BCMS / BCMSVU problem with time

[noisecode]

I have a customer who is using BCMS on their switch with BCMSVU to view/print reports that're taken from the BCMS on the switch (sorry, don't know much about BCMS). What is happening, is that they have a certain split that doesn't start taking calls until 8:00am, but in the BCMS reporting they see calls starting in the 7:30am-8:00am period. Also, when they view reports for certain agents that start at say 9:00am, they are seeing calls to these agents starting in the 8:30am-9:00am period, like the system time is incorrect for some reason. We have verified the time is correct on the main BCMS system thats connected to the switch, the switch itself and any PC that uses the BCMSVU client and all times are set correctly. Anyone know why this may be?

 

[marcell55]

Are you sure these are ACD calls that they are seeing? The system starts tracking the intervals once an agent logs in, so if an agent logs in at 8:59, then you'll see that interval show up on the report, but they may not have taken and actual ACD call during that time.

Also, you'd want to look at the vectors to determine how the system sends calls to agents. Maybe it starts based on staffed-agents instead of Time-of-Day.

 

[noisecode]

The customer says they see reports with calls taken in reporting periods 30 mins prior to a time when any agent should have logged/began taking calls. The customer all of this worked fine prior to a power outage. I have had the customer check and set the time on the main BCMS system, any computer using a BCMSVU client and the main PBX. After all of this we still have the same problem.