Agents are logged in and in the 'Ready' state but call is not passed to them

[alalli]

Hi All,

A supervisor has reported a re-occuring intermittant problem.

It seems that his agenst are logged in and 'ready' but calls sometimes remain in the queue and are  not passed to the agents.

I need to begin the troubleshooting process here and hopefully find a way of documenting what is happening.

If anyone has any ideas or has seen a similar problem, the information would be greatly appreciated.

The CCX version is  8.0.2.11002-3

The Supervisor -  is running version 8.0.2 (premium version)

Regards

Amanda

[anchoudh]

Hi Amanda,

Are you only referring to CSD window to check the status of the Agents ? Request you to please view the status through UCCX Real Time Reporting tool because sometimes the Agent ststus changes are immediately not getting reflected on the CSD window.

Hope it helps.

Anand

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[Aaron Harrison]

Hi

I would carefully check over the assignment of skills/csq etc. If using skill based, verify what skills the CSQ that had the call had assigned, and at what minimum competence.

Then check the agent in question, and verify that the agent had those skills and at least the same or higher competence in each.

Aaron

[alalli]

Hi Anand,

Thanks so much for your reply.

I have one question please.

Is there a way to make the Real Time Reporting tool available to a supervisor without granting him administration rights on the server?

regards

Amanda

[anchoudh · Accepted solution]

HI Amanda,

Only the UCCX Administrator can view the Real Time Reporting in UCCX.

Users with Reporting capability can view the Historical reports (HRC client).

Hope this helps.

Anand

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[Aaron Harrison]

Hi

That's not true - Supervisors and Admins can access real time reporting. Just log into AppADmin with a Supervisor account and you get a limited view of the system which includes RTR.

Aaron Harrison

Principal Engineer at Logicalis UK

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