Agent time stats and lagged status

[arrrrr]

We are having some agents, who were using the old (vicidial-greay) agent screen and they are heavily exposed to throttling issues, which are causing multiple Lagged and fake Logout records in their agent time log.

https://imgur.com/fXwgVFF

But the biggest problem is that it causes issues with agent time calculation. Here is the same agent time detail:

https://imgur.com/SOrxapt
Vicidial is sure, that the agent was working for 4hrs and 50 min, however here is his login log:

https://imgur.com/gVW25zo

Even considering a lot of fake logouts (caused by lagged I guess) it's obvious, that he was working from 4AM to 8AM, which is 4hrs.

I tried running AST_cleanup_agent_log.pl, it made a lot of adjustments, but this did not help.
Any ideas how do I figure out the correct agent work/pause time?

[martinch]

Welcome to the boards!

This kinda sucks and I get it...especially if you're billing clients based on this information.

First of all, have you tried the new, shiny, modern ViCiDial? There are no anti-throttling methods within the old ViCiDial-Grey version of ViCi. Sure, it could be backported but that would need to go to the ViCiDial team for assessment and new features don't really get backported to grey anymore. R.I.P. Matt and team may have some input here but Grey was developed at a time when JavaScript timer throttling was not done. If you do switch to modern ViCi, you will most likely see a drop in these LAGGED instances if you configure some anti-throttling methods.

Let me know what you think.
Thanks,
Martin.

[carpenox]

Check out this article, it should help:

https://dialer.one/why-do-my-agents-say ... live-call/

Chris

[arrrrr]

Yeah, I know that, but my question is not how to avoid it in future, but how to patch my existing data in order to be accurate (if it's possible).

[carpenox]

It's due to chromium JavaScript throttling. Using WebPhones avoids this.

[martinch]

Yeah, I know that, but my question is not how to avoid it in future, but how to patch my existing data in order to be accurate (if it's possible).

Like Chris said, using webphones with ViCidial Grey edition will work.

If you can't use webphones for whatever reason, I can do a custom backport of the Chrome Throttling methods back to grey though I don't know when I'll be able to do it. I'm familar with the Throttling work that ViCiDial and even added a few of my own anti-throttling methods. You can message me about it if you want.

Cheers, Martin.