Double logout event in agent reports

[ccabrera]

Hello,

One of my customers is reporting double agents on the same call. This means that sometimes when a call comes in, sessions get crossed and 2 agents are answering the call at the same time. I imagine both agents were on the same session, so I went to the Agent Login/Logout time report and noticed that there are 2 consecutive LOGOUT events for the same agents. The report looks like this:



I´m guessing that something went wrong and Vicidial kept record of the first agent as logged in (even though he did logout), but what I don´t understand is why there isn´t any LOGIN event between these 2 LOGOUTs?

Regarding the usual suspects:
- Load is not an issue. I monitor it once a minute 24x7 and it never goes up 1.0
- Vicidial VERSION: 2.4-364a BUILD: 120409-1136

I know it´s an old version of Vici, but my client already did some customizations to reports and some other stuff, so before upgrading to current version I would like to know what could be causing this problem. I know that when agents forget to logout properly (ex. close browser window instead of logging out) bad stuff can happen, but I would thought that by doing this where would be no LOGOUT event. Instead, I´m missing the LOGIN event.

Any ideas?

Regards,

[williamconley]

I think you found your problem:

my client already did some customizations to reports and some other stuff

Try a "stock" copy of the Vicidial.php page for the agents (and any other files he may have changed) for a day.

[ccabrera]

William,

I posted this message after reaching this client, but I´ve had some other ones with stock Vicidial and the same thing happened (its just that I never posted about it). Since it's not an isolated event, I thought that *maybe* it's not as uncommon as I thought in the first place.

Any other ideas on where to search though?

[ccabrera]

As a matter of fact, I just went to check the agent reports on my other client (the one with stock Vicidial installation) and I found this:

Double logout:



Double login:



This one is using VERSION: 2.8-410a BUILD: 130824-2319.

Any ideas?

[geoff3dmg]

This is caused by agents closing the browser/tab rather than logging out.

[williamconley]

Multiple thoughts:

This is caused by agents closing the browser/tab rather than logging out.

concur.

Plus: There COULD (haven't checked, just brainstorming here ...) be some link to ingroups. Perhaps selecting the ingroups and hitting submit again somehow creates a second login for the ingroup (since ingroups are also campaigns ...). Certainly worth checking.

My advice is to try to reproduce it in a virtual / fresh install. Then it can be found and either "killed" or marked as a "feature".