I have recently installed Genesys in a new client. Everything is working fine except fot the historical reports. For example, recently i want to take a report on queue, it was 01:24 pm, and i took last 3 hours period.
Instead of bringing me periods 11 am , 12 pm and 1 pm, it brought periods 11 pm, 12 am and 1 am.
Any ideas why?
Thank you.
Z
Maybe check hour on server where dbserver is on and on ETL server…
You can see CCPulse request logs on ETL DBServer
I have installed evertyhing in the same server, and the hour is correct. I tried restarting etl db server without success. I took the logs you told me:
12:07:44.490 Dbg 10741 ‘App (ccpulse,SC_GENESYS,0)’ has put request id=‘20’ type=‘MSG_EXECSQL’ into queue
12:07:44.490 Dbg 10739 SELECT TIME_KEY, OBJECT_ID, AV_T_ABANDONED,AV_T_DISTRIBUTED,N_ABANDONED,N_ANSWERED,N_DISTRIBUTED,N_ENTERED,PC_N_ABANDOVED,PC_N_DISTRIB,SERVICE_FACTOR,T_ABANDONED,T_ANSWERED,T_DISTRIBUTED FROM V_QUEUE_HOUR WHERE OBJECT_ID IN ( ‘1_5_456’ ) and TIME_KEY >= ‘2014092511’ ORDER BY TIME_KEY DESC
12:07:44.490 Dbg 10737 Forwarding request ‘20’ from ‘App (ccpulse,SC_GENESYS,0)’ to ‘MS SQL: 1.1’
12:07:44.490 Dbg 10743 ‘MS SQL: 1.1’ is spare
12:07:44.491 Dbg 10749 Forwarding response ‘20.1’ from ‘MS SQL: 1.1’ to ‘App (ccpulse,SC_GENESYS,0)’
12:07:44.492 Dbg 10749 Forwarding response ‘20.2’ from ‘MS SQL: 1.1’ to ‘App (ccpulse,SC_GENESYS,0)’
12:07:44.492 Dbg 10739 ODBC: id=‘1.1’ req=‘20’ SQL: SELECT TIME_KEY, OBJECT_ID, AV_T_ABANDONED,AV_T_DISTRIBUTED,N_ABANDONED,N_ANSWERED,N_DISTRIBUTED,N_ENTERED,PC_N_ABANDOVED,PC_N_DISTRIB,SERVICE_FACTOR,T_ABANDONED,T_ANSWERED,T_DISTRIBUTED FROM V_QUEUE_HOUR WHERE OBJECT_ID IN ( ‘1_5_456’ ) and TIME_KEY >= ‘2014092511’ ORDER BY TIME_KEY DESC
+0001 Executed SQL statement ‘SELECT’, start retrieve records…
+0001 MSG_RETRIEVED2 status=‘DBM_SUCCESS’
+0001 rows retrieved (4)
+0001 MSG_RETRIEVED status=‘DBM_NOMORE’
Any idea of what is happening?
Thanks for your help!
For me the Time_Key in the query is OK, how do you realize it is bringing 11pm? If that was the case the query would be 2014092523 instead of 2014092511
Because when i take historical report from CCPulse by hour, for example now 2:10 pm, it´s bringing me periods in the report indicanting 11pm, 12 am , 1 am and 2 am.
I can attach a screenshot for u to see, I have to figure how to do it. Thank you for following my case.
i try now, making report for last two days, and it´s bringing me data for today and for tomorrow…quite strange!
If you can please attach the screenshots on how you are getting the reports and what you get.
What version of CCPulse?
I find out in ETL Assistant, that my timezone configured for datasourcer was incorrect. I already changed the timezone and restarted etl and datasourcer. However, I think i already have corrupted data!
Version of my ccpulse is 8.0.200.14
Thank you!
Yeah…little huge mistake there…I don’t know anyway to fix the data, maybe a query genesys support could provide.
I solved the issue reinstalling datamart, generating new ETL database and changing CCPulse timezone option.
Thank you for your help!
Z
;D