Agent Performance reports showing zero's 1

[TelecomTech34]

Anybody have any suggestions why I would have agents who show up taking calls all day on other reports like Agent by Skillset Performance but show zero's on Agent Performance reports? I looked to make sure their Position ID's and Login ID's don't conflict with any other extensions in the system and confirmed they are logging in and logging out correctly. Our vendor suggested maybe deleting the user out of AACC and then adding them back. Any advice would be appreciated.

 

[effort1584]

Please attach exported reports for the agent by skillset and agent performance so we can take a look.

 

[TelecomTech34]

How do I do that? LOL...I apologize for not knowing. I exported the report to Word but don't know how to attach to the forum. Do I have to copy and paste all those pages, it won't let me attach the word doc.

 

[effort1584]

Okay, I just assumed that would be an easy function. This is just a test attachment.

 

[effort1584]

The attachment function appears to not upload the file, but must be a public link / URL.

 

[TelecomTech34]

So basically the report shows two specific callers taking calls throughoout the day and when doing the Agent Performance they have all zero's. I confirmed the obvious, the reports are being run for the same time and same day and the agents are in the same skillset. Not sure what other options I have. I will try removing them from AACC and rebuilding I guess. This has happened throughout the whole month, to random agents but only for this particular department/skillset not any others.

 

[effort1584]

Are you running for the same type (interval/daily/weekly/monthly)?

Any chance the Agent Performance report is customized?

 

[TelecomTech34]

Yes the same intervals. I'm just running the Agent by Skillset for 1/8/2014 from 7:30 to 4:30, which shows all the agents in the skillset for that day. Then running an Agent Performance for the same day and time for those agents in the report.

 

[effort1584]

And you see calls in the agent by skillset report? No calls answered in the agent performance?

 

[effort1584]

Check this directory D:\Avaya\Contact Center\Manager Server\iccm\data\sdm\stats\data
If if has 22 files, all current within 15 minutes it is fine. If there are any that have not been updated in more than 15 minutes then they are files that didn't process.

Check this directory D:\Avaya\Contact Center\Manager Server\iccm\data\sdm\stats\error
If it has files they are statistics that have not been successfully processed. Copy these files to the directory D:\Avaya\Contact Center\Manager Server\iccm\data\sdm\stats\data

If either case showed files that didn't work then you will need to stop and start the HDM service to get them to be seen and have the system try to process them. It takes a couple of minutes to start the processing.

 

[TelecomTech34]

Yes calls in agent by skillset no calls in agent performance. I will check the directories asap. Thanks you have been very helpful