hello,
We upgraded from Avaya CCC call center technology to CCR about three weeks ago (installed 1.1 on 2/21/09) and CCR has never work correctly. The last few business days I've been dealing with some paid Avaya 3rd party tech support assistance to try to get the CCR issues resolved but they're Stumped as to how to fix them. In a nutshell the problems are
(1) We've been since Day 1 of having CCR installed have several Agents missing from their respective Queues in View (and we're not out of Agent licences). All the agent names that are displaying vs not displaying in CCR View are apparently & erroneously a Static listing when it should & needs to be Dynamic. The agents that appear right now in CCR V.1.2 are the same tally of Agents that have appeared since day 1 when I installed CCR v.1.1.... there has been apparently no additons & no subtractions to the agents view tally that I can notice. And I've made a couple Agent additions and subtractions since v.1.1 was installed. The most recent Agent change was:
Around 10pm last Saturday night I for the first time since CCR has been running in our office needed to remove an Agent who left our employment Friday. I went in manager and altered the ex-agents name & in supervisor settings removed the login code, unchecked force login & ccr agent, and in manager the agent became just a standard user extension, them i removed them from the CCR-enabled queue they were in, then applied the config to the server. While doing this work in manager I had a ccr supervisor view up and was watching the queue & agent listing the ex-agent was in. Very soon a red font text message appeared in view that said something like " the supervisor view has changed, please refresh you view". I clicked another tab, then went back to the view tab...and was expecting the Agent to be gone from the queue. However that's not what happened...instead their name changed to the new name I had just made, and all the Agent statistics columns for this person look the same as the other employess in that Queue except for one, Agent State(SYS) T which instead of having a running tally says Logged Out. The main problem going on here is that the ex-agents' still in CCR when shouldn't they be gone after 5 minutes max??
So what part of the CCR technology is not functioning properly & causing this ongoing data miscommunication error with the phone system server? There's no errors appearing in the Administrative view of CCR?
According to the CCR 1.2 Users Guide: Miscellaneous: Configuration Changes
Removing an Agent from a Queue
Wait up to 5 minutes and then refresh the view. The agent's contribution to the queue's performance is still included in the queue statistics but they are not included in the view of agent statistics. The agent's statistics are still accessible within historical reporting.
Deleting an Agent
Wait up to 5 minutes and then refresh the view. The agents contribution to the queue's performance is still included in the queue statistics but they are not included in the view of agent statistics. The agent's statistics are still accessible within historical reporting.
I believe by my this weekend changing the Agent that left our employment Friday to not be an Agent but just a regular Extension & to not be in the CCR-enabled Queue any longer from reading what the User Guide says to me That Agent Should Be Gone from the View of that Queue in CCR.. i.e. ” they are not included in the view of agent statistics”.
FYI, as of right now this ex-Agent is still appearing in CCR View just like they were yesterday and Saturday night.
To me, them still being seen in CCR’s View is a technology problem with CCR. They haven’t been classified as an Agent for over 24 hours now.
And I’m still left wondering why we have several “missing agents” in several queues….these Agents that are currently and have been here classified as previously CCC agents (I believe most if not all of the currently “missing” agents were in the system as CCC agents before the first CCR v.1.1 upgrade) and now CCR v.1.1 was first installed over two weeks ago. Why didn’t the 1.1 install pick up Every CCC Agent we had and make them CCR Agents?
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(2) going along with (1), when you're running historical reports in CCR some of the above missing agents from View will appear on some historical reports but not others and it's somewhat random.
For example:
If you run an Agent Summary report on one queue and you compare it to the call summary report on the same queue with all other time/type paramaters set the same, some of the above "invisible from View" will not be on the Call Summary but will be on the Agent summary report
Then, if on the same queue and same time/type paramaters run
a Call Detail report you'll see the "missing from view" Agents But the call data on them will be randomly incomplete, i.e. you only have some days of call traffic for the two above "missing" Agents, and it seems random as to what data is missing. For example last week I ran all these reports Friday afternoon on one queue where the time paramater was the whole week and for two "invisible from View" agents who both worked all five days last week one Agent data for 3/10/2010 was missing but for the other Agent data for 3/10/2010 & 3/11/2010 was missing?
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Does anyone on this forum know how to fix these CCR issues?
I'm getting increasing frustrated with CCR and I really want to like the technology!
Thanks!
David Robinson
Manager of Information Systems
We upgraded from Avaya CCC call center technology to CCR about three weeks ago (installed 1.1 on 2/21/09) and CCR has never work correctly. The last few business days I've been dealing with some paid Avaya 3rd party tech support assistance to try to get the CCR issues resolved but they're Stumped as to how to fix them. In a nutshell the problems are
(1) We've been since Day 1 of having CCR installed have several Agents missing from their respective Queues in View (and we're not out of Agent licences). All the agent names that are displaying vs not displaying in CCR View are apparently & erroneously a Static listing when it should & needs to be Dynamic. The agents that appear right now in CCR V.1.2 are the same tally of Agents that have appeared since day 1 when I installed CCR v.1.1.... there has been apparently no additons & no subtractions to the agents view tally that I can notice. And I've made a couple Agent additions and subtractions since v.1.1 was installed. The most recent Agent change was:
Around 10pm last Saturday night I for the first time since CCR has been running in our office needed to remove an Agent who left our employment Friday. I went in manager and altered the ex-agents name & in supervisor settings removed the login code, unchecked force login & ccr agent, and in manager the agent became just a standard user extension, them i removed them from the CCR-enabled queue they were in, then applied the config to the server. While doing this work in manager I had a ccr supervisor view up and was watching the queue & agent listing the ex-agent was in. Very soon a red font text message appeared in view that said something like " the supervisor view has changed, please refresh you view". I clicked another tab, then went back to the view tab...and was expecting the Agent to be gone from the queue. However that's not what happened...instead their name changed to the new name I had just made, and all the Agent statistics columns for this person look the same as the other employess in that Queue except for one, Agent State(SYS) T which instead of having a running tally says Logged Out. The main problem going on here is that the ex-agents' still in CCR when shouldn't they be gone after 5 minutes max??
So what part of the CCR technology is not functioning properly & causing this ongoing data miscommunication error with the phone system server? There's no errors appearing in the Administrative view of CCR?
According to the CCR 1.2 Users Guide: Miscellaneous: Configuration Changes
Removing an Agent from a Queue
Wait up to 5 minutes and then refresh the view. The agent's contribution to the queue's performance is still included in the queue statistics but they are not included in the view of agent statistics. The agent's statistics are still accessible within historical reporting.
Deleting an Agent
Wait up to 5 minutes and then refresh the view. The agents contribution to the queue's performance is still included in the queue statistics but they are not included in the view of agent statistics. The agent's statistics are still accessible within historical reporting.
I believe by my this weekend changing the Agent that left our employment Friday to not be an Agent but just a regular Extension & to not be in the CCR-enabled Queue any longer from reading what the User Guide says to me That Agent Should Be Gone from the View of that Queue in CCR.. i.e. ” they are not included in the view of agent statistics”.
FYI, as of right now this ex-Agent is still appearing in CCR View just like they were yesterday and Saturday night.
To me, them still being seen in CCR’s View is a technology problem with CCR. They haven’t been classified as an Agent for over 24 hours now.
And I’m still left wondering why we have several “missing agents” in several queues….these Agents that are currently and have been here classified as previously CCC agents (I believe most if not all of the currently “missing” agents were in the system as CCC agents before the first CCR v.1.1 upgrade) and now CCR v.1.1 was first installed over two weeks ago. Why didn’t the 1.1 install pick up Every CCC Agent we had and make them CCR Agents?
---------
(2) going along with (1), when you're running historical reports in CCR some of the above missing agents from View will appear on some historical reports but not others and it's somewhat random.
For example:
If you run an Agent Summary report on one queue and you compare it to the call summary report on the same queue with all other time/type paramaters set the same, some of the above "invisible from View" will not be on the Call Summary but will be on the Agent summary report
Then, if on the same queue and same time/type paramaters run
a Call Detail report you'll see the "missing from view" Agents But the call data on them will be randomly incomplete, i.e. you only have some days of call traffic for the two above "missing" Agents, and it seems random as to what data is missing. For example last week I ran all these reports Friday afternoon on one queue where the time paramater was the whole week and for two "invisible from View" agents who both worked all five days last week one Agent data for 3/10/2010 was missing but for the other Agent data for 3/10/2010 & 3/11/2010 was missing?
----------
Does anyone on this forum know how to fix these CCR issues?
I'm getting increasing frustrated with CCR and I really want to like the technology!
Thanks!
David Robinson
Manager of Information Systems
![[cheers]](/data/assets/smilies/cheers.gif "[cheers] [cheers]")