Extended idle times not being logged

[karlb]

I am having an issue where is an agent is staying logged in with no activity for a long period of time, it does not record their time in the vicidial_agent_log table.

For example: I have a rep that under user stats, shows LOGIN at 9:00:00, then a LOGOUT at 10:48:31. It shows a total session time of 1:48:31. That part looks good.

This user has not made a single call during this time.

Then I look in vicidial_agent_log and it shows one entry for login. pause_sec, wait_sec, talk_sec, dispo_sec, dead_sec all show "0". The record never got updated to the correct pause time.

This does not always happen. It seems to only happen on extended idle times. For example, I can log in and do nothing (on pause or unpaused) for 5 or 10 min, logout and it'll record the correct pause or wait seconds.

I have tried this with and without AST_cleanup_agent_log.pl active to the same result.

Is there anything that would prevent extended idle times from saving?

Thanks!!
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VERSION: 2.12-543a
BUILD: 160313-0756
SVN Version: 2491

[williamconley]

You should test several times to see if you can reproduce the error, and then see if you can load a virtualized Vicidial into a Sandbox server with a later version of Vicidial running and see if the later version still has the flaw. If not ... upgrade. If it does ... post a bug ticket on the Vicidial Issue Tracker http://www.eflo.net/VICIDIALmantis/login_page.php with the details.

[karlb]

Thanks William. That's good advice. We ruled out Vici doing this and traced it to the source. I wanted to post back and let anyone reading know that this is not a bug. it was something programmed in our server as a clean up/fix that we forgot about. LOL

[blackbird2306]

Thank you for your postback.