Life Cycle reports trace all events relating to a specific call from entry to termination of a call. These reports can be run on the following devices: agent, agent group, queue, queue group, Dialed Number Identification Service (DNIS), DNIS group, extension, extension group, trunk, trunk group, and enterprise or media server. Report data can be further filtered by items such as phone number, duration, interflow, and re-queue.
Troubleshooting and behind-the-scenes:
For Life Cycle (LC-) reports to work Call ID must be enabled as well as SMDR Extended Seconds
Relevant logs are the DataProcessor.log and the Report_Log.txt
The data for Life cycle reports is stored in its own database in SQL. This database is called CCMStatisticalData.
There are three tables under CCMStatisticalData.
- tblData_LC_Trace
- tblData_LC_Note
- tblData_LC_Call_Recording
LifeCycle reports like other CCM reports feed off of data from the db tables in the database.
These tables contain data for the events occurring during a call and these events are based on records encountered in raw SMDR data during summarize
The only way those events make it to the database is if summarize writes those events to the related db tables. This is what is referred to as flushing.
After the install the default is a flush window of 120 minutes. Reports can be generated after the Flush Window + 15.
So assuming the last flush took place at 12:00 PM, the next report will be available at 2:15 PM and it will only show data from 12:00 to 2:00.
CS would only decide to change flush window size for customers with difference tolerance levels over the frequency that it flushes.
Changing Realtime flush window/interval
1. On the Enterprise Server, go to [InstallDir]\CCM\Services\ConfigService\ .
2. Open the GlobalAppSettingsEditor.exe .
3. Fill in the following details:
- Application: Leave this empty.
- SectionGroup: prairieFyre.BAL.DataAnalysis.Properties.Settings
- Name: LifeCycleFlushIntervalInMinutes
- Value: Select a value in minutes between 30 and 1440 (a full day)
- Description: Enter a quick description of who and why the change is being made.
- NOTE: You must enter something in Description in order to proceed.
4. Click Save. This may take a few minutes to save. Wait for the confirmation prompt.
Now, Lifecycle reports will be available in VALUE+15 minutes.