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Author Topic: Different agent status  (Read 2402 times)

Offline CASANOVA

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Different agent status
« on: January 10, 2019, 02:56:25 PM »
Hi,

In our environment we are observing different agent status. Agent is on call but ccpulse is showing Waiting for next call. How to check

Can anybody help me.

Thanks
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Offline cavagnaro

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Re: Different agent status
« Reply #1 on: January 10, 2019, 09:25:05 PM »
Check StatServer
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Offline CASANOVA

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Re: Different agent status
« Reply #2 on: January 11, 2019, 05:04:20 PM »
Hi,

in stat server logs agent status looks fine. But in ccpulse the status is not updating.

Thanks
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Offline cavagnaro

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Re: Different agent status
« Reply #3 on: January 11, 2019, 09:15:41 PM »
Reset TServer then
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Offline CASANOVA

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Re: Different agent status
« Reply #4 on: January 30, 2019, 04:48:53 AM »
But End user states that is only for particular agent group.


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Offline cavagnaro

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Re: Different agent status
« Reply #5 on: January 30, 2019, 05:11:47 AM »
So?


Enviado de meu SM-G9650 usando o Tapatalk

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Offline Airex

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Re: Different agent status
« Reply #6 on: January 30, 2019, 09:41:25 PM »
Hi,

How many channels that your agent are currently using? and these are voice channel or non-voice channels?

Thanks..
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Offline CASANOVA

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Re: Different agent status
« Reply #7 on: January 31, 2019, 03:51:46 AM »
Hi,

Agent is using voice,email,chat & sms.

We are observing issue for voice channel i,e. agent is on call but for voice channel it is showing as waiting for next call.
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Offline cavagnaro

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Re: Different agent status
« Reply #8 on: January 31, 2019, 04:46:33 AM »
Reset TServer...

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Offline hsujdik

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Re: Different agent status
« Reply #9 on: February 01, 2019, 12:52:13 PM »
Quote from: CASANOVA on January 11, 2019, 05:04:20 PM
Hi,

in stat server logs agent status looks fine. But in ccpulse the status is not updating.

Thanks


Can you share this piece of log that shows that Stat Server has the Status correctly?
Also, can you show how the statistic is defined on your template?
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Offline CASANOVA

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Re: Different agent status
« Reply #10 on: February 08, 2019, 03:19:33 PM »
Hi.

We have changed the view of the team lead who monitoring the agent. Will update on that shortly.

Thanks
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Offline Tambo

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Re: Different agent status
« Reply #11 on: February 08, 2019, 10:16:06 PM »
use your routing stat server rather than a reporting one
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