WFM - Agent not shown in Adherence Details

Genesys Cloud WFM
1

Hello dear all,

I have done some research on the forum about adherence details but i didn’t find anything similar to my issue.

We are have an issue with an agent not being displayed in WFM Adherence details.
All other agents of the same team are being displayed normally and we can retrieve information for them.
The agent is on the correct team, Contract, Activity, and similar people on the same team are presented as it should.

I did searched on the Genesys manual about adherence but i didn’t find anything that could help. We are using WFM version 8.5.211.6

Any Ideas Gurus?

Thanks for your time!

2

Have you looked into the wfm server log files, any errors?

You can see and administer that agent in other aspects of wfm?

Br

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3

Was the agent maybe added into WFM config and then deleted from CME and then recreated? The agent will then get a new dbid and the old agent might still be the “active” in WFM (depending on config)

4

Thank you for your reply. I checked the logs and i found that the specific login for this agent is not found, thus data_aggregator abondoned the statistics.

Elsewhere in the WFM the agent is managable and we can use him in the sheduling. We only have issue on the adherence report.

	Line 113593: 12:41:37.039 Std 10040 Statistics specification error (client='wfm_data_aggregator', request_id=4101, user_request_id=1): 'Agent '3360' (Tenant 'Environment') not found'
	Line 113596: 	'STRING_VALUE'	'Agent '3360' (Tenant 'Environment') not found'
	Line 113602: 12:41:37.039> Init: Statistic abandoned. Reason: Agent '3360' (Tenant 'Environment') not found
	Line 136596: 	'OBJECT_ID'	'3360'
	Line 136610: 12:43:21.993 Std 10040 Statistics specification error (client='wfm_data_aggregator', request_id=4214, user_request_id=1): 'Agent '3360' (Tenant 'Environment') not found'
	Line 136613: 	'STRING_VALUE'	'Agent '3360' (Tenant 'Environment') not found'
	Line 136619: 12:43:21.993> Init: Statistic abandoned. Reason: Agent '3360' (Tenant 'Environment') not found
	Line 186897: 	Agent LoginID '3360'

I Recreated the Login and i still have the same issue. I also gave to the agent a new login to test it. Strangely i assigned the same login to the agent and for 20 seconds it was working proberly and then once again i checked into the logs and i have found that :

attr_event_time [str] = "2021-04-21T10:30:09Z"
	attr_reason [int] = 0
	attr_reason_system_name [str] = "AgentDeleted"
	attr_reason_desc [str] = "The agent has been deleted from configuration"
5

The agent was not deleted but moved from a to another team in WFM. I am thinking about recreating the user. What do you suggest?

6

But the error message from DA/StatServer: ‘Agent ‘3360’ (Tenant ‘Environment’) not found’ indicates at least for me that there is no such agent in cfg_person table(genesys config database)

Either StatServerWFM just needs a restart - or you need to verify that same person dbid is in both wfm and Genesys. If CME agent is newer, you need to add the new agent into WFM team.

7

We restarted the StatServerWFM and wfm_data_aggregator and verified that the agent’s DBID in cfg_person table(genesys config database) and GSW_AGENT_ID in WM_AGENTS(wfm agents table) are the same.
We are all good now!

THANK you everyone for your time