Live Help: Exported Reporting Data Is Missing Data On New Agent (Doc ID 1684792.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Symptoms

On : Live Help chat data feed

ACTUAL BEHAVIOR
---------------
Possible missing data in daily feed

EXPECTED BEHAVIOR
-----------------------
Data on agents should be present

EXAMPLE
-----------------------
Customer created a new test user in the Live Help system yesterday - the agent has Role and a Team membership. But, the agent doesn't show up in the csrxdepartment table. Here is the agent's info below. Oracle sends a feed and the imports the Live Help data into their our DB so as to build their own custom reports.

accountid csrid csrfirstname csrlastname csrusername csremail datemodified Idate
XXXX NNNNNNNNN Luke Skywalker lukes luke@gmail.com 2014-06-12 08:42:51.000 2014-06-12 13:08:03.040

Also - as another example, this user below DOES have data in the crxdepartment table, but they only have 3 departmentids - there should be 13 (he's also assigned to a TEAM and the TEAM has 13 departments):

accountid csrid csrfirstname csrlastname csrusername csremail datemodified Idate
XXXX NNNNNNNNN Agent Zero agent0 agentzero@gmail.com 2014-06-02 11:26:53.000 2014-06-02 16:08:05.170

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, the customer cannot completely report on agent's assignments

Cause

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