Multiple records in hagent intrahour tables in Avaya DB for same interval

[mjuluk]

I recently looked at Avaya CMS data in hagent tables and I see that for the same logid, split, acd, row_date, starttime, loc_id combination, there are multiple records in the hagent table.

It means for the same agent, there are multiple entries of calls for the same split, in same ACD in the same day & interval, in the same location. This does not seem correct.
Is this a possible scenario?
We actually noticed a lot of such records for each such combinations.. sometimes 4-5 in a set. Why does CMS record so many instances? Which record can we consider for reporting complete information of that interval?

Also, We see that incomplete is 1 for many records. What we want to understand is, if the data is incomplete for a particular interval, will there be a corresponding record where data is complete? We have seen that in many cases there is no completed record.

[cartw7]

Hi, mjuluk! We noticed the same, too. I've been looking for a relevant doc over the internet, but had no such luck. How about you?

[shaikht]

HI,

I will suggest to open SR with Avaya Support to look further into multiple records. There must be unique entry in each row causing multiple entries.

Regarding Incomplete, it is n indication of whether data is complete for this collection interval. Data is incomplete whenever the link goes down and whenever tracking is aborted for calls, because of the trunk going maintenance busy with a call active, protocol failures with data collection active, or when split/skill or VDN call profile is changed with data collection active. Valid values for the INCOMPLETE item are 1, which means that the data is incomplete, and 0, which means that the data is complete. The value in the daily, weekly, and monthly tables indicates the number of incomplete intervals in the day, week, or month

I hope it helps

[johns1224]

Thanks for your help, shaikht! This happened to us as well. Will try your suggestion in a while and let you know if it works.