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  • 1.  Intra-Day Monitoring

    Posted 04-29-2020 08:13
    No replies, thread closed.
    Hi all,

    We have an issue where we have agents schedules on 'schedules' but on the intra-day monitoring, it says that none are scheduled; therefore is forecasting a 0% SLA. This has only happened over night as yesterday's forecast was 87% SLA when we looked end of day. When we have looked this morning, it now says the forecast for yesterday was 0% as there are no agents.

    Can anyone assist with this?

    Thanks.

    Jez Ward.
    #Unsure/Other

    ------------------------------
    Jez Ward
    Purplebricks Group PLC
    ------------------------------


  • 2.  RE: Intra-Day Monitoring

    Posted 04-29-2020 08:19
    No replies, thread closed.
    Hi Jez,

    There are some issues this morning with Genesys Cloud. Initially, the queues activity was not showing any agents for queues and Interactions were not showing either. Now it looks like the queues activity issue is resolved, but we are not seeing interactions for today after 7am EST.

    I would bet this is related to the backend issue causing the issues I have been seeing. I opened a ticket and was told it may be on the analytics backend.

    Unfortunately, there is nothing on the status page to help everyone keep track of the issue.

    I recommend opening a ticket. The more people reporting this the better.


    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 3.  RE: Intra-Day Monitoring

    Posted 04-29-2020 09:37
    No replies, thread closed.
    Hi Jez,

    They eventually added this to the status page and it says it was resolved at 9:23 EDT.

    If you're still having issues, I would definitely open a ticket.

    Thanks,
    Daniel McLeod

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


  • 4.  RE: Intra-Day Monitoring

    Posted 04-29-2020 15:43
    No replies, thread closed.
    It looks like some of the issues have popped back up. I don't know if yours specifically has, but please open a ticket if it does. I'm hoping we can get some more visibility on these issues.

    Thanks,
    Daniel McLeod

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


  • 5.  RE: Intra-Day Monitoring

    Posted 04-30-2020 03:47
    No replies, thread closed.
    Thanks Daniel. Same issues today, so looking to raise a ticket now.

    Jez.

    ------------------------------
    Jez Ward
    Purplebricks Group PLC
    ------------------------------

    Original Message


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