I am running ICM 4.6.1 & am facing the following problem.
The TalkOutTimeToHalf in Skill Group Half Hour & Agent Skill Group Half Hour Tables are not getting populated. All the data is 0. But the AgentOutCallsToHalf Column, AgentOutCallsTime & AgentOutCallsTalkTimetoHalf are getting populated.
Does Cisco has a Hotfix for this ?
I do not clearly understand your problem. But I did a quick search for any possible bugs with the keywords from your query and I landed at the following bug with the fix details in it. Please see if this is your case. or else you can widen the search further in the toolkit.
The URL is http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCma06998. It says you need to apply hotfix hf#111 for ICM release 4.1.5 for resolution
Hi Anand, please try to set-up different call types for outgoing calls, at that moment you should be able to track them down in the reports for call types.