CSQ – Agent Summary Report: Missed calls are now being included in the RNA totals

I have the following situation, with a RNA call, the phone will ring 6 times and if not answered, display as a RNA on the phone and placed back into the queue. In the case of a missed call, the call will not go back into the queue. Also, the RNA is originated from the CSQ’s, whereas a missed call is directly to an agent’s extension. Thus, I am assuming that a RNA and a missed call is not one and the same thing, therefore not to be counted together.

Hi Gaven,
Can you please upload the reports you are refering ? There are lots of descripency in Historical report .
Regards
Ravi

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Hi there,
Just looking for a good way of troubleshooting this problem.
When the supervisors run the “agent summary report” it contains only 1 agent in it rather then the 30 odd. This happens for one team only. When the report is run for all the other teams it works fine.
The customer says he doesn’t see any difference in the agents and teams setup between the working and the non working once.
Thanks
Alexis

Hi Anuj
Tried to restart the services you mention but that didnt clear the calls. Eventually had to reboot the server.
As a worring after the server come back up for some reason it moved some of the prompt's from the _GB folder to the _US folder
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CSQ – Agent Summary Report: Missed calls are now being included in the RNA totals

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