DMA Agent Template

Voice & Telephony
1

Hello,

I have recently started to use VAGs (script tab=LoggedIn(“”) for CCA templates however are experiencing an issue whereby the template stops generating chunks at some point. We think this may be when a skill is removed for agents thus they are no longer part of the VAG. What we then discover is the chunks in DMA do not generate again unless a datasourcer restart is performed.
For many reasons including the following we cannot use standard agent groups or ‘all agents’:

  1. If we use ‘All agents’ for the agent template the stat collection is above recommended amount (and we have separate data sourcers for specific sites).
  2. There is only 1 tenant, and multiple sites/switches.
  3. There are thousands of agents and manually moving around groups is not simple task.

The data chunks do generate data again if for example we change the VAG for a standard agent group.
Although I cannot find any specific documentation advising only standard agent groups can be used for CCA templates, there is an old article for v65 stating VAGs are not supported (we are on CCA 8.0).

thanks,
Wasim

2

But why dont you use normal VAGs based on skill expressions? Then you know that the VAG always will contain agents as long as nobody removes skills.

Now when you use VAGs with script tab=LoggedIn(“”, the VAGs will be empty when noone is logged in. That probably causes DataSourcer to stop

3

thanks might be the only solution.
I was thinking to create a dummy skill representing a site, and assigning these to the relevant agents - then using the skill in the VAG script.

the datasourcer logs show no objects when checking the agent layout and presumably does not check this again unless the metagroup is changed or datasourcer restarted.