Agent Disappearing on Real Time Screen after 360 minutes

[lemmor27]

Hi,

Just experience this recently, once Agent Paused Time reach 360 minutes they suddenly disappear on the Real Time Screen. one work around that we do is to advise the agent to change status like resume or change pause code. Have been looking trough system settings on Vicidial for something related to this but with no luck. We have campaigns that just use Vicidial for time tracking purposes and they usually be on Pause status for more than 6 hours. any help would be greatly appreciated.

Thanks in Advance!

[mflorell]

That's hard-coded into the Real-Time Report, and has been for many years. Any agent in an activity that remains unchanged for over 6 hours is excluded from the detail portion of the report(but they will still show in the tallies at the top of the report).

[lemmor27]

I see, Thanks Matt!

[martinch]

Hey,

I haven't seen ViCi used as a time tracking system but it's an interesting usecase for sure. Yeah toggling the pause / resume every now and then will reset the timer.

Wondering if this would make a good campaign setting or not Matt? Something to adjust this hardcoded limit. People could say set it to 480 (for 8 hour shifts) as some folks using ViCi as a time clocking system.

Cheers,
Martin.

[mflorell]

Since it only happens in the Real-Time Report, and in no way affects the logged-in agent directly, it would be difficult to make it a campaign setting. It could be added as a System Setting much more easily though. It's just that nobody has ever asked for this to be changed in the many years it's been this way.

[martinch]

I mean I've never heard of ViCi being used like the above but it just goes to show how vesatile it can be. The swiss army knife of diallers!

[williamconley]

Perhaps easiest to make it an option in the real-time report itself, just like carrier log. If more than just this one guy needs it, lol.