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UCCX CUIC 11.6 - Agent All Field Report Total Logged-in Time Not Accurate

Leah Sittig
Beginner
Beginner

At the end of the shift the supervisor logs out any agent that did not log out.  We are finding the Total Logged-in Time doesn't reflect the correct time.  When we check the Agent State Detail Report it show the Logged In and Logged out time correctly.  The call center team must run both reports and then manually enter the correct time.

 

Has anyone run into this issue?

1 ACCEPTED SOLUTION

Accepted Solutions

Anthony Holloway
Cisco Employee
Cisco Employee

I don't recall hearing or seeing this. Is the time too long, or too short in the all fields report? Can you create a controlled test to prove that it's happening consistently, and to confirm how the times are different? Would it be possible to share the report output?

 

EDIT: Welp, I think I found your issue...

 

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvt33791

View solution in original post

3 REPLIES 3

Anthony Holloway
Cisco Employee
Cisco Employee

I don't recall hearing or seeing this. Is the time too long, or too short in the all fields report? Can you create a controlled test to prove that it's happening consistently, and to confirm how the times are different? Would it be possible to share the report output?

 

EDIT: Welp, I think I found your issue...

 

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvt33791

Attaching both reports.  The Agent Login Logout Report shows correctly.  The Agent All Fields show the Total Log In incorrectly.

NOTE:  Patrick Houf is an agent that logged out himself the other agents were logged out by the Supervisor.

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