Why are some agents missing from Chat Real Time reports when using Browser UI?
BUI, Chat, Real Time Reports
Oracle B2C Service (OSvC)
Some agents are not visible in Real Time Reports in Browser UI, although they are logged into Chat.
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.