Longest waiting time polling

[dr15]

Hi, with longest waiting time, does this mean that if an agent A is logged in, and another agent B logs in and out then back into the queue, agent A would technically be the longest idle even though he may have taken more calls in between agent B logging in and out?
Basically, does the counter restart if agents log in and out and back into the queue?

 

[PaulEmous]

Yes, the timer resets. You can also see that in the switchboard. Since the person is present (time stamp) from the moment he logs in and is availble.

 

[dr15]

Just to confirm, this means an agent could be logging out and back in, which resets the timer, and therefore is less likely to get a call than another agent who has been logged in for longer?

 

[PaulEmous]

Yes, you can see in the queue (switch board) when a person logged out and logged in again.