Calls ends up earlier than they really are in NICE monitor

[romantarasov]

Hello.
There's a problem. When our callcenter supervisors use NICE monitor to observe an agents, looks like the calls in NICE monitor ends up a few seconds earlier than they really are (about 4-5 seconds).
Is that a known problem?

 

[mikeyb123]

The call shouldn't end until nice recieves the stop signal from the phone system. if this is happening then you should raise a call with your support

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[AlmostMe]

Often when using monitor you will find there is a 5-10 second delay between the live conversation and what you are monitoring, especially when performing screen recording. I've never really looked into it closely but have just assumed that because of the delay when the message comes from the CTI Server, whether it be Genesys T-Server, Avaya CT, or other integration that immediately sends a call stop message to the monitor and thus the call ends a few seconds early. If you recorded the call you will probably find it recorded correctly.

 

[romantarasov]

to RoamingKiwi:

Is there something to "fine tune" on the CTI server (we use Avaya CT), or maybe on the NICE server to solve this problem with delay?

 

[AlmostMe]

I don't believe it's a problem but that it's the way the system is designed. Especially where screen recording is concerned this delay hopefully combats any buffering that takes place when system/network resources are low allowing more consistent streaming of the monitor playback.