Problem with agent log in data

[Alphabetic]

Hi support

I have some extensions that only access 3CX via hot desk phones only.

The agent log in report isnt showing data for a particular extension for anything before this month.

This report was for "This year"



Here is the call report showing him logging in




and logging out

 

[KyriacosS_3CX]

Hi,

What version are you on?

Best,
K.

 

[Alphabetic]

Hi,

What version are you on?

Best,
K.

20 U6 B700

 

[KyriacosS_3CX]

The brand new reports will only be showing data from the time of the update onwards. Which exact report is the one causing the problem?

 

[Alphabetic]

Agent log in reports are not new

 

[KyriacosS_3CX]

You are right there.

Is this affecting all agents or just the one? If I read thing correctly this is only affecting 918, or was that just an example and it affects other agents too?

 

[Alphabetic]

I've checked a few others and theres data there. I've only been made aware of this particular extension currently.

 

[KyriacosS_3CX]

Hi,

Is there a chance the extension nevered logged out/in from the queue before that first entry? When an extension is added to a queue it goes active but log entries don't start getting written until the first logout, as it's not possible to calculate a logged-in period until then. Perhaps Office hours were not set for them but were for the other agents.

 

[Alphabetic]

I considered that, but theres no reference of a login in the last 30 days and there's only a small handful of phones so if they're not logged in to a phone, they're not registered which means they're not logged in. Im not sure if an explicit log in to queues would be respected when the extension isnt registered.

 

[KyriacosS_3CX]

Im not sure if an explicit log in to queues would be respected when the extension isnt registered.

It is, tested it on mine, newly created user, no devices of any kind, add to queue, they are logged in, not even explicit as you see, it happens as soon as you add them to the queue and for sure it can be done latter by the owner/manager - tested this too.

 

[Alphabetic]

Yes, ive just tested this too.

However, the agent login report when set to "this year" or "last year" shows no login for this agent apart from the 2 i posted.

 

[KyriacosS_3CX]

Well, there is the possibility they were always logged in before that point. The first log entry reflects the second time they log in.

The first logged-in session is not shown in the Login History as it would have been done by the Add to Queue action and not the user or an admin in an explicit manner.

I do think this is the explanation unless we have some evidence the extension was in some way logging in and out before that point.

 

[Alphabetic]

The account was created in October 2024.

I just created a new user and added it to the queue and there is an agent login event in the report.

even if it was the case, in order for it to appear as logged in again, there would have been a logged off entry.

 

[KyriacosS_3CX]

Hmm.

For my test, added extension named "x x" at _:43:.. to system and in the same minute to the queue. Then logged them out as system owner at _:45:.. and logged them in again at _:46:19. And my log only shows the session from _:46:19 onwards, the second session for this extension.

 

[Alphabetic]

@JohnS_3CX Any ideas?