Hi Guys,
I am trying to track down the root of an issue that a customer is having where their calls are failing over to the on-call phone system we have in place for them.
I understand HOW they are getting to the on-call system but not why.
Some odd behavior I have noticed while running a few reports is there are multiple people logged into the queue. However when I run the report to show a users activity within a queue I get the following:
Each time the user logs out it seems to coincide with them taking a call or making a call.
I can't find any information on whether this is expected behavior or not, When a user that is logged into a queue and they make or answer a call, is it supposed to log them out? If this is the cast I think this would be the source of the issue because if there are 3 agents in the queue and they each take a call at the same time, then the next call would go to the destination of no answer as there are no agents logged into the queue to take the call. However, if this isn't expected behavior, why are they getting logged out when taking or making calls?
I am trying to track down the root of an issue that a customer is having where their calls are failing over to the on-call phone system we have in place for them.
I understand HOW they are getting to the on-call system but not why.
Some odd behavior I have noticed while running a few reports is there are multiple people logged into the queue. However when I run the report to show a users activity within a queue I get the following:
Each time the user logs out it seems to coincide with them taking a call or making a call.
I can't find any information on whether this is expected behavior or not, When a user that is logged into a queue and they make or answer a call, is it supposed to log them out? If this is the cast I think this would be the source of the issue because if there are 3 agents in the queue and they each take a call at the same time, then the next call would go to the destination of no answer as there are no agents logged into the queue to take the call. However, if this isn't expected behavior, why are they getting logged out when taking or making calls?
| Agent | Day | Logged In | Logged Out | Total Logged In per day | Total talking | |
| 1003 NOC - <name redacted> | 11/04/2024 | 12:00:00 AM | 12:04:14 AM | |||
12:08:42 AM | 12:12:47 AM | |||||
12:14:26 AM | 12:14:30 AM | |||||
12:18:01 AM | 12:18:28 AM | |||||
12:20:05 AM | 12:22:56 AM | |||||
12:25:16 AM | 12:47:16 AM | |||||
1:07:04 AM | 1:34:36 AM | |||||
1:35:15 AM | 1:37:36 AM | |||||
1:37:57 AM | 2:18:39 AM | |||||
3:17:44 AM | 3:53:35 AM | |||||
3:54:51 AM | 4:01:26 AM | |||||
4:07:37 AM | 4:11:17 AM | |||||
4:17:10 AM | 4:26:21 AM | |||||
4:32:29 AM | 4:45:14 AM | |||||
4:49:04 AM | 5:14:11 AM | |||||
5:16:03 AM | 5:17:01 AM | |||||
5:23:15 AM | 5:47:38 PM | |||||
5:47:43 PM | 6:04:07 PM | |||||
6:07:42 PM | 6:07:52 PM | |||||
6:11:10 PM | 6:13:41 PM | |||||
6:17:58 PM | 6:18:07 PM | |||||
6:20:31 PM | 6:24:09 PM | |||||
6:26:03 PM | 6:41:44 PM | |||||
6:44:21 PM | 7:23:40 PM | |||||
7:27:20 PM | 7:30:10 PM | |||||
7:35:46 PM | 7:40:48 PM | |||||
7:46:19 PM | 7:57:33 PM | |||||
8:02:54 PM | 8:04:14 PM | |||||
8:06:34 PM | 8:07:15 PM | |||||
8:09:07 PM | 8:14:49 PM | |||||
8:16:26 PM | 8:29:15 PM | |||||
8:29:20 PM | 8:39:33 PM | |||||
8:40:49 PM | 8:44:35 PM | |||||
8:45:51 PM | 8:48:29 PM | |||||
8:54:44 PM | 8:57:30 PM | |||||
8:59:45 PM | 9:01:58 PM | |||||
9:06:32 PM | 9:06:37 PM | |||||
9:06:47 PM | 9:08:15 PM | |||||
9:09:19 PM | 9:09:27 PM | |||||
9:19:35 PM | 9:19:40 PM | |||||
9:21:14 PM | 9:48:16 PM | |||||
9:48:30 PM | 9:55:03 PM | |||||
10:06:08 PM | 10:06:19 PM | |||||
10:11:09 PM | 10:30:21 PM | |||||
10:31:14 PM | 10:35:48 PM | |||||
10:39:40 PM | 10:51:54 PM | |||||
10:54:39 PM | 10:56:33 PM | |||||
10:58:47 PM | 11:05:04 PM | |||||
11:06:08 PM | 11:09:54 PM | |||||
11:11:29 PM | 11:18:00 PM | |||||
11:22:14 PM | 11:33:25 PM | |||||
11:39:43 PM | 11:41:14 PM | |||||
11:46:26 PM | 11:48:37 PM | 19:46:45 | 1:47:58 |
