Hello,
Can someone tell me how Contact Center handles reporting in regards to DST when the clocks get set back 1hr. Do these reports get overwritten or cached, what is normal behavior? I found the listed below in a document but it only tells me that the change is included in the calculation which is great but I'd like to find out how for example, if data is written just prior to the time change and the clocks are turned back does that data get overwritten once the time change occurs? Any help is greatly appreciated.
Daylight Savings Time
With Contact Center Manager Server, the report uses fields in the database view. This ensures that
the data is reported in the correct order even after a significant time change occurs, such as
Daylight Savings Time.
The following are available:
• When the Contact Center Manager Server time changes, events related to the current logon
session appear in the order they occur regardless of the time the event occurs.
• Time changes are considered when calculating Shift Duration and Total Login time.
• Even if the first reported event is not a logon event, the initial logon time for an agent for the
report interval is known. Initial logon date and time are printed under the agent's details.
• If the last event is not a logoff event, logon duration for an agent is based on the end date and
time for the report interval. You can use this to obtain statistics when an agent does not log off;
however, you must configure the report interval end date and time to match the shift end time
for that agent.
Can someone tell me how Contact Center handles reporting in regards to DST when the clocks get set back 1hr. Do these reports get overwritten or cached, what is normal behavior? I found the listed below in a document but it only tells me that the change is included in the calculation which is great but I'd like to find out how for example, if data is written just prior to the time change and the clocks are turned back does that data get overwritten once the time change occurs? Any help is greatly appreciated.
Daylight Savings Time
With Contact Center Manager Server, the report uses fields in the database view. This ensures that
the data is reported in the correct order even after a significant time change occurs, such as
Daylight Savings Time.
The following are available:
• When the Contact Center Manager Server time changes, events related to the current logon
session appear in the order they occur regardless of the time the event occurs.
• Time changes are considered when calculating Shift Duration and Total Login time.
• Even if the first reported event is not a logon event, the initial logon time for an agent for the
report interval is known. Initial logon date and time are printed under the agent's details.
• If the last event is not a logoff event, logon duration for an agent is based on the end date and
time for the report interval. You can use this to obtain statistics when an agent does not log off;
however, you must configure the report interval end date and time to match the shift end time
for that agent.