Historical Reports UCCX 7.0

Unanswered Question
May 8th, 2010


When I run a query with CCX Historical Report, for example on the activity by CSQ, I see all the CSQ and the CSQ removed.

This problem also exists for the agents. I found all the device that have been deleted.
Is this normal ?
How to completely remove these elements ?

I encounter this problem with two UCCX 7.0.

Anyhow, any help would be appriciated.



I have this problem too.
0 votes
  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 5 (1 ratings)
Walter Solano Wed, 05/12/2010 - 06:21


In order to delete the agents in a permanet way you need to go to the "RmCm" subsystem, after that go to "Resources" and select the Inactive Agents the option, then select the agents that are not longer part of that CSQ and delete them from the system. Regarding the of the CSQs I will need to check that here.


Please rate this post if was helpful

Walter Solano

CCNA Voice

Cisco UCCX Specialist

Anthony Holloway Wed, 05/12/2010 - 15:46

Historical data is generated based on what was configured in the period the report is ran.

So if an agent or csq existed in January, and you run a report for January, you will see that agent or csq.

However, if you run that same report, but for February, you should not see that agent or csq.  Is this what's happening to you?

romuald.goux Fri, 05/14/2010 - 01:39

Hy Anthony,

I thought the same solution. I deleted a CSQ for six months. When I run a query on a CSQ for the last month, the deleted CSQ appears always.

I purged the database, with the tools "Purge Now". The result is the same.

I believe that if an entry is created in the database, it can not be removed with a tool, perhaps with an SQL query ?

This problem is not critical, I can work around with the scheduler. My client will not see this problem.

Thank you for your help.


Jiri Solc Fri, 09/03/2010 - 07:05

I got similar problem. There are 6 CSQs in CCX (2 old based on Resource Group selection, 4 new based on Resource Skill selection).

In Java real-time monitor, I see correct CSQs displayed, same as in CCX Administration.

But in Historical Report app. there are some more "testing" CSQs which have already been deleted from CCX about 3 months ago.

Customer would like make them removed, is there any hint how to solve this? Or any workaround?

Thanks in advance..

-- Jiri

Michael Turnbow Fri, 09/03/2010 - 08:11

Hi Romuald,

The only way to remove the CSQ's as you suggest is to remove the "appearance" in the filter list of the historical report generator.  Then you will have to use the Filters when creating the report.  The CSQ's are perminent in the database and removing them manually is not supported nor is it advised.  But by changing the query in the reporting template you can remove the CSQ appearances in the historical reporting client.  Note, this is done on the HRC Client machine, not on the Server...

I have done this before for application names.  So for instance, the ICD_Application_Summary_en_us.xml file which is located under c:\program files\Cisco CCX Historical Reporting\Report Templates\en_US has a SELECT query that appears like the following:

SELECT distinct applicationname FROM db_cra.dbo.contactcalldetail where applicationname not in ('')

If I wanted to change the appearance of what is displayed in the filter list I would change this in the following way:

SELECT distinct applicationname FROM db_cra.dbo.contactcalldetail where applicationname not in ('') and applicationname not in ('Advertising_Acct_Main') and applicationname not in ('Advertising_Accounting_CustSVC')

So for your issue, to remove CSQ appearances you will likely have to do the same thing but in something like the ICD_Detailed_Call_CSQ_Agent_en_us.xml or if the reports you are running are using a different template you will need to edit those.  In that file you will find the SQL select statement:

SELECT distinct csqname FROM db_cra.dbo.contactservicequeue

So you would need to change that to something like the following:

SELECT distinct csqname FROM db_cra.dbo.contactservicequeue where csqname not in ('') and csqname not in ('CSQ1') and csqname not in ('CSQ2')

In this way you will exclude the CSQ's from showing up in the filter list.  Someone can run the reports and select all the CSQ's in the filter list and this should exclude the ones you do not want on the report.

Please let me know if you have any questions about this and if this has been helpful please rate the post.



Adan Zuniga Tue, 02/22/2011 - 18:06

Ok we have a similar issue:

     We set Teams with their respective Supervisors.

When those supervisors go on to generate a report on their CSQ, they See every single CSQ out there. That is unacceptable. HELP please.

vikasgupta2k Wed, 11/16/2011 - 09:55

Were you able to fix this issue. We are having the same issue where each supervisor can see all the CSQ reports and we only want those guys to see their individual teams reports. Please help.

Gajanan Pande Thu, 11/17/2011 - 06:26

Any agent who has 'Historical Reporting' capability can generate historical reports. Administrator grants 'Historical Reporting' capability to agents through appadmin. If an agent/supervisor has the capability, then he/she can view the reports for all the agents.We can't restrict based on teams. This is as per the design.

Please rate helpful posts.


Ronald Reif Fri, 11/18/2011 - 09:01

One of the advantages of our Reporting Tool is that each login can be designed to have access to specific groups and their associate agents.  They can not view or generate reports on other groups.  Please let me know if we can help with our 3rd party solution.

Ron Reif

I wasn't quite sure where to post this, forgive me if it's in the incorrect channel. I am attempting to run Cisco Unified CCX Historical Reports. When I choose print a report and choose the option to "Include Charts On Report", it prints with all the names to the left of the chart, and the names are overlapping one another from top to bottom. There is not a setting to reduce the font. Any assistance would be appreciated. Thanks.


This Discussion

Related Content