State Duration is not correct in Supervisor Desktop
Hi All,
In the supervisor desktop some times the Agent State duration is incorect. After re-launching the duration will be fine. How to trobleshoot thses kind of issues? Please advice
Regards,
Adithya
Hi Adithya,
Please see if 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
Hope it helps.
Anand
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Not sure of setting an alert but Supervisor can use "Table 17. Summary display data"
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And "Table 12. Team Summary display data (cont’d)"
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Supervisor Desktop not functioning correctly
Hi All,
When the supervisor logging into supervisor Desktop, he is not seeing any agent details.
Attached screen shot for your reference.
Version : version 7.2.1.100
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Historical reports not matching supervisor desktop "Calls Presented" totals.
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Supervisor Desktop - Call Stat Question
This issue appears to be effecting all of our queues. Anyone know what would be the main cause for
1. Total calls today doesnt = Call presented
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This is assuming all agents that were logged in at the start of the day are still logged in when I look at the stats.Alex,
For your first point, total calls is sum total of the following values: Calls Handled (answered by an agent), Calls Abandoned (dropped before an agent was available), Calls Dequeued (typically via script action) and Calls In Queue (waiting to speak to an agent).
We can check the numbers from your screenshot:
Total Calls (300) = Calls Handled (286) + Calls Abandoned (13) + Calls Dequeued (0) + Calls In Queue (1) = 300; that checks out.
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When looking for metrics it is important to understand how they are generated, and in the case of Cisco Supervisor Desktop, where to look for the information you need.
CSQ statistics do not generally match up with Agent Statistics.
HTH.
Regards,
Tanner Ezell
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Hi team.
The Cisco Supervisor Desktop don't show any logs in the "Agent Logs - State" and "Agent Logs - Call" in some agents.
I restarted the Cisco Desktop Services in CCX Serviceability but the issue continue.
I appreciate any help respect this case.
Thanks a lot.
ErnestoGHi Ernesto,
Did you click or selct the Specific Agent\Inbound call which is currently being handled by the Agent. From the Screenshot you have attached (first one) doesn't look like the call has been selected.
Please select or click on that Specific Agent\Inbound call from CSD and check these values.
Hope this helps.
Anand
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UCCX 8.5.1 - Cisco Supervisor Desktop not showing Caller Names
Hello,
I have recently done a deployement for UCCX 8.5.1. I have been made aware of an issue where iif a Cisco Supervisor Desktop is looking at a Agent that is on a call, the Callers name is not bening shown in the Caler Name field, instead the callers extension is being displayed. Has anyone else experienced this or is this one for TAC?
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This is the view on the UCCX Supervisor screen when an agent is taking a service desk call. How can we configure it to display the name alongside the number? I know that 1380 is Paul A Smith, and 1552 is Nicola Turvill?
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http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/troubleshooting/guide/cad85ccxtg-cm.pdf
Page 126
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Enterprise data does not display data on outbound calls.
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CAD Agent blinks in and out of Supervisor Desktop
Got a problem that started yesterday. Running UCCX 7.0(1)sr5 and I've got this agent that comes and goes from the supervisors desktops. Cadence is about every 2 seconds she appears then disappears.
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Thanks in advance.Hi Cbelcher,
Problem
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Intermittently Agent begins to disappear and appear on the Supervisor Desktop under Team Agent state Report.
Solution
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http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008035309f.shtml
Hope it helps.
Anand
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What Service Restarts the Data Calculations for Cisco Supervisor Desktop and Wallboards
Hello All,
UCCX version 8.0.2.11005-20
UCCX is running in HA mode.
Yesterday we believe our UCCX Servers failed over due to a network outage between the Publisher and the Subscriber.
So last night I restarted the "CCX Engine" to fail-back the servers, which worked just fine.
Now today the database that our Wallboard uses is not showing any data. So I ran some SQL statements on both Servers' CLI and the Database db_cra is showing old data on the Subscriber and the Publisher is showing all Zeros. But after just looking at the Real-Time Reporting page on the Web GUI, that "seems" to be working but I'm not positive because I have nothing to compare the numbers to...
When I try to run Supervisor Desktop, I can open the Program, sign-in, and then when I choose the "team" and then try clicking on a CSQ Name, Supervisor freezes and I get a "Not Responding" message. I thought it was just my PC but this is happening for 2 other people as well, on 2 completely different PCs so I can rule out that its the computer that is killing Supervisor.
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Any thoughts would be much appreciated!
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MattHas your problem cleared up? Did you do anything, such as a reboot or open a TAC case?
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