Reports not showing agent name

[dannoWI]

When agent reports are run instead of showing both the agent name and agent ID the only thing that is populated is the agent ID. The agent performance report and the agent performace by supervisor are 2 examples.

 

[lretrievers]

When an agent leaves, are you deleting the agent and building a new one when another one comes in, or are you changing the agent name in the profile and reusing the same profile?

How are these agents being built, classic client or web client?

 

[dannoWI]

The agents are being built in classic client. I believe these agents were built by supervisors with access. The agents should have been put in new but the supervisors may have changed something after creating them. Won't get a good answer to that. Would this be caused by just making changes to an agent?

 

[carolien]

we allways changed the name of agents in classic client and never had any problems with reports.

 

[lretrievers]

If you are utilizing web client, the agents should be built using a web client rather than classic. The web client offers a really easy way to copy agent profiles to a new agent profile so that you don't have to create an entire new agent.

The preferred way of building agents is to build them new, not change people's names on the agent profile. I have seen it cause problems before with reports with this very same symptom, being able to run reports by agent ID but not by name.