Hello,
We would like to include the time spent in preview (after accepting a preview call, but before dialing it, where agents can research the lead and the like) in our reporting. While the old reporting system appears to have included a preview time metric, the new Performance > Workspace system does not have it as an option in the Agent Performance or Agent Status views. Is there anywhere else to get the preview time metric, and anywhere else to get data on the time agents spend in each part of a call?
#Reporting/Analytics------------------------------
Richard Tuovila
7x Powered Canada Limited
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