The best way to mark calls handled for calls that land in the queue and not answered by the agents is to place the step "set contact info -handled" after select resource under the queued branch, if your BU is stating that they need those calls to be marked as handled rather than abandoned.   There is another way to mark the calls as handled, is using contact inactive exception goto-> set contact info -handled-> end.   If the callers are getting disconnected while the calls are getting transferred to agents, then there is a bigger fish to fry, may be the calls are getting dropped.   Regards, Chuck ... View more

Can you verify and make sure that agent 1 was indeed the part of CSQ the first caller called into. Remember: to be a part of a CSQ agent needs to have all the skills in that CSQ.   You can probably pull from stock reports to identify the call that came in at 4:05 PM and check which CSQ it went for. And then verify the agent, by opening a printable report of the resource to check that agent is part of that CSQ.   Otherwise this is an odd behavior, and MIVR traces needs to be analyzed. HTH Chuck ... View more

Yes you can regenerate them. You can also regenerate them through the OS administration page. Security->Certificate management Open the expired tomcat cert and hit "Regenerate"   Restart Cisco Tomcat on the affected node. CLI: utils service restart Cisco Tomcat   Try agent login.   Keep me posted HTH Chuck   ... View more

Have you tried restarting the "Cisco Unified CCX Notification Service" ? ... View more

Its not suggested to compare the two reports, the reporting template used for the calculations are different.   However you can raise a TAC to get more clarification, to understand the depth why there is a difference. ... View more