CCC Reporting and Agents not showing

[mlc9]

We are running IP Office 3.2(17), IP Office Manager 5.2(17).

Our setup is pretty basic as we have individual users added to a system, with many of them part of a particular hunt group. When pulling CCC Reporting stats for a particular Agent(Hunt) Group, we are having some agents and their stats not show up at all. You can successfully look at the individual stats for that particular agent on their own, but when pulling the stats for the group as a whole, they do not appear. I have double checked all of their user settings compared to an agent that does show up under group stats, and everything is the same.

My guess is that we are running up against a licensing issue. Within IP Office Manager > License, we have a total of 25 CCC Agent licenses. My research shows those licenses, or lack thereof, may affect CCC Reporting. Is that true? We just happen to have a total of 25 agents as members of the particular group in question, though. If that membership group happened to exceed 25 agents, does that mean only the first 25 signed in get reported on, etc?

Just wondering if my thinking is going down the right path.

Thanks

 

[mlc9]

I think I am answering my own question, as I found this from the Avaya Reporting manual:

• There are too many Agents logged on for the number of agent licenses – Data
inconsistencies. If the agent license is only for 10 agents (when there are more than 10
agents), then only the first ten agents logged on will show on CCV and will have their
Calls and report information indexed.

If this is the culprit, does anybody know if these licenses are con-current? Meaning, let's say I have 25 licenses and 25 agents logged in to a hunt group. If over the course of a day one of those agents logs out and a new agent begins their shift and logs in to that 25th spot. Will I get stats on all 26 different agents for that hunt group during that day?