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Silver

CAD supervisor desktop showing wrong agent state

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

Everyone's tags (5)
3 REPLIES
Super Bronze

Re: CAD supervisor desktop showing wrong agent state

Hi

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

Regards

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
New Member

Re: CAD supervisor desktop showing wrong agent state

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

Silver

Re: CAD supervisor desktop showing wrong agent state

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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