Hello,
We have Cisco WFM working on UCCX environment. When we search for records not all records show agents name and team name associated with it. This is difficult for the unarchive user to search records.
We have given the team access to them however due to other information is not getting attached to it, those records are not showing.
There are two ways you create agents on WFO.
Firstly the WFO syncs with CCX every 10 minutes and imports Agents, Supervisors and Teams.
Secondly you can create them locally on WFO and they are then called Knowledge Workers.
If you run the WFO administration program and Select Personnel/User Administration
In the Supervisor/Agent/Unlinked ACD user tabs you should see the people imported from CCX, do they display a "Last Name" and a "First Name"
Can you post your WFO version, your CCX version and if WFO is linked into AD
Graham
