PCCE Livedata Team Performance View History

[Ramamoorthy Shanmugam]

Dear All,

We are running on PCCE 12.5.x setup in Finesse supervisor Team Performance gadget Agent View History showing as blank.

By default, not sure whether View history will work or not. We tried all the browsers but had no luck.

Please let me know how to use it or an alternative option.

Note: live data reports are working for Recent Call History & Recent State History.

Regards,

Ram.S

[bill.king1]

Is this an upgrade and they no longer work? It worked before but then stopped? This is a greenfield deployment? It only has this issue for certain teams? Can the agent see their own history as far as calls and such (i.e. is this a supervisor only issue)?

[Ramamoorthy Shanmugam]

Hi Bill,

This is greenfield deployment and this issue for all the teams.

Yes, Supervisor and agent were able to see their history without any issues.

 the customer is asking why the view history data is blank. please advise.

Regards,

Ram.S

[bill.king1]

There are a couple caveats/settings that say are needed to show that history (such as the history not being available if it is a TDM agent). Did you check these settings?

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1251/admin/guide/cfin_b_1251-administration-guide/cfin_b_1251-administration-guide_chapter_0100.html?bookSearch=true#task_4358D7108AD6CFCF3DDB36D3A599D1BC