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Real Time Reporting Problem in ICM 4.6.2

bmukherjee
Level 1
Level 1

‎05-06-2003 08:12 AM - edited ‎03-12-2019 11:45 PM

I am having ICM ver 4.6.2 .CTI OS 4.6.2 thru which the agent logs in.My problem is that I am unable to see any data in the real time reports for Agents for all the Real Time Report Templates related to agents. But I am able to see real time reports for Peripherals.

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carenas123
Level 5
Level 5

‎05-12-2003 01:50 PM

You may want to check this document http://www.cisco.com/warp/public/78/realtimestop.html

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platkeet
Level 1
Level 1

‎05-23-2003 11:40 AM

Have you created and enabled an Agent Distributor in the Configuration Manager? Without it, you won't get any agent-level reporting at all.

If you are using an IPCC in this scenario (not sure what switch you are using), you will also need to be careful if you use sub-skill groups. This creates all kinds of reporting nightmares (base skill vs primary/secondary/tertiary), and makes supervisor monitoring of a "single" skill very difficult.

Regards,

Platkeet

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