A descrepency between the "hold" time in CMS report and CMS trace

Doc ID    SOLN268446
Version:    2.0
Status:    Published
Published date:    15 Jul 2017
Created Date:    13 May 2015
Author:   
ysu
 

Details

There is a descrepency between the "hold" time in CMS report and CMS trace.
 

Product: CMS r16.3eg.f

Problem Clarification

I’ve performed a detailed investigation today, and am seeing what appear to be abnormalities in hold time reporting in CMS. For instance, I’ve looked at Core B agent 987427 for the entire day of 24/03. The Historical > Agent Split/Skill Daily report tells me that he had 39:08 minutes of hold time for the day, but when I compare this to the agent trace, filtering by Hold state=”y”, I’m only given a total of 15:16 minutes.

However, agent trace shows some hold time leading up to the interval but a new ACD call spanning 15:45-16:00 with no hold time

Question is ultimately: Why is agent trace showing no holds for 3:45-4:00 interval, yes cms report show 15min old time for same interval?

Cause

This is the known issue for CMS r16.3eg.f, wi number is wi01018453. The issue is when a transfer is initiated while connected back to the customer, the holdtime does not stop once the agent goes again to ACD status after the transfer. This is a product defect has been found in this CMS r16.3eg.f version which has been fixed in the CMS R16.3eg.g and higher version.

“This is related to an agent reconnecting to the caller before they complete a transfer.  Code was put in place to handle this situation correctly in 16.3, however the call on hold did not have the hold properly stopped.  This is what was causing the two hold times to be different.”

Solution

Do the base load upgrade from this CMS r16.3eg.f version to the CMS R16.3eg.g and higher version.
For this customer the issue has been resolved after customer side did the base load upgrade to the latest R16.3fa.b version.


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