Trying to Understand if Idle can Be calculated

[dommy575]

hi Guys

im trying to work out if Idle can be calculated from 'out of the box' reports 3Cx offer. In the 'Agents in QueueStats' report i can get time logged into Queue and Overall talk, but im conscious agents get kicked out of queues when in different states. Can someone please tell me if you will get kicked out of queues for the below?
Comfort break
Lunch
Away
Do not disturb

At Present i have anomalies against Scheduled time on phones vs Log on (dont know if its because agents are logged out of Q for DND or Away) and i also have anomalies for Log on Vs Talk time (same reasons as sched vs log on) - basically in an ideal world i want my scheduled vs log on to match without any interference of Q's logging in and out, and that way i can calculate 'wrap' based on log on vs talk time

thanks in advance

Dom

 

[OlegR_3CX]

Hi there.

Can someone please tell me if you will get kicked out of queues for the below?
Comfort break
Lunch
Away
Do not disturb

You can configure it and not have user logout of their queues if you wish, all you need to do is just uncheck the box "Log out from Queues" (this applies for all the call forwarding rules):


Also, it can be the case, that agent manually logout from the Queues or a specific one.
There is no report to show you that but only logs of the system.

 

[dommy575]

hi - thank you for your help. if the user doesn't log out the queues during Busy / DND / Lunch etc - they will still get calls? or is that not the case?

also - do you know what logs i can look at to see in reporting to see this information?

Thanks again for your help

Dom

 

[OlegR_3CX]

Hi Dom.
Yes, user will receive calls in the Queue even if Away and any other status, so queue calls will be special in a way there and internal calls lets say in Away or DND won't come through.

Your system needs to be in verbose logging, and then you can check "3CXQueueManager.log" file and see if the agent logged out.

 

[VoIPTools]

We have several wallboards that calculate/display the agent's idle time in real-time.

 

[dommy575]

what reports do you supply and what prices? are you 3rd P

 

[VoIPTools]

Take a look at VoIPTools.com. Yes, we are a 3rd-party developer for 3CX. We have been building add-ons for 3CX for more than 15 years, and have customers in over 100 countries around the world. We have over 35 tools to extend the capabilities of 3CX. We can help!