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Agents Missing in Chat Real Time Reports in BUI
Answer ID 12319   |   Last Review Date 07/27/2022

Why are some agents missing from Chat Real Time reports when using Browser UI?

Environment:

BUI, Chat, Real Time Reports
Oracle B2C Service (OSvC)

Issue:

Some agents are not visible in Real Time Reports in Browser UI, although they are logged into Chat.

Resolution:

Logged in agents will appear in BUI Real Time reports only if they have performed any activities related to Chat in the last 4 hours. This is expected.

For example, agents who have been in the same Unavailable status for more than 4 hours will not appear in the 'Current Chat Agent Statistics' report (ID 3036). Once they make a change to their Chat status, they should appear in the report again. 

 

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