Elapsed time in state

[omarrj]

Can someone tell me how the elapsed time works.
Agent presses lunch button.the timer stops, after lunch agent logs in and the timer starts. They say it used to keep running while in lunch, tech, special projects etc.
Does the agent have to be logged in for the elapsed time in state timer to work?
thx

 

[BillTelecom]

The agents should be hitting a vu-disp button before changing states. The timer will then show how much time has elapsed since they went into any state (avail, aux, whatever).

If they aren't logged in, there's nothing to measure.

What set type are they using?

 

[omarrj]

Callmaster v
We have another site when they go to lunch mode it actually logs them out and the el timer resets and displays how long they are in that state, when they log back in it reset and starts measuring the acw or auto in which ever they decide.
I found a prompt in system features parameters
vu stats refresh, choices are midnight or on login. I was wondering if this may fix it
thx

 

[BillTelecom]

Changing the refresh to midnight might be the best way for you to go there.
I asked about the set type because we recently started using 9650s for some call center agents. The timer doesn't work at all on that set type. I had to use time-agent-entered-state on a separate vu-stats format in order to get them an indication of how long they'd been on break/lunch/etc.