Services¶
You can find a more techniccal description od given services and their features in this section
ServiceSync¶
Component, which handles a call distribution, logging in, IVR control, etc.
Agent actions logging¶
Note
Previously, the agent login time has been inserted into Agent.LastLogonUtc
column and the event in table AgentEvent
was listed as AgentStatus
rounded to seconds. The shift length was then calculated as a sum and with bigger amount of these events, the rounding caused some calculated time incorrectness (dozens of seconds, in extreme cases minues)
Agent shift start is set by AgentShift
event, listed in table AgentEvent
, if the condition set up ShiftStartDiscrimination
is fulfilled. (time between agent login and last logout)
New AgentShift
and AgentLogon
event types have been added in the AgentEvent
table in the EventType
column.
Condition¶
You have to set the value for parameter ShiftStartDiscrimination
in configuration, section.
New event types¶
Event type |
Description |
---|---|
|
Agent login.
|
|
Start of a new agent shift.
Note The value in the |
Usage example¶
An example of its use is a data grid with agent events in the supervisor portal.

Explanation: 1. Agent login and logout, 2. Agent shift start, 3. Agent shift length, 4. Delay between two agent shifts