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Cisco Bug: CSCvu82792 - Agent all field Report and Agent State Summary Report Counting Talk time as Reserved Time

Last Modified

Sep 17, 2020

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

11.6(1)SU0.2

Description (partial)

Symptom:
If we total the Talk time and Reserved Time from the Agent State Detailed Report, the respective total does not match the total talk time and total reserved time in the Agent All Field Report and Agent State Summary reports.

This is happening because the the talk time for some of the calls is incorrectly counted towards reserved time.

Conditions:
Issue happens for the Finesse Auto answered calls, when the Reserved and Answered events are written exactly with the same time stamp in the agentstatedetail table :

run uccx sql db_cra select * from agentstatedetail where agentid in (select resourceid from resource where resourceloginid='<agent ID>')

AGENTID EVENTDATETIME   GMTOFFSET       EVENTTYPE       REASONCODE      PROFILEID
--------------------------------------------------------------
3713    2020-06-15 13:54:40.01  0       4       0       1
3713    2020-06-15 13:54:40.01  0       5       0       1

3694    2020-06-18 18:56:01.325 0       4       0       1
3694    2020-06-18 18:56:01.325 0       5       0       1
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