When reviewing information on a queue in the Management Dashboard, you notice that the Longest In-Queue Value is extremely high, but that value is not displayed in the Oasis Management Portal.
If you encounter a Longest In-Queue value that is extremely high in the Management Dashboard that does not match the value in the Oasis Management Portal, please open a Volt Delta UK Support Ticket with Business Unit and Queue Name that has the wrong value.
For Support Agents only:
This issue with the Longest In-Queue value being extremely large is caused when the ACD Performance Event Dispatcher is not running on the Primary CDS servers in the Acton and Slough data centers. This causes the Longest In-Queue value to be calculated with stale data.
Since the CDS servers for each customer are load-balanced across the Acton and Slough data centers and configured for high availability with an active primary and an inactive hot secondary server in each data center. You will need to check and then start the ACD Performance Event Dispatcher on each of the primary CDS servers by doing the following:
Connect to a CDS Server (please refer to the Volt Delta UK Server Information article).
On the desktop, double-click on the CDS Server icon.
On the CDS Service tab, ensure that the value of the Current State is set to Primary. If it is not set to primary then this is the secondary server and you will need to go to the other CDS server in this data center.
Click on the Event Dispatcher tab.
In the Event Handlers Configuration, check if the Status of ACD Performance is set to Started.
If it is not started, select ACD Performance and then click on the Start button.
Once the ACD Performance Event Dispatcher is started on the primary CDS servers in the Acton and Slough data centers, the Longest In-Queue value should reflect the correct values as found in the Oasis Management Portal.