Overview

You run the Session Daily Summary Report and notice that some Agents are not showing as logged in for the full time that they were logged in. You need the report to be corrected as this is used to calculate Agents' pay and bonuses.

<supportagent>

Prerequisites

• You are a Volt Delta L2 Support Agent
• You are connected to the Volt Delta VPN

</supportagent>

Solution

This issue can occur when there are communication issues between the system and the database. To resolve this issue please open a Support Ticket with a copy of the report that identifies the individuals that are affected.

<supportagent>

The issue occurs when there are communication issues between IIS and the database on the CIS server which records when a user logs on but fails to correctly record their logoff, causing the session to appear to have ended early. By comparing the data from the CIS servers in Acton and Slough the correct end time can be determined since one should be correct and the other should have the shortened session. Apply the correct log off time to resolve the issue.

</supportagent>