Login/Logout Report is not showing correct information

Hello,

I believe you are encountering situations where Amazon connect Login/logout reports aren't showing all expected entries for agent activity. This can be often on how the agent interacts with the system during logout.

Here are few potential reasons why you might be seeing incomplete login/logout information:

Incorrect Logout procedure : The most common cause is that agent might not be properly logging out of the CCP. Simply changing the status to offline or closing the CCP window without clicking the designated logout button may not be registered as a logout event in the report.

In an SSO scenario, if agents are automatically logged out due to session timeout, or if they simply close the browser without choosing the Logout button, those logout events will not be registered in the report. When the agent changes their status to "Offline" and then closes their CCP without formally logging out the system might still consider them logged in, even though they are no longer actively available, The "Logout" timestamp is typically recorded only when the explicit logout action is taken within the CCP.

To ensure accurate Login/Logout Reporting, In the CCP or the agent workspace, they need to choose Settings, scroll down the page, and choose Logout, you can also cross verify using Agent audit report as well, to make sure its reflecting the agent status during logout and availability.

By consistently using the designated "Logout" function the system will accurately record the timestamps, leading to more complete and reliable report.

I hope the above provided information helps:

Source: https://docs.aws.amazon.com/connect/latest/adminguide/login-logout-reports.html#login-logout-incorrect