vicidial.org

Hey Guys,

Just wondering about non-pause times in the agent performance detail report. I understand they are supposed to be talk+wait+dispo time. However when all that is added up it appears that it is longer than the agent was really logged into the system. As an example. I have an agent that shows they have a total nonpause time as 8 hours and 28 minutes in the agent performance detail report. Then it shows 8 hours 9 minutes in team performance detail. If I look at their login/logout time under user_detail they only show that they are in for 8 hours and 2 minutes. Just trying to understand how these discrepancies occur so that I may better explain them to people.

Thanks!

I had a peek at the php code and if I'm reading it right the following is what happens. In the agent performance detail report you are correct. It's just the sum of wait + talk + dispo based on the records in the vicidial_agent_log table. The team performance uses the same calculation, talk + dispo + wait from the vicidial_agent_log. BTW I don't think that that calculation is is right (line 762 of AST_team_performance_detail.php) for total system time....