IPCC Enterprise Supervisor desktop: Agent call display compared to ACD stat

[susanmcpherson]

ICM 7.2.3 - CAD 7.2.1 - CCM 6.1.2

G'day,

When in the Supervisor Desktop and I have an agent logs selected it shows the agent on a call duration of 7:20 and the same agent in an ACD state of talking for 1:21:57.

Has anyone heard of this problem or know how to correct it?

Thanks for your help,

Susan

[geoff]

We have had issues with RASS on 7.2.1.26 but not that specific one. I must admit that I am less trusting of the CAD Call Logs and the Agent State logs than I used to be. I am hoping that the upcoming SR2 of CAD addresses some of the anomalies.

Regards,

Geoff

[susanmcpherson]

Thanks so much for the fast reply. I guess we will be waiting for SR2. Have a great holiday!