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Cisco Bug: CSCur24481 - Finessee Desktop Agent State Change triggers Timer Reset

Last Modified

Mar 17, 2017

Products (1)

  • Cisco Finesse

Known Affected Releases

10.5(1)

Description (partial)

Symptom:
Team Leader (Supervisor) opens the Reskilling tool and adds the skill to
an agent whilst he is online (Example - Agent TEST is logged On and is on a
Not Ready-Break State). When the Team Leader (Supervisor) has finished
adding the skill and he clicks on Update button, then on Agent TEST The following issues occur:

- Agent State: (Not Ready)
- Agent TEST automatically changes to Not Ready (from Not Ready Break).
- Timer is Reset on Agent TEST desktop
- Team Lead (Supervisor) still sees the agent as Not Ready Break. This is wrong.
- Agent State: (Ready)
- Timer Resets Automatically.

Conditions:
As above, and also if you do not use Reskilling tool, same issue happens if we add/remov the skill using Agent Explorer.
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  • Status
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