HotFix KB472176 - Agent Performance reports incorrectly pegging call counts

Article ID: 52620 - Last Review: April 12, 2019

PROBLEM

Agent Performance reports incorrectly pegging call counts when calls were transferred from one path to a second.  These calls were double pegging.

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.0.2.0.

1. Ensure that KB467156 is installed
2. Ensure that KB468853 is installed
3. Go to https://www.mitel.com/
4. Click the Login button.
5. Click the Sign in button under MiAccess.
6. On the left, select the Software Download Center.
7. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.0.2.0 and HotFixes.
8. Download the MiCC HotFix KB472176.exe HotFix to the MiContact Center server.
9. Double-click the MiCC HotFix KB472176.exe and follow the on-screen prompts.
10. Wait for the repackager and auto-updates to complete.

NOTE: Installing this Hotfix will restart the MiContact Center services.  To avoid service interruption install this patch after hours or during a scheduled maintenance window.

APPLIES TO

 MiCC 9.0.2.0

Keywords: Hotfix 472176 KB472176 Agent performance count