CCPulse bringing wrong intervals historical reports

[gzooby]

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

[cavagnaro]

Maybe check hour on server where dbserver is on and on ETL server...
You can see CCPulse request logs on ETL DBServer

[gzooby]

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!

[cavagnaro]

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

[gzooby]

Because when i take historical report from CCPulse by hour, for example now 2:10 pm, itīs 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 itīs bringing me data for today and for tomorrow...quite strange!

[cavagnaro]

If you can please attach the screenshots on how you are getting the reports and what you get.
What version of CCPulse?

[gzooby]

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!

[cavagnaro]

Yeah...little huge mistake there...I don't know anyway to fix the data, maybe a query genesys support could provide.

[gzooby]

I solved the issue reinstalling datamart, generating new ETL database and changing CCPulse timezone option.
Thank you for your help!

Z