Release Notes
What's new
- Handled volume and percentage is now part of "Total Completed" and replaces "Answered" fields in CallType performance reports (see "Important notes" below)
- New "Agent Detail CC In Delivered" and "Team Detail CC In Delivered" reports including unhandled tasks (303, 403)
- Transfer targets, ring time and disconnected info were added into agent detail reports
- Not Ready Time percentages were added into NotReady detail reports
- Drilldowns were improved to also take a filtered time range from the source report
- Data load was improved to self-recover after system outages
- Other little improvements and minor bugfixes (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
Change in calculation of TotalCompleted
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-584 - Attempt to fix report import issues with report 145
Requirements: During the delevopment of new reports using "anonymous block" as report definition type, it was discovered that every field needs an equal to (=) sign to avoid errors.
Solution Abstract: Add an equal to sign in report definition 145 to the fields where it is missing.
Limitation: None
BREP-582 - TimeRange in Drilldown Reports should be taken from source report
Requirements: When setting a time filter in a report that offers a drilldown (e.g. 340 to 330), the time filter should be applied in the drilldown report as well.
Solution Abstract: Add an additional drilldown field in all of the report definitions that offer a drilldown.
Limitation: None
BREP-581 - Add ringtime and agent disconnected into agent detail reports
Requirements: RingTime and AgentDisconnected should be available in agent detail reports
Solution Abstract: The fields as available in the call type detail handled data extract should be included in the reports 301, 303, 401, 403, 501
Limitation: None
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: None
BREP-575 - Add the transfer targets to the agent detail reports
Requirements: Transfer targets should be available in agent detail handled reports
Solution Abstract: Transfer targets as available within the handled data extract should be included in the cth view and in reports 301, 303, 401, 403, 501
Limitation: None
BREP-574 - Create Agent Detail CC In Delivered report including unhandled tasks
BREP-573 - Load old agent data after outages automatically
Requirements: After system outages or single side activity, old replicated agent data should be loaded automatically to prevent missing data.
Solution Abstract: Use DbDateTime instead of DateTime to extract data within load procedure export_ai.
Limitation: None
BREP-572 - Add Handled in percent in CallType performance reports
Requirements: As the definition of "Total Completed" has changed in version 5.1 and is no longer taking Answered into consideration, it will be helpful to include the percentage of Handled calls (in relation to "Total Completed").
Solution Abstract: Add "% Handled" as a new field in all CallType performance reports.
Limitation: None
BREP-570 - Add Not Ready Time percentages to NotReady detail reports
Requirements: There is only a percentage for the total Not Ready Time in relation to the Login Time. This percentage is calculated across all days selected in the filter. A customer has requested us to add the percentages for each reason code and for each day in the corresponding column.
Solution Abstract: With the help of window functions in SQL, it is possible to calculate the Not Ready Time percentage of each Reason Code in relation to the total Not Ready Time. Additionally, the calculation of the LoginTime is being changed as well.
Limitation: None
Bug Fixes
This section lists bug fixes for this version.
BREP-583 - ACDRingTime should not include calls from default SkillGroup
Symptom: AvgACDRingTime was higher after upgrading from version 4.0 to 5.2.
Conditions: The calculation for the ACD ring time within agent performance reports was changed from version 5.0 to include queue to agent calls as well. They are delivered by the default SG and included with the previous change. Direct calls do affect this value much more, so we reversed the change for this field.
Workaround: None
Further Problem Description: -
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: -
Issues fixed in Service Release 5.3.1
BREP-585 - Add delay before loading termination call variable data
Requirements: We should wait some minutes before loading available call by call data if we also load termination call variable data because tcv data sometimes has some delay.
Solution Abstract: Add some minutes of wait time until call by call data gets loaded. This affects cth, acd and mr load procedures only.
Limitation: None