Genesys Cloud - Main

Hello, 

I am setting up gamification for the call center and am needed some guidance. Does anyone know if you can create a metric to measure time that an agent places their phone status into busy, away, training, available etc. Also if you create a metric and it isn't working, can you delete it or change the objective type? Any help, suggestions or advise is welcome. Thank you!
#Unsure/Other

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Heidi Kelly
AAA Washington
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I am also wondering the same thing- especially for away status. Will be watching to see if others are giving feedback or suggestions.

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Cherri Lindquist
Company Nurse
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I would think that Conformance would give you what you are looking for - it essentially is telling you how much time they are on the phones vs what they were scheduled to be on the phones (in Available or on a call). If they are going off queue for any reason that wasn't previously scheduled, that will affect their conformance numbers.

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Amber Krueger
Ultimus Fund Solutions, LLC
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