Overview

When agents leave their machine for an extended period of time (eg. Lunch), the agent is removed from the dashboard even though they did not change their status or disconnect from Volt Delta UK.

Information

This issue can occur when an agent's computer is configured to go to sleep after a period of time. If an agent's computer goes to sleep, it stops the heartbeat between the agent's computer and the Volt Delta UK CTI Web Server (CWS).  When the heartbeat stops, the CWS ends the agent's session on the Call Distribution Server (CDS) and the agent's session statistics in the Volt Delta databases are updated.

The dashboard in the Oasis Management Portal retrieves a list of agents with an active session from the Volt Delta UK databases and since the session has been ended by the CWS, the agent is no longer displayed in the dashboard.