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Agent Login/Logout Historical Reports show 'phantom agent'

Greetings

Interesting Problem - When running a historical report for agent login and log out activity, there is one agent that appears to have been logged into the CRS since midnight - there is no physical agent logged in with that id. This is consistent across the days even after disabling CTI enable in CCM and

stoping/restarting the engines - is there a way to reset the db or some other way to clear this agent from the login/logout reports. This is CRS 3.0(3a)

Also, this agent DOES NOT appear on the real time displays.

Thanks

Mike Kana

2 REPLIES
Silver

Re: Agent Login/Logout Historical Reports show 'phantom agent'

Try uploading the script to repository and do a refresh of the Script and the Application.

Silver

Re: Agent Login/Logout Historical Reports show 'phantom agent'

Hi Mike,

1. What happens when you try to logon to CAD using the same agentID? DO they get any message as forced login?

2. Does it happen to the same agent always?

3. Does this agent show up in supervisor desktop?

4. Have they configured extension mobility for the agents?

Regards

Yogi

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