Agent Logged time incorrect

[AlexR]

Hello Matt,

I am having some trouble here acounting for how much time the agents have worked. For example the following output.

The agent worked from 9AM to 6PM she logged out during lunch (1 hour).

But i get this in the report?

Code: Select all

---------- AGENT TIME SHEET: 807 - XXXXXXXXX -------------

TOTAL CALLS TAKEN: 154
TALK TIME:                4:42:00     AVERAGE:   1:50
PAUSE TIME:               0:32:24     AVERAGE:   0:13
WAIT TIME:                3:00:36     AVERAGE:   1:10
WRAPUP TIME:              0:57:36     AVERAGE:   0:22
----------------------------------------------------------------
TOTAL ACTIVE AGENT TIME:  9:12:00

FIRST LOGIN:          2008-01-31 09:01:40
LAST LOG ACTIVITY:    2008-01-31 17:57:54
-----------------------------------------
TOTAL LOGGED-IN TIME:     8:56:24

How can she have almost 9:12 hours when she could only add as much as 8 hours if she worked the whole time?


Any ideas what i might have misconfigured?


Greetings,


Alejandro

[AlexR]

Oh, we are dialing in MANUAL mode. Is the reporting broken for Manual mode?

[mflorell]

There are several issues with logging and manual mode. For instance, some agent logging functions will not count a call if you do not connect(if no answer signal is received from the carrier). We do need to do some work on that, but the logging for campaigns that deal with outbound auto and predictive and inbound and blended dialing is much more accurate.

I have very few clients doing manual dialing to test the logging on real-world so it has not been a high priority.

[AlexR]

Thanks Matt, I guessed this was the problem, maybe I'll switch to predictive on Monday. I'll look into the code, maybe a whole different timesheet feature can be done for manual alone without breaking the already working features of predictive.


As always very thankful!


Alejandro