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[fizzy]

Can anyone tell me what the following reason means:

Event - User not ready
Reason - User not ready, logged out

I'm seeing this when running a Agent Activity report and agents are complaining they are being logged out without thier knowledge.

Thanks.

[rgoodyear]

Hi Fizzy,

This is normally followed by another event "User Logoff", are you seeing this? if you are this happens when a user selects to log out using the agent.

The client sets its self to unavailable, and then logs out. To the user its a single step, but within the software it is two steps.

If your not, what events are you seeing either side record within the report?

[fizzy]

Thanks for the reply,

In all cases the logs shows "User Completion" before and "User Logoff" after so it looks like a normal logoff. It was only the first day of using the system for the agents and supervisors but I'm trying to keep an open mind as they say they are not logging off...

[fizzy]

We're still seeing a problem where XML agents are being logged off every 1/2 hour(ish). We are looking at latency. Desktop agents don't seem to have the problem.

I've noticed that is a phone looses it's connection (ie unplugged) it looks like a normal user log off fromt he reports. So could be similar is packets are dropped/delayed from the phone to server...???

We've marked servcies traffic to CS3 on the phone to see if this helps

[Skiver]

Have you got the Agents logged in via Headsets and using Auto Answer?

Due to a limitation of not being able to keep the XML Page on the screen as users pickup calls etc if the XML page is dropped from the main screen then the users will be logged off as they will be seen as going idle.

This could perhaps be the issue?

[fizzy]

You're right. This is what we have worked out. When the agent takes or makes a call the xml page is dropped and they have to go back to the service (but ddon't need to login again), bring the wallboard.asp back up.
My customer isn't happy with this so we are looking at a way to bring the wallboard.asp back up automatically. We are trying to use the idle URL but for some reason this doesn't work and promps for a login agian. The agent doesn't have to put thier u/name or p/word in. they just press login.

[Skiver]

Unfortuantely this is just a limitation of the software, we have looked into using the idle URL also but without success.