On the customer UCCX, he has 100(One Hundred)Cisco Unified CCX Standard Seat(s)licenses on the server, but actually,there is 108 agents configured.I do know that these agents will not appear in the CSD for the supervisors who manage them.My doubt is,these agents who passed the maximum limit of the licenses,they will show on the Historical Reports?There have been some inconsistencies on the reports that the client extracted from the UCCX and I would like an advice please.
The issues my client reported me is about abandoned calls-presented calls. The client opened the case about some divergences at the Contact Service Queue Activity Report.
I asked about the licenses because I believe if you can’t manage an user at Cisco Supervisor Desktop, they don’t appear as visible agents, their calls will also not show or not visible at the Contact Service Queue Report Activity. This is my suspect and I need an answer to confirm this.
I readed Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide but I can't find a solution for this.