Agent Performace detail shows incorrect time

[pargat]

Hi,

My settings:
Single server vicibox 8.1.2, VERSION: 2.14-694a, BUILD: 181005-1738 installed from vicibox iso.

All calling and everything seems to be working fine.

The issue is my client wants to see the hourly agent performance report. When I pull the report, I see that for some agents the login time is higher than 1 hour. How can such a scenario happen?

thanks in advance for the help.

thanks and regards
-Pargat-

[omarrodriguezt]

When you run an agent performance report, the system filters the time and hour based on when the call starts. Example, all the calls that starts between 10 and 11 am will be counted and grouped for the sum. But If the last call of the agent started at 10.59 and that call length was 20 minutes, that agent will have all the talk time between 10 am plus the talk time of the last call that spent 20 minutes, meaning that will not be 1 hour exactly.

[williamconley]

login time is "paused" automatically during login. agent never pushed the button to be ready to take calls.