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Call Center Reports - Blank

Call Center Reports - Blank

Call Center Reports - Blank

(OP)
Hi There:

I am trying to work with one of our departments on historical reports but they all seem to come up blank when they are run despite the criteria we set. The Real-Time reporting works fine, but historical -- just blank.. Any ideas?

RE: Call Center Reports - Blank

Does the 'webadmin' account display results?
If yes, look at the 'Access and Partition Management' settings. If User Defined Partitions or Access Classes are used for a department user the results can be blank (f.e. "can not see" certain Skillsets).

RE: Call Center Reports - Blank

(OP)
I'm not sure I understand what you are saying.. I'm checking in the Access and Partition Managment area and I am logged in as myself, who is assigend access to everything. The reports are still coming up with no data

Can you provide me a little more information, please?

RE: Call Center Reports - Blank

(OP)
The webadmin account does not display results.

RE: Call Center Reports - Blank

Sounds like one or more of your services may have stopped and needs to be restarted. If you are not comfortable with working in that area, often a reboot after hours will take care of the issue. Not the perfect solution, but Nortel/Avaya have not been able to correct that issue on ours. It does not happen often so this is a relatively easy way around it. If you use Call Pilot in conjunction with the call center, you may need to reboot it too, in order to make sure everything sync's up. We find that you have to reboot in a specific way for best results. Reboot the Symposium, when it is fully back up, reboot the CP. If you feel you need to reboot the PBX, do that first. We find not rebooting CP causes some services to not function correctly, or links not to establish as they should. --- Hope this helps!

RE: Call Center Reports - Blank

(OP)
trvlr1 -- Thank you! Why am I able to get real-time reporting and not historical? If it wasn't sync'ed properly, wouldn't they both be down?

RE: Call Center Reports - Blank

It would not be the Nortel/Avaya way to do something that logical!
It has got to be something to do with the service that controls those functions, they must be separate and the issue only affects one of them. Sorry I do not know which one controls which.

RE: Call Center Reports - Blank

Yes, If you are discussing standard reports, you may need to clear the cache. Try connecting using the CCMA, go to Configuration, R-Click on the Site and do a refresh.

If you do this and still see no data, you may actually have to do it on the server. This requires a ticket with Avaya.

If you are seeing data in some reports and not on others, this can also be the cause.

RE: Call Center Reports - Blank

We encounter the same occasionally on an AACC6.3.
The services involved are the HDM_Service and the HDC_Service. They collect (HDC) and manage (HDM) the collected data into the Cache database.

Sometimes stopping just these services and starting them again solves the issue, however just last Monday the same happened and we had to restart all services.
As said:

Quote (trvlr1)

... If you use Call Pilot in conjunction with the call center, you may need to reboot it too, in order to make sure everything sync's up. We find that you have to reboot in a specific way for best results. Reboot the Symposium, when it is fully back up, reboot the CP. If you feel you need to reboot the PBX, do that first. We find not rebooting CP causes some services to not function correctly, or links not to establish as they should. --- Hope this helps!

The issue lies in my oppinion in the HDM_Service, as whenever the system is back online the historical data is repaired automatically.
We use historical reporting only the day after, so thanks to the integration with Verint WFM we see during the day that something is wrong.

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