Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

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ICM WebView Online Help

Working with Reports

Troubleshooting

Using the Job Scheduler to Print or Save Reports

If you schedule a print job on the client or server machine and the job does not

print, check whether a proxy server is being used for the client or server machine.

The proxy server may cause the job to fail. If a proxy server is specified, turn off

the proxy server settings and reschedule the job.

To turn off the proxy server settings

Step 1

Click Tools>Internet Options in the browser's menu.

Step 2

Select the Connections tab.

Step 3

Click LAN Settings. The Local Area Network (LAN) Settings dialog box opens.

Step 4

Ensure that the Use a proxy server checkbox is not checked.

Step 5

Click OK. The Local Area Network (LAN) Settings dialog box closes.

Step 6

Click OK to close the Internet Options dialog box.

Missing call in queue information in the service real time and half hour report

data fields

Problem:

In the service templates, the value of "Calls Q Now" and "Calls Q Now Time" are 0

for the service when the skill group is linked to by the route. This generates the lack

of visibility on "Longest Call Queued" values.

Workaround:

In the skill group templates, the "Calls Q Now" and "Calls Q Now Time" data fields

are correctly incremented on every call in the Queue.
Therefore, do not use the queue data in the service templates. Instead, use the

Call Type or Skill Group templates for call in queue report data. The Call Type

reporting tables have been enhanced in an attempt to replace the service tables.