How to Fix Missing, Inaccurate, or Blank Agent Call Reports in Cisco UCCX
If your Agent Call Summary report in Cisco UCCX is blank, missing data, showing incorrect call totals, or throwing a "Report execution failed" error—you are not alone. Reporting discrepancies can lead to a immediate loss of credibility with management and operations teams.
This comprehensive guide explains why UCCX Agent Call Summary reports fail, how to identify common CUIC data issues, and the step-by-step instructions to fix each problem. This applies to environments using Cisco Unified Contact Center Express and Cisco Unified Intelligence Center (CUIC).
The Agent Call Summary report in CUIC is designed to provide high-level performance metrics for contact center staff. When functioning correctly, it captures essential data points including:
Calls handled: Total calls answered by the agent.
Calls answered: Successful connections.
Talk time: Total duration of active conversation.
Hold time: Time customers spent waiting on hold.
Work time: After-call work (if configured).
Total handle time: Combined talk, hold, and work time.
This data is typically utilized by contact center managers, operations teams, QA leaders, and executive reporting teams to gauge efficiency and staffing needs.
A blank report is usually the result of filtering issues or service synchronization delays rather than a total database failure.
Step 1 – Verify Agent Login History: Navigate to UCCX Administration → Subsystems → RmCm → Resources. Confirm the agent was actually logged into the system during the reporting window.
Step 2 – Check Team Association: CUIC reports are often filtered by Team. Ensure the agent is assigned to the specific team used in the report filter and that the team is selected correctly in the CUIC interface.
Step 3 – Expand the Time Range: UCCX stores data in UTC internally. If your system timezone differs, try expanding the report window by 1–2 hours to account for daylight savings or offset alignments.
Step 4 – Restart the CUIC Reporting Service: If data exists but won't display, you may need to restart the service via the UCCX CLI during a maintenance window:
utils service restart Cisco Unified Intelligence Center Reporting Service
This is the most common complaint in Cisco reporting. You may see the Agent Call Summary show 45 calls, while the CSQ Summary shows 52, and the Call Detail report shows 49. This happens because each report measures different events in the call lifecycle.
| Report Type | What It Measures |
|---|---|
| Agent Call Summary | Calls handled specifically by that agent. |
| CSQ Summary | Calls offered to the queue (including abandons). |
| Call Detail | Individual call records regardless of outcome. |
The Fix: Instead of comparing summaries, align your metrics by comparing the Agent Call Summary against the Agent Detail Report and Contact Service Queue Activity Report. Ensure the date/time range, CSQ filters, and agent groups are identical across all three.
If your "Work" or "Wrap-up" columns show zero, this is usually a configuration or script-level issue.
Check Resource Configuration: In UCCX, confirm "Automatic Work" is enabled if expected, and verify the Work Mode is set correctly. If set to manual and agents don't enter the state, it will remain zero.
Script-Level Cause: Review your contact routing scripts. If they do not set wrap-up codes or trigger proper call termination, work time may not calculate accurately.
Symptoms include "Report execution failed," "Database error," or "Query timeout." This is often caused by historical database size, index corruption, or queries covering too long a date range.
Fix Steps: Shorten your date range to see if the report executes. If it still fails, run a database integrity check via the CLI: utils dbreplication runtimestate. If corruption is suspected, you must open a TAC case.
The CUIC Agent Call Summary is historical data, not real-time. There is a typical delay of 5–15 minutes after a call completes before it appears in historical reports. Under heavy load, this can be longer. For live wallboard needs, the Agent Call Summary is not the correct tool.
Sometimes, what looks like an error is actually "Working as Designed" (WAD) within the UCCX architecture:
Transfers Fragment Metrics: If Agent A transfers to Agent B, who then transfers externally, you may see split talk times or multiple handled counts. This is expected behavior in UCCX historical reporting.
Multi-CSQ Routing: If a script routes from CSQ A to CSQ B, the Agent Call Summary may only attribute the call to the final handling CSQ, omitting the intermediate routing context.
Agent Logout: If an agent logs out immediately after a call without completing wrap-up, metrics may be lost or partial. It is best practice to enforce work completion before logout.
Confirm Agent Activity: Check login status, team assignment, and CSQ assignment.
Confirm Filters: Validate date range, timezone alignment, and selected filters.
Compare Supporting Reports: Cross-reference Agent Detail and CSQ Activity.
Validate System Health: Check service status and database replication.
Validate Script Logic: Review wrap-up and disconnect handling in the script.
Many teams spend hours troubleshooting "errors" only to realize the native report simply isn't built for executive-level analytics. Native UCCX reporting is summary-based and lacks cross-object correlation, making historical comparisons and multi-transfer context difficult to track cleanly.
For advanced needs, organizations often deploy purpose-built reporting platforms that sit on top of UCCX to provide accurate performance metrics and multi-CSQ visibility.
Need better visibility? Explore Metropolis' advanced analytics options built specifically for Cisco Unified Contact Center Express environments to normalize agent performance and correlate historical call details.
Why is my Agent Call Summary report empty for one agent?
Typically, the agent wasn't logged into the selected team, the date filter is incorrect, or the agent didn't handle any calls during that specific window.
Why do Agent and CSQ reports never match?
They measure different lifecycle events. CSQ reports focus on "Offered" calls (including abandons), while Agent reports focus on "Handled" calls.
Does restarting CUIC fix data mismatches?
No. Restarting the service fixes execution errors or service hang-ups, but it does not change the logic of how data is recorded.
Standardize CSQ routing logic across all scripts.
Align report filters before attempting to compare data sets.
Train supervisors on the specific definitions of UCCX metrics.
Schedule regular database maintenance and document timezone configurations.
