Release Notes
What's new
- Additional dialer detail data extract to include aborted dialer calls without involving agents.
- New "418 Team Real Time State Counts media consolidated" report to count agents on the most active channel just once
- Performance improvements for some real time reports
- Other little improvements and minor bugfixes (see details below)
Compatibility
Cisco Contact Center Software
- Cisco Unified Intelligence Center (CUIC) version 12.5(1) with COP5 or newer, 12.5(2), 12.6(1) with COP8 or newer, and 12.6(2) with COP2 or newer
- Cisco Unified Contact Center Enterprise (UCCE) version 12.5 and 12.6
- Cisco Packaged Contact Center Enterprise (PCCE) version 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
- Microsoft SQL Server 2022 Standard Edition 64bit
Important notes
The calculation of TotalCompleted tasks within CallType Performance reports has changed with version 5.1. Instead of Answered tasks, we use Handled tasks to calculate the total. Answered and Handled are normally the same number but in case of a failure at the agent desktop after answering a task, the same task is counted twice in the former calculation.
We highly recommend to save a new copy from the following standard reporting templates (folder "BucherSuter Software") to get the newest updates: 130, 132, 140, 230, 240
New Features
This section lists new features or functionality for this version.
BREP-601 - Improve performance of report 147
Requirements: Report 147 CallType Daily Top ANI should run within a few seconds
Solution Abstract: Rebuild the report by including the logic from the views directly in the report and by querying the tables instead of the views
Limitation: None
BREP-600 - Optimize performance of ECT Real Time Report 210
Requirements: Enterprise CallType Real Time report 210 should run within a few seconds.
Solution Abstract: Reduild the report and include the logic from the view into the report query itself. This way, the execution plan can be optimized and handle extensive numbers of Enterprise CallTypes much better.
Limitation: None
BREP-594 - Create real time report with media consolidated counts
Requirements: The customer would like to see the number of agents in each state, in a multichannel environment. As of today, none of our reports offers this number based on our media consolidated states.
Solution Abstract: Create a new report "418 Team Real Time State Counts media consolidated" similar to report 411. Create this report against our view "bs_agent_media_consolidated_realtime".
Limitation: None
BREP-593 - Deprecate field "Answered %" in all CallType performance reports
Requirements: As the number of answered calls is no longer part of the "TotalCompleted" calls, it does not make much sense to have this number in our template reports anymore.
Solution Abstract: Set the field "Answered %" to NULL and remove the field from all views where it is still being displayed.
Limitation: None
BREP-592 - export_out: workaround for duplicate PeripheralCallKeys
Requirements: In some cases, the same PeripheralCallKey is given to multiple records in the Dialer_Detail table, which will result in a primary key violation when inserting the records in t_outbound_detail. This also has the effect that these records are skipped in the next data load, as the max DbDateTime from the temporary table will be set as the new baseline (last_export_datetime)
Solution Abstract: Verify that duplicate PeripheralCallKeys are excluded in the staging part, only keeping on of the records and inserting it in the local table.
Limitation: As some of the records will be excluded, some results might be missing in the local table.
BREP-591 - export_out: Dialing attempts missing if calls are not connected with agents
Requirements: Report 700 currently only contains Campaign calls that were transferred to and handled by an agent. It would be useful to have all attempts in this report, e.g. calls that have reached an answering machine.
Solution Abstract: Only if a call was transferred to and handled by an agent, the table Dialer_Detail (DD) will contain a PeripheralCallKey (confirmed by Cisco), which allows this record to be joined to Termination_Call_Detail (TCD). Currently TCD is used as the master table when fetching the records. We would need to extract all DD calls separately with an additional load object and then including the missing records within our outbound views.
Limitation: If a campaign call was not handled by an agent (e.g. it has reached an answering machine), the report will not contain any handling information.
BREP-589 - Basic schedule should start later to get all updates
Requirements: The basic load job should run 2 minutes later (05 instead of 03) because the Cisco system needs longer than 3 minutes to replicate all data. Especially agent data are the most extensive tasks.
Solution Abstract: Move the schedule to :05 and move all AI and ASI agent jobs at the end.
Limitation: None
BREP-588 - Value List "bs_Campaign" is missing default values
Requirements: The default values for Campaigns are already filled into the table "t_Campaign_Defaults" and it is currently documented that these default values are part of the value list. After checking several environments, that is not the case.
Solution Abstract: Change the value list "bs_Campaign" and change the query so that it includes the default values.
Limitation: None
Bug Fixes
This section lists bug fixes for this version.
BREP-587 - Issue with field WrapupData for ECE if there is more than one language
Symptom: CallType Handled Detail (CbC) and Wrapup Reports (Basic) show an error (Report execution failed). When executing the report query in Management Studio, the following error is displayed: Subquery returned more than 1 value. The source of the issue is in the view "EGPL_CATEGORY".
Conditions: More than one language is configured in ECE. This can be verified by checking table t_EGPL_CATEGORY_GROUP_DATA (look for column "LANGUAGE_ID" if there is more than one ID).
Workaround: Execute the query in the description against the bs_Reporting database.
Further Problem Description:
- The following report definitions are affected: 142, 342, 442, 542, 101, 103, 301, 303, 401, 403, 501
- View "EGPL_CATEGORY" is used in view "EGPL_CATEGORY_ACTIVITY_GROUP_DATA", which is used in "bs_calltype_handled_detail".
Issues fixed in Service Release 5.4.1
BREP-607 - calltype_detail data: Missing CompletedResult for auto answered calls
Symptom: Some answered calls do not have a CompletedResult in CallType Detail report.
Conditions: In some cases, the calculated AnswerDateTime is before the routing timestamp and does not join the result table.
Workaround: None
Further Problem Description: -
BREP-606 - Table t_Agent_Team_Supervisor is not getting populated
Symptom: The contents of the awdb table "t_Agent_Team_Supervisor" are not synchronized to the bs_Reporting data mart.
Conditions: At least one supervisor has been assigned to a team, i.e. the table t_Agent_Team_Supervisor in the awdb database has at least one record.
Workaround: None
Further Problem Description: Due to a bug in the sync procedure, the local table in the bs_Reporting database is checked against the same table (instead of the view pointing to the awdb). Because of this, new / updated / deleted records are not synced to the bs_Reporting database.
BREP-605 - Missing updates on dimension tables
Requirements: Some fields in the dimension tables are not being updated locally upon updating the value
Solution Abstract: Include the fields in the corresponding sync procedures
Limitation: None
BREP-604 - export_ctd: integer overflow in datediff function
Symptom: Procedure "export_ctd" fails with the following error: "The datediff function resulted in an overflow. The number of dateparts separating two date/time instances is too large. Try to use datediff with a less precise datepart."
Conditions: The calculated wait time in the procedure is larger than 24.85 days
Workaround: None
Further Problem Description: The wait time is calculated using the datediff function, which returns an integer. Thus, if this value is larger than 2,147,483,647 it will result in an integer overflow. This value is in milliseconds and corresponds to 596.5 hours = 24.85 days. This issue also affects procedure "export_acd" and will also be fixed in procedure "export_mr"
Issues fixed in Service Release 5.4.2
#593 - Issue with field WrapupData for ECE if there is no language with ID = 1
Symptom: No WrapupData is shown for ECE Task classification
Conditions: ECE task classification data is available in table t_EGPL_CATEGORY_GROUP_DATA but not properly joined and available in view "bs_calltype_handled_detail".
Workaround: Alter view "EGPL_CATEGORY" and replace the LANGUAGE_ID = 1 with a valid id found in table t_EGPL_CATEGORY_GROUP_DATA.LANGUAGE.
Further Problem Description: See issue BREP-587 / #569 (closed) that fixed multi languages.
#592 - export_cth: "AgentDisconnected" flag is greater than 1 in certain scenarios
Symptom: The field "AgentDisconnected" has values greater than 1. According to the documentation, this field should only show flag; "1 if the call was ended by the agent after answering it, 0 if the caller hung up or unknown (only measurable when using CVP as the routing client)"
Conditions: The call was answered more than once (consultation calls); transfers are already excluded
Workaround: None
Further Problem Description: Currently the procedure export_cth counts the number of "CallDisposition = 52", which can result in values greater than 1.