Desktop: Queue Statistics gadget shows incorrect information after failover

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Desktop: Queue Statistics gadget shows incorrect information after failover

Problem Summary After failover occurs, the Queue Statistics gadget on the Finesse desktop shows the number of agents who are on inbound calls as 0.
Error Message None
Possible Cause If Logout on Agent Disconnect (LOAD) in Unified CCE is set to /LOAD 1, Unified CCE tags the call against the default skill group and does not retain the skill group information. As a result, Finesse does not receive the correct information from Unified CCE.
Recommended Action
  1. Change the LOAD configuration parameter in Unified CCE to /LOAD 0.
  2. Restart the CG and PG services on Unified CCE.

After you perform the preceding steps, the Queue Statistics gadget should show the correct information after failover.

Note: The /LOAD 1 setting has been deprecated for Unified CCE. Support for this will be removed in a future release.

Release Release 9.1(1), Release 10.0(1), Release 10.5(1)
Associated CDETS # CSCuo20417


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