Logged on Time to Half exceeds 1800 sec

[Senthil Kumar Sankar]

Hi Members,

We have UCCE 8.0, I have the below scenario

In the Agent_Skill_Group_Half_Hour table we have the field LoggedOnTimeToHalf. I could see that the LoggedOnTimeToHalf is more than 1800 seconds.

Is this is because the if the Agent answers a call in a different Interval and when he ends the call in another interval. ??

Is there any Document which explains about this Scenario

Regards,
Senthilkumar

[Gergely Szabo]

Hi,

what is the version you are using?

We see the same problem, with (almost) the same database table (we are on UCCE 8.0 and we use 15 min intervals, so it's Agent_Skill_Group_Interval). I guess this is a bug.

G.

[Senthil Kumar Sankar]

Hi Gergely,

We use the same version as you do 8.0(3). I have gone for TAC Support.

Lets check whether this is a bug or anything else.

Regards,

Senthil

[Gergely Szabo]

Senthil,

talked to Cisco TAC, they confirmed it's a defect in ICM indeed, CSCtk54405. ES3 apparently fixes this.

G.