Genesys Cloud (formerly PureCloud)

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Understanding Conformance with Pre Break

  • 1.  Understanding Conformance with Pre Break

    Posted 14 days ago

    Hi There,

    We have some questions re conformance.

    When an agent chooses pre break, this moves the them to an off queue status. Can you confirm by doing this, will remove the remaining time from the conformance calculations?

    Is on queue and off queue what we should be using to represent the times counted towards conformance vs the time it is not? Based on that answer when an agent goes into pre-break does the use of pre-break then impact their conformance?

    Thanks

    Daniel


    #Reporting/Analytics

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    Daniel Mooney
    HelloFresh
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