Agent Historical Summary Daily Report

Version 1
    This document was generated from CDN thread

    Created by: DAVID CHUMBLEY on 23-04-2013 04:56:24 AM
    I'm having an issue with the Agent State Times in the Agent Historical Daily Summary Report.  Specifically in the Agent State Times fields.  If I run the report for multiple agents it returns different values than if I run it for 1 agent for the same interval.  In the attached screenshot you will see what I am referring to.  Look at Katherine in both reports.  They values are much different and it's for the same time frame.  Any ideas what I need to change?  Thanks

    Subject: RE: Agent Historical Summary Daily Report
    Replied by: Senthil Kumar Natarajan on 23-04-2013 05:13:57 AM
    DAVID CHUMBLEY:
    I'm having an issue with the Agent State Times in the Agent Historical Daily Summary Report.  Specifically in the Agent State Times fields.  If I run the report for multiple agents it returns different values than if I run it for 1 agent for the same interval.  In the attached screenshot you will see what I am referring to.  Look at Katherine in both reports.  They values are much different and it's for the same time frame.  Any ideas what I need to change?  Thanks

    What difference? I see same data for Kath.
     
     
     

    Subject: RE: Agent Historical Summary Daily Report
    Replied by: Senthil Kumar Natarajan on 23-04-2013 05:25:37 AM
    Could not see the attachments anymore. Can you please re-attach?
    -Senthil

    Subject: RE: Agent Historical Summary Daily Report
    Replied by: DAVID CHUMBLEY on 23-04-2013 05:21:45 AM
    Sorry.  If you open the attachment (not sure why it posted the screenshot like that) you will see what I am referring to.  The Log On Duration, % Active, % Not Ready, all of the fields under the Agent State Times are different.  The Completed Tasks fields are the same as you mentioned though.

    Subject: RE: Agent Historical Summary Daily Report
    Replied by: DAVID CHUMBLEY on 23-04-2013 05:32:32 AM
    Attaching file again, with completed tasks fields hidden.

    Subject: RE: Agent Historical Summary Daily Report
    Replied by: Senthil Kumar Natarajan on 23-04-2013 05:45:02 AM
    DAVID CHUMBLEY:
    Attaching file again, with completed tasks fields hidden.

    looks like your query for the timers part is messed up. i never noticed this in my version of CUIC. Have you tried checking the query or re-importing the report?
     
    btw, what version of cuic?
     
     

    Subject: RE: Agent Historical Summary Daily Report
    Replied by: DAVID CHUMBLEY on 26-04-2013 02:18:36 PM
    It's the daily summary template that I downloaded from here.  The queries haven't been changed which is why I'm surprised it's not an issue for anyone else.  I've looked at it on a 9.0(2) and 8.5(4) CUIC versions and it the same issue on both versions
     

    Subject: RE: Agent Historical Summary Daily Report
    Replied by: Luis Yrigoyen on 21-06-2013 06:48:33 AM
    It's the footer formulas in the report defenition being used by the summary report.
    Summary reports display only summary fields (footer values).  
    When it comes to fields that hold percentages values, you can't add them up, you either display the max, or average them out, etc. 

    I've used these footer formulas for some of those Agents States:
    peractive FOOTER: (SUM(${TalkTime}) * 1.0) / SUM(${LoggedOnTime})
    perHoldTime FOOTER: (SUM(${HoldTime}) * 1.0) /  SUM(${LoggedOnTime})
    perNotActive FOOTER: (SUM(${AvailTime}) * 1.0) / SUM(${LoggedOnTime})
    perNotReady FOOTER:  (SUM(${NotReadyTime}) * 1.0) / SUM(${LoggedOnTime}) 
    perReserved FOOTER:  (SUM(${ReservedTime}) * 1.0) / SUM(${LoggedOnTime}) 
    perWrapup FOOTER: (SUM(${WrapTime}) * 1.0) / SUM(${LoggedOnTime})  
    perBusyOther FOOTER:  (SUM(${BusyOtherTime}) * 1.0) / SUM(${LoggedOnTime})  

    If you have Premium, just change the formulas. 

    Have you checked if they're really woring, I can see the Active Time is wrong; but how about the others?