MISSING INTERVAL IN CMS (SKILL) INTERVAL REPORT

[sleekelly]

My system is a S8720/G650 using CMS for reporting. I noticed that for a particular day an interval was missing from a skill interval report. What could have gone wrong and how can i get that interval back. Thanks

 

[DAVIDPAYNE]

Was there a system restart during that interval?

 

[inerguard]

If there was no calls during that interval then it can appear as if the interval is just missing.

Do you know if there was definatley calls uring that period?


[Started on Version 3 software 15 years a go]

 

[sleekelly]

Thanks for your responses,
David,
There was no deliberate system reboot. How do i confirm if the system rebooted on its own.

Inergard,
I expect that there were calls in that that interval, even if there wasn't it would at least record zero. The thing is the time-stamp for that interval is not even listed in the report. The list time interval jumps from 4:30-5:00 to 5:30-6:00 skipping the 5:00 to 5:30 interval.

 

[inerguard]

check if there was any agents logged in at that time. If there was no calls and no agents logged in at that period, some reports omit the interval.


[Started on Version 3 software 15 years a go]

 

[simreal]

It's wont matter if there were agents loggeed in. If there are no calls recorded during an interval the interval will be non existant.

The reports wont show you a 0 where there are no calls .. that interval will simply not show up at all.

A reboot wont prevent an interval from showing up unless the reboot took longer than one interval (and covered an entire interval) to complete.

 

[Stinney]

If agents were logged in it will report on the interval even if there were no calls as it reports on the Avg Pos Staff.

A reboot will prevent an interval from showing up if the reboot happens while the interval is being sent to the CMS. It is unrecoverable after the CMS attempts to send it. The transmission of an interval doesn't take the entire interval time. In our system it's only about 4 minutes total for the interval to be sent.

- Stinney

Quoting only proves you know how to cut and paste.

 

[sleekelly]

Hello guys,
Thanks all for you responses. I have investigated the scenerio and i discovered the following;

1. The split/skill interval report would report 0 if agents are logged in but no call are offered.

2. The only time when the interval would be left out from the report is when there are no agents with that particular skill logged in during that interval.

Thanks inergard for pointing me in that direction.