Agents answer calls and appear in report calls but not in report Sessions


After we check the log Stats from queues, we see agents that had answered calls but did not appear in agent sessions.

I obfuscated the image to prevent share internal users and numbers.

Some of these agents that had answered calls,

Doesn’t appear in Session

Can you please elaborate what we are supposed to see in the screenshots?


We would like to see all agents that had answered calls in the tab “Session by day” too

The sessions report are against dynamic agents that contains their time spent in the queue. I’m not sure what it is missing here.

I thought that value “Session By hour” was the time that all dynamic agents spend on each queue with login.

Even if it was the time that each agent spend on calls, it should show all the agents that are in the Call report by agent in the tab “Session by Day” too.