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CC agent state is not reporting accurately

Jan 25, 2010 07:29 PM PST
Doug Spooner
Evolve Technologies
We are seeing an issue where the state of the agent is not accurate. Supervisor sees agent as available or not on a call but when he calls the agent they are on a CC call and there is no indication that is the case.

The other scenario is the CC shows hte agent as idle, sends a caller to agent and because agent was on a call the CC forces the agent into forced release as they were already on a call so the system looks at the agent like they did not ansewer.

Anyone see this type of behavior?
Feb 02, 2010 06:21 PM PST
Doug Spooner
Evolve Technologies
5.1 build 502.4.7602
Feb 03, 2010 03:16 AM PST
Sean Lane
LANtelligence Inc
What build are running. There has been a bug dealing agent refresh.
Feb 07, 2010 09:32 PM PST
Jayesh Ramaiya
Trident Housing Association
We've had the same issues.

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