CMS: ACD Time showing in Queue with no ACDCALLS

Doc ID		SOLN291602
Version:		2.0
Status:		Published
Published date:		15 Jun 2018
Created Date:		22 Jun 2016

Author:

Bryan Boudreau

Details

Skill shows ACDTIME, but no ACDCALLs. This is confirmed by the database - when selecting the skill for the dates in question where ACDCALL =/= 0 - the search result comes back as 0. When searching the skill for the dates in question where ACDTIME =/= 0 - the search comes back with call data. ACDTIME should be connected to an ACDCALL.

Version: CMS R16.3 R7 and below

Problem Clarification

ACDTIME should be connected to an ACDCALL.

Cause

The i_acdtime is incremented when an agent performs a "reverse" conference call where the agent connects back to the original call before hitting the conference button. CMS assigns the i_acdtime to the first skill logged by the agent instead of the skill that received the ACD call.

Solution

Issue with i_acdtime (as well as I_acwtime) addressed in R16.3 R8 which is available via PCN. From release notes: CMS mis-handles ACDTIME with "reverse" conference. I recommend that the customer upgrade to this CMS version in order to correct the issue with i_acdtime. The release notes mention ACDTIME; however, the issue was found with both acdtime and i_acdtime.

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