Agents not reporting

[brewerdude]

For the first time, I setup a group of agents with "roaming" capabilities who in are a training lab so they can log into any phone in there. However, for all expect three of them, they are not showing up on any reports. I can see them in the RTD and they are logged in, and when I look at their user profile I can see the TN they're on, but nothing appears in the reports (I ran a login/logout and an Agent DN Performance for this group). I've also verified that the phones are acquired to Symposium. We're on an 81C with Symposium 5.0 (SU03)

Is there anything in the config I'm missing?

Here's one of the phantoms:

DES 10410
TN 156 0 02 03 PHANTOM
TYPE 500
CDEN 4D
CUST 0
WRLS NO
DN 5477 0 MARP
AST NO
IAPG 0
HUNT 3123
TGAR 1
LDN NO
NCOS 4
SGRP 0
RNPG 0
XLST
SCI 0
CLS CTD DTN FBD XFD WTA THFD FNA HTA ONS
LPR XRD AGRD CWD SWD MWD RMMD SMWD LPD XHD SLKD CCSD LND TVD
CFTD SFD MRD C6D CNID CLBD AUTU
ICDD CDMD LLCN EHTD MCTD
GPUD DPUD CFXD ARHD OVDD AGTD CLTD LDTD ASCD
MBXD CPFA CPTA DDGA NAMA MIND
MCRD
EXR0 SHL ABDD CFHD DNDY DNO3
CWND USMD USRD BNRD OCBD RTDD RBDD RBHD FAXD CNUD CNAD PGND FTTC
RCO 0
PLEV 02
AACS NO
MLWU_LANG 0
FTR CFW 4 1467
FTR FDN 3123
FTR DCFW 4 3123
DATE 22 AUG 2005

Here's the phone the agent is logged into:


DES 70457A
TN 084 0 15 04
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN 3123
TGAR 1
LDN NO
NCOS 4
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA TDD HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD FITA CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN

CPND_LANG ENG
RCO 0
HUNT 3123
LHK 2
LPK 1
PLEV 02
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 6790 0 1466
AGN
01 SCR 1467 0 MARP
02 SCR 1468 0 MARP
03 NRD
04 MSB
05 DSP
06
07
08 AO6
09 TRN
10 CFW 4
11
12
13
14 MWK 3123
15
DATE 19 AUG 2005

 

[Stagemusic]

The first thing that I would make sure of is that the Agents are assigned the same skillsets as those that do show up and that they are assigned to a supervisor. If there was an agent logged into this phone when you printed it, I do not see a SPID.

 

[DancingDave]

Don't you need to have IAPG = 1 plus AST set on any DNs that you want to report against?

For ACD/skillset reports, this would be on Key 0 (therefore AST 00), but you could also add in 01 and 02 as you phone appears to have a couple of secondary DNs too.

DD

 

[Stagemusic]

Yes, the IAPG needs to be 1 and you should set the AST to 00 01 for reporting.

 

[brewerdude]

Hmmm... Here's the set of an agent that is reporting, however, he doesn't have IAPG or AST setup:

DES 70453B
TN 084 0 04 03
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN 3123
TGAR 1
LDN NO
NCOS 4
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA TDD HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD FITA CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN

CPND_LANG ENG
RCO 0
HUNT 3123
LHK 2
LPK 1
PLEV 02
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 2 5 6 9 10 11 12 13 15 16 17 18 19
SFRB 1 2 15
USFB 1 3 4 5 6 7 9 10 12 13 14 15
CALB 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 6790 0 1445
AGN
01 SCR 1446 0 MARP
02 SCR 1447 0 MARP
03 NRD
04 MSB
05 DSP
06
07
08 AO6
09 TRN
10 CFW 4
11
12
13
14 MWK 3123
15
DATE 19 AUG 2005

 

[lretrievers]

When you are pulling the report, are you trying to do it by agent ID, or agent name? If you haven't tried pulling the report by agent ID, do that and see if you get any statistics. Also be sure who is running the report has the appropriate privileges to see those agents on their reports (if web client, be sure the agents are assigned to the appropriate partition or on Classic Client, check the Supervisor tab and see if who the agent is reporting to).

AST and IAPG have to do with CTI and/or IVR applications and are not required for regular ACD call processing or Symposium call processing.