Cisco Cisco Agent Desktop 8.0 Quick Setup Guide
Troubleshooting
November 2013
83
If you are experiencing an issue that is related to live monitoring and recording,
choose the issue listed in the table that is most similar to your issue, then refer to the
instructions on the corresponding page.
choose the issue listed in the table that is most similar to your issue, then refer to the
instructions on the corresponding page.
Table 10.
Live monitoring and recording issues and their frequency
Issue
Description
Frequency
The supervisor wants to live monitor a specific
agent, but cannot find that agent on the list of
agents available for live monitoring.
agent, but cannot find that agent on the list of
agents available for live monitoring.
Common
The supervisor selects an agent in the Live
Monitor agent list and clicks the Live Monitor
button, but no call is received by the
supervisor, and an error is posted.
Monitor agent list and clicks the Live Monitor
button, but no call is received by the
supervisor, and an error is posted.
Common
Calls for a Recording Solution agent or
knowledge worker are not being recorded as
expected
knowledge worker are not being recorded as
expected
Common
Audio recordings contain no speech. The RAW
file size is 1 Kb.
file size is 1 Kb.
Common
A Recording Solution agent is configured to
use server-based (SPAN) recording, but the
files are being created and saved on the
agent’s desktop.
use server-based (SPAN) recording, but the
files are being created and saved on the
agent’s desktop.
Rare
When reviewing an audio call recording, pops
and/or clicks are heard at various places in
the recording. Speech quality is good
otherwise.
and/or clicks are heard at various places in
the recording. Speech quality is good
otherwise.
Common
While listening to an audio call recording, the
speech is slow. This might occur only for one
party on the call, or both parties.
speech is slow. This might occur only for one
party on the call, or both parties.
Rare
Large sections of a call’s audio is missing.
Usually, the missing section is at the very
beginning or at the end of the call. In some
cases, it sounds like the call recording stopped
somewhere in the middle of the call and never
resumed.
Usually, the missing section is at the very
beginning or at the end of the call. In some
cases, it sounds like the call recording stopped
somewhere in the middle of the call and never
resumed.
Rare