CAD supervisor desktop showing wrong agent state

Unanswered Question
Jan 6th, 2010

Hi,

Our customer is experiencing an issue with the supervisor desktop. The desktop is showing an incorrect state for an agent in the supervisors team. It is reporting that an agent is in a ready state, but with a not ready reason code. When I check the historical reports, it shows that the agent was in fact not ready for this period.

I've attached a screenshot. We are using UCCX7.0.1 SR5


Has anyone experienced this, or can anyone offer an explanation?

Thanks,

Brian


supervisordesktop.jpg

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Aaron Harrison Thu, 01/14/2010 - 00:55

Hi


Looks like a bug - probably need to raise a TAC case if it is recurrent.


Regards


Aaron

george brown Tue, 04/19/2011 - 13:12

Hi Brian,


Did you ever get to the bottom of your issue?

I have a similar problem with CAD 7.6(2) in UCCE 7.5(6) where the CAD Agent had made themselves "Not Ready", Webview confirms this, however the CAD desktop (and Supervisor desktop)  still shows them as "Ready"


Thanks,

gmb

brian1mcc Tue, 04/19/2011 - 15:39

I noticed that some agent desktops didn't update themselves after an upgrade. Once all agents / supervisors were on the correct version the problem seemed to disappear.

An internal proxy was stopping the automatic update from running.


Brian

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