Good Morning Community Friends!

Beginning Wednesday evening 7/10/24, we noticed that idle time is starting to be cacluated the moment an agent logs on to the system, rather than when they are actively on queue. This is negatively effecting the amount of time each queue has 'idle' agents is being report. Has anyone else seen this issue? 

For example- Myself and others are logged on daily but never actively take calls so don't typically show an idle time.

Here is Tuesday

Here is Wednesday, where myself and another manager were on later in the evening and it started to show idle time

Yesterday-- we all did

Hello Cherri, 

I am able to replicate this issue as well in my test org. Once I login it start the idle count down timer even though I am not on queue waiting for an interaction. I have dug a little deeper and it looks like this issue is already noted with our development team and they are actively trying to work on it. 

That being said you can take a couple of options here, either wait for our dev team to work on it and push out a fix, or you can open a ticket with our customer care Analytics team to actively track the progress. 

Hope this helps!

Cheers, 

Good Morning Community Friends!

Beginning Wednesday evening 7/10/24, we noticed that idle time is starting to be cacluated the moment an agent logs on to the system, rather than when they are actively on queue. This is negatively effecting the amount of time each queue has 'idle' agents is being report. Has anyone else seen this issue? 

For example- Myself and others are logged on daily but never actively take calls so don't typically show an idle time.

Here is Tuesday

Here is Wednesday, where myself and another manager were on later in the evening and it started to show idle time

Yesterday-- we all did