Topic by Jared
Content
The Chat Supervisor Home rollup report does not show accurate information regarding the agent status for agents who are using the Third Party Chat Queue system. We tried to fix the report, but it is relying on data which is not being set correctly by the 3PQ servers.
Here is why we cannot fix it. In the SQL query shown below, (max(chat_agent_intervals.client_id) always returns null because there is a join filter on the report: "chat_agent_intervals.end_time = null". However, for 3PQ agents, the end_time is never null because the 3PQ servers set the start_time and end_time simultaneously.
This is the SQL query for the Agent Status column of the report:
if(max(chat_agent_intervals.client_id) IS NULL, msg_lookup(18294), concat(max(chat_agent_intervals.status_type), ': ', max(chat_agent_intervals.status_id)))
Note:
msg_lookup(18294) = "Not Logged In"
The two screenshots attached illustrate this very clearly:
chat_agent_intervals.difference.between.3pq.and.native.png
reporting.shows.not.logged.in.when.agent.is.logged.in.png
Image
Image may be NSFW.Clik here to view.
