CSD Shows Incorrect Agent Team Summary

I did an upgrade for a customer for UCCX 8.0.2 to 8.5SU1. After the upgrade, customer noticed that when they look at the Agent Team Summary in Cisco Supervisor Desktop, the stats shown are cummulative of previous days. Example, if today's Wednesday, it shows records from Monday to Wednesday instead of just data for today. Everything else looks okay and all UCCX are "In Service". Supervisor logs don't show anything relating to errors or anything else. Anyone run into this? Just wanted to check with you guys before I open a TAC case and/or apply the SU2 patch.

Looks like the stats are not resetting at midnight, most likely you are hitting the below defect.
CSCtr65099 CSD Agent - Team State, State Duration is not sorted properly
http://www.cisco.com/web/ccbu/CRS/8/5/1/SU2/UCCX_851SU2_ReleaseNotes.pdf, pg 11
I would suggest you upgrade to Su2 before opening a tac case.
Shirish.

Similar Messages

UCCX Supervisor Desktop Agent team summary

Supervisor desktop agent team summary report are not showing accurate. Before restart the server we are facing a Agent logon time its not correct under the supervisor desktop agent page.
After restart that problem is resolved the Agent logon time but its giving another issue.
The issue the Call Preseneted time not accurate.
The running UCCX version is: 8.5.1.11004.25
Attached the snapshot.

What's wrong with the calls presented column? It looks like three of the four people didn't answer one of the calls presented to them which is what that column is supposed to show.

Cisco Supervisor user isnt under Agent's Team Summary

I am using Cisco Supervisor and Agent Robin Dean is under Agent Team State but she is not under Agent-Team Summary. Does anyone know how to get her in there? We are using UCCX 8.0.2.

There have been quite a few bugs over the years with agents not showing or disappearing from the supervisors desktop.
Make sure you have the latest SU installed, I think SU4 for 8.0(2)
Graham

Agent Team Statistics summary display - CUIC

Hi,
We are using ICM8.x and trying to get the data that will display in Cisco Supervisor Desktop as Agent Team Statistics summary display and display them as a report in CUIC tool. Can some give me an idea of how to achieve that in report Definition. Please post If any anybody already have report definition for that .

In UCCE, you won't find all of those statistics available for reporting. From what I see on your screenshot:
Logon Time - this is available in Agent Real Time reporting.
Calls Presented/Handled - You can get Handled counts up to the previous half-hour interval using Agent Historical reports. A "Presented" total would be a combination of Answered, Abandon Ring, and RONA for the agent.
Max Talking - This is not in any UCCE reports I've seen. Getting this data would require a custom report on the Termination_Call_Detail table, and would not be trivial to get.
Average Talking - Average Inbound Talk Time is quite easy to calculate from HandledTalkTime and CallsHandled in Agent Historical reporting.
Total Talking - There are a few different TalkTime fields in Agent Historical reporting.
Max Ready - This would not be in any existing UCCE reports... the only way I can think of to get this data from CUIC reporting would be to enable Agent State Trace on agents and report on the Agent_State_Trace table. Not an easy report to build, and quite resource-heavy to enable Agent State Trace on many agents.
Avg Ready - Like "Max Ready", not easy to get, and for the same reason.
I don't know what other fields are on that summary screen, as I don't have a CSD install here to reference.
The reason so many of these fields are not available is due to the data coming from different sources. CAD likely assembles all of that data for you, based on live data received from CTI Server. Meanwhile, CUIC gets all of its data from the AW/HDS databases. Perhaps UCCE 10.5 Live Data reporting will fill some of these gaps... I don't know.
Why do you need to replicate this as a CUIC report?
-Jameson

Will CSD shows Agent state as hold

Hi All,
Would like to know if Cisco supervisor desktop can shows agent state as hold?
Issue is that even if the Agent placed the customer on hold, Supervisor desktop will show the Agent in talking state, which will give wrong perception to supervisor
IPCC Version: 7.0(1)
CAD Version: 7.0
CSD version: 7.0
Thanks,
San

Hi San,
Within CSD, the hold times are joined together with the average talk (Avg Talking) time of an agent.
So the CSD display will not show when an agents has placed a call on hold
You can find this information in the following document on page 30.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/csd66ug-cm.pdf
Please let me know if this information has helped you.
Danny

CSD crashed after logon and selecting Agent Team

Hi team,
can anybody help? I have a problem with one supervisor user during logon CSD on a UCCX 8.0.2 system.
If this special user logs on the CSD client and after he selects agent team the client crash and will be closed.
This shouldn't be a problem of the client because with another user CSD works fine.
The special thing of this user, the CUCM user uses extension mobility and has no device associated but an user profile.
Thanks for your help,
Tobias

Based in the behavior, you could be affected by the following software defect
http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?caller=pluginredirector&method=fetchBugDetails&bugId=CSCtl86300
I advice you to open a TAC case, to check that out

UCCX Agent Team Change & CSD

UCCX 9.0(2)
Client is reporting issues where an agent changes team, but the supervisors continue to see the agent within their old team.
It appears in general that changes to a team's "assigned CSQ" nor to an agent's assigned team update in CSD. We've tried log out/login of CAD and CSD users, and Admin db resync, but nothing helps. Looking to avoid outage due to service restarts.
Assistance appreciated.
Brian

Cisco Supervisor Desktop pulls configuration information when it is first launched, this includes agents, teams, queue info, etc. Unfortunately CSD does not update this information during the course of its operation and requires closing and reloading the application to refresh this data.
HTH,
Tanner Ezell
www.ctilogic.com

Agent missing from Agent Call Summary Report

When running the Agent Call Summary Historical report in IPCC 4.5, we have found it will not list one agent. This agent shows in both Real Time reports and in other Historical reports, inclding the Agent Detail report. It doesn't matter if we rung the Call Summary report for one day, or several weeks, this agent never is listed in the report. Any ideas on what the problem, or solution, might be?

If this is still an issue verify that the agent is correctly assigned to an Agent Team via Config Manager.

Macbook pro shows incorrect storage information on SSD.

I am using a macbook pro. The storage information is shown wrongly. Control I shows the correct information but finder and space bar on the hard disk show incorrect storage information. Used space is actually 122 GB which is shown as 140 GB. Even omnidiskkeeper shows the breakup of 122 GB but the storage information summary shows 140GB.

   Re-index Macintosh HD.
   Spotlight reindexing will take a while to finish.
   System Preferences > Spotlight > Privacy
   http://support.apple.com/kb/ht2409

User is in team state but not in team summary - Cisco supervisor desktop

We have Cisco supervisor desktop where supervisor can see user in team state but not in team summary?? Any clue why is could be happening??
Any help is much appreciated
Thanks!

Hi David,
Not sure of setting an alert but Supervisor can use "Table 17. Summary display data"
Agents Not Ready : The number of agents in this CSQ who are currently in the Not Ready state.
And "Table 12. Team Summary display data (cont’d)"
Max Not Ready : The longest time the agent spent in the Not Ready state today.
And also refer the section "Creating Supervisor Work Flows"
Using the Supervisor Work Flow Administrator feature, you can configure your desktop to perform certain actions based on queue statistics for calls waiting and calls in queue for specified skill groups.
Refer the below link for more information on this.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/csd85ccxug-cm.pdf
Hope it helps.
Anand
Pls rate helpful posts !!

Agent State Summary Report - Total login duration abnormal

Hi everyone,
We just upgrade our call center to UCCX 8.0(2). Everything seem to work fine except we found something strange in Historical Report "Agent State Summary". Agents are working in 8 hours shift but in the Total Logged-in Time in Agent State Summary report show up to 20 hours (Time spend in Not Ready state up to more than 10 hours). This is happened to some agents only.
We have checked with the agents and they confirmed that they have loggout properly after working shift (when they finish, they logout of CAD and then logout of Extension Mobility).
We have checked "Agent State Detail" report, and found strange behavior (for thoes agents that have abnormal Not Ready state and long duration of Total Logged-in Time) as - after that agent Logout, they have change to Not Ready state with reason code 32759 (The system issues this reason code if the agent's phone crashes and that agent is placed in the unavailable state).
What caused this to happen? Agent shouldn't have any state after they logout.
Any idea?
Thanks.

Aaron
Just one more thing. for example SLA on the CSQ is set to 10 secs
Call is offered to the agent via Resource commend but the agent does not answer so RONA (15sec) is invoked and the call is re-queue - Does this impact SLA?
No agents are available so the call is queued with IVR- Does this impact SLA ?
Basically I guess the SLA is impacted if the call is either ringing on an agents phone after the 10 Sec SLA but answered or returned to queue if the RONA is say 15 secs - either way the SLA is impacted is this correct?
Sorry for the "obvious " question but customer stated that she was informed the SLA is only impacted on "ringing" time on the agents phone and not if the call is queuing, listen to on hold while queuing

"raidctl -l c0t0d0" in T1000 shows incorrect disk size

We are using hardware raid1, set up with raidctl command on our T1000. When I issue "raidctl -l c0t0d0" in our T1000 it shows incorrect disk size of 689.9M, instead of 136G. This seems to have started with 12/1/09 Recommended Patch Cluster for Solaris 10. Is anyone else seeing this and/or know of a fix?

Hello
We've been told to install patch 144017-01 although we've yet to perform this to see if it fixes the problem.
After installing mpt patch 141743-02 or later drive capacity is incorrectly reported
SunOS 5.10: mpt.so.1 patch
Status: RELEASED
Patch Id: 144017-01
READ THE TERMS OF THE AGREEMENT ("AGREEMENT") IN THE LEGAL_LICENSE.TXT
FILE CAREFULLY BEFORE USING THIS SOFTWARE. BY USING THE SOFTWARE, YOU
AGREE TO THE TERMS OF THIS AGREEMENT. IF YOU DO NOT AGREE TO ALL OF THE
TERMS, PROMPTLY DESTROY THE UNUSED SOFTWARE.
For further information on patching best practices and resources, please
see the Big Admin Patching Center, http://www.sun.com/bigadmin/patches/
Summary: SunOS 5.10: mpt.so.1 patch
Date: Mar/17/2010
Installation Requirements:
NA
Solaris Release: 10
Sun OS Release: 5.10
Unbundled Product:
Unbundled Release:
Xref: This patch available for x86 as patch 144018
Topic:
SunOS 5.10: mpt.so.1 patch
Relevant Architecture: sparc
BugId's fixed with this patch:
6881276
Changes incorporated in this version:
Patches accumulated and obsoleted by this patch:
Patches which conflict with this patch:
Required Patches:
127127-11 137137-09 139555-08 141444-09 (or greater)
Obsoleted by:
Files Included in this Patch:
/usr/lib/raidcfg/mpt.so.1
/usr/lib/raidcfg/sparcv9/mpt.so.1
Problem Description:
6881276 after installing mpt patch 141743-02 or later drive capacity is incorrectly reported
Revision History:
Patch Installation Instructions:
Please refer to the man pages for instructions on using 'patchadd'
and 'patchrm' commands provided with Solaris.
The following example installs a patch to a standalone machine:
example# patchadd /var/spool/patch/123456-07
The following example removes a patch from a standalone system:
example# patchrm 123456-07
For additional examples please see the appropriate man pages. Any
other special or non-generic installation instructions should be
described below as special instructions.
Special Install Instructions:
None.
README -- Last modified date: Wednesday, March 17, 2010

Blog entry didn't show up on blog summary page. ¿Por qué?

RE: Blog
Last night I wrote a blog entry, but the first few sentences did NOT show up on the blog summary page. I previously had set the blog entry length to be short (toggled far to the left), but there is a difference between a short length and NO length at all.
Why do you suppose this happened?
INFORMATION: Prior to writing the blog entry I was having difficulty with the picture not showing up on the blog entry page, and in trying to edit it and move text around I might have messed up some registration lines, or LINES. Could that have had an effect? I must say that of all the things involved in iWeb, this Blog feature has given me the most problems and made me the angriest. Just thinking about it right now has created a tight knot in my chest.
Lorna in Southern California

Go back to your main blog summary page in iWeb. Open
the Inspector to the RSS tab and slide the text
excert slider to show ALL (all the way to the right).
Does ANY of your blog text show up in this
particular entry?
.......... Lorna says ................................................
Well, Inspector Tseng, I toggled to the *Show All* position, and heheheh, none of the blog entry showed on the blog summary page.
If not, then perhaps you entered
your text in a different text box....did you add a
text box to the page? If it does, then maybe you
have some preceding spaces in the text box? Or
maybe you inserted a photo into the text box
inadvertently?
.......... Lorna says ................................................
James, last night I was having so many dang blasted flippin cockamamie problems with the picture that I moved a bunch of things around and recall making a new text box and typing into it. Grrrr.
I am going to return there and copy and paste and delete that page. I feel very bad that I cannot master the blog after so much stupid time. I also think that the blog needs to be more idiot proofed so that normally OK actions in other iWeb scenarios don't end up as yet another disaster on the ash heap of broken iWeb dreams.
Lorna in Southern California

When creating a comment summary, I want to end up with a pdf of comments only. In addition, I do not want author, date, time, or page number to show in my comments summary. How can I do this?

When creating a comment summary, I want to end up with a pdf of comments only. In addition, I do not want author, date, time, or page number to show in my comments summary. How can I do this? I do a lot of reading, and when I summarize my comments, I like to save these comments in a larger document I compile over time. I typically create a comment summary, export it to a text editor and find myself having to delete author, date, time, page number, and anything else that is not the raw and net comment. It would save me some good time if someone showed me how to do this. The reason I do not want any additional information is because it simply adds stuff I do not need in my compilation of summaries for large amounts of papers over time.

What you're describing can't be achieved using the built-in comments summary function of Acrobat, but it can certainly be done if a custom-made script it used to generate the summary because then you're in full control of what's included in it and what's not.

How do I get the Questions to show in the 'View Responses' TAB, and then show up in the Summary Report?

How do I get the Questions to show in the 'View Responses' TAB, and then show up in the Summary Report?

There are more than one Applications folders. At the root level of your system is an Applications folder for all users, where most installations go. Every user, including you, also has a separat Applications folder.
Check all of them.

CSD Shows Incorrect Agent Team Summary

Similar Messages

Maybe you are looking for