Login / Logout report

[NickEveritt]

Has anyone come across instances where an agent is shown on the Historical/Agent/Login/Logout report as logging out and in again at the same time? I have changed the report to show this by the second, and there are clearinstances of it being on the exact same second.

Any clues to what is causing it? The quickest I have physically been able to do it is 3 seconds (thankyou).

I can understand a physical problem with say the connection leading to an agent being logged out, but loggin back in again without the agent doing it themselves is confusing.

One of the options is that agents have discovered a new way of putting themselves at the back of the queue to take the next call and are exploiting it, but how!

Nick

 

[TMiyake]

You might want to check their speed dials (if they have any). They might have set their speed dials to automatically log them out and log back in. You can check your feature access codes (disp sys fea) to see what the codes are. I think our codes are 143 tolog out and 144 to log in (or something like that). In theory, they can create a speed dial so after they hit the log out button they can press the speed dial to log them back in (144XXXX : where XXXX is the extension).
Just an idea.

Tom

 

[BIS]

Another consideration. If you are using CentreVu, and adding, deleting agent skills while those agents are logged in. In that case, for the changes to take effect, the system will log the agent out, and back in again (in a split second) as soon as the agent is not on an acd call.

 

[NickEveritt]

BIS

That was my first thought, but there have been no changes to their skills.

The agents are not aware that this is happening,somehow the ACD is retaining their login number and effectively logging them back in.

Have you looked into this on your own agents? It may be happening to you!

I am keeping a record at the moment of the turrets, just incase there is a pattern there.

Nick

 

[BIS]

Hmm, does an agent trace come up with anything?

 

[NickEveritt]

I have all the Agent Traces possible set-up, unfortunately i have not been lucky enough to catch one yet, there is no pattern, so Im hoping to catch one by luck rather than judgement. There are about 200 agents here, so it exceeds the number of agent trace places.

Have you looked at your own centre BIS?

 

[EPalle]

Just had a quick check and yes indeed, I have also agents that login & logout at the same time !!??
What I have is something like this:

Login Logout
Agent 9998 09:00 09:15
Agent 9998 09:15 09:20
Agent 9999 09:15 09:15

I showed this to an Avaya technician yesterday and he was going to look into it. He never saw it before.....
Keep you posted.

Erik.

 

[scottyjohn]

I get that also, It hasnt really proved a problem though. Could it be anything to do with a certain combination of state changes by the agent? John

http://www.eagle-i.co.uk

 

[eveton]

We have also noticed this problem, what version of CMS are you using? We have CMS 6 and have been told by the Avaya engineers that we need a system patch - turned out to be a Solaris upgrade.

Haven't put the patch on to see if it negates the problem but it was reported to Avaya aprrox 6 mnths ago and I spoke to a guy on their Tier 3 support (can't remember his name though)

 

[NickEveritt]

We are running v6, with a G7 ACD.

Eveton - when you queried it with Avaya, was the patch free? Did they have an explanation for how and why it was happening?

N

 

[RGarcia87]

I've had the same problem in the past. One thing I've figured out is that if they unplug their headset it logs them out of the phone. I've seen those login/logout times that you've stated with the same times and the logout reason has been "headset". When unplug their headset the logout code is '0' by the way.

 

[NickEveritt]

We have the newer turrets with the HEADSET button, if you press it, you are logged out, but it doesnt log you back in if you press it again, which is essentially whats happening. You need to change your reports to show hh:mm:ss, it is possible to log in and out in about 3 seconds, so it will show up as the same minute for logging out and in again, however it is the zero second logout/login that I am after.