Gadgets: Newly added Skill Groups (SG) and/or Precision Queues (PQ) does not show up in executing Live Data reports

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Gadgets: Newly added Skill Groups (SG) and/or Precision Queues (PQ) does not show up in executing Live Data reports

Problem Summary Newly added Skill Groups (SG) and/or Precision Queues (PQ) does not show up in executing Live Data reports.
Error Message NA
Possible Cause

When a new SG or PQ is added to an existing agent in Packaged CCE, the corresponding SG/PQ Value Lists and Collections are not automaticaly refreshed in Unified Intelligence Center until midnight. Consequently, the newly added SG or PQ will not be available for display in Live Data reports until the following midnight. If an earlier refresh is required, then the corresponding value lists and collections would have to be refreshed manually from the Value Lists page in Unified Intelligence Center. Once the Value Lists and Collections are refreshed, Live Data reports that requires these Skill Groups or Precision Queues would have to be reinvoked, since active reports do not keep track of changes in underlying collections and value lists.

Recommended Action

Either manually refresh the SQ or PQ value lists and collections, or wait until midnight for the automatic synchronization to take place. Note that Values and Wildcard based collections will always have to be updated manually. Once the Value Lists and Collections are updated, any Live Data report that intends to make use of these values would have to be re-invoked.

Release Release 10.0(1) and 10.5(1)
Associated CDETS # None

Rating: 0.0/5 (0 votes cast)

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