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Cisco Bug: CSCvv29741 - DOC: Abilene: Sum of connected duration column is not working as expected and displays zero value fo

Last Modified

Sep 30, 2020

Products (1)

  • Cisco Webex Contact Center

Known Affected Releases

unspecified

Description (partial)

Symptom:
Sum of connected duration column is not working as expected and displays zero value for connected calls

Conditions:
To reproduce the issue:  
 1. Create a CSR RealTime report.
     Go to Home-->Visualization---->Stock Report-->Real-Time Reports-->Multimedia Reports -->Snapshot 
     Reports and create a copy of *Snapshot Entry Point Realtime* report and save it.
 2. Edit the report (copy of *Snapshot Entry Point Realtime*) and add sum of connected duration to profile 
     variables column and save it.
 3. We see that when the agent is in connected state the conected state is incremented by 1, however the sum 
     of connected duration feild gives value as 00:00:00 and there is no change on the value.
  Tested on appstaging, ProdUS1 and ProdEU1 DC's.
  Reported issue is 100% reproducible.
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