Deleted Agents show in reports

thomuff · ‎07-21-2009

When we run the Agent NOt Ready Reason Code Summary Report, Deleted Agents show in report as Reason Code 32760 which is agent logged in. Does anyone know how these agent are showing up or how to remove them?

SebastianV · ‎07-21-2009

Check the database to see if agents are still logged in (pay attention to agent id's):

select * from t_Agent_Real_Time

If agents do not log off per Cisco recommended way (they hit 'X' instead of logging out with reason codes etc), they might still be registered as logged in (messes up any SkillGroup LoggedOn checks you have in scripts, too).

geoff · ‎07-22-2009

It sounds a bit odd that deleted agents are showing up. If this is a historical report that spans a time that those agents were active, it makes sense.

But if they are marked as Deleted, why not go into Miscellaneous Tools - Deleted Items and permanently remove them from the database?

Perhaps that won't make any difference either, but nothing to lose.

Regards,

Geoff

thomuff · ‎07-22-2009

I tried to run query and received this message. What am I doing wrong?

Server: Msg 170, Level 15, State 1, Line 1

Line 1: Incorrect syntax near 't_Agent_Real_Time'.

Geoff,

Where do I find Miscellaneous Tools. I am running 4.0(4)SR01ES09_Build090 Does that matter?

geoff · ‎07-22-2009

Sorry. I assumed you were on UCC Enterprise. I know little about Express.

Regards,

Geoff

thomuff · ‎07-22-2009

thank you for your help.

SebastianV · ‎07-23-2009

What does

select * from AgentStateDetail give you?