CDT Directory search behavior

[swatantra_chourasiya]

Hi,

We are facing below behaviour in directory search of SAP Contact Center CDT.

1. When a agent is logged into the queue but status is unavailable and away.

in CDT Queue status still shows as agent serving, While agent is just logged in to the queue but not available to take any call.

2. Once agent log off from the queue , then only we see the correct queue information that no agent serving.

Could you please help if this is correct behaviour, because it make no sense showing that an agent is serving in the queue , while the agent who is supposed to server in the queue is having status away.

Best Regards

Swatantra

[former_member250653 · Accepted solution]

Hi Swatantra,

I tested it with SP9 and it works at it probably should, and how you expected to be the behaviour.

One agent is logged in to this queue and he is Available => Agents Serving

One agent is logged in to this queue, but he is on Not Ready => Agents Not Serving

One agent is logged in to this queue, but he is on Absence => Agents Not Serving

One agent is logged in to this queue, but he is on Not Ready and Absence => Agents Not Serving

Did you refresh the directory view all the time? There is no automatically refresh, in opposite to the queue statistics view on the left side (where active calls are shown).

BR,

Thomas

[swatantra_chourasiya · Accepted solution]

Hi Thomas,

We are running on SP5 version of contact center.

But we still encounter the wrong behaviour on all of our instance which are on SP5 version.

But the behaviour should be same as you mentioned.

thanks for confirming the correct behaviour,

Best Regards

Swatantra

[former_member250653 · Accepted solution]

Hi Swatantra,

Now I tested it with SP6 version and here is the same behaviour as you mentioned.

One agent is logged in to this queue and he is Available => Agents Serving

One agent is logged in to this queue, but he is on Absence => Agents Serving

BR,

Thomas

[Former Member]

Swatantra,

Are you still facing this issue. ?

Could you please share the screenshot of yours Presence Management -> Profile from SC to assist better

Thanks

Rahaman

[swatantra_chourasiya]

Hi,

We have checked the behavior in upgraded SP9 version and it supposed to be resolved in SP9.

Best Regards

Swatantra

[Former Member]

Hi Swatantra,

Per Thomas's findings, I can confirm since the SP5 release several amendments have been made with regards to the 'status' function - these can be reviewed in the later service pack release notes as several scenarios can cause this misleading finding in SP5.

Best Regards

Paul

[swatantra_chourasiya]

Hi Paul,

as the similar behavior is observed in SP5 and SP6. do you suggest to log a incident.

SP9 is on the plan but it will take little while until we upgrade to SP.

Please suggest.

Best regards

Swatantra

[Former Member]

Hi Swatantra, In this case where several fixes have already been made in this area over several service packs and keeping in mind SP10 is coming (TBA) an upgrade would be advised due to the current SP5 version you are on. Kind Regards Paul