Occasionally an issue may occur with UCCX clusters where certain CSQ’s show call totals that conflict with UCCX Analytics reporting. While it is normal for the counts to be off slightly due to the dynamic refresh rate of the Real-Time widgets, some CSQ’s may show significantly different call counts in the widgets than what the UCCX Analytics reports show.
This issue is caused by tables in the UCCX cluster database not getting refreshed properly, This is a problem occurring on the UCCX cluster side which, unfortunately impacts our reporting because we pull the data directly from their internal database. The UCCX Analytics reports, on the other hand, compile data from the call detail sources, which offer much more granularity in the way of available statistics.
In order to confirm that the incorrect data in Variphy’s dashboards matches what is in the CCX dashboards, you can run the following query from the UCCX publisher command line:
run uccx sql db_cra select * from RtCsqsSummary
There are a few steps you can take to try and resolve this issue, but in most cases you will need to restart the Cisco Unified CCX Engine, or simply restart the UCCX Publisher server. Obviously these are not ideal during production hours and also offer no guarantee that it won’t be a recurring issue, so if you experience the problem repeatedly we would advise opening a ticket with Cisco TAC.
One other thing you can try that may also force an update of the data in the RtCsqsSummary table is to update the Real Time Snapshot Writing Configuration page. However, if this does not resolve the issue, a restart will be required.
If you have any additional questions about this article, please contact us at email@example.com. Our normal operating hours are Monday through Friday from 7:00 a.m. to 4:00 p.m. Pacific Time, and we will respond to your query as soon as possible.