We have installed CUIC 8.0(1).
When running the ready made templates provided with CUIC 8.0(1) we discovered that multiple reports are erroneous... they show different data than webview reports.
Please find below the data I saw in the reports:
The agent's logged on time is bigger than the interval time (in this case, the interval is 15 minutes, and per interval the agent is logged on for 30 minutes). This is because the Agent_Skill_Group_Interval report is used, and the logged on time is being summed. The same report in webview uses the Agent_Interval table instead, and shows correct data, irrelevant of how many skill groups the agent is logged on.
A couple of things in regards to this report:
* The SL Answered always EQUALS the total answered. When checking the report, turned out the same database column is used for both values in the report. The SL Answered column should instead use the ServiceLevelCalls column which represents the correct data.
* The Total Abandoned calls column represents ONLY the AbandonedRingCalls, which means it only represents the calls that were abandoned when ringing at the agent's phone. As per webview, this column is supposed to represent the sum of AbandonedRingCalls with RouterAbandonCallsOnQ, hence the total abandoned calls should represent calls that were abandoned on queue and on ringing, not just on ringing.
The column that says "Active Skill Group" actually has the data of "full_name" and not that of the skill group
Most of these fields can be fixed by creating a new reports and using the new fields. However, some fields require premium license to generate (equation for abandoned calls for isntance).
Is there a way to fix these data without needing to create new reports for them?
I have this problem too.