I reported previously that this happens in our organization as well, this week, when the status is being changed it changed to Available for 1 second, then On Queue for 1 second. Then it is forces the agent into Not Responding because they miss the call. See all of the changes in such a short period of time. ??
First report is the User Detail Report. Second report is the Agent Status report and that is showign that the report is actually showing the agent in the same status, which is not correct.
The issue is that I use this report to pay my vendor and I take their ACD time subtract the Not Responding time and pay them for that time. Is she is on Meal, that is already accounted for and I will not be paying them correctly.
| 1/23/23 2:54:42 PM |
1/23/23 3:12:44 PM |
Meal |
Meal |
00:18:01 |
| 1/23/23 3:12:44 PM |
1/23/23 3:12:44 PM |
Available |
Available |
00:00:01 |
| 1/23/23 3:12:44 PM |
1/23/23 3:12:45 PM |
On Queue |
On Queue |
00:00:01 |
| 1/23/23 3:12:45 PM |
1/23/23 3:12:48 PM |
Available |
Available |
00:00:03 |
| 1/23/23 3:12:48 PM |
1/23/23 3:12:59 PM |
Offline |
Offline |
00:00:11 |
| 1/23/23 3:12:59 PM |
1/23/23 3:13:01 PM |
Available |
Available |
00:00:02 |
| 1/23/23 3:13:01 PM |
1/23/23 3:13:28 PM |
Meal |
Meal |
00:00:27 |
| 1/23/23 3:13:28 PM |
1/23/23 3:13:28 PM |
Available |
Available |
00:00:00 |
| 1/23/23 3:13:28 PM |
1/23/23 3:56:49 PM |
Offline |
Offline |
00:43:21 |
| 1/23/23 3:56:49 PM |
|
On Queue |
On Queue |
|
Agent Status report:
| 1/23/2023 14:30 |
1/23/2023 15:00 |
WAY - Klarissa Aguirre |
00:30:00.000 |
00:24:42.590 |
00:00:28.283 |
00:05:15.790 |
00:05:17.410 |
|
|
|
|
00:05:17.410 |
00:30:00.000 |
| 1/23/2023 15:00 |
1/23/2023 15:30 |
WAY - Klarissa Aguirre |
00:13:17.238 |
00:00:00.983 |
00:00:19.347 |
00:13:08.041 |
00:13:16.255 |
00:00:05.643 |
|
|
|
00:13:10.612 |
00:13:27.388 |
| 1/23/2023 15:30 |
1/23/2023 16:00 |
WAY - Klarissa Aguirre |
00:03:10.326 |
00:03:10.326 |
00:00:18.234 |
|
|
|
|
|
|
|
00:03:10.308 |
| 1/23/2023 16:00 |
1/23/2023 16:30 |
WAY - Klarissa Aguirre |
00:30:00.000 |
00:30:00.000 |
00:04:39.086 |
|
|
|
|
|
|
|
00:30:00.000 |
| 1/23/2023 16:30 |
1/23/2023 17:00 |
WAY - Klarissa Aguirre |
00:30:00.000 |
00:30:00.000 |
00:00:15.158 |
|
|
|
|
|
|
|
00:30:00.000 |
| 1/23/2023 17:00 |
1/23/2023 17:30 |
WAY - Klarissa Aguirre |
00:30:00.000 |
00:30:00.000 |
00:00:17.969 |
|
|
|
|
|
|
|
00:30:00.000 |
| 1/23/2023 17:30 |
1/23/2023 18:00 |
WAY - Klarissa Aguirre |
00:30:00.000 |
00:16:03.259 |
00:04:50.601 |
|
00:13:56.741 |
|
|
|
00:13:56.741 |
|
00:16:38.729 |
| 1/23/2023 18:00 |
1/23/2023 18:30 |
WAY - Klarissa Aguirre |
00:30:00.000 |
00:30:00.000 |
00:00:59.512 |
|
|
|
|
|
|
|
00:30:00.000 |
| 1/23/2023 18:30 |
1/23/2023 19:00 |
WAY - Klarissa Aguirre |
00:30:00.000 |
00:30:00.000 |
|
|
|
|
|
|
|
|
00:30:00.000 |
| 1/23/2023 19:00 |
1/23/2023 19:30 |
WAY - Klarissa Aguirre |
00:14:54.340 |
00:13:36.210 |
00:00:15.692 |
00:00:27.791 |
00:01:18.130 |
|
|
|
00:01:18.130 |
|
00:15:30.600 |
Does anyone have any additional information on this? Or are you experiencing the same issue?
------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
------------------------------
Original Message:
Sent: 12-01-2022 08:44
From: Cherri Lindquist
Subject: Status Changes
This has happened to our team for years, in fact have a nurse that it happened to last night while on her meal break. We think that a quick internet blip might the main cause of it. Additionally, if specific steps are not followed, we find that an agent will randomly be logged in during the middle of the night! We have very specific directions for how to go to breaks, meals, etc which significantly decreased the occurrence.
Our detailed steps:
Steps for changing ALL statuses but for simplicity only listing breaks/meals here (This includes meetings, training, etc)
#1 Log In as 'available'
#2 Go 'on queue'
#3 When going to break or meal
- Go to 'available'
- Then go to 'break/meal'
#4 When coming back from break/meal
- Go to 'available'
- Then go back 'on queue'
#5 When logging out for the day
- Go to 'available'
- Then 'log out'
------------------------------
Cherri Lindquist
Clinical Director of Nursing
Company Nurse, LLC
clindquist@companynurse.com
Original Message:
Sent: 11-30-2022 09:40
From: Judith Jimenez
Subject: Status Changes
We have found the same thing, that this is because of the sleep timer in the computer, but it definitely is not happening by Supervisor intervention or because of a missed call.
------------------------------
Judith Jimenez
CURE Auto Insurance
Original Message:
Sent: 11-28-2022 21:19
From: Anton Vroon
Subject: Status Changes
Something else that we found was the case here, is power saving modes on the device.
If the connections is dropped to the edge, when it re-connects it puts the agent in the available state.
So we found a few hidden power saving settings that needed some pokery in registry to enable, to ensure the devices are not sleeping the network adapters to save power when the device is locked which in any other case would be a feature.
------------------------------
Anton Vroon
Original Message:
Sent: 11-28-2022 11:27
From: David Harring
Subject: Status Changes
While the agent is on queue or in lunch/break Purecloud changes him automatically to available. What would cause that, and solutions for troubleshooting?
#Unsure/Other
------------------------------
David Harring
SimpliSafe, Inc.
------------------------------