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Real Time After call work view

  • 1.  Real Time After call work view

    Posted 03-07-2019 21:29
    Hi,
    I am wondering if the Performance->Agents->Status view is going to include 'after call work' in the future as a separate real time & Historical view? Same with the Queues->Activities view when looking at 'status'?
    Currently after call work is counted or pegged under 'interacting' when looking at all available status and related views. In most contact centres, the time spent in after call work in real time is very helpful for real time monitoring of agent activity. The Queues->Activity view in particular when expanding an agent in a queue does make a distinction between the interacting and ACW activity; it would be helpful to see this without setting up secondary wrap up codes?
    #Handlers
    #Omni-ChannelDesktop/UserInterface
    #Reporting/Analytics
    #Roadmap/NewFeatures

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    James Ross
    Fair Work Ombudsman
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