03-14-2011 07:43 AM - edited 03-14-2019 07:34 AM
UCCX8.02SU3, HA....
When looking at a particular team in Supervisor Desktop, we regularly see incorrect data in the Team Summary page. For example Team State shows 9 agents (which is correct). At the same time Team Summary shows 7 agents. The two missing agents are correctly assigned to the team, have been logged in/working for hours, and show up in Team State, but not Team Summary.
I read the CSD manual which mentions the different polling intervals for those two panels (1s vs 15s), but this problem persists for hours. We also tried rebooting the servers, and the problem persisted.
Any other ideas? I suspect I'll need to open a TAC case but thought I'd check here first.
03-25-2011 05:55 AM
Since you added the reps to the team, have they closed out of CAD and relaunched? Any time you make a change to their team, they will need to relaunch CAD in order to be seen under the new team in CSD. You can also have the user check in their Task Manager (processes) to make sure only 1 instance of "agent.exe" is running. Lastly, have the user reboot their PC if neither of the two above work.
04-27-2011 03:01 AM
Did you get any progress on this, as I'm seeing the same problem.
After some testing I've noticed that the agents do appear in Team Summary, but only after answering at least 1 call in that 24 hour period. Any agents that have had no calls presented yet don't appear.
I'm thinking of raising a TAC case to report as a bug, but wanted to check first to see if you've had TAC acknowledge the problem.
04-27-2011 06:24 AM
No resolution yet. We've got a TAC case open, which was escalated to Calabrio. Everyone suspects a new bug, but nothing official yet.
04-27-2011 06:28 AM
I've been running some testing today, but not sure if you have the same scenario.
Firstly we only see this when using IPPA, not CAD. CAD agents show up in the summary even with 0 calls, IPPA don't. Once the IPPA has received a call, it appears. Even stranger, if an IPPA agent initially uses CAD, then reverts back to IPPA (even with 0 calls), it stays in the summary. Clearly a bug to me!
Anyway, I have also now raised a TAC case.
04-29-2011 08:07 AM
Hi guys,
I am working on this from TAC side and wanted to let you know that I have created new defect to cover IPPA and CAD-BE behavior:
CSCtq01952 IPPA agents not shown in CSD Agents - Team Summary page when no calls
No ETA yet as this is brand new.
If anyone else is seeing this issue with IPPA/CAD-BE agents please do post here.
Thanks,
Goran
03-15-2012 12:24 AM
Is there any progress on this issue, experiencing the same issue.
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