Standard Agent Display - Real Time Reporting - Level 1 & 2 colors..

[dehlert]

I am noticing some inconsistencies on my Standard Agent Real Time Reporting Displays.

Our current Agent Thresholds are as follows:

Threshold Level 1 Level 2
Not Ready 120 300
Idle 60 300

The display has Level 1 set to be "Yellow" and Level 2 to be "Red".

From all documentation, the above values are in seconds.

The inconsistency I see is I can have two agents that have been either idle or not ready for practically the same amount of time and one will have a color in their "Time in State" column and the other one will not be colored.

Is there something I am missing that would explain this inconsistency..??

We are running Web Client 4.5 (SU03).

Thanks in advance.

David Ehlert
IT Analyst - Communications
County of Fresno

 

[johnjose]

Did you check User Properties - item Treshold, is the same for both?

jj

 

[dehlert]

Yes, it is the same for both. At this time, we only have one Agent Threshold for all Agents.

David Ehlert
IT Analyst - Communications
County of Fresno

 

[dehlert]

Any thoughts from anyone on this problem..??

I was watching my real-time display today and for a while, I had two Agents who were displaying the Level 2 color and two people who were not displaying any colors.

All four of the had "Not Ready" times of over 30 minutes (3600 seconds)..!!

Is there anything special about how a "time in state" will "trigger" the level 1 and level 2 colors....???

Thanks in advance.

David Ehlert
IT Analyst - Communications
County of Fresno

 

[lretrievers]

There is an SU06 out there for your Web Server, I would get your vendor to get the latest and greatest on there. I have seen this happen when some agents are created by FAT and some are created by Web Client. Once you have installed the Web Client, all administration of agents should be done by Web Client.

 

[dehlert]

Thanks lretrievers for the information. I will talk with my vendor to see when we can schedule them to move us to SU06.

They recently updated us from SU03 to SU04, so it may not be difficult to move to SU06.

In the mean time, between myself and the User Department's Analyst, we noticed that this happens only for people who are assigned to two specific Supervisors. All other Agents under the other 15 or so Supervisors properly have their "Not Ready" threshold colors appear.

We are thinking about deleting each of the users and the two Supervisors and rebuilding each of them again.

Any thoughts on if this may work or not between now and when we can get SU06 installed..??

Thanks in advance.

David Ehlert
IT Analyst - Communications
County of Fresno

 

[lretrievers]

You can try that, I would make sure I did all the admininistration (deleting and adding the users) in the Web Client. You might try just making a modification to those users and see if that makes a difference.

Is your web server running co-res? Or is a separate server? If it is running on a separate server, try launching RTD in the FAT client and see if you have the same results or not.