Agent: Time on status report; processing transaction time is abnormally high.
For example over 20 hours for an agent for a completed day or close to the total number of hours of the current day
- Contact Center
- Agent Console supervisor historical report
- Identify if the issue is ongoing, the current days processing transaction time is high
- Raise a case to 8x8 Support
- How to Create a Case with 8x8 Support
- Include a list of the affected agent(s)
- Include a link to this knowledge base article
This is caused by stuck event events in the backend for the tenant.
We are not able to correct the historical data already populated into the report, however, we can clear the stuck events to correct this going forwards