- Hot Fix 100758 - Agent Group report discrepancies

Article ID: 51866 - Last Review: February 19, 2013


This Hot Fix addresses a number of reporting issues found in

  • Reporting Work Timer as part of Make Busy time
  • Agent Group by Agent Make Busy / DND reports totaling durations incorrectly
  • Queue Group Performance by Queue showing ACD Handling Time discrepancies
  • Agent Group Event by Period showing incorrect Wrap Up time, and Make Busy time
  • Queue Group Performance by Period showing ACD Handling Time discrepancies
  • Queue Group Performance by Agent showing discrepancies when compared to Agent Group Performance by Agent
  • Queue Group Performance by Queue showing discrepancies with Short Abandons



This hot fix is to be deployed onto 6.0.2

1. Download the attached KB100758.EXE file to the CCM server.
2. Double click the KB100758.EXE file and follow the on-screen prompts. 

NOTE: Installing this Hot Fix will stop and restart all prairieFyre services. In order to avoid any service impact, we recommend installing the hot fix after hours or during a scheduled maintenance window.



Keywords: agent group queue report reporting make busy work timer discrepancies

Posted Tuesday, February 19, 2013 by amontpetit