KB26659: Auditor Shows No Agent Activity

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KB26659: Auditor Shows No Agent Activity




PROBLEM
 
Trying to replay events through auditor for an entire day shows no agent activity.
 
CAUSE

The Mitai server clock lags behind the Enterprise Server clock by a small number of seconds in a 24 hour call center, resulting in records with timestamps just before midnight being written near the beginning of the ACD file. On replaying in Auditor mode or using Summarize, the Replay component will not be able play the events sequentially because it thinks all of the records that subsequently follow happen near midnight at the end of the day. As a result, most of the ACD records are ignored.
 
WORKAROUND
 
Open the ACD text file for the problem day being replayed and delete any Mitai records near the top of the file that have timestamps a few seconds before midnight.
For example you would need to delete records that look like this:"--y235958|00|1|50|3519-|165452564|3008|158|7|168|" as the 6 digits after the letter "y" shows this event occured at 1159pm.
 
 
RESOLUTION

The logic in the Replay component that compensates for Mitai Records with timestamps from the previous day, near midnight, has been changed to be more effective.

 
HOW TO APPLY THE HOTFIX
This hotfix must be installed on your Enterprise Server and you must be running version 5.5sp1
Download the hotfix to your server from here: KB26659
Double click the .exe file nd follow instructions


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Details
Last Modified:Saturday, January 22, 2011
Last Modified By: kmiddlemiss
Type: HOTFIX
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