UCCX Supervisor Desktop Logon Time

I have problems with the Logon time in Agents staticswhich is not updated.
If the agent is disconnected and then connected again, the Logon time not updatedand displays the time from the first connection

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.

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Supervisor Desktop - Real time status shows the deleted agents

Hi All,
Recently we modified only the agent IDs for few agents.In ICM we just edited the previous entry. We have not deleted and re created it. Now the problem is the in "Supervisor Desktop - Real time status" the old entries are also reflecting in logout state. Exit_OPC will help us to remove this stale values. But is there any other metheod to to achieve this without impacting the production?
Regards,
Adithya

Hi David,
Thanks for your response. We cannot reinstall the Supervisor desktop there are multiple supervisors for this team. Will wait and check if the stale entry goes automatically. Please let me know if u come across any other process which will help in doing this.
Regards,
Adithya

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.

UCCX Supervisor Desktop Workflows

Hello all
We use a number of workflows within the supervisor desktop such as 'Message box action', ' Report action' etc…
For some reason they have all stopped working across the entire platform. We have tried setting them up again, and carried out an engine restart and database subsystem restart to no avail.
Has anyone experienced this problem or is aware of a fix?
Many thanks
Rob
Unified Contact Cente Express 8.0.2.11005-20
CSD Build: 8.0.2.500

It looks like we're suffereing from the same thing. Does anyone know if there's a fix for this? We're currently running 8.5(1)SU3, HA.
This has affected several CSD installations simultaneously and no combination of re-installs or client re-boots seems to fix it.

UCCX 8 - CSD Real Time Display "N/A"

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.
For example: When supervisor monitor Agent_A in CSD "Agent Logs - call" show "N/A" (the same to Agent Logs -state). But in CAD, Agent_A can see real time display "Agent Call Log Display" as normal (the same to "Agent ACD State Log Display").
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.
Many thanks,

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.
Thanks!

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
Pls rate helpful posts !!

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?
Here is an example of what I mean.
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?
Thanks for your time.

Check the troubleshooting guide.
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
Problem
Enterprise data does not display data on outbound calls.
Solution Enterprise data only displays data for inbound calls.

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

UCCX numbers off on Agent desktop and CTIOS supervisor desktop

Hello,
We have a big problem with the numbers displaying on are agent desktops as well as as the CTIOS supervisor desktops the numbers are off, such as the number of call recieved at the end of the day, etc. It seems like at certain times of the day the numbers reset back to zero and the number of calls received by an agent through the whole day are smaller than they should. Can you please help us.
Thanks.

Thanks. So you are looking at real-time reports.
1. Is this an issue with all agents or only few ?
2. What OS they are running ?
3. Try installing CAD on Win XP or Win 7 32-bit to see if the behavior is same ? I wouldnt recommend reinstalling CAD on their existing boxes, as few registry settings might not be removed completely & will show the same behavior. Therefore, grab a new machine with above mentioned OS & do a fresh install on it to see if it helps.
4. Were there any OS patch upgrades taken place recently on agent machines ?
GP.

UCCX 8.5.1 / supervisor desktop instalation trouble

Hi,
I installed new uccx 8.5.1. After all configuration I tried install supervisor desktop. But If it tried this on my PC xp sp3, I receive this error message:
Error 1335.The cabinet file 'Data1.cab' required for this installation is corrupt and cannot be used. This could indicate a network error, an error reading from the CD-ROM, or a problem with this package.
MSI (s) (5C:D4) [21:31:02:171]: Product: Cisco Supervisor Desktop -- Error
if I tried install suppervisor desktop on windows 7, I receive error message: Error 2902.operation ixoFileCopy called out of sequence.
Agent desktop and desktop administrator are ok, and I'm able made correct installation.
Do you have some idea, how to solve it?
Best regards.

Hello,
I solved my trouble. Problem was in SplkWinPcap.dll file. I don't know why was this file wrong. I used second metod for generation msi files and all is ok.
MSI file has correct splkwinpcap.dll and instalation is now working. - (regeneration from web interface uccx didn't help, but second metod helped.)
Richard.

Non- Activity logout time in Supervisor desktop

Hi All,
What is the non- Activity logout time in Supervisor desktop? Can we change thsi time?
Thanks and Regards,
Adithya udupa

Hi Victor,
Please check out the below thread and see if it helps.
https://supportforums.cisco.com/thread/1002717
Thanks,
Anand
Pls rate helpful posts !!

Cisco Supervisor Desktop show "Agent Logs - call" and "Agent Logs - state" in N/A ::: UCCX 8.5.1

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.
ErnestoG

Hi 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
Please rate helpful posts !!

IPCC/UCCX CAD and Agent/Supervisor desktop on Windows 7

Any word on when Windows 7 will support CAD for Agent and Supervisor’s?

The product Bulletin indicates CAD will be compatible with Windows 7 in version 7.5(8)
Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco CTI Toolkit Options
Version 7.5(8), FCS Q1CY10
Version 8.0, FCS Q1CY10
However, the release notes for 7.5(8) do not show this as being compatible. Any Ideas on when this is projected?
Version 8 does offer Windows 7 support.

UCCX 8.5 Supervisor desktop agent voice monitor logs

Is there any logs/reports that can be found to show what calls the supervisor has silient voice monitored when using the silient monitor function from the supervisor desktop agent.

You'll need to assign the supervisor to a couple teams before you'll see anything in Supervisor desktop.
You can do this through SubSystems --> RmCm --> Teams. Make sure your user shows up under the assigned section.
You will need to close (completely) Cisco Agent Desktop and relaunch before you will see the changes.
HTH
Regards,
Tanner Ezell

Work flow action missing in Cisco Supervisor Desktop (for UCCX)

Hello,
In Cisco Supervisor Desktop User Guide and in the console help file, I read it is possible to configure, in the Supervisor Work Flows, some triggers and some actions to play if triggers are reached. This actions are :
Audible Alert Action
Message Box Action
Report Action
Tree Control Action
Email Alert Action
But in fact, in my own supervisor desktop, the only action is Tree Control Action.
How is it possible to have the other actions available ? is it a licence problem (We are running on a Enhanced version).
thanks in advance for your help.
Philippe

Thanks you for your answer.
Philippe

UCCX Supervisor Desktop Logon Time

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