Agent time display inconsistency

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Agent time display inconsistency

Postby ClearCall » Wed Jul 12, 2017 11:01 am

My Real-Time Report in the Admin shows the correct time every time an agent changes status; however, the Agents View + bar in the Agent Interface seems to display the pause time incorrectly showing the total time agents have been on pause for the day as opposed to the time they are currently on pause.
For example, if agent A goes on pause for 2:00 minutes at 8:00 then goes on pause again for 1:30 minutes at 9:00:
Looking at the Real-Time Report at 9:00 will show time in pause as 1:30
Looking at the Agents View in the Agent Interface at 9:00 will show time in pause as 3:30

This makes it very difficult for staff to alert co-workers when they are over their allotted break time. This is an issue in my production environment as well as my test environment that has the latest ViciDial version. It's actually been an issue since the beginning, but staff have now started to remind me about it regularly.
VERSION: 2.14-620a BUILD: 170623-2142
Asterisk: 1.8.32.0-vici
Installed from Vicibox iso.
Vicibox Redux Ver 6.0.2-140825
Open Suse Leap 42.3
ClearCall
 
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Re: Agent time display inconsistency

Postby mflorell » Wed Jul 12, 2017 2:51 pm

This section of the code hadn't been touched in quite a while. As such, it used last call time to determine the length the agent was in that state. We had added "last_state_change" several years ago, and changed the Real-Time Report to use that, but we never updated the agent view code to do this.

So, I just made that change and committed it to svn/trunk, so it should be fixed now.

Thanks!
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