SAP Knowledge Base Article - Preview

2564360 - Online Monitoring does not display presence profiles for some agents

Symptom

  • Presence Profile for some agents that are "logged on and Ready" are not displayed in the "Agent Statistics" view
    OM_CDT.png
  • When there is no presence profile in the Online Monitoring tool, "ProfileGUID" field in the monitoring database table "TAMOperatorStats" is NULL
  • Issue may also affect reports (Agent Work Done)
  • The problem is random

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Environment

  • SAP Contact Center 7.0
  • SAP Contact Center Support Pack 10
  • SAP Contact Center Hotfix 7.0.10.19

Product

SAP Contact Center, on-premise edition 7.0

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications, presence, profilGuid null, TAMOperatorStats , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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