Agent suddenly ready

[akbarwngsdjy]

Hi Community,

we have strange bugs on our system.

we are using UCCX System version: 12.5.1.10000-31

some agent experiencing sudden Ready, they are on another task even not on their desk.

the issue are like this

1. agent change to not ready

2. somehow, state changed to ready

3. reserved for call

4. got abandoned

attached some screenshot from agent state detail report

they are using chrome for login to finesse. not all agent get this issue.

thanks

[david.macias]

Hmm, any chance that a supervisor is changing their state? I would absolutely open a TAC case, but in the mean time also take a look at the MIVR logs and see what they say. This seems like a pretty big deal to be a bug.

david

[akbarwngsdjy]

Hi david,

Thanks for the reply.

I have talked to supervisor, none of them are confess changing the state of agent.

For MIVr log, can you elaborate what should i check on the logs?

Thanks

[david.macias]

If this can be reproduced in real time do this. SSH into your UCCX system and run

file list activelog /desktop/logs/webservices/

Look for the file that is NOT a zip file for example webservices.2021-12-30T14-49-14.550.log. Then do 

file tail  activelog /desktop/logs/webservices/webservices.2021-12-30T14-49-14.550.log

As soon as the issue happens look at the output you should see something like this:

11042616: [INFO]: [call-id []] [agent-id [dmacias]]: [Dec 31 2021 13:38:57.359 -0600]: [http-apr-127.0.0.1-8082-exec-12]: [c.c.c.f.a.u.UserService]: [API_REQUEST] Request from client to webservice api. agent_id: dmacias, request_id: ded33dd9-b782-496a-9f2d-64016b150aa2, request_method: user.PUT, request_url: User/dmacias, params:  state:NOT_READY 

This will give you an idea of what is setting your agent to not ready. If you can't do this in real time, then download the zip files and go through them for the time reported.

david