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Cisco Bug: CSCun16049 - Chat agent activity productivity report doesn't account for push back

Last Modified

Jun 04, 2019

Products (1)

  • Cisco Unified E-Mail Interaction Manager

Known Affected Releases

4.3(1) 4.4(1) 9.0(1)

Description (partial)

Symptom:
Agent has not serviced the activity it was auto pushed back to queue and assigned to other user even though it reflects in 2nd level of Agent chat productivity by queue report

Conditions:
Running Activity reports and comparing to UCCE Termination Call Details data
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