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Forum Discussion
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.
4 Replies
I've heard back from the team and you should see an improvement with this.
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!
