VuStats or BCMS Double Counting?

[phonegirl27]

Hi we are running CM 7 and CMS R18. I have a VuStat display format configured.

Object Type: Agent
Update Interval:10

I have 3 elements:

Shift-acd-calls - Ref: All
average-acd-talk-time Ref:All
Shift-Aux-Time-All


For some reason it appears to be double counting the ACD calls. CMS shows the agent took 2 calls but the agent's Vu-Display is showing they took 4?
If I look at a list BCMS skill report - it shows 2 ACD calls
If I do a monitor bcms skill the agent shows 4 calls

These agents only have 1 skill so I just can't figure out why its showing double on the VU-Display and in the monitor, yet the list seems to have it right?

 

[MariuszLS]

Hi,
did you resolved this issue ? I have the same at CM 7 and CMR R18..

Update: Received email from Avaya :
"Issue with vu-display button. On 6.2 it was working now on 7.0 vu-display button is showing double the calls an agent takes in a day. CM-13002(7.1.0.0.0) CM-13016(7.0.1.2.0)"

ACM has to be upgraded to: 7.0.1.2.0

hope it helps !

Regards,
Mariusz