User Unmapped

[expack]

Hi,

Getting user unmapped when pulling records with participant station = .....

Users are mapped to multiskill.One skill is added in AES.

but out of 15 users three agents tagging is perfect.

for rest its showing user unmapped.

System : NP R2
Trunkside recording

 

[AlmostMe]

Do a basic search for last hour and don't specify agent or extension but have columns displayed in results. You should get two indexes per call. One will be mapped to the agent with no station, one will be mapped to Unmapped user with the station. I don't know why NICE reports calls like this, it's annoying.

 

[cellspam]

expack,

get it segment id and make the query in the db and see how is the iniciator from the call, maybe the iniciator is not monitored by nice.

 

[whydoibelieve]

check users setup in user admin and check to ensure details are correct.

go to interactions database on interaction server and check for exp041 u will need the interaction id not segment as segment refers to a conf call of a call that is user unmappd and check its exp. if it exp041 then the user is not set correctly in user admin.

check failed devices text file located in nicecti directory to see if devices are failing to be monitored