Release Notes
What's new
- We now have two report bundles available, with and without the time zone feature included. The bundle without the time zone feature offers better performance, where no time zone conversion is needed.
- Report 145 is now available as a separate report for new installations to prevent issues during upgrades
- Transfer targets are now directly available within calltype_handled data for BI exports for better performance
- Consultation call details are now available within acd contact history table to be used for BI exports
- ECE event data got improved with some additional calculations
- New ECE report to verify the configuration of the custom activity field mapping
- Other little changes and improvements (see details below)
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-562 - Calculate EventDuration based on timestamp differences within bs_ece_event_detail
Requirements: EventDuration should be calculated based on timestamps as a workaround, because eGain won't fix this issue.
Solution Abstract: Calculate the duration based on the instructions from eGain/Cisco TAC Case. Verify the performance and include it into the data extract procedure, if the logic within the view does not work efficiently.
Limitation: This does not work for outbound emails. There we have to keep the values provided by eGain.
BREP-558 - Add drilldown in report 103 to 001
Requirements: Reports 101 and 102 in the CallByCall package both offer a drilldown to report 001, but report 103 (which is a combination of reports 101 and 102) does not offer this drilldown.
Solution Abstract: Add a drilldown to report 001 when clicking on the field "RouterCallKey" (as it is in reports 101 and 102)
Limitation: None
BREP-557 - Change drilldown from report 110 to 130
Requirements: Using the CallTypeName field in the drilldown might cause a time-out when performing a drilldown, as it is not indexed.
Solution Abstract: Change the report field to CallTypeID (is CallTypeName at the moment), set the historical filter field Fi00001 to "Today" and remove the existing "DateTime" filter
Limitation: None
BREP-551 - Remove report 145 from standard Reporting package
BREP-545 - Add views for Dialed_Number and Dialed_Number_Map
Requirements: For troubleshooting purposes, it would be useful to have views in the bs_Reporting database pointing to the Dialed_Number and Dialed_Number_Map configuration views on the AWDB.
Solution Abstract: Implement the views in the Setup script
Limitation: None
BREP-544 - Reduce retention time of Event History Case Management data
Requirements: On large systems, the table t_EGPL_EVENT_HISTORY_CASE_MGMT can contain several million records with the default retention time of 400 days (example on customer system with ECE: around 103 million records). Keeping this kind of data for over a year is not useful.
Solution Abstract: Reduce the retention time from 400 days to 100 days
Limitation: None
BREP-539 - Add transfer targets into calltype handled detail
BREP-526 - Add consult data extract within contact history
BREP-517 - Create configuration report for ECE custom activity fields
Requirements: There should be a report showing the mapping of the custom activity fields of ECE.
Solution Abstract: Create a configuration report of table t_custom_activity_fields to display which custom field within ECE is related to which custom field within the reports (custom0 to custom9).
Limitation: There are max. 10 custom fields that can be included within the data extract and all fields are truncated after 256 characters.
BREP-483 - Separate Report bundles into 2 versions (with and without time zone functionality)
Bug Fixes
BREP-567 - Several issues with report 302
Symptom: Several problems with report 302: Key Criteria in the filter does not have the value list bs_Agent mapped, DateTime fields are not displayed correctly, report takes a long time to load
Conditions: CallByCall report bundle 5.0 or 5.1 is installed
Workaround: Deploy report 302 from CallByCall bundle 5.2
Further Problem Description: -
Issues fixed in Service Release 5.2.1
BREP-571 - LastCallType within contact summary is wrong in some cases
Symptom: LastCallType is shown as EntryCallType for some abandoned calls.
Conditions: If the end timestamp of an abandoned call is the same for the entry and the service calltype leg, the wrong calltype is sometimes taken as the last calltype. The last calltype should be taken from the last request instead.
Workaround: None
Further Problem Description: -
Issues fixed in Service Release 5.2.2
BREP-578 - Missing data in contact history due to duplicate key for impossible transfer scenarios
Symptom: CallByCall data load job fails sometimes and contact history data is missing for the whole job insert period.
Conditions: If a call is transferred multiple times to the same target and Cisco logs the same ICRCallKeyChild for both transfers (which is actually impossible), our join creates a duplicate record with the same primary key.
Workaround: None
Further Problem Description: -
BREP-577 - Refine RouterCallKeySequence in SP export_ctd
Requirements: In some scenarios, TCD results are mapped to the wrong RCD record due to an AgentGreeting leg.
Solution Abstract: Remove 2 additional seconds in the data load when defining the RouterCallKeySequence timestamp.
Limitation: -