OK, Perhaps 3rd time is the charm - the first post appeared with no subject or link.



Hello, I have a new agent sitting at a phone that has been in our call center for some time, who is not showing up on the Symposium Login/Logout report. He shows up on other historical reports, and I can watch real-time reporting and see him going into not ready for breaks, etc.

I have compared his symposium agent configuration with agents that are appearing and everything looks fine there.

I have also compared his PBX side configuration (TN) with a working extension.

I have rebooted the Symposium Web server and have tried acquiring and de-acquiring his TN.

All to no avail. Anyone have any ideas on what is causing this or how to correct it?

Thx for your help!

Is the agent actually logging in /out each day, sounds like a silly question but if they don't log out they wont appear on the report.

It's not unknown for agents just to go into not ready or walkaway and leave for the evening.

Also seen issues where the agent was set up via the SCCS and it doesn't seem to establish the record correctly in the database so only bits of historical data gets recorded.

Try deleting his profile completely and setting up again from scratch which is what we do.

Thanks for the replies everyone.

I had thought about the not logging out issue so I went and logged the agent out and in myself. It really got strange at that point. The agent showed up for 1 interval but as soon as it flushed that interval, the agent disappeared again - even though I was looking at the last 4 hrs of data.

So after that I took the second suggestion and deleted and rebuilt the agent. That seemed to fix it!

Thanks again

A good troubleshooting step might be to get him to try sitting at a different TN to see if that records, then you can narrow it down to a problem with his ID or that station.