After cutting over UCCE platform to 10.5 last August, we started to use CUIC (v11.0) as reporting tool to replace webview. And EIM as a new component was integrated into our ucce platform. A big issue here is when we run an "agent team historical all fields" report, the AgentAvailTime is totally wrong for agents with both voice and EIM skill group set up. Looks many reports were messed up whenever EIM was involved, specifically for those agents with eim channel as one of their skill sets.
From the attached image, the agent "Campbell, Alicia" skilled with both voice and EIM, for each 15 minutes interval, sometime her AgentAvailTime is more than 15 minutes! It's like 45 minutes, 3 times of 15 minutes. I also attached the report SQL definition here.
I'd appreciate if some one could advise here how to remove EIM channel from existing report definition.
I think I found another one. For brevity, I'm stripping the soap headers.First, I'm creating a new line using addLine <line>
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