Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: nickers on April 26, 2011, 03:08:50 PM

Title: Virtual Agent Groups not populating correctly in CC Pulse
Post by: nickers on April 26, 2011, 03:08:50 PM

Hello All

We seem to be having a problem with CC Pulse incorrectly displaying the members of various VAGs. We are finding that the number of Agents shown in CC Pulse is less than the number of Agents that have a positive value for the skill listed in the VAG script. The number is always fewer in Pulse, as far as I can see.

As the contact centre users have the ability to alter Agent skills themselves, I'm suspecting that this is something to do with a Confserv/StatServer synchronisation issue. The only reference I could find to this on the G archive was for an older solution and the resolution, not very helpfully, was to re-start the StatServer.

We are using a 7.2 environment with a 7.6 Cisco T-Server. Has anyone else experienced this problem and, if so, what was causing it and what did you do to rectify it??? 

Thanks, as always.

N.

Title: Re: Virtual Agent Groups not populating correctly in CC Pulse
Post by: Kevin S on April 26, 2011, 03:40:28 PM

If you have access to the Genesys support site, review the release notes for CC Pulse and/or Statserver. If memory serves, these issues were addressed in later versions of CC Pulse, so my first suggestion would be to upgrade if you can.

If there is a bug in the application that is preventing all the Virt Agent Group from being displayed, you're going to be limited in the number of "non-upgrade" solutions.

Title: Re: Virtual Agent Groups not populating correctly in CC Pulse
Post by: creading001 on April 27, 2011, 08:53:22 AM

Hi,

I believe there were some bugs fixed in Conf Server 8.0.x relating to VAGs. Review the Configuration Server release notes.

Craig

Title: Re: Virtual Agent Groups not populating correctly in CC Pulse
Post by: cavagnaro on April 27, 2011, 04:19:57 PM

7.2 was very buggy on VAGs, go at least to last version of 7.6 SS

Title: Re: Virtual Agent Groups not populating correctly in CC Pulse
Post by: nickers on April 27, 2011, 04:47:46 PM

Thanks for your replies, guys! Looks like an upgrade is the only way to go, here. (Saves asking Genesys the question and getting the same reply!)
Cheers N.