Paused/Inactive agent auto logout

[BCatlett]

We are looking for a way to Auto logout agents who are inactive/paused for x minutes. The issue we run into is agents forgetting to logout for the night then when you check the agent stats they were logged in for a 29hr work day. We should never have an agent paused for more than 10 min absolute limit. Our agents do not/should not pause during lunch or break times. It would be no problem to add a dispo to use in these cases that would also track an agents forgotten logout for us so we can remind them that they are not logging out. If there are circumstances that end in an incomplete call (agent closes browser before dispoing call, etc.) I think an "Auto Logged Drop" dispo could be placed on these. Essentially I'm asking what can we do to affect these things. How would you recommend going about this at the basest level. We are not too worried about major details yet just is this possible and what things can we do to make this happen as a proof of concept. We can then play with details.

EDIT:: Also we do not use vicidial as our timeclock if that matters

[mflorell]

Those are quite different specifications from how many of our clients use ViciDial, and force-logging out agents is possibly now manually, but it can result in inconsistencies in some logs, as well as some other issues.

Writing a process to do this so frequently will probably expose other issues as well.

It is not a bad idea, but it will take a lot of work to write this and keep all logs consistent as well as a lot of testing.

[BCatlett]

Ok I see, yeah we normally have agents logout when not active in a campaign. We stay busy so normally if an agent is logged in then they are connected to a call no more than 30sec after dispositioning the prior call. We do log the agents out manually at the moment but the problem is it's hard to stay on top of it across 3 centers. So we would just like to minimize the time between the mistake and the remedy. We have a payroll company (ADP) that handles our time clock stuff so exact accuracy isn't so important it just makes it really hard to track an agents performance when vici thinks the person just worked 24hrs straight.

[mflorell]

I would suggest opening a ticket in the Issue Tracker for this giving as much information as possible as to how you would like this to work. Then you can post a patch if you develop something or consider sponsoring the development once a clear scope of the project is hashed out.

[BCatlett]

Will do thank you Matt always appreciated. We just wanted confirm it was doable with out too many major problems before we pursued too much farther. I'll put something more inclusive together and see what we can do.

[williamconley]

we have clients who use "last logged activity" to determine when they should stop paying the agent (works quite nicely, and it's available already).

also: if an agent "closes the browser" without dispo, i believe the lead has an "agent error" dispo of some sort, which would already qualify, although i'm not entirely sure the circumstances under which this is invoked, i've seen it on campaigns where i knew the agents had just turned off their computers for the night (power button no less).

[DomeDan]

auto logout feature was added to campaign settings in build 131208-1626 (2013-12-08)

Agent Pause Max Seconds - If this is set to greater than 0, and the agent has not gone out of
PAUSED status in this number of seconds, the agent will automatically be logged out of the agent screen.
Default is 0 for disabled.

Good work Matt and the rest of the vicidial group!