Agent Mal practice--Pause time moving to Wait time

[lvish]

Hi

We came across some agent mal practice which resulted in pause time calculated under wait time. How can we avoid this. Below is the scenario.

Agent logs into application and goes to pause state and chooses a pause code - Lunch. Agent remains in this pause state for 20 mins.

Then agent removes the network cable of the desktop computer.Then in vicidial application they release the pause and goes to ready state.
Next agent connects back the network cable and makes an outbound call. With this procedure 20 mins pause time will get calculated under wait time.

How can we avoid this ...





VERSION: 2.14-605a
BUILD: 170327-1655
| Dell R620 -- 16Gb ram, | All in one server,| PRI card| Vicibox 7.0.3|

[mflorell]

Fire the agent

As for a tech solution, it wouldn't be that easy to program, the code around agent logging and lagged/inactive agents is complex and handled by multiple separate pieces of code, and it would take a lot of testing to ensure changes to it wouldn't cause any unintended side effects.

[lvish]

Hi Matt,

Thanks for response, yes agent interface is a complicated one... i guess agent events are written to DB on state change ..
is there any api which can be run to update agent status every minute or two in db.??

[williamconley]

Modify javascript code so that "loss of internet" = "log out" if not in a call. Then the agent will fail.

OR modify it to covertly track "loss of internet" time (ie: lack of packets during AJAX) and if the time exceeds a barrier (30 seconds?) send a message to management. Fire one or two (likely never get to three). Do NOT tell them how you caught them, of course.

[lvish]

thanks williamconley, will explore this option.