Problem with agentConnectionDetail

toddzirbel · ‎08-29-2007

Good morning,

On the cisco reports a user noticed that a call appears twice on her report. This call also affects her calls presented and calls handled due to our policy that calls which the system says handled but with no talk time do not count as handled.

I have traced the call to agentconnectiondetail where a call with the same sessionid will have 2 rows. The first row will have ring time but no talk time. The second row will have 1 second of ring time and a bunch of talk time. Does anybody know why this is happening?

Thanks!

sbilgi · ‎09-04-2007

The Cisco CRA system creates a new record in the AgentConnectionDetail table when an agent disconnects a call or a leg by hanging up or by transferring the call. (A new call leg starts each time that a call is transferred, except when a call is transferred from a Cisco CTI [Computer Telephony Interface] port to an agent.)

Database Table Details:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guide_chapter09186a00800d6a0d.html#36870

toddzirbel · ‎09-04-2007

Thanks for the reply but our agents swear that the call was not transferred or disconnected.