*UNKNOWN* showing in Standard Agent Display

[reklats]

Hi there,

Our supervisors recently started seeing "*UNKNOWN*" in the "Ans Sklst" column of our Agent real time displays (RTD). It seems to be very intermittent and does not affect all users.

Refreshing the RTD does get rid of it, but I am interested in finding out what the root cause of this is, so it can be resolved completely.

Does anyone know what causes this?

 

[BkMesser]

Could that call be going directly to the acd queue??

"Mongo only pawn in game of life.

 

[reklats]

I'm not too sure. I suppose that if ACD had kicked in while these calls were in Symposium, that Symposium might not be able to report on the information anymore. The problem with that theory is that when the RTD is refreshed it does show the skillsets again, indicating that it was in charge of the call the entire time.

There could be a temporary interruption of some type, and that when the refresh is performed, Symposium is back??

I'll look into this.

Thanks!

 

[sandyml]

Sounds like delay/congestion on the data network.

 

[Milesprower]

This is definitely a network issue. Make sure IT has updated their DNS table with the correct server name.

 

[captaingadget]

Agree with Miles, I had a similar problem with the names saying "unknown". It was definitely a DNS issue.