Blank Pause code reason

[nrc]

Can someone real quick tell me under reports agent time report or even agent performance report what the BLANK pause code means?

My best guess is that is the time from when they hit the PAUSE button, to the time they pick an actual PAUSE code, but want to double check and be certain.

Thanks!

[DomeDan]

I looked carefully at those reports a while back and wrote everything I possibly could into the vicidial help section (its in the trunk now).
And this is a part of it: "and empty is undefined pause code. "

We don't use pause codes so this is what I can see:

Code: Select all

+-----------------+----------+----------+----------+----------+  +----------+----------+
| USER NAME       | ID       | TOTAL    | NONPAUSE | PAUSE    |  |    LOGIN |          |
+-----------------+----------+----------+----------+----------+  +----------+----------+
|                 | 1234     |  2:48:22 |  2:30:21 |    18:01 |  |     0:11 |    17:50 |
+-----------------+----------+----------+----------+----------+  +----------+----------+

I also wrote: "LOGIN = The pause code when going from login directly to pause." (the pause mode when you have just logged in before you start to make calls)

So if you take 18:01 - 0:11 you get 17:50

[nrc]

Sorry Dome, i'm a little lost on the answer here...

LOGIN pause i understand to be the time from login until the time they click resume (correct?)

and my best guess is that BLANK is the time they hit pause until the time they click an actual pause code...no?

[DomeDan]

Wrong, to understand this you need to know what pause codes is.

Here is from the vicidial help section:

VICIDIAL AGENT PAUSE CODES

If the Agent Pause Codes Active field is set to active then the agents will be able to select from these pause codes when they click on the PAUSE button on their screens. This data is then stored in the vicidial agent log. The Pause code must contain only letters and numbers and be less than 7 characters long. The pause code name can be no longer than 30 characters.


VICIDIAL_CAMPAIGNS TABLE

Agent Pause Codes Active - Allows agents to select a pause code when they click on the PAUSE button in vicidial.php. Pause codes are definable per campaign at the bottom of the campaign view detail screen and they are stored in the vicidial_agent_log table. Default is N. FORCE will force the agents to choose a PAUSE code if they click on the PAUSE button.

I got Agent Pause Codes Active = N
So when a agent clicks on PAUSE it will just set them in pause mode
that is an undefined pause code and it will add to the BLANK time

look at my example again, 18:01 is the total pause time
the next section is the total pause time separated in pause codes,
LOGIN + BLANK = TOTAL PAUSE TIME
0:11 + 17:50 = 18:01
if I had pause codes I would have fields like this:
LOGIN + COFFEE + TOILET + LUNCH = TOTAL PAUSE TIME

[nrc]

Ok so the thing is..

We have pause codes defined...we also have FORCE set on all campaigns making the agents select a pause code reason.

So in theory we shouldn't be getting the BLANK column?

[williamconley]

what happens if they push pause, then don't choose a code before closing the browser and then logging in again?

[nrc]

I don't know...Just trying to see if anyone knows the root cause.

I'll go through and do testing with a bunch of scenarios to see if i can pinpoint it.

[nrc]

heck..should have looked done testing in the first place...

SO Blank pause code is the following:

Agent hits pause.....does not select a pause code....closes browser

[williamconley]

Now I have another challenge for you:

Suppose you are the Developer for "Vicidial". You are presented with this problem: An agent presses pause ... then without clicking on a pause code, waits for a while and closes his browser ... then re-logs-in. What should the log show?

I think a better solution is training. When I worked in a call center the owner of the company had us train the sales agents in this manner: You bypass the payroll system by any form of trickery ... you're fired. Loudly. In front of everyone. And the owner threatens to sue you for fraud. Firmly, non-violent. But certainly seriously and so everyone can hear you. Then, a few days/weeks later, when he gets your "unemployment" request, he contests it ... again loudly in front of everyone and once again threatens to sue you for fraud until you accept NO unemployment benefits and go get a job and actually work for your money instead of trying to rip off the owner and cause management headaches.

Then he pours extra praise on those who actually follow the rules, usually because they also make Sales as a direct result of concentrating on the "Sale" instead of "Scamming the system".

But I don't work there any more. It was fun, though.

[nrc]

Well the way it is now is fine...i just wanted to verify what the BLANK pause code meant, to better understand the reports and time calculations.

now if that BLANK could be something like UNASSIGNED or something that might make it clearer, but doesn't matter now since I know what it means.

Thanks for the help guys

[williamconley]

There's an idea. If pause codes are "required", it should say "VIOLATION" until they choose one after pressing pause.

[nrc]

maybe it should flash "CHEATER!" haha

[williamconley]

It's a database entry. Not gonna flash. But it could have a non-standard entry indicating a problem (to differentiate it from other campaigns that do not require pause codes where pause is legal ...).

And yes, if you wanted to sponsor development to have a 10 second delay followed by "auto-logout" instead of "wait forever" that would certainly be a viable solution. (or have it begin flashing "Cheater" after 5 seconds on the top banner in huge red letters, alerting any manager within sight to the violation ... then log out at 10 seconds, that would be even cooler ... perhaps with a siren sound? )

[nrc]

Get a serial connection red alarm light and place it at the top of each desk...starts spinning after 5secs? haha

I think we are good for now, but maybe if it becomes more of an issue we will look at ways to correct it.

Thanks.