Unable to view statistics on discarded email in Email historical reports
Unable to view statistics on discarded email in Email historical reports.
|Problem Summary||Unable to view statistics on discarded email in Email historical reports.|
|Error Message||Email Agent Activity and Email CSQ Activity reports do not show discarded email in the “Discarded” field count. Email Contact Detail report does not show the discarded time for the email in the “Discarded” field.|
|Possible Cause||Email discarded information did not get persisted to the historical tables.|
|Recommended Action|| 1. Obtain the social contact id from the browser logs. Query the textcontactdetail for this contact id. The disposition field should be 4 and dispositionReason field should be ‘email_agent_discarded’.|
2. If not, check the MIVR logs for any errors in writing historical data in particular to the textcontactdetail table.
3. Check if the Cisco Unified CCX database service is not “IN SERVICE” which may prevent data from being persisted. Bring up the Cisco Unified database service if it is down.
4. Check for any data being written to flat files in the /opt/cisco/uccx/bin/SQLdata directory. Use HR File Restore from Cisco Unified CCX Administration to restore the data from the flat files.
|Associated CDETS #||NA|