AACC 6.2 vs Impact WFM 10.0.6

[chan100]

Hi Guy

After upgrade AACC 6.2 from CC 6.0

WFM 10.0.6 adapter unable pull the correct AWT value from Avaya data.



User are complaint that the data are wrong

did avaya change the database design ？
Currently the formula for AHT= ATT only because AWT consists all the Not Ready codes and not only ACW+Hold. ？？？
This statement are correct?

[hill23]

Hi,

I'm not experienced in WFM, but maybe the following may point you in the right direction.

Firstly, the big change from CC6 to AACC 6.x was the switch from sybase to cache for the database. So you need to ensure that the correct drivers have been installed for the WFM. You will find these in the Third Party\Cache ODBC driver folder on the install DVD. Note there are 32 & 64 bit versions, again make sure you have installed the correct version.

Secondly, Is it definately AACC 6.2? The reason I ask is that new columns have been introduced with SP10 for AACC6.3. PSN 004065u may be of assistance if this is the case.

I can't recall if columns were added in previous releases of AACC 6 from CC6 but it may be worth checking.

regards,
Paul.