Volume 7 - Contact log - Question

[wayne_fillipaeoh]

Hi All,

We are running version 7.0.8 Contact Center(BCM). There are no issues and running smooth.

There has been a request from the client to please pull a report showing all outbound calls to a specific number for an entire year jan 2020 - jan 2021. I decided to use the volume 7 - contact log

. If a pull a log for 1st-3rd jan 2020 and it displays. So I decided to extend the search for 1st jan 2020 - 31st jan 2020 and it hangs. Taking into account the call center does an average of about 3000 calls per day( Inbound and outbound) Ive adjusted the report timeout to unlimited and left the report running for more than two hours - no difference.

I then decided to to log onto SQL from the reporting server(standard reports) and run the following SQL statement

select *
from TAContactLog
WHERE Destination = 'number'

It only displayed details for the current day

Also tried this statement

SELECT * FROM
TAContactLog WHERE TimeStamp < '2021-01-01' and TimeStamp >='2020-01-01'

no info to report

Noting that should I run a volume 7 - contact log for day 2020-01-02 I get the required stats.

Also done the following :

https://wiki.scn.sap.com/wiki/pages/viewpage.action?pageId=361237113

With no luck

Any Ideas will be great

[lloyd_goveia]

Hello Wayne,

The Volume 7 reports pull data directly from the data warehouse (no statistics). I would suggest you take a look at
the Reporting Data Guide - please note you will need to login to the help portal for access to that file.

I would also recommend you take a look at the blog "Creating SAP Contact Center custom reports in Report Builder"; the article is a bit old but still very useful.

Best regards,
Lloyd Goveia

[lloyd_goveia]

Hi Wayne,

I think you still need to look at the documentation to get a better sense of where the data is stored. As a relational database architecture, data is not stored all in one table, but rather in different places, and then the statistics are built on OLAP later on.

A couple of quick points:

1- The version of the CCtr you are using is old. Currently, the latest release is FP16.100. There is also a chance there are some hardware and OS limitations in your deployment - just guessing. For example, if you have - 3000 calls per day *365 = ~1 000 000 calls per year - if the system is a 32bit, that would probably hit the threshold limit for any such systems.

2- In the case of production, someone should check on the resources (CPU, memory etc). This would naturally have an impact, and keep in mind that MSAS is a beast consuming resources. The recommendation is to always allocate a separate machine for reporting, to avoid such performance issues affecting other CCtr operations.

3- The DSArea database is the staging database. In principle, it will not contain all the data but only a portion, usually what is collected by DC, CEM, AS etc. Eventually, the data will move to the VWU database which is a data warehouse, and there is where the raw data lives. The Contact Log Volume 7 report, reads the data directly from the VWU database. You can see the explanation in the Reporting Data Guide.

If the issue is related to the queries from the Microsoft Reporting server and UI, then that would be another story. From CCtr's perspective, it only provides the data to MS.

I hope this helps answer some of your questions.

Br,

Lloyd

[wayne_fillipaeoh]

this is the search in my QA system. Which yield positive results. exported to excel and able to pull the stat I needed on how many times a specific number was dialed.

[wayne_fillipaeoh]

attachment y467p.png shows the results of the search

[wayne_fillipaeoh]

the same search on my production system only shows the report for the current day. If I select a specific date then I get the results meaning if I need it for the entire year I would have to pull the report 365 times as the call center is 24/7.

[wayne_fillipaeoh]

Hi Lloyd,

Thanks for the input. However its not all about statistics.

I have a QA system and when pulling the report it gives me all the calls to that number for the entire year. Our QA system does not do as many calls as our production system though but is able to pull the report for all the months of 2020. This can be done using standard reports or a SQL query.

When running the same report on our Production system it only gives me the calls for the current day. Also should I run the same report on production on any day during 2020 the data comes back as expected.

I hope this makes more sense to my current situation.

Kind Regards