Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Missing call in queue information in the WebView Service real-time and historical templates (Not applicable to
System IPCC or ARI)

In the WebView Service templates, the value of "Calls Q Now" and "Calls Q Now Time" are
0.

None

This can occur when the route links to the skill group because it causes a lack of visibility for
the "Longest Call Queued" values.

For IPCC Enterprise, use the Call Type or Skill Group templates to report on the "Calls Q Now"
and "Calls Q Now Time" fields, as these fields are updated correctly for the skill group for every
call in the Queue.

Troubleshooting VRU Application and Trunk Group Reporting (Not applicable to System IPCC
or ARI)

VRU Application information does not appear in Call Type or Service reports

Data relating to VRU applications, such as the number of VRU Handled tasks or data for VRU
services, does not appear in reports; fields related to VRU applications are 0.

None

This can occur if you have not enabled Service Control reporting for the VRU peripheral.

In the ICM Configuration Manager, open the VRU peripheral. Select the Service Control
option.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)