Unavailable time not counting while on a call.
If on outbound calls and the phone is set to unavailable, your unavailable time still adds up rather than the phone call you are on. Can this be changed to not include the call time?
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Alan Sanchez commented
The status time should re-set with each change the agent makes. If unavailable, start counting the time....if they make a call, start counting the time from zero again, if done with the call and still unavailable, start counting the time from zero, etc, etc, etc.....the time should reflect the actual time at the current state!