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  • 1.  Reports - Incorrect Logging

    Posted 09-12-2018 10:23
    No replies, thread closed.
    Dears,

    Our customer complained about report (agent activity summary).
    When the agent login twice in same day, the system shows correct duration, correct on-queue, but incorrect multiple logging in/logging out.
    Here is what the complains are:

    "Based on our  phone call Could you Check agent activity summary report

    As I realized that there is a difference  between actual log out and log out in this report for Example

    Agent Heba At 10 Sep 2018 actual she

    Logged in 1.34 Pm logged out 4 Pm  then Logged in 7 PM loge out 12 PM.

     But in mentioned report it just

    Logged in 1.34 and logged out 8.52 Pm"


    Please, advise.

    Best Regards,

    ------------------------------
    Ali Aljohani
    Jathwa Technology Solutions
    ------------------------------


  • 2.  RE: Reports - Incorrect Logging

    Posted 09-12-2018 10:37
    No replies, thread closed.
    I cannot say with a certainty exactly what the agent did, but please be advised the "logging out" is a very specific action, where the agent has to choose Logout from the profile icon in the Client UI. If the agent merely exits the Desktop App or closes the Web browser, that is not the same as a Logout, and will not register as a Logout on the report.

    For the same time frame as the Login/Logout data you show below, does the User Status report show the agent as Offline? That would be an indicator of closing the Client UI without properly logging out.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------



  • 3.  RE: Reports - Incorrect Logging

    Posted 09-12-2018 14:06
    No replies, thread closed.
    Hello George,

    Thank you for the feedback.

    Actually, "agent activity summary" report template shows only the following:
    Date, Login, Logout, Online, Off Queue, On Queue, Interacting, Idle, Not Responding , and Total ACD.

    There is no indicator related to Offline in this report based on the example report.


    Best Regards,

    ------------------------------
    Ali Aljohani
    Jathwa Technology Solutions
    ------------------------------

    Original Message


  • 4.  RE: Reports - Incorrect Logging

    Posted 09-12-2018 15:30
    No replies, thread closed.
    Please look at the User Status Detail report for that same agent, same time period.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Reports - Incorrect Logging

    Posted 09-13-2018 03:42
    No replies, thread closed.
    Dear George,

    Thank you very much for the usual support and helpful information you provide.
    I will let our customer know about all the main points you mentioned.

    Best Regards,

    ------------------------------
    Ali Aljohani
    Jathwa Technology Solutions
    ------------------------------

    Original Message


  • 6.  RE: Reports - Incorrect Logging

    Posted 09-13-2018 11:58
    No replies, thread closed.
    if you believe the data in the report is presenting inaccurate data, can you log a care case so it can be properly triaged?  Thanks!

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------



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