Symptom / Need

During queries or tests on the "Last Agent" component, the component works actively and returns information to the user, but the time value returned by the $minutes_last_call variable is generated or printed as a negative number.

Context / Scenarios

This new feature is directly displayed in the " Last Agent " component, located within the Statistics tab of the Agentic Engine in the RP (routing point). This behavior is present across all service channels.

Answer / Solution

Step 1: Initial Validations and Tests in the Environment

1. Keep in mind the ID or Name of the Routing Point or flow where you have configured the component.
2. Upon entering the Routing Point, go to the Statistics tab and verify that the Search last agent 24h component is correctly configured.
3. Check the behavior and output of the $minuts_last_call variable.

4. Perform validation tests on the different routing flows (Voice, Chat, Interactions).
5. Set up a test flow using the Find Last Agent 24h component, perform an initial interaction through the flow, and end it.
6. Subsequently, it performs a second iteration and validates the value that the variable $minuts_last_call is returning, in order to determine whether or not it is correct.

If the problem persists, escalate the case to the Wolkvox service desk.

7. If the case is escalated to the service desk, the Level 1 analyst: Repeats steps 5 and 6 on a different server operation.
8. The service desk analyst checks if any updates were deployed on the server, which could have affected the component's proper functioning.

Step 2: Incident Generation and Technical Escalation

1. Upon discovering that the variable $minuts_last_call generates negative values, proceed to create a specific incident for the analysis of this parameter.
2. Escalate the case directly to Level 3 (Core Team) in order to perform the technical analysis and apply the adjustment to the information returned by the component.
    

Escalation

Minimum Information / Evidence Required for Escalation

To escalate the case correctly, you must gather the following evidence:

1. Graphical evidence of the configuration of the "Last Agent" component in the Statistics tab.
2. Display or screenshot showing the negative time values generated by the $minuts_last_call variable.

3. Evidence and results of the tests performed on the different routing flows, specifying the channel in which the novelty is occurring.
4. Date from which the component shows damage.

With this information, the case will be escalated to Level 3 (Core Team).