In the Queues Activity View below, 2 agents who have logged off have an interaction duration still associated with them.The description for Duration in this view is
"The amount of time an agent has been working on an interaction. If an agent is working multiple interactions, then PureCloud displays each interaction's duration in a separate column labeled Duration 2 or Duration 3.
If the interaction is on hold or in after call work (ACW), then the column also displays the amount of time that the interaction has been in either the hold or ACW state. ACW duration appears beside the ACW icon, and Hold time appears beside the Hold icon.
The color of the interaction icon and duration time indicates whether the interaction belongs to this specific queue. A black icon means that the interaction belongs to this queue. A gray icon means that the interaction does not belong this queue, for example, the interaction belongs to another queue. "
It appears these interactions have not fully disconnected.
Can anybody advise if there is a more definitive explanation for this?
Thanks
#Omni-ChannelDesktop/UserInterface------------------------------
Peter Dougherty
Pyrios (Pty) Limited
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