IPCC 7.5: CTI Toolkit Team Real-Time Status

Answered Question
Jul 27th, 2010

Hi everyone,


I have a issue with 1) CTI Toolkit Team Real-Time Status for Voice or 2) CTI Toolkit Statistics, in the grid 1) appear an agent with 0:30 seconds available, the agent have assign a skillgroup "X". At the same time, in the grid 2) appear the skillgroup "X" with a call in the column RouterCallsQNow with 0:00:04 seconds in the column LongestRouterCallQNow. Attached the image.


This event is two or three times per day, I've reviewed the CSCma30029, but in the CTI Release 7.5 this bug is fixed. Do you have any idea what may be happening?


thanks for your comments.


Regards


Jesus.

Attachment: 

There can be some delays in the real time monitor as it polls.


The question is this: if you have a ready agent and you make a test call into the queue, do you have to wait?


If not, your script is coded correctly and what you are seeing are just small anomalies in the monitoring and are of no concern.


Regards,

Geoff

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Correct Answer

There can be some delays in the real time monitor as it polls.


The question is this: if you have a ready agent and you make a test call into the queue, do you have to wait?


If not, your script is coded correctly and what you are seeing are just small anomalies in the monitoring and are of no concern.


Regards,

Geoff

jesusmorales Wed, 07/28/2010 - 13:24

Hi,


Thanks for your comments Geoff.


The question is this: if you have a ready agent and you make a test call into the queue, do you have to wait?

I've tested with a call and inmediatly is assign to an agent, answering the question I don't need to wait to contact an agent.


Based in your comments, I think that it's possible that are just small anomalies, because the problem isn't all day only a few moments.


Thanks again,


Regards

Jesus.

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