Lagged agents and late start to call recordings.

[Vince-0]

Hi the forum!

I have an unusual issue where some call recordings start many minutes into a call. There are only a hand full of these examples in thousands of calls.
The call flow for these calls involves inbound to a call menu and recording on an in-group.

From one example where this is an issue (without posting specifics):
The duration of the call recordings matches the seconds in the agent's stats for that recording, however the lead record information for the same call has a much earlier time-stamp with a much higher seconds count. There is also a sub status of LAGGED in the agent in the "AGENT LOG RECORDS FOR THIS LEAD" at approximately the same time-stamp as the recording log or closer log for the same lead.

The business requirements dictate that the agent web sessions sit on a remote desktop server (which is probably over subscribed) half way around the world, which I believe can cause issues described in the lagged report - of which there are many each day in the lagged report under reports->admin utils.
The agent's phones connections are on a local fibre connection to a nearby data center.

There isn't any server load as all the hardware is being under utilized.

Questions:
1. Is a lagged status caused by slow response from the agents' web session?
2. Am I correct in assuming these lagged issues can result in call recordings beginning many minutes into a call?

I can gather specifics on examples of the above if it would make the issue more clear.

Vin.

--
VERSION: 2.10-450a BUILD: 140822-1034 from Vicibox 6.0.1 ISO
Hardware:
Master DB, Slave DB
Dialer x4:
Web x1:
Codecs: ulaw on hard-phones / g729 to carrier.
Termination: VoIP IAX
OS: DB, Web+Dialers OpenSuse 13.1 from Vicibox 6.0.1 ISO.