BCM50 Release 3 - Reporting for Contact Center Issue

[Matthew092677]

I have an issue with Reporting for Contact Center on a BCM50 release 3.

Checking both the "Real Time - Agent Detail Stats" and running a "Agent Profile by Agent" report. In the morning calls made and recieved by each agent match up between the real time and reports. However something happens each day where incoming calls answered by some agents start showing up as "CC Conf" and outgoing calls on the reports stop being logged.

By the end of the day the Real Time stats are still acurate but the "Agent Profile by Agent" report is no longer acurate. The outgoing calls for some agents are much lower than actual calls made and the incoming calls are logged as "CC Conf"

Has anyone experienced this problem before? Does anyone know what "CC Conf" means in terms of calls answered by a skillset?

 

[morenot]

Check This:

Reporting for Call Center (RCC): Agent Profile by Agent report generates incorrect value for CC Transactions


Document Id: KB90994267
Last Modified Date: 07-15-2010
Support Goal(s): Business Communications Manager 50
Access Level: External Entitled


Description (Problem Clarification)


Why is does the total amount of "CC Transactions Answered by Agent" generated by the report decrease as the month progresses?

This issue was found withReporting for Call Center (RCC) on a BCM50 R3 system when generating the historical report: "Agent Profile By Agent" .

A RCC usergenerates the historical "Agent Profile By Agent" database report to find the total "CC Transactions Answered by Agent".The user then generates the report again a week later.The total "CC Transactions Answered by Agent" listed in the report is incorrect.

On each subsequent generation of the "Agent Profile By Agent" report, the total of "CC Transactions Answered by Agent" decreases, rather than increases.

For example, the first week in the month, the report may generate 1500 "CC Transactions Answered by Agent", the 1st and 2nd week may show 700, and then the 1st, 2nd and 3rd week may show 400.

Resolution Plan


This issue was resolved with software update: BCM050.R300.RCC-199, and thisupdate is contained inBCM050.R300.SU.Desktop-212.

Install BCM050.R300.SU.Desktop-212 or later.

Patches are available from the Enterprise Solutions PEP Library (ESPL) at

http://www.nortel.com/espl

Saludos...

JLMT//