Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: CASANOVA on January 10, 2019, 02:56:25 PM

Title: Different agent status
Post by: CASANOVA 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
Title: Re: Different agent status
Post by: cavagnaro on January 10, 2019, 09:25:05 PM
Check StatServer
Title: Re: Different agent status
Post by: 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
Title: Re: Different agent status
Post by: cavagnaro on January 11, 2019, 09:15:41 PM
Reset TServer then
Title: Re: Different agent status
Post by: CASANOVA on January 30, 2019, 04:48:53 AM
But End user states that is only for particular agent group.


Title: Re: Different agent status
Post by: cavagnaro on January 30, 2019, 05:11:47 AM
So?


Enviado de meu SM-G9650 usando o Tapatalk

Title: Re: Different agent status
Post by: Airex 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..
Title: Re: Different agent status
Post by: CASANOVA 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.
Title: Re: Different agent status
Post by: cavagnaro on January 31, 2019, 04:46:33 AM
Reset TServer...

Title: Re: Different agent status
Post by: hsujdik on February 01, 2019, 12:52:13 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?
Title: Re: Different agent status
Post by: CASANOVA 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
Title: Re: Different agent status
Post by: Tambo on February 08, 2019, 10:16:06 PM
use your routing stat server rather than a reporting one