Multiple log in/log outs in a row in agent stats?

[bryceowen]

We've started pulling log in/log out reports for all the agents and we've seen a lot of instances where an agent will have two or three logouts or logins in a row. This throws off the "Total logged in time" by a lot (several hours).

What could cause this? I'm assuming an improper log out (closing the browser, hanging up the phone, etc) might not record correctly and show multiple log ins, but how would it be reporting several log outs in a row? I can't think of any way someone could improperly log in...

We're using V. 2.0.5-142, B. 80909-0553.

[mflorell]

Improper logouts, multiple windows open at the same time are the primary reasons for this.

Since you are using SVN trunk, have you considered using the new Timeclock features?

[bryceowen]

No, we haven't considered the timeclock function as yet. Our agents have a hard enough time logging in and out normally to throw another wrench into their routine.

As far as additional windows, that doesn't seem to be the ONLY cause. Just today, one of our agents had the same problem happen and all she did was 'pause' and try to do some of her callbacks. When she resumed, I checked her login/logouts to see it considered her logged out when she started doing callbacks, even tho she never did log out, only paused.

Something similar happened a few days earlier where an agent had paused to do callbacks and each one she did registered as a logout. She finished her day with two logins and over a dozen logouts in a row.

Speaking of callbacks, a lot of times, the agents cannot simply click on the lead in the callback list then 'dial lead.' It just times out. However, if they write the number down then 'manual dial' the lead, it works fine.

[mflorell]

The timeclock is very easy for an agent to use, and there is a link to it in the top corner of the vicidial login screen, and when you finish logging in to the timeclock it takes you back to the vicidial login screen.

As for the LOGOUT issue, it might be an agent timeout causing the problem and the AST_VDauto_dial.pl script is setting the agent to logged out. Can you take a look at the vdautodial logs and see if that is what is happening?