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Dashboard showing 1 agent online and on queue but it said there interacting and idle

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  • 1.  Dashboard showing 1 agent online and on queue but it said there interacting and idle

    Posted 05-12-2023 11:44
    No replies, thread closed.


    Dashboard shows only 1 agent online at the time but it showing them interacting and idle at the same time. They did receive a call around the time the screenshot was taken. 




    I do see them idle and interaction in the 2:00 and 2:30 interval but I did not think its possible for them to be idle and interacting at the same time. Would it because they did not end their interaction and finishing the wrap up code? There was no other agent online at the time.


    #Reporting/Analytics

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  • 2.  RE: Dashboard showing 1 agent online and on queue but it said there interacting and idle

    Posted 05-21-2023 23:46
    No replies, thread closed.

    Looks like a bug to me.  Report it so the PM can track this.  @Nikhil Ponnam , can you check this on your side?



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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