UCCX Finesse 12.5.1 - Not Ready Time higher than Total Logged-In Time

[adrian.constantin1]

Hello everybody,

I am running a CUIC "Agent All Fields Report" to see how long are the Finesse Agents spending in each state.

As you can see in the attached picture, the "Not Ready Time" is higher than the "Total Logged-In Time". This doesn't seem right.

The UCCX Pub was rebooted about 3 weeks ago, and the Cisco Finesse Service was restarted on both servers around 1 month ago. 

I have gone through the Finesse Server and Client logs, but couldn't find anything relevant so far.

Has anybody else seen this behavior? Any tips on which logs to check first, which services are in charge of calculating these timers and maybe how are these timers calculated exactly? Thank you!

UCCX Finesse version 12.5.1.11001-348 (SU1-ES03).

 

[adrian.constantin1 · Accepted solution]

Cross-checking the "Agent All Fields Report" with the "Agent State Detail Report" showed the affected users with multiple "Logout" states throughout the day, NOT followed by "Logged-in" states, which must have created this discrepancy. The "Not Ready Time" was increasing when they were logging back in, but the "Total Logged in time" seems to be calculated from the first "Logged-in" state to the next "Logout" state. If "Logout" states are not followed by "Logged-in" states for whatever reason, it seems the "Total Logged in Time" does not pick up where it left off at the previous "Logout".

After I rebooted the UCCX Cluster, the problem seems to be solved.

[jim-j]

I reboot my 12.5.1SU1 cluster quarterly, seems to help avoid weird issues like this.