CCA report contains zeros

[Vic]

Hi,

I was wondering if anyone has seen this:

CCA Brio report (Stat Server 6.5.2, ETL 6.5.?) contains zero for agent statistics. We are talking about only one stat ( ACW time) with the rest of the stats showing valid results, plus only for some random days for random agents...

On some day it is agent A with ACW Time = 0
On another day it is agent B with ACW Time = 0

Of course Talk time is there and everything else. And of course ACW Time should be there too. It is there on every other day!
What can cause Brio to just decide ACW elated stats are 0?

[Tony Tillyer]

Hi Vic,

Can you see the same results in CCPulse? Also, check the settings for ACW in DMA and cross eference with same stat in the StatServer options.

Check the TServer settings for Agent Login and see if the default for Wrap Up has been changed. You can check this by searching the TServer Log Files for something like "loginid = '12345' <+> wrapup ime" inserting a meaningful Login ID and without the quotes.

Consider that ACW is relational to the ACD position, rather than the Agent Login find out if the Agents are using the same Logins/ACD Numbers it may be that one or more ACD Numbers are not registered/entered in CME and they are causing the issues.

HTH?

Tony

[victor]

Hi, Tony,

went out and checked. Since the site is using Avaya, ACD queue is ... not defined.
I wonder if it is some sort of Softphone bug that forgets to add something after the agent ends call.