6.0.2.0 - Agent Group calls not pegging because of SMDR segment...

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6.0.2.0 - Agent Group calls not pegging because of SMDR segment linking issue


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



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Details
Last Modified:Monday, January 28, 2013
Last Modified By: amontpetit
Type: BUG
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