Article ID: 51827 - Last Review: January 28, 2013
PROBLEM
Agent Group Performance reports not pegging all calls, when compared to Queue Performance reports.
SYMPTOMS
01/21 09:00:43 0000:00:21 X9999 0019 P993 373 335 335 X9999 002 2489397844 1962 C0027072 A A0035530
01/21 09:00:43 0000:00:21 X9999 T2489397844 210011817335 A X9999 002 2489397844 C0027072 B
01/21 08:52:31 0000:00:12 X9999 0008 T2489397844 P993 210011817 4428 T 1904 001 2489397844 1817335 C0027072 C
01/21 08:52:43 0000:00:09 X9999 0000 9999101 1904 001 2489397844 1817335 G0016163 A C0027072
01/21 08:52:55 0000:00:52 T4001 0001 T2489397844 4505 1100 9999 SX9999 003 2489397844 4505 A0035530 A
01/21 08:52:55 0000:00:50 T4001 T2489397844 210021962 ASX9999 003 2489397844 A0035530 B
01/21 09:00:13 0000:00:11 X9999 0000 T2489397844 210021962 1962 X P993 002 2489397844 1962 A0035530 C
In the above scenario, we receive the record which contains the Path and Group information out of sequence due to the timestamps. As a result, our segment linking logic does not always peg the call to the group.
RESOLUTION
We are planning to have this issue resolved in our 6.0.2.1 release.
Internal Reference Number (TFS) 99600
APPLIES TO
6.0.2.0
Keywords: agent group peg incorrect