Session and pause durations

[jacobi]

I just realized Session and pause duration in Agents reports doesn't display any information. Here's what I have in queue_log:

1183068337|NONE|NONE|Agent/291|PAUSEALL|
1183068337|1183068337.18761|NONE|Agent/291|PAUSEREASON|21
1183068345|NONE|NONE|Agent/291|UNPAUSEALL|

Funny thing is QM reports the agent as being on pause in realtime monitoring panel. Am I doing something wrong?

And another thing: it doesn't matter the way agents login into the queue (by dialing the appropriate extension from their phone or using QM Log on feature) Inbound Calls panel displays "Agent status cannot be determined".

Your help is appreciated.

[QueueMetrics]

What you show is correct for the pause part, but must be enclosed in an agent's login/logout in order to be recorded and reported.

Try this:
- login the agent
- have them take one call
- pause
- unpause
- logoff

You should find lines on queue_log for each of these events.
Run report and see if it matches.

[jacobi]

Will do. What about "Agent status cannot be determined"? How can this be fixed?

[jacobi]

it's good enough. thanks.