Desktop: Client's system clock should be synchronized to the Finesse server system clock.

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(Client's system clock should be synchronized to the Finesse server system clock)
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! '''Problem Summary'''  
! '''Problem Summary'''  
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| Fields that display a duration on the Finesse gadgets will have incorrect values unless the system clock on the agent or supervisor desktop is synchronized with the Finesse server system clock. This does not apply to different time zones between machines - only when the minutes/seconds are different.
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| Fields that display a duration on the Finesse gadgets will have incorrect values unless the system clock on the agent or supervisor desktop is synchronized with the Finesse server system clock, accounting for the time zone difference between the server and the agent or supervisor desktop. 
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! '''Error Message'''  
! '''Error Message'''  
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! '''Possible Cause'''  
! '''Possible Cause'''  
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| For fields that display a duration, such as the Time in State field in the Team Performance gadget and the Max Time field in the Queue Statistics gadget, Finesse server publishes a time stamp which gets converted to a duration on the agent or the supervisor desktop, based on the current time minutes on the agent or supervisor desktop. Therefore, if the system clock on the agent or supervisor desktop is not synchronized with the system clock on the Finesse server, the duration will be incorrect.
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The server publishes the timestamps in UTC format and the client converts it into the local time zone and then computes the duration based on the current local time. The server and client need not be in the same time zone. The clocks must be synchronized i.e., if the server is 3pm in CA then the agent PCs in NY should be 6pm, not 6:03pm or 6:05pm.
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For fields that display a duration, such as the Time in State field in the Team Performance gadget and the Max Time field in the Queue Statistics gadget, Finesse server publishes a time stamp in UTC format. The time stamp is then converted to a time stamp in the local time zone of the agent or supervisor desktop and duration is computed by comparing it with the current local time.
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If the system clock on the agent or supervisor desktop is not synchronized with the system clock on the Finesse server, the duration will be incorrect.  
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Note: The desktops do not need to be in the same time zone as the Finesse server but the clocks must be synchronized. For example, if it is 3:00 P.M. on the Finesse server in California, it must be 6:00 P.M. on the agent's PC in New York (not 6:03 P.M. or 6:05 P.M.).
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! '''Recommended Action'''  
! '''Recommended Action'''  
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| Synchronize the system clock on agent and supervisor desktops to the Finesse server system clock. Use a common NTP server between server and client.
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*Synchronize the system clock on agent and supervisor desktops to the Finesse server system clock.  
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*Use a common NTP server between server and client.
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! '''Release'''  
! '''Release'''  
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[[Category:Cisco_Finesse,_Release_9.0]]
[[Category:Cisco_Finesse,_Release_9.0]]

Revision as of 14:58, 24 September 2012

Client's system clock should be synchronized to the Finesse server system clock

Problem Summary Fields that display a duration on the Finesse gadgets will have incorrect values unless the system clock on the agent or supervisor desktop is synchronized with the Finesse server system clock, accounting for the time zone difference between the server and the agent or supervisor desktop. 
Error Message None
Possible Cause

For fields that display a duration, such as the Time in State field in the Team Performance gadget and the Max Time field in the Queue Statistics gadget, Finesse server publishes a time stamp in UTC format. The time stamp is then converted to a time stamp in the local time zone of the agent or supervisor desktop and duration is computed by comparing it with the current local time.

If the system clock on the agent or supervisor desktop is not synchronized with the system clock on the Finesse server, the duration will be incorrect.

Note: The desktops do not need to be in the same time zone as the Finesse server but the clocks must be synchronized. For example, if it is 3:00 P.M. on the Finesse server in California, it must be 6:00 P.M. on the agent's PC in New York (not 6:03 P.M. or 6:05 P.M.).

Recommended Action
  • Synchronize the system clock on agent and supervisor desktops to the Finesse server system clock.
  • Use a common NTP server between server and client.
Release Release 9.0(1)
Associated CDETS # N/A


Rating: 0.0/5 (0 votes cast)

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