Excess pause

[mackoko]

Hi Guys,

We have a customized pause code made for the agents and everything works fine. It just so happened that a few days ago we have at 1 random agent to have an excess pause daily. Does it have anything to do with agent(softphone and browser) and server synchronization?

[williamconley]

It just so happened that a few days ago we have at 1 random agent to have an excess pause daily.

show an example. how many servers do you have? (if you have a single server, it's not a sync problem )

[mackoko]

We use 2 servers 1st one for the asterisk the 2nd for the web server

please see example below:

BR60

59:09
59:13
57:55
58:44
59:41
57:48
1:47:36
58:29

There was one agent who exceeded the 1 Hour break under the BR60 pause code although we checked that the agent didn't had an overbreak.

[williamconley]

I see that you copied ONLY the data, so we have NO idea where it came from.

Please copy the data straight from the results page (post those same lines, but the ENTIRE line, use the "code" button while creating the message body to make it line up correctly). Wouldn't hurt to post the URL, just to be sure, we don't need the domain name or ip, just the rest of it.

also: you say that you "checked that the agent didn't had an overbreak." Post the data from where you checked (i'm afraid "verbally" is not a valid way to check ). URL here would be nice, too

[mackoko]

i'll just be sending the data later since i have to go home now. Thanks Will.