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    Tuğçen İlke Çolak
    out off office agents incidents
    Topic posted June 5, 2019 by Tuğçen İlke ÇolakRed Ribbon: 250+ Points 
    85 Views, 11 Comments
    out off office agents incidents


    I need to find a way to solve the issue below:

    We are using queue feature of rightnow for the incidents. Our all queues are Round Robin Login. It works well.

    But when the agents log out from the system while they have unresolved incidents, to be able to catch the SLA, the client wants to assign these incidents to the queue again. And then the queue will assign the incidents to the login agents. So my purpose is to check the agents who is not online to the system in last one hour and assign their incidents to the related queue again. Do you have any idea to handle this need?



    • Mary Gilbert

      I would start by trying to use business rules, following the same basic logic as an escalation.  You'll just need to adjust the criteria to fit your business needs.

      You can find more info on setting up the rules here:


    • Sebastiaan Draaisma

      Have a look at this topic where I created an out of office function.
      Easy setting "Disabled from assignment" when out of office?

      When disabled from assignment round robin will skip the account. A schedule can be created to assign incidents back to the queue.

    • Tuğçen İlke Çolak

      Thanks for your comments. How i can understand which agents are offline? Should i implement the out off office function or is there any other way to understand?


    • Sebastiaan Draaisma

      You can use the account_session_history table to see who is signed in or out and when the last time was they signed in. You can combine this with the incident table to see how many incidents one has open.

    • Tuğçen İlke Çolak

      Hi Sebastiaan,

      Thanks again for your response. I have a problem about account_session_history table. For example if the user X, logins and logs out more than one time, i can see all the session records on the table. But i can not manage the part of to find the offline users. I can not add "account_session_history.ended" IS NOT NULL as a filter. Because it will show me the agent is offline even they are online. Do you have any idea to handle this?

    • Sebastiaan Draaisma

      Hi Tuğçen

      Please see the attached report to report on Logged Out Staff Accounts
      I used the account_session_history.ended IS NOT NULL as a filter in combination with max(account_session_history.ended) in a column and it shows correct for me. Give my report a try, you may have to include an auto refresh here as to automatically remove the signed out user when the user signs in while having the report open.

    • Tuğçen İlke Çolak

      Hi Sebastiaan,

      I will try to explain better the case i am talking about. Check the screenshot. 

      Acocunt id : 4709884 logins at 07:47 and logs out at 08:39

      Same account logins again at: 08:55 and still online.

      If i add a filter account_session_history.ended IS NOT NULL, the report shows me only session id: 42333, because session id:42360 has no history ended date. So it does not mean, the agent is still offline. I tried to use max function for the start and end dates. But nothing works.

      If i want to write a script, I can not query account session histroy table also. so I don't think there is a way to catch the offline users.



    • Sebastiaan Draaisma

      That's a good observation.
      I think adding a second filter may do the trick where you check that the start time is less than end time as this would exclude a new login. If this doesn't do the trick we can compare it with the max(account_session_history.ended) through a custom script and filter it away there.

    • Sebastiaan Draaisma

      This one could also be an alternative

    • Tuğçen İlke Çolak

      Nope the same issue is still going on. I need to write something like this:

      For the same account if there are more than one session check the last session end date and if last session end date is not null display in the report, if it is null (it means agent is still active) don't display in the report.

      I need to make a report schedule, it runs every hour and if the agent offline more than 30 minutes, assign all his/her incidents to the queue back.

    • Sebastiaan Draaisma

      In that case I think you will have to do the filtering through a custom script where you use unset($rows[0]); in a php condition to remove the unwanted rows.