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Calabrio Issue, Agent Name and Team Name not reflecting after changing TEAM NAME in UCCX

Hello Guyz,

 

It would be great if any one can help me to resolve below issue as CALABRIO support is very poor.

 

Recently We have merged 3 different team into 1 single team (as per Client requirement) after doing that Agent name and Team name are not reflecting in WFO and we are unable to view old recording also.

 

For Ex:

Last month we have recorded 50 calls but after changing team it just shows 3 calls are recorded.

 

I have already done synchronize database from base server but no luck.

 

 

 

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Re: Calabrio Issue, Agent Name and Team Name not reflecting after changing TEAM NAME in UCCX

I have never had an issue with Calabrio support assuming you have a valid contract. 

Are you posting on their Success Center? 

 

Regardless, are you network (BiB) or endpoint (desktop app) based recording?

Are you on-prem , SaaS or hybrid? 

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Re: Calabrio Issue, Agent Name and Team Name not reflecting after changing TEAM NAME in UCCX

Hello Andrew,

 

Thanks for replying,

 

We have cube base recording.

 

I have archiver role assigned to myself hence i am able to view call records.

As you seen in attached snap agents data not reflecting on WFO