Life Cycle Reporting Troubleshooting

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Life Cycle Reporting Troubleshooting


Article ID:  50577 - Last Review: January 5, 2015

 
Quick Summary:

Life Cycle reports trace all events relating to a specific call from entry to termination of a call. These reports can be run on the following devices: agent, agent group, queue, queue group, Dialed Number Identification Service (DNIS), DNIS group, extension, extension group, trunk, trunk group, and enterprise or media server. Report data can be further filtered by items such as phone number, duration, interflow, and re-queue.

Life Cycle reports, like all other reports, are accessed from the Reporter dropdown from the CCM website.
 
 

Troubleshooting and behind-the-scenes:

For Life Cycle (LC-) reports to work Call ID must be enabled as well as SMDR Extended Seconds

Relevant logs are the DataProcessor.log and the Report_Log.txt

The data for Life cycle reports is stored in its own database in SQL. This database is called CCMStatisticalData.

There are three tables under CCMStatisticalData.

-          tblData_LC_Trace

-          tblData_LC_Note

-          tblData_LC_Call_Recording

LifeCycle reports can take a long time to run as the data can be very complex. To speed up the report generation encourage the customer to narrow down the range for with the report is run through the start- and end-time filterning tab.

LifeCycle reports like other CCM reports feed off of data from the db tables in the database.

These tables contain data for the events occurring during a call and these events are based on records encountered in raw SMDR data during summarize

The only way those events make it to the database is if summarize writes those events to the related db tables. This is what is referred to as flushing.

After the install the default is a flush window of 120 minutes.  Reports can be generated after the Flush Window + 15.

So assuming the last flush took place at 12:00 PM, the next report will be available at 2:15 PM and it will only show data from 12:00 to 2:00.

 

CS would only decide to change flush window size for customers with difference tolerance levels over the frequency that it flushes.

The lower the frequency is the more accurate the reports are; however, some customers are willing forego accuracy for faster report turnaround, while others would rather wait an extra 2 hours or so before seeing data if that meant their data would be more accurate. A lower frequency means that the flushing is less frequent. The less frequently we flush data from our cache the better the linkage is. If we lose data in the cache, subsequent events will not get linked to previously processed events, which means that a lengthy call may appear as two or more calls
 

Changing Realtime flush window/interval

1. On the Enterprise Server, go to [InstallDir]\CCM\Services\ConfigService\ .
2. Open the GlobalAppSettingsEditor.exe .
3. Fill in the following details:

  • Application:  Leave this empty.
  • SectionGroup: prairieFyre.BAL.DataAnalysis.Properties.Settings
  • Name: LifeCycleFlushIntervalInMinutes
  • Value: Select a value in minutes between 30 and 1440 (a full day)
  • Description: Enter a quick description of who and why the change is being made.
    • NOTE: You must enter something in Description in order to proceed.

4. Click Save.  This may take a few minutes to save.  Wait for the confirmation prompt.

Now, Lifecycle reports will be available in VALUE+15 minutes.


 


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Details
Last Modified:Monday, January 05, 2015
Last Modified By: AndrewM
Type: HOWTO
Rated 1 star based on 1 vote
Article has been viewed 7,353 times.
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