Old agents never die...

mwild · ‎08-28-2007

Hello,

I have several callcenter agents that I have removed from IPCC and from CCM, but they still show up in the Historical Reporting software.

Every trace of the users are gone: Deleted user accounts/ Removed from jtapi group/Removed from IPCC software as inactive agents.

They do not show up in the IPCC software as agents that I can add to a group only in the Historical Reporting piece.

They do not show up when a report is ran but they are still listed for a supervisor to add to the Parameter Setting.

Anyone know how to permanently remove theses?

Rob Huffman · ‎08-28-2007

Hi Mike,

Too true :) Here is a look at the Bug you are hitting;

CSCed73032

Old resource in Historical Reporting Client

Symptom:

A resource is deleted but it still appears on the Detailed tab of Historical Reporting client.

Conditions:

A resource has been deleted. User desires to run report with filtering on resource and goes to the Detail tab.

Workaround:

None. User can igore these entries if they are not interested in running reports on these deleted resources. These resources did have some activities prior to being deleted so some users might be interested in reporting on those.

Further Problem Description:

Although the resource has been deleted, the physical record still remains in the database for historical purpose. Historical Reporting client should be enhanced to show the list of resources that were active within the report period. The resources which were deleted prior to report time period should not show up in the detailed list. This will require enhancement in the XML schema to dynamically consider the report start/end time specified by the user.

1st Found-In

3.0(3a)

Related Bugs

Old resources appear in Historical Reporting Client

When a resource name is changed or deleted, the old name still shows up in the Historical Reporting Client's "Details" tab. Currently, this is a result of a desired function for Historical Reports. However, this causes confusion as when a resource is deleted, the deleted resource still appears in the "Details" tab. A recommended feature enhancement would be to allow a more defined 'sort' of the resources that appear in the Historical Reporting Client's "Details" tab. Current, all resources (new or old) are lumped into one list window within the client. A better sorting method between 'current/active' and 'old/enactive' resource would allow for less confusion when running historical reports.

Here is a thread with great answers from Andy and Sanjeev;

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1ddade1c/3#selected_message

Hope this helps!

Rob