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2464964 - Online Monitoring - "Queue Monitoring and Alarm View" statistics showing orphan entries stuck for days

Symptom

  • While checking the Online Monitoring tool "Queue Monitoring and Alarm View" you noticed data that appears to be stuck for days or even year as seen in the below screenshot example:
    Queue Monitoring and Alarm View1.png
  • Checking CDT -> History status for the corresponding Queue(s) yields no open contacts as seen in the below example for the "SCC Sales CallBack" Queue:

    History.png

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Environment

  • SAP Contact Center
  • Microsoft SQL Server 2008/R2 32/64 Bit
  • Microsoft SQL Server 2012/R2 32/64 Bit

Product

SAP Contact Center, on-premise edition all versions

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Queue Monitoring and Alarm View, statistics, orphan, stuck, online monitoring, OLM virtual application, longest waiting time, Ghost , KBA , stuck , ghost calls , ghost contacts in online monitoring , CRM-CCI , Contact Center Infrastructure , Problem

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