Cisco ICM Agent Real time table not update PCCE 12.5

[Ramamoorthy Shanmugam]

Hi All,

In the ICM Agent_Real_time table, not ready  Reason code is not updated for some time. An agent is putting 1003 not ready reason code for Break but in the ICM agent real time table reason code showing is 0. Same time if I checked in Cisco Finesse live data reports showing correct value 1003 with Break reason.

Your help will be much helpful to us.

Ram.S

[Daniel.L]

What does your Agent Event Detail show?

Try:

select * from Agent_Event_Detail where DateTime >= '2021-03-10 13:00:00.000' and DateTime <='2021-03-10 20:00:00.000' and SkillTargetID = 8504

[bill.king1]

Your issue is more than the reason code, per the schema guide agent state 10 is calls on hold, not not ready.

Are you sure that the call is done with and it isn't that the agent is selecting this not ready call while it is still going on/before it has ended?

You'd want to look at Agent Event Detail like Daniel mentions or Agent State Trace if enabled.

[Ramamoorthy Shanmugam]

Thanks for the reply. We enabled Agent trace and found ICM is not updating the correct reason code. Please check the below snapshot and let us know the reason.

[TalkingScientist]

Looks like the agent hasn't put a code in for their current state. 
Run the query but only look at results up to 1 hour ago, this way you can see what happened directly prior and right after. 

Typically when you see a Event 2, Reason 0 you will see a Event 2, Reason <n> right afterwards. 0 is just the automatic "null" value.

If there isn't a reason code that follows afterward then pull the Finesse log (or PG/CTI) and see if one is being set there. 

[Ramamoorthy Shanmugam · Accepted solution]

Dear All,

Finally, the issue got resolved we are hitting the bug for Pending state Reason code not getting set after the call ends. We need to install ES16 on both the PG.

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvs67053

Uninstalled ES 21 & 28 then Installed ES 16, 21 & 28 on both the PG. ( ES 16 is not a cumulative patch so we need to apply ES 16 on both the PG)

Ram.S