SpitFire Help Desk

A common issue that Managers may notice when running the Agent Performance Grouped by Agent report in the SPD WebReports, is that the Agent Session times are not correct. What you usually notice is that a particular Agent name is shown to be logged into a session for more hours than the session actually lasted or that the telemarketer was actually on site.

Here is an example of the report for a particular Agent ID:



In the area circled, you can see that an Agent logged in at 3:03 and the Session time was for 1 hour 16 minutes. However, right below that, the same Agent ID logged in at 3:17 and was logged in for 2 hours and 37 minutes.
The reason for this is that there are two telemarketers that are simultaneously logged in with the same Agent ID and password, but from two different stations.
The SpitFire Campaign does not reject a login if it is already logged into the Campaign, so this can cause one Agent ID to show more session time that it would seem possible.

There are a couple of ways to deal with this issue, from a Manager's standpoint. First, it is a good idea to give your telemarketers unique Agent ID's and passwords to log in with and prohibit sharing of Agent ID's.
Secondly, you can see the Agent ID's logged in, in real time, via the Agent Activity window of the Campaign software.
In the Campaign window, click on Results-->View Agent Activity to view the window below.

 

Here is an example of 2 telemarketers logged in at the same time, using the same Agent ID.
The stations are 1 and 2 in this example and the Manager can have one of the telemarketers log off, when he sees this happening.