queue report - super agents

[bboydewil]

Hi,

screenshot below shows time logged into our only queue 900 - sg for our agents. Some of our employees are so good, that they apparently work 23 hours a day (super agents). Something is wrong obviously. Could you please help?

here's our setup:

• server - linux instance - v15sp4
• clients - windows 3cx client (latest)
• global opening hours set 8am till 5pm (9 hours total),
• agents work on 5-8 hours shifts / day
• agents extensions don't have custom hours set up, also push for smartphones is off, ring on mobile is off
• they use q button to log in and out, but some might forget to logout before closing PC at the end of the day
  - regardless, all extensions are unregistered (red colour) and phones section do not list them at the end of the day (as expected), additionally queue shows all of them logged out
• after hours is set up to voice mail
• queue set up - hunt by three random

Report below is default one and shows daily stats only (24hours).

Even if users were not logging out of queue, how can someone be logged in for 23 hours if the stats come from midnight and no-one has access at that time?



Additionally:

As you can see below, three users are marked with Green icon as available and logged in queue, although user view show them as unregistered (see screenshot beneath). Any thoughts?




Thank you very much in advance for any tips and guidance.

 

[nb]

Can you try a test?

A) for sure if an extension is LOGGED In, then the last login time you see in the image is the move from logout to login. Were they supposed to login at that time? Yes/No
B) this will answer the question whether the uisers are forgetting to login or logout when they are ready from their shift (also when the arrive)

If you make a test with 1 extension only. move him to use automatic login and logout to the queue (you know their times). Maybe an agent that does not work in the other shifts. then you can see if automatic scheduling helps the problem or not.

 

[bboydewil]

Hi Nicky,

queue last logged in/out time shows reasonable data (fitting our working hours), so from that perspective I could assume that users simply do not log out and 3cx system does not take "opening hours" into consideration when printing the report. As a prove there are reports showing 4 agents logged in for a full day (24hours) over the weekend.

Question then becomes, does the system correctly assign incoming phone calls to extensions that are registered and logged into queue? We are missing several calls on daily basis, so the concern is that these calls are allocated to users who are not on-site, are not registered but forgot to log out of queue.

In regards to testing of one extension, I confirm that changing status to away with "log out from queue ticked" works, however cannot be applied in our scenarios where agents work on random shifts. Hence is not reasonable to adjust "auto switch" for every agent every time there is a roster change. I understand that logging in / out is managed on user level, however I am suspicious it affect the queue calls assignment.

As for the second issue, user view vs queue view.
Any thoughts on that one please? Why user view shows offline, while SG shows active?

Thank you

 

[nb]

I understand your problem but frankly you are letting this happen because there are no logout policies enforced in place.
If they forget to logout there is nothing we can do.

You have to decide. Do they have random shifts? If yes, then you cannot use the scheduler and they MUST remember to logout.
Like a car - automatic transmission or manual? You have to choose.

If they have random shifts then they must login and logout. (Manual mode)
If they have specific time shifts, then you can tell 3CX to log them in and out based on time automatically and everything will work as expected.

If they don't logout you need to explain to them that they will suffer because they will have higher abandoned queue call count.
Well it's normal to miss calls. If they are leaving and not logging out, 3CX will keep on targeting calls to that agent because it is logged in so it is available to be polled.

 

[bboydewil]

Thank you Niki, Understood.

If they don't logout you need to explain to them that they will suffer because they will have higher abandoned queue call count.
Well it's normal to miss calls. If they are leaving and not logging out, 3CX will keep on targeting calls to that agent because it is logged in so it is available to be polled.

Does this mean, that even if the extension is unregistered (PC's off) but logged into queue (user forgot to log out), 3cx will try to deliver call to this extension regardless? If so, that answers all our missed calls.

 

[nb]

What version of 3CX PBX are you using? Can you give me the exact major and minor revision numbers?
Do you have agents with PUSH smartphones enabled? That might be the reason.

 

[bboydewil]

Hi,

I am not sure where to get 'major' / 'minor' version details.

We are using pre-built debian image:
3CX Phone System Professional Edition v15
15.0.60903.0

PUSH has been disabled for all - manually. By default, when creating new user, PUSH is turned on - please advise if there is a switch to have it default = off.

Thank you