ACD and SMDR data is displaying for an agent that is configured as “Historical” in YourSite Explorer.
This error displays when an agent who is configured as “Historical” is actively handling calls. Reusing old agent IDs or accidentally marking active agents as “Historical” can cause this issue. While it’s easy to recognize the problem in YourSite Explorer when it arises, knowing to look for that specific setting isn’t always so obvious. Look for agents who are marked “Historical” but still showing up in ACD and SMDR records
Minor
Report data related to historical agents will be inaccurate.
CCM 6.0 SP1