WxCC Agent Desktop: Real-Time Statistics Fails to Populate

WxCC Agent/Supervisor Desktop fails to display Real-Time statistics (and may show an error message “failed to load” or “failed to connect”) on the Agent Performance Statistics tab.

The Agent Performance Statistics icon () is a tab on the Navigation Bar of the Agent Desktop. This tab provides Real-Time reports and Historical reports. 

Historical reports — Display historical data. These reports update every 24 hours.

Real-time reports — Display current data.

An Administrator must license an Agent or Supervisor in the Webex Control Hub and configure them in Webex Contact Center. Call Center Agents and Supervisors will access the Webex Contact Center (WxCC) Agent/Supervisor Desktop using the Chrome browser.

Real-Time Statistics in the WxCC Agent Desktop Fails to Populate (and may show an error message “failed to load” or “failed to connect”)

1. Clear the cookies and cache in the Chrome browser
   1. Open the Chrome browser on your computer
   2. At the top right, click the 3 verticle dots (More)
   3. Scroll to Delete browsing data and select (a new tab will open)
   4. Choose a time range as All time
   5. Select (check) the types of information you want to remove:
      1. Browsing history
      2. Cookies and other site data
      3. Cached images and files
   6. Click Delete data
   7. You will be signed out of your WxCC Agent Desktop, sign back in, and check the Real-Time Statistics. 
   8. If the data is now populating, no further action is needed
   9. If the data is still not populating, continue to the next step
2. Enable Third-Party Cookies in the Chrome browser
   1. Open the Chrome browser on your computer
   2. At the top right, click the 3 verticle dots (More)
   3. Scroll to Settings (gear icon) and select (a new tab will open)
   4. Select Privacy and security 
   5. Select Third-party cookies
   6. Select Allow third-party cookies
   7. If the data is now populating, no further action is needed
   8. If the data is still not populating, open a new Mojo ticket for Information Technology to troubleshoot the problem … 
      1. IT Service Desk phone number 38324 (512-223-8324)
      2. Self-Service Open a Ticket (https://infohub.austincc.edu/resources/)

Need additional information or assistance? Contact the ITS Service Center.