BCM - Online Monitoring is not updating profiles

[Former Member]

Hi Gurus,

I am running BCM SP10 and noticed that while an agent is on CDT and in an active call, changing the profile does not get reflected in the Online Monitoring Agent Stats view. Any idea if I am missing some configuration?

Thanks,

SO

[lloyd_goveia · Accepted solution]

Hi Sergio,

I believe the following KBA will help answer your question:

2652821 - Changing an absence profile during an ongoing call is not updated in the Online Monitoring

Basically:

• This is not a bug and the system is working as design
• Changes to the presence/absence profile handling were done as of Support Pack 8 to better handle synchronization issues with SAP CRM Integration
• Workaround:
  • If the concern is related to customer reporting, the suggestion is to create new presence profile where the agent is not logged into queues, but can call out to customers
  • Absence profiles are meant for situations where the agent is away and not working

Hope this helps!
Lloyd

[Former Member]

Hi Lloyd,

Thanks you for very fast response and information. I will try the solution because our client needs to report on these profiles.

Kind regards,
SO