After running the User Sessions Detail report you notice that a user is shown to have logged off for the day even though the call records show that they have worked for the whole day.
- You are a Volt Delta L2 Support Agent
- You are connected to the Volt Delta VPN
This issue can occur when there are communication issues between the system and the database. To resolve this issue please open a Support Ticket with a copy of the report that identifies the individuals that are affected.
For Support Agents Only:
This issue occurs when there are communication issues between IIS and the database on the CIS server which records when a user logs in and out but fails to correctly record their login and/or logoff, causing the session to appear to have ended early.
The Exception Reports should be run to get any excluded data that has been identified by the system added to the database.
Check with the customer if running the Exception Reports has resolved their issue, if not you can compare the data from the CIS servers in Acton and Slough so the correct end time can be determined since one should be correct and the other should have the shortened session. Apply the correct login or logoff time to resolve the issue.