Nortel CC MIS Release Note page 72

Fixes
Table 2:
Software fixes in Release 6.0 (Part 3 of 3)
CR number
Q01131969
72
CR title and explanation
Scope filtering of Agent Event Log reports shows
misleading information
When agents are moved among subgroups and event log
reports are run with a restricted scope, misleading
information can appear in the reports due to the fact that
events occur while the agent is outside the scope of the
report and these events are not accounted for in the report
statistics. For instance, if an agent moves from subgroup
1000 to subgroup 1001 and then back again a short time
later, any report run with a scope that is restricted to
subgroup 1000 appears to show complete information;
however, the report is missing the details for the agent
while in subgroup 1001.
Additional records are created in the agent event log
database file that provide information about agent moves
between subgroups. These records appear in the agent
event log reports when an agent moves in or out of the
scope of the report as follows:
A MOVE OUT record indicates that the agent moved
out of scope at the time shown in the END TIME
column. If the agent was active on a walkaway at the
time, the walkaway code is displayed.
A MOVE IN record indicates that the agent moved
into scope at the time shown in the START TIME
column. If the agent was active on a walkaway at the
time, the walkaway code is displayed.
These new MOVE IN and MOVE OUT records do not
appear on the report if the agent stays within the scope of
the report.
Note: The solution to this problem is only effective when
you run reports on data that was collected following the
application of the fix.
Call Center Management Information System
Standard 2.0