CUIC Report issue - calls count as an "ACD" call and as a "non-ACD" call for specific agents.

[shellye]

We are running into a CUIC report issue.

We can see the following for specific agents:

The same number appears for Inbound ACD and Inbound non-ACD calls.

All calls are ACD calls.

We can also see from the "Agent detail Report", the 1 same call appears twice (one as an "ACD" call and one as a "non-ACD" call).

Does anybody have an idea of what can cause this behavior?

Thanks in advance

 

[rikardkrvaric]

So, this only happens for agents 1, 2, and 6, in the picture above?
NOT agents 3, 4, 5?

[shellye]

HI, @rikardkrvaric 

exactly.

[Jonas Fraga]

Hello @shellye 

What will count on ACD or non ACD call will be the method of Agent selection on your script.

If you're using Select Resource Step it should match with ACD call, but if you're using Redirect or Call Consult then will count as Non ACD Call. I've seen some scripts which call are using Redirect inside Select Resource and that counted as both statistics.

Can you share a Call example flow with Script flow to better understand how calls are matched?

[shellye]

Hi @Jonas Fraga ,

Thanks for your reply.

I am wondering how can it be related to the script if we have specific agents with this behavior.

All agents receive calls from the same script.

[shellye · Accepted solution]

Hi, @Jonas Fraga @rikardkrvaric 

Apparently, the solution for this was to configure these users again as agents:
1. reassociate their extension with rmcm application user.

2. remove and add IPCC extension under end-user configuration.

3. Configure again relevant skills and etc for the agent.

We actually could not find the root cause for this behavior.

[Jonas Fraga]

Thanks for response @shellye 

Sounds interesting that's working because it was needed for me always that I've instability on communication between CUCM and UCCX or when I've JTAPI Sync issues. Never because of report inconsistencies.

I've take note on that