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

Reporting an Issue Switchboard Issue
1

Hi,

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,

Call_reposts_by_agent
Call_reposts_by_agent1861×870 71.4 KB

Doesn’t appear in Session

Agent_Sessions
Agent_Sessions1911×812 74.5 KB

2

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

Thanks

3

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

4

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

5

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

image
image1184×574 89.4 KB

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.

Reference: