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Analytics for 8x8 Work - Call Queue Detail Agent Current Status does not match Login Status in Admin Console
8x8 Support

Analytics for 8x8 Work - Call Queue Detail Agent Current Status does not match Login Status in Admin Console

 

Question 

Why is the agent's "Current Status" in Analytics different from the "Login status" in Admin Console under the respective call queue?

 

voa call queue current status.png

 

admin console cq login status.png

Applies To

  • Analytics for 8x8 Work
  • Call Queue Detail

Answer

Analytics and Admin Console have different mechanisms for acquiring the user status and therefore may not be consistent with each other.  It is not recommended to use the "Current Status" to determine if agents are logged in/out of the call queue.  Alternatively, you can use the "Login Time" and "Logout Time" fields in Analytics. If there is a value in the Logout Time field, the agent is logged out.  Otherwise, there should only be a value in the Login Time field, and the agent is logged in. Following a logout, both fields may be populated until the data refreshes (at 15 minute intervals).

 

We are currently working on multiple enhancements to the Call Queue Detail page, including the "Current Status" field to accurately determine if the agent is logged in to the queue and their ability to receive a call (such as when agent is on Do Not Disturb)

 

voa call queue login logout times.png