Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: CASANOVA on January 10, 2019, 05:56:25 AM

Title: Different agent status
Post by: CASANOVA on January 10, 2019, 05:56:25 AM

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

Title: Re: Different agent status
Post by: cavagnaro on January 10, 2019, 12:25:05 PM

Check StatServer

Title: Re: Different agent status
Post by: CASANOVA on January 11, 2019, 08:04:20 AM

Hi,

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

Thanks

Title: Re: Different agent status
Post by: cavagnaro on January 11, 2019, 12:15:41 PM

Reset TServer then

Title: Re: Different agent status
Post by: CASANOVA on January 29, 2019, 07:48:53 PM

But End user states that is only for particular agent group.

Title: Re: Different agent status
Post by: cavagnaro on January 29, 2019, 08:11:47 PM

So?


Enviado de meu SM-G9650 usando o Tapatalk

Title: Re: Different agent status
Post by: Airex on January 30, 2019, 12:41:25 PM

Hi,

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

Thanks..

Title: Re: Different agent status
Post by: CASANOVA on January 30, 2019, 06:51:46 PM

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.

Title: Re: Different agent status
Post by: cavagnaro on January 30, 2019, 07:46:33 PM

Reset TServer...

Title: Re: Different agent status
Post by: hsujdik on February 01, 2019, 03:52:13 AM

[quote author=CASANOVA link=topic=11233.msg51131#msg51131 date=1547193860]
Hi,

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

Thanks
[/quote]


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?

Title: Re: Different agent status
Post by: CASANOVA on February 08, 2019, 06:19:33 AM

Hi.

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

Thanks

Title: Re: Different agent status
Post by: Tambo on February 08, 2019, 01:16:06 PM

use your routing stat server rather than a reporting one