Note: This issue affects only customers who use Call Queues and the Dashboard in the web portal.
As an artifact from our previous maintenance period, you may experience inaccurate call center agent reporting on the dashboard. Any call center queue agent that was not logged out of their respective queues prior to the maintenance will not appear in the dashboard as an agent logged in. Additionally, agents will not appear in the Agents Logged Out view until those agents have logged in and then logged out again.
Our Support Engineers have identified a method to refresh this data.
If you are experiencing the above symptoms:
- All call center agents should log in to the queue.
- All call center agents should log out of the queue. You will now see accurate data in the Agents Logged Out view.
- All call center agents should log back in the queue. You will now see accurate data in the Agents Logged In view and all functionality will be restored.
This problem affects a small subset of customers as it was deployed on a very limited number of servers. If you are not sure if you have been affected by this issue, please contact Customer Support.