UCCX 7.0 Historical Reports Agent Total Calls Mystery
Hi we have an agent who is showing in a queue shared by 12 other agents showing 13,054 total calls with an average of :02 seconds per call. There is obviously an issue because the average amongst all agent totals is approx 185-205 total calls with an average of 00:01:08 minutes per call.
I'm trying to identify what the source of the issue is, has anybody else had this issue before?
Over what period have there been 13,054 calls? sounds like a busy agent.
Are they all from the same number?
Have you got some call details of those short calls?
Because you are getting expected times with the other agents, your report is more than likely correct, so this is either a telephony issue or something more sneaky...
I say this as I have seen agents calling themselves before when a centre operates a Longest Idle strategy which would match up with a great deal of short calls. Its definitely worth checking the call setup first though before you investigate this possibility. Have you spoken to the agent? Have they reported any issues when receiving calls?
The supervisor has spoken with the agent. The agent said he definitely never made or took that many calls. Is it possible something is hung up in the queue? The report is 2/1/14 thru 3/1/14.
I've attached the report. Cancel that I didn't add the report. It's not allowing the .chc file type. And for some reason my historical reports tool isn't allowing me to export to any other file type. It's telling me I'm out of memory. Which is impossible.
Edit---I was able to do a screenshot and upload as an image.
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The below trick might come handy when you have to add a new node to a cluster but you don't have or is unsure of the security password for the publisher. This procedure has been around for ages.
1) Login into the CLI of the Publisher.