I currently have a UCCX 8.0(2) which is support 2 call centers (2 different teams, CSQs, skill set, etc..)
The Historical Reporting user from both teams should be only able to see report from their own call center.
Currently, i notice once i give an user the Historical Reporting privilege, the user will be able to get report which consists of both the call centers information.
Am i'm able to seperate the view of the user to only view data in report from their own call centers.
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
Pls rate the post if it helps.
Hello there, can someone from Cisco confirm if this condition is still valid for version 9(+)?
I have the same situations as Subash. Two different Teams in UCCX and neither should be able to see each other historical reports.
You could look at editing the xml file for the report template that defines the parameters available for the report.
For example, if you look in the following folder:
C:\Program Files\Cisco UCCX Historical Reports\ReportTemplates\en_US\
you'll see an xml file for each report template. This xml file defines amoung other things, the criteria that the report can be run against.
Looking at ICD_Contact_Service_Queue_Priority_Summary_en_us.xml report, you could edit the CSQs available in that report by editing the query between the SQL tags ...
SELECT distinct csqname FROM contactservicequeue where csqname like 'xxxx'
You would need to do this for each report, and you would also need to update the xml files on every supervisors pc manually. Not ideal, but it might help you.
This is done on the supervisors PC where the HR client is installed.
No need to edit anything on the server.
I just tried it out.
I editted the xml file ICD_Contact_Service_Queue_Priority_Summary_en_us.xml.
Changing it form:
to (my csqname is CSQ_GEN)
Once i select the report from HRC and error appeared. Error 5041
Attached is the log i saw from the HRC log file.
You'd need to run ....
Select distinct csqname From contactservicequeue where csqname like 'CSQ_GEN%'
% is a wildcard
It needs to be a valid sql query. You can test your queries on the command line by running
run uccx sql db_cra Select distinct csqname From contactservicequeue where csqname like 'CSQ_GEN%'
you'll probably need to restart the HRC client after changes to the templates are made.
I tried using:
But still got the error.
Although we i used Squirrel SQL client connecting to the UCCX DB, i manage to query using
select distinct csqname From contactservicequeue where csqname like 'CSQ_GEN%' and got a valid reply.
Is there any changes required in the ICD_Contact_Service_Queue_Priority_Summary_table_en_us.rpt and ICD_Contact_Service_Queue_Priority_Summary_chart_en_us.rpt.
I've tried this in my lab with and it works. Are you sure your XML file does not have any other errors in it? Does it open with internet explorer OK?
BTW the 'run uccx sql' command will not work between the SQL tags. It needs to be SQL only.
Attach your xml file if it's still not working and i'll check it out in my lab.