CCR and SkillSets

[JohnLarry71]

Hi ...

I have an CCR Installed, and I add an Administrator user and assigned all skillsets to it, when I go to Reports and try to print a report and after submit the table to assign skillsets is empty and I cant generate a report.
In the Real Time Report I can see all the skillsets on the table and i can see the agents activity real.

How can I solve this ?

Many Thaks

 

[Quirkafleeg]

Ok, here are a few things.

The data that comes from the BCM is separated into 2 sections, or "streams": Historical and Real-time. The real-time can be used immediately, but the historical can commonly take up to 2 hours before any changes in the BCM are reflected in the data. The 2 streams are independent of each other (although the data comes from the same CCRS App Server), which is why one stream can work when the other doesn't. In my experience, it is the historical that has the lion's share of the problems - which tallies with your experience.
Given the 2-hour delay information and the date of your message, has this issue "fixed itself" yet?

What BCM and CCR versions are you using? This issue may already have been fixed by a newer patch.

The following is a list of steps to try one at a time, to see if it fixes the problem:
1) Restart the RCCLauncher service on the web-host PC
2) Restart the web-host PC
3) Restart the "postgres" and "CCRSAppServer" services on the BCM using Business Element Manager.
4) Reboot the BCM
5) Contact Avaya (or whoever is your support point of contact for BCMs)

 

[SupportDude]

I've had a couple of these that actually took a day for the skillsets to show up for the historical reports, even thought the contact center download completed 100%.
RCC can be a really quirky app at times.

-SD-

http://www.mysupportguy.net