Hi All,
rom our UCCX system where the Cisco Supervisor Desktop client reverts most agents ‘Team’ under ‘Servicedesk-Team’ instead of ‘VIP.
Issue:
The agents statistics can be monitored via the ‘Servicedesk-Team’ Team instead of the ‘VIP’ Team (Please see the attached image with filename photo1.)
Checking via Subsystem> RmCm> Resources, agents ‘Team’ is still under ‘VIP’ (Please see the attached image with filename photo2.)
If I go to Cisco Desktop Administrator> Personnel> Agents, agents Team is already reflecting ‘Servicedesk-Team’ (Please see attached image with filename photo3.)
Wherein it should only be ‘VIP’ for all the agents like on the screenshot below (Please see attached image with filename photo4.)
This is the third time it has occurred and our workaround is to set each agent’s team under RmCm> Resources to either ‘Default’ or ‘Servicedesk-Team’ > Save > set again to ‘VIP’ > Save and everything will start to be fine again.
Can you kindly please advise what logs/traces are needed from our end so we can move forward on this issue? Looking forward for some help. Thank you
