07-26-2011 09:58 AM - edited 03-14-2019 08:16 AM
UCCE with CAD:
When agents show their statistics in the CAD window, and select Agent Detail Real-Time Display - the Avg Talking field is showing the same number for ALL agents. For example, each agent shows a value of 2:26 for Avg Talking. It would seem to me that this field should be specific to each individual agent, and not an average of all agents in the skill group. The Cisco CAD User Manual shows Avg Talking to be "The total time on calls (all talk time + all hold time) divided by the number of calls"
The other fields, i.e. calls presented, calls handled, etc, are specific to the individual agent and show different values as I would expect.
Am I mis-reading the documentation (which is entirely possible)? Has anyone else seen this?
Thanks,
Robb
07-26-2011 08:08 PM
Hi Robb,
What versions are you running? I've done UCCE upgrades before (I think from memory it was 7.2.9 to 7.5.6 or 7.5.8 I can't remember) where after the upgrade, the CAD Real-Time display was showing incorrect values because of a formatting issue of the time and TAC had to jump into the CAD LDAP directory and change some values to get the right values to be displayed.
Cheers,
Nathan
07-27-2011 08:17 AM
Thanks Nathan - it is version 7.5.6, so maybe it's the same thing. I'll find out and report back.
Robb
07-27-2011 08:37 AM
Hi Robb,
Found my old TAC Case. It was for an upgrade from 7.2.5 to 7.5.6 so you might be hitting a similar issue. This is the email of the escalation from Cisco to Calabrio for the issue I had if it helps when you talk to TAC:
Problem Description: Detailed Description Upgraded ICM from 7.2.5 to 7.5.8 (CAD 7.5.6), after upgrade, CAD realtime display report "Agent ACD State Log Display" start time shows a start time of 00:00:03 against every state change ________________________________ Business Impact medium:Could not see the Agent login time correctly ________________________________ Troubleshooting Performed Similar case: http://wwwin-tools.cisco.com/casekwery/getServiceRequest.do?id=613948701#not e48 However, the fix is actually to go into the LDAP utility and do a hack to a certain key within the database. Unfortunately the previous case doesn't tell which key to edit and what to change it to. I'm presuming it had something to do with the time zone from a mention earlier on within that case, but not sure. No bugs found related to the issue. ________________________________ Specific Assistance Required Need assistance to fix the issue with ACD State Log Display
Cheers,
Nathan
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