Overview

When reviewing users in the Dashboard you see users with Resting Time that exceeds the Resting Period that you have configured on the queue.  This occurs even with Auto Ready and Auto Ready (Outbound) set to Yes in the Session Control section of the user's configuration. 

After reviewing the user's FMB logs, you see the correct Resting Time is being applied to your users which does not match the Dashboard.

Information

The OASIS Data Service (ODSVC) web service retrieves the raw data that is used to calculate the resting time that is displayed in the Dashboard from the OASIS_UMIS and OASIS_DR databases.  

Data updates to the OASIS_UMIS and OASIS_DR databases are made in near real-time, but we cannot guarantee that the state changes in the database are up-to-date at a specific moment in time.  If these databases are not updated when the ODSVC attempts to retrieve updated data, the ODSVC calculates the current resting time based on the last state change in the database which could result in a resting time that exceeds the configured resting period.