Agent Logs under agent names shows no information in CSD

[Justin Westover]

I have 1 supervisor and that supervisor needs to see the agent logs under each individual agent name but for some reason there is nothing being reported there. If an agent takes a call or makes a call, inbound or outbound will appear under the agent name with data but logs just will not show anything. Is there a setting somewhere i'm missing?          

[prashraj]

Hi Justin,

Please let me know the version of UCCX, CSD installed

Also have you tried restarting the desktop enterprise service and recording/statistics service?

Thanks,

Prashanth

[Justin Westover]

Sorry for taking so long to reply, I tried the restart of the services and the version of CCX is below. Still no agent logs when the supervisor looks.

Cisco Unified CCX Administration

System version: 8.5.1.11001-35

[anchoudh]

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008035309f.shtml

Hope it helps,

Anand

[Justin Westover]

I don't see anything in there about logging for agents? I don't have a problem with the agent names actually showing within CSD, just the logs for each agent is blank.

[Andrew Skelly]

You may have already checked this and apologize if you did, but have you verified that the supervisor is configured to see the columns under the Logs?

In Supervisor, go to View - Preferences.  In the window that appears, go to Team - Agent - Logs and click on "Configure" on the right side, in the "Columns" field.  Make sure that the columns have a check mark next to them.

If that is ok, have you tried running Supervisor from a different machine to see if that works?

[Justin Westover]

Yeah I checked the columns out and everything is checked. I also see the same results from all supervisor agents on any computer. If I click on the agent I see the Agent - Agent vs. Team Summary but when I click on logs between the agent It just says in all the columns.

[Andrew Skelly]

When logged in to supervisor, across the bottom left, it shows supervisor name, service state and time.  Does it say "In Service"?

Also, within UCCX App Admin, under Control Center, are your servers "In_Service" or "Partial_Service"?  If Partial, what services are not up?

[prashraj]

Hi,

Please let me know what is the locale set to for UCCx is it a foreign locale by any chance?

Thanks,

Prashanth