Solved Agent Report

[Rmn3]

Hi there,

i could need your Help.

I am teamleader with 3 employees in my team.

I would like to log the work times of my team member via the agent reports in the 3cx.

They log into the queue when they start their work over the dial code and therefore, they also log out when their shift is over.

But somehow the queue doesent log the queue time completely, there are gaps in between.

From where does this come and how can i fix it, so that the entire time while the agents are queued in are logged?

Thanks in advance.

 

[VasilisV_3CX]

Hi @Rmn3,

Do you mean you run the Agent Login History report and there are gaps? Can you clarify? Below is an Agent Login History example.

 

[Rmn3]

Hi,

yes, exactly.

Our report looks like your example but after a few minutes, they are logged in again, so a new logged in line begins but without that a agent has logged out purposely.

 

[VasilisV_3CX]

Hi @Rmn3,

Are the agents changing their statuses during the day?

Have you made sure that Log out from queues is unchecked on statuses such as Away?

 

[Rmn3]

Hi,

when they are "away" they are not able to be logged into queues. I´ve removed the option from the extensions.

Do you think, this could be reason for this ?

 

[VasilisV_3CX]

Hi @Rmn3,

It may be if they had their status' changing based on breaks / manually setting the status to away. If it is disabled on all of the extensions, then you can run a test and see if it occurs again by running the report tomorrow from after the time that you unchecked the option.

 

[Rmn3]

Hi @Rmn3,

It may be if they had their status' changing based on breaks / manually setting the status to away. If it is disabled on all of the extensions, then you can run a test and see if it occurs again by running the report tomorrow from after the time that you unchecked the option.

Thank you

The colleague we´ve have made the test with has called today. So of course his status must have changed, due to the fact, that of course has called customers.

 

[VasilisV_3CX]

@Rmn3, Sure thing, if you find any issues, let me know and we'll have a look. If the report runs as intended, let me know and I'll close the thread.

 

[Rmn3]

You´re welcome Vassili, thanks in advance

 

[VasilisV_3CX]

Hi @Rmn3,

I'll close this thread for now. Feel free to PM me if you run into any trouble. This issue will be marked as solved.