06-21-2021 02:47 AM
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
Solved! Go to Solution.
06-23-2021 10:57 PM
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.
06-21-2021 08:16 AM
So, this only happens for agents 1, 2, and 6, in the picture above?
NOT agents 3, 4, 5?
06-22-2021 11:09 PM
06-21-2021 08:21 AM
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?
06-22-2021 11:11 PM
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.
06-23-2021 10:57 PM
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.
06-24-2021 05:46 AM
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
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide