Hey Kevin,
That's pretty much what I was looking for - now the killer question...
is there a way for me to monitor the total amount of "paused" time for
each agent ?
Essentially, I want to give agents the ability to wrap up calls
according to their needs, but I also want a team leader to police it and
make sure they are not using inordinate amounts of time.
Cheers,
Callum
Kevin P. Fleming wrote:
Alexander Lopez wrote:
Agents logging out is the prefered method of saying "I can't be bothered
right now"
CVS HEAD also supports pause/unpause for agents, which allows them to
be unavailable without the queue losing its statistics.
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