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Discrepency in Reports

There is an Discrepancy for few agents in Agent Media Logout Status Report(agent03) and the Agent Skill Group Consolidated Daily Report(agent26). Both these reports don't talk the same data.

In the the Media Logout Status report , For Example Media Summary in Logon Duration for agent Sonali is 09:21 whereas for Moses is 09:25, If you check Agent Skill Group consolidated Daily Report, Agent summary in Logon Duration for Sonali is 07:07 whereas for Moses is 09:33, but it should suppose to show the same summary value for both reports . Can you justify why its showing the different summary value in both reports.

Note : Its showing the same summary value in both reports for remaining agents.

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Bronze

Re: Discrepency in Reports

The problem with the incorrect time is a CTIOS condition that can be created if the versions do not match correctly. Make the CTIOS and the ICM at the same version and also the same SR.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise5_0/maintenance/guide/IPCC_Admin_Gd_50.pdf

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