Agent Real Time Displays 1 hour ahead

Greetings all,
Agent Real time display are showing 1 ahead hour of clock system.
Anyone have a suggestion if this is a bug or configuration issue ??
I have attached a screenshot to simplify
UCCX: 7.0

Hello Leonardo,
Could you please check if the time display by the Real Time Reports is the same time of the server??
Also I would like to know if the server and the agents are configure to use the same time zone??

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Agent real time display not ready time is inaccurate

Agent Not Ready Detail in Webview-Agent Realtime Reports in CAD.
I am looking at the agent: Agent Not Ready Detail Report in Webview and comparing this to the Agent Real Rime Display in CAD. If I manually add the Not Ready times (state durations) from the agent ACD state log, they equate to the Cisco Web View agent report. However, the Total Not Ready column from the Agent Detail Display report in CAD does not sync up with either Webview or CAD. Its more than an hour off.
The Eastern managers are looking closely at these numbers now and one of the agents questioned the report in CAD today and brought this to a manager's attention. It is more than an hour off which is a big difference.
It was comparing the state duration for not ready from the ACD State Log Display (for example the 5 seconds at 10:15:04 in screen shot 1) to the total not ready time from the Agent Real Time Display Displays report (3:48:59 in screen shot 2). The total individual state durations of unavailable time from report #1 does not equal report #2 and I would think it should. If not explain why?
From CAD client > Real Time Displays > Agent ACD State Log Display. If you add up all the Not Ready times and compare with webview, it matches. No problem here.
From CAD client > Real Time Displays > Agent Detail Display (this doesnt match up with webview report or the total Not Ready times in Agent ACD State Log Display).
We're looking to know either
1. How exactly the not ready state time is calculated
OR
2. Where to find the information on how this is deteremined.
I appreaciate any response. Thank you.

Is it all agents or only one/some?
What does CSD show? Can you post a screenshot of the CSD main screen for a team?
Also, please post the traces from Desktop Recording and Statistics Server.

CAD agent detail real-time display

UCCE with CAD:
When agents show their statistics in the CAD window, and select Agent Detail Real-Time Display - the Avg Talking field is showing the same number for ALL agents. For example, each agent shows a value of 2:26 for Avg Talking. It would seem to me that this field should be specific to each individual agent, and not an average of all agents in the skill group. The Cisco CAD User Manual shows Avg Talking to be "The total time on calls (all talk time + all hold time) divided by the number of calls"
The other fields, i.e. calls presented, calls handled, etc, are specific to the individual agent and show different values as I would expect.
Am I mis-reading the documentation (which is entirely possible)? Has anyone else seen this?
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Robb

Hi Robb,
Found my old TAC Case. It was for an upgrade from 7.2.5 to 7.5.6 so you might be hitting a similar issue. This is the email of the escalation from Cisco to Calabrio for the issue I had if it helps when you talk to TAC:
Problem Description:
Detailed Description
Upgraded ICM from 7.2.5 to 7.5.8 (CAD 7.5.6), after upgrade, CAD realtime
display report "Agent ACD State Log Display" start time shows a start time of 00:00:03
against every state change
Business Impact
medium:Could not see the Agent login time correctly
Troubleshooting Performed
Similar case:
http://wwwin-tools.cisco.com/casekwery/getServiceRequest.do?id=613948701#not
e48
However, the fix is
actually to go into the LDAP utility and do a hack to a certain key
within the database. Unfortunately the previous case doesn't tell which
key to edit and what to change it to. I'm presuming it had something to
do with the time zone from a mention earlier on within that case, but
not sure.
No bugs found related to the issue.
Specific Assistance Required
Need assistance to fix the issue with ACD State Log Display
Cheers,
Nathan

How to reset numbers in real time display in Cisco Supervisor Desktop?

Hi all,
I wonder about numbers in real time display in Cisco Supervisor Desktop. There are many statistic number for example : Call Handled, Max Talking, Avg Talking, Max Ready, Total Ready, Call abandoned, etc. Is there any way to reset those numbers back to zero? Please let me know.
Thank you.

Joe,
I haven't tried that, but I'm very skeptical. The CAD Agent gets stats from two places - CTIOS and RASS. RASS keeps the call log information in a SQL Desktop Engine database.
Stats derived from CTIOS reset at midnight. Obviously, restarting the RASS service has no effect on those. Call log information is being kept in a database so it seems to me that a restart of RASS should also have no effect.
I guess I will have to try for myself.
Regards,
Geoff

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Hello,
We are facing an issue with Cisco Supervisor Desktop real time display "Agent Logs - call" and "Agent Logs - state". These two real time displays show "n/a" while select specific agents (some agents it show data as normal). For the agents who display "n/a" in CSD, in CAD the real time data display as normal.
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Does anyone experience this issue?
It seem that the real time display data in CAD and CSD are getting from the same source. How come the CSD show "n/a" when the data is available in CAD? Any idea, please help.
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Hi Anuj,
Thanks for your response. We are currently running on UCCX SU2. We used to reinstalled CSD/CAD already after we upgrade the UCCX to SU2. Our issue is now fixed by delete the user id of inactive agent from resource page and resync the directory services.
Just a note for anyone who might face similar issue, the recommendation is to first check the version of CAD/CSD running on the client PC (as Anuj suggest) and also comparing the user ID with the UCCX resource page. Be aware that user ID is case sensitive. Check the inactive agent list in the resource page. Delete the user id if you see it there. Then go to Desktop Administrator to resync the directory servcies.
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In CUIC agent real time report reason code for not ready it shows 50002 or integer we have configured in ICM.
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hi Experts,
When tickets are being created on CRM by the NA Help desk for UK customers,they are being created with a time of one hour ahead of the UK,
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Agent Real Time Displays 1 hour ahead

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