CCR View not matching the actual agent activity

[fedphone]

We have a CCR R6 running - we have Supervisor open with the agents status showing. It shows agents as AVAILABLE when in fact the agents are talking on que calls. Support told us to reboot -and it fixed the issue today.

Has anyone ever seen any thing like this? suggestions on how to troubleshoot this?

help - thanks

 

[tmcd123]

Make sure you are running the latest version of CCR.

 

[tlpeter]

fedphone, are you sure that the status is for "Q" and not for "sys"?

I made the same mistake
When it is "sys" then it is a system wide setting.
It then will show available when it is available for one group even when the others are not.
When you select "Q" then it only shows that group (queue)



BAZINGA!

I'm not insane, my mother had me tested!

 

[fedphone]

Double checked and its not working properly - the watching an agent on the phone on a queue call and viewer shows the agent is ringing and ringing for over a minute - queue set to ring 3x then go to next agent if unanswered....

Here is the wierd part - historical reports are correct.

 

[tlpeter]

Is the pc one form 1980 or is it a nice quick one?
When the browser is slow then you will not see the updates quick enough or not at all.


BAZINGA!

I'm not insane, my mother had me tested!

 

[fedphone]

New Dell Server with Server 2008 SP1 Xeon 2.4Gb processor 4Gb Memory - 6 agent call center - should be plenty

 

[tlpeter]

Does it act like that when you use the browser on the server itself or on a browser on a pc?

The performance of the pc can give strange things on the screen too.
When the pc itself is bad and/or slow then the browser is slow too.


BAZINGA!

I'm not insane, my mother had me tested!

 

[fedphone]

Tested that and the info is incorrect on the supervisor PC and when logged into localhost on the server and logging in as supervisor

Interesting - the call detail report is correct so the server is collecting the right info just not displaying it correctly

 

[tlpeter]

I do an quote of myself because i think you did not answer it:

fedphone, are you sure that the status is for "Q" and not for "sys"?

I made the same mistake
When it is "sys" then it is a system wide setting.
It then will show available when it is available for one group even when the others are not.
When you select "Q" then it only shows that group (queue)

BAZINGA!

I'm not insane, my mother had me tested!

 

[fedphone]

For example - one of the status is showing an agent as RINGING for 5+ minutes when the call detail shows it rang for 3 seconds and was answered by hte agent. the status never changed....

 

[tlpeter]

What version CCR do you use?
What version ipoffice do you use?


BAZINGA!

I'm not insane, my mother had me tested!

 

[fedphone]

IPO 6.0.18
CCR 1.2.6.2

 

[tlpeter]

Try the 1.2.7.1 CCR and see if it fixes your issues.


BAZINGA!

I'm not insane, my mother had me tested!

 

[fedphone]

I have a ticket open with AVAYA - hesitatent to make a change to the config/monitor i sent

 

[tlpeter]

Then wait
The reports are good so i think i would do the same.


BAZINGA!

I'm not insane, my mother had me tested!

 

[fedphone]

So avaya said... check the network; did you install it right; look at event logs; all stuff we tried... but - we also have the same agents in the primary hunt group and the same ones in the overflow hunt group too. They said that might be an issue. Can anyone tell me how to configure the following?

we have 6 agents in group 1 – calls overflow to group 2 after 120 seconds – we have agents who log in when they hear an overflow chime sound and they are free from other tasks (they enable the HG). Customer wants that if an agent in group 1 becomes free at 125 seconds they call can “return” to group 1 – how do we do that without having them logged into two groups

 

[nunodavid]

Hello,
We have a similar issue.
Agents Available Queue stat shows more agents than individual Agent Status (sys).
@tlpeter I don't understand your sys vs Q point (my limitation, I guess). If agents are on Q calls shouldn't it show "Busy" and "Busy Alt-Queue" rather than "Available"?
My feeling is that CCR has such glitches and we can't do much about it.

 

[tlpeter]

Q is for queue (group
Sys is for system.

When you are available for one group but not the other then Q could show busy and sys will show available because you are stil available for the other group.


BAZINGA!

I'm not insane, my mother had me tested!