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Talk time in which duration format

When we search a particular call by using historical reporting, we see the duration showing 3min 01s, but the crystal reporting showing only 3min. How the Historical reporting capture the talk time, by all sec or min:sec format? I am using CRS 3.1

thank you

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Bronze

Re: Talk time in which duration format

It looks like the bug: CSCsd58332

'Calls Presented' field for a particular agent does not match when comparing different Historical Reports.

In particular, for a specific Agent, the 'Calls Presented' field between the following two reports does not match:

'Agent Summary Report' ' CSQ - Agent Summary Report'

Conditions:

Cisco Customer Response Solutions Version: 4.0(1), 4.0(2), 4.0(3)

Standard reports generated by Historical Report Client

This issue will affect a Resource (Agent) if the Agent has been modified via AppAdmin, for example, changing the Agent's assigned Team.

Workaround:

n/a

Further Problem Description

The symptom is caused by old resourceIDs (marked as deactivated in Resource table) continue to show in agentConnectionDetail table after deletion time.

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