At the end of the shift the supervisor logs out any agent that did not log out. We are finding the Total Logged-in Time doesn't reflect the correct time. When we check the Agent State Detail Report it show the Logged In and Logged out time correctly. The call center team must run both reports and then manually enter the correct time.
I don't recall hearing or seeing this. Is the time too long, or too short in the all fields report? Can you create a controlled test to prove that it's happening consistently, and to confirm how the times are different? Would it be possible to share the report output?
I don't recall hearing or seeing this. Is the time too long, or too short in the all fields report? Can you create a controlled test to prove that it's happening consistently, and to confirm how the times are different? Would it be possible to share the report output?
