Forum Discussion

alexnuno's avatar
alexnuno
Active Contributor
2 years ago

Real-Time Talk Time Inaccuracies in Call Queues?

Hi there!

 

Just wanted to see if this is a known bug/issue. Sorry to be a problem child :^)

 

Two users have noticed inaccuracies in how the live call queue talk metrics are shown. 

 

User 1: 

  • His "Talk Time" Metric remains at 0:00 until he is no longer in a call, at which point the timer starts counting  until he picks up another call.  It then resets to 0:00  upon picking up the other call.
  • This is the case in his client view for other users in the same queue, their time stays at 0:00 until they are not in a call.

At first, I thought maybe this was by "design" to see who has been available and for how long, until I got to the second user.

 

User 2:

  • Same idea, but his live metrics don't start counting at all either way. When he would hop on a call, his timer would bold and stay at 0:00, and then unbold, and still remain at 0:00 when off the call.

 

  • Platform: Windows - Up to date
  • Softphone - Up to date
  • Steps: View live Queue activity as an assigned user.
  • Encounters: Today is the first I hear of this issue. 
  • 2 users affected so far.

I'm having them both just restart their desktops whenever they have the time in case a restart fixes it, but I figured it's a bug worth mentioning. It may be a small detail in the grand scheme of things, but it's a useful one.

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Hi alexnuno,

     

    I'm not aware of any issues that would cause this so I am checking with the team and will get back to you.

     

    • GlennD's avatar
      GlennD
      GoTo Manager
      2 years ago

      alexnuno just to confirm, is this happening in Agent View, Supervisor View or both?

       

      • alexnuno's avatar
        alexnuno
        Active Contributor
        2 years ago

        HI Glenn!

         

        The "Talk Time" In accuracy  seems to happen only in the Agent view.  I have not been able to replicate the issue in the supervisor view.

         

        However, I do think that the supervisor Analytics tend to be off. User 1 confirmed that the data pulled from supervisor view looked inaccurate to how the day went, and I confirmed that the data did not match up with data pulled from the admin Reports function, but there are many details I would have to take a look at to confirm specifics and be able to provide examples. Since we only use admin reports, this is irrelevant to us.

         

        Thanks again Glenn!