Troubleshooting Guide

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Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified CCX Real-Time Reporting Problems
Contact entry is stuck in real-time reporting
Symptom A contact entry is stuck in real-time reporting.
Error Message None.
Recommended Action For the scenarios mentioned, complete the following steps:
Contact stuck in a CSQ in CSQ Stats
Step 1 Navigate to CSQ Stats.
Step 2 Select the CSQ where a contact is stuck.
Step 3 Select View > CSQ Waiting Contacts Info.
Step 4 Select the contact that is stuck.
Step 5 Make a note of the details of the contact (ImplID) that is stuck.
Step 6 Select the contact and click Tools > Clear Contact to remove the entry.
Step 7 Send the cleared contact details to your support provider for root-cause analysis.
Contact stuck as waiting in Overall Stats
Step 1 Navigate to Overall Stats.
Step 2 Select View > Overall Waiting Contacts Info.
Step 3 Select the contact that is stuck.
Step 4 Make a note of the details of the contact (ImplID) that is stuck.
Step 5 Select the contact and click Tools > Clear Contact to remove the entry.
Step 6 Send the cleared contact details to your support provider for root-cause analysis.
Contact stuck in a Contacts report
Step 1 Navigate to Contacts report.
Step 2 Select the contact that is stuck.
Step 3 Make a note of the details of the contact (ImplID) that is stuck.
Step 4 Select the contact and click Tools > Clear Contact to remove the entry.
Step 5 Send the cleared contact details to your support provider for root-cause analysis.
Note • Use caution while performing this action as it can remove legitimate active Contacts as well.
• Use the “Active" column in these reports to ascertain which contact is alive and which is a probable
stuck entry.