AACC Reporting Detail disparities issue

[telklass]

Hi Guys,

Suddenly strange issue appears from time to time on AACC while pulling out details on Real Time reporting,

On Skillset last 10 minutes table, data info about agent logged are not the same ,
Suppose 19 Agents are logged , which i can see on the row Agent Log In but this info details are not matched by doing the sum of the total Active agent _Agent idle and Agent In Not Ready _ For example :
I have currently 19_ Agents Logged In_ and in the row Agent active : 7 , 4 in the row Agent idle and 5 in the row Agent In Not Ready. With the total of 19 Agents currently logged in, 5+4+5 do not equal with the 19 Agents .

Could you please guys know how to troubleshoot such a case .

Look forward to your reply

Thanks !

 

[effort1584]

There are other states agents can be in (busy, presenting, on other skillset call, etc.). That data is not meant to be a total of the logged in agents (one of the most common mistakes is trying to cross validate numbers that do not contain all values). It is the total of agents in those particular states. The total logged in is the total logged in.

 

[telklass]

I see_

With a test trying to force an agent logout then login, i can see the event log in the Agent Login row (decrease then increase) which means that the system send information an a real time ... i was able to see that in the row Agent Logged on other Skillset was none (0) , and then the total of all still does not equal with the total Agent Login . I also checked if this is related with the time sync.

This particular issue can be solved by restart the CCMA service on the server, but i wonder if there is a technical way to solve a such problem and also what this is really related to. So far , even if the problem is fixed by i still have the doubt.

Thanks !

 

[telklass]

Hi Guys,

I return to this post, i was searching on the WEB in order to find out what is the root cause of the issue...

In case i was not so clear, the problem appears on the Public Tabular Displays function on CCMA, by opening an RTD window like (Skillset_Since_Opened) look at the row of Agent Login what you can see is sometimes the value of Agent currently login in is not equal with the value of information that is in the row of Active Agent,same for the other row... and so one. This is what the Supervisor that manage the board called "Disparities" . I know by proceed with a restart of the CCMA_ICE_Report service on the server it is possible to be fix it, but at the same time it will initiate the report that is not a good thing for Supervisors.

The question is How all of that is happen ??

None of the existing AACC documentation related such a problem, for those who have years experiences on this platform ,in case they know what it is exactly, please share .

Look forward to your reply.

Thanks !