
What's new
- Supporting CCE 12.6
- Updating database model to CCE 12.5
- CallType Detail and Handled Detail Report (103)
- Agent Event Detail Report (302, 402)
- Including ECE Classifications into CUIC Wrapup Reports
- Adding "Unanswered" in number and % within CallType Reports
- Providing script to detach viewer database
- Other little changes and improvements (see details below)
- Bugfixes
Compatibility
Cisco Contact Center Software
- Cisco Unified Intelligence Center (CUIC) version 12.5 with COP5 or newer, and 12.6
- Cisco Unified Contact Center Enterprise (UCCE) version 12.0, 12.5 and 12.6
- Cisco Packaged Contact Center Enterprise (PCCE) version 12.0, 12.5 and 12.6
3rd Party Software
- Microsoft SQL Server 2016 Standard Edition 64bit
- Microsoft SQL Server 2017 Standard Edition 64bit
- Microsoft SQL Server 2019 Standard Edition 64bit
Important notes
None
New Features
This section lists new features or functionality for this version.
BREP-476 - Insert ActiveTime instead of ACD- and DN ActiveTime in Agent Performance Reports
Requirements: Replace ACDActiveTime and DNActiveTime incl. the % fields with ActiveTime and %ActiveTime within all Agent Performance reports.
Solution Abstract: The existing separation of active time does not work in case of QueueToAgent calls. That's why the ACD and DN separation should be removed and replaced with the total ActiveTime. Adapt this change within the default views of the following reports:
330, 340, 430, 433, 440, 443
Limitation: -
BREP-438 - Add new Agent Event Detail Report
Requirements: Develop a new Agent Event Detail report. It should show - grouped by Agent and LoginDateTime - all of the times when the agent went to not ready, how long he was in that state and what the reason code was. Also include the Not Ready Reason Category.
Solution Abstract: See previous custom implementations of this report.
Limitation: Not Ready times across several intervals will not be summarized.
BREP-433 - Online Help Transition to Web-Doc
BREP-421 - Script to detach viewer database
Requirements: Detaching data for report import in CUIC should be possible for the viewer database only. This would not require a maintenance window for the running main node, if installing a new viewer database and a new CUIC cluster.
Solution Abstract: Providing an additional script to detach the historical views of the viewer database.
Limitation: -
BREP-420 - Add fields "In Agent Queue Now" and "Oldest Queued DateTime" to Reports 316, 317, 416 and 417
Requirements: In non-ECE (e.g. TaskRouting API) environments, it is possible to queue tasks directly to an agent. The number of tasks directly assigned to an agent and their oldest date time stamp are reflected in reports 310 and 410, but not in reports 316, 317, 416 and 417, introduced with version 3.2.
Solution Abstract: The requested fields are available in the view bs_agent_realtime, which is used by the mentioned reports, but are not included in the (new) views bs_agent_media_aggregated_realtime and bs_agent_media_consolidated_realtime. Additionally, the fields need to be included in the reports 316, 317, 416 and 417.
Limitation: When using ECE, it is not possible to queue a task to an agent directly.
BREP-419 - Add report 103 CallType Detail and Handled Detail
Requirements: Add a report that combines report 101 and 102 from the CallByCall package.
Solution Abstract: This report should combine the details of the handled calls with the details of all calls.
Limitation: For unhandled calls, all the handled details are blank of course.
BREP-414 - Add "Unanswered" in number and % within CallType reports
BREP-409 - Add all tables and fields from CCE 12.5 in version 5.0
BREP-392 - Include ECE Wrapup Reporting to CUIC Reports
BREP-336 - Add Pick and Pull fields into Agent and Team Performance Reports
BREP-316 - Add Pick and Pull fields into CallType Reports
Bug Fixes
This section lists bug fixes for this version.
BREP-479 - PK violation in export_acd in one special case
Symptom: Primary Key violation in load procedure export_acd
Conditions: If there are two records in TCD with the same RCKD, RCK, StartTimeUTC and SequenceNumber and one of them was answered, it creates a conflict in the join with the first or last answered call. It will create a duplicate record that can't be filled into the t_contact_summary table because of a primary key violation.
Workaround: None
Further Problem Description: -