Agent Login History

[jcostlow]

• 3CX Version, Enterprise Annual 18.0 (Build 461)
• Server OS, Debian 10
• Is the 3CX Server Hosted and where? On-premises
• IP Phone Make/Model/Firmware version, Snom D735 V10.1.84.15
• Provisioning Method: Local
• Trunk Provider or VoIP Gateway Make/Model, AT&T SIP-Trunk
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

I was trying to look at reports because a customer was asking why there was a drastic difference in the number of answered calls by the agents so I ran the Queue performance report. Based on the number of calls some agents got I went to run the Agent login History report and saw some of the people who serviced a lot of calls with a ton of log in/out history for one day.

I was wondering if the report considers someone logged out when they are servicing a call as I doubt they logged in and out that much. I have attach a snippet of the login history report.

 

[VoIPTools]

One of the things 3CX does NOT support is a agent-controlled wrap-up time. For example, if the agent has paperwork to complete after a call, they might choose to log out of the queue, complete the paperwork, then log back in. By logging out of the queue, they ensure they do not get more queue calls until they are finished with the paperwork. This log is probably accurate.

 

[jcostlow]

I guess the report is correct. I forgot this customer has a VoipTools subscription so I pulled up the Competitive wallboard report. I will run it by the manager to see how much wrap up time is needed as they are typically putting all the information into the CRM will talking to the client.

 

[VoIPTools]

Glad I could help, and our tool helped you verify