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ICBM User Report

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  • 1.  ICBM User Report

    GCAP Member
    Posted 10-29-2020 13:20
    Hello,

    I am looking for direction in regards to a report that would give me log on and log off times for ICBM users.  We have supervisors that will stay logged in and then log out and back in the following morning.  This seems to impact caching on some level (information provided by a Genesys engineer in a phone call) with ICBM and causes crashing consistently for out scheduler. Our scheduler is the only person that is a power user of Optimizer. Logging the users out after hours does not seem to work all of the time, meaning I can log them out through ICBM but they will still show as logged in; sometimes it works and other times it does not.  Plus, I should not have to babysit responsible adults that should be logging out at the end of their business day.

    Any suggestions are welcomed!

    Thank you,
    Tina
    #Reporting/Analytics

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    Tina Yocum
    NorthWestern Corporation
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  • 2.  RE: ICBM User Report

    Posted 10-29-2020 16:02
    Edited by William Chávez 10-29-2020 16:10
    Good afternoon Tina:

    Would you please check the following references in order to get the data you need from the CIC Database, by running a PL/SQL stored procedure or a SQL query?
    1. LoginLogoutChangeLog Table: https://help.genesys.com/pureconnect/datadictionary/content/tables/LoginLogoutChangeLog.html#d5941f818836466d8969ed2cabe8939d
    2. Individual Table: https://help.genesys.com/pureconnect/datadictionary/content/tables/Individual.html#d2244912b3024acbb468e7f8667cdff4

    I hope that helps to you.

    ------------------------------
    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
    ------------------------------



  • 3.  RE: ICBM User Report

    GCAP Member
    Posted 10-30-2020 09:59
    I use the LoginLogoutChangeLog_viw as it is more informative than the table.  The view has the application name and error description.  Also, IMO you should press for the meaning of "This seems to impact caching on some level".  My experience is that this can be rectified by deleting cache files in the AppData folder (I don't recall the exact location).

    You can probably start with this query:
    select * from [dbo].[LoginLogoutChangeLog_viw] llc
    where llc.ActionDateTime > '10/29/2020'
    and llc.UserId = 'tim'
    order by llc.ActionDateTime

    ------------------------------
    Tim Cannon
    ------------------------------



  • 4.  RE: ICBM User Report
    Best Answer

    Posted 10-30-2020 11:30

    Hi Tina,

    I believe Tim may be referring to deleting these Cache files.

    Clear ICBM Cache Files - FYI you will need to set your folder settings to "Show Hidden files, folders and drives" if not currently set to see the entire path
    <C:\Users\user\AppData\Local\Interactive Intelligence\IC> Business Manager
    remove xml file

    <C:\Users\user\AppData\Local\Interactive Intelligence\IceLib\DEN158GIC087_IND158GIC087\AppSettings\user>
    Remove IC Business Manager.zip


    Also, I use a modified version of the SQL query 
    SELECT [ApplicationName]
    ,[Action]
    ,CASE WHEN [Action] = 0 THEN '1' ELSE ' ' END AS 'Logged Off'
    ,CASE WHEN [Action] = 1 THEN '1' ELSE ' ' END AS 'Logged On'


    ,[ActionDateTime]
    ,[UserId]
    ,[Station]
    ,[ICServer]
    ,[SessionManagerInstanceId]
    ,[ErrorDescription]

    FROM [LoginLogoutChangeLog_viw]

    WHERE [ActionDateTime] >= '2020-10-28 00:00:00.000'
    AND [ApplicationName] = 'ic business manager'

    ORDER BY [ActionDateTime] ASC

    Then I put that in a pivot table with a calculated field to check for a variance







    ------------------------------
    Brad Goff
    Palo Alto Networks, Inc.
    ------------------------------



  • 5.  RE: ICBM User Report

    GCAP Member
    Posted 10-30-2020 13:22
    Thank you.  I will definitely give this a try!

    ------------------------------
    Tina Yocum
    NorthWestern Corporation
    ------------------------------



  • 6.  RE: ICBM User Report

    GCAP Member
    Posted 10-30-2020 13:38
    I appreciate all of the responses!  Is there anything on the CIC server side for caching?

    ------------------------------
    Tina Yocum
    NorthWestern Corporation
    ------------------------------



  • 7.  RE: ICBM User Report

    Posted 11-02-2020 11:30
    We use ICWS to report live stats and metrics and we've seen "Stale Cache" issues were user status and or scheduled activities aren't updating. When this occurs they have to restart the stat alert server and optimizer server on their side and it fixes the issues, have been a couple of times they had to restart them twice to fix the issue. But we haven't seen it cause crashing issues.

    ------------------------------
    Brad Goff
    Palo Alto Networks, Inc.
    ------------------------------



  • 8.  RE: ICBM User Report

    GCAP Member
    Posted 11-03-2020 12:50
    Thank you for the information.  In the past I have only restarted the optimizer server and it may or may not work; the next time this comes up I will restart the stat as well.

    Tina

    ------------------------------
    Tina Yocum
    NorthWestern Corporation
    ------------------------------