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  • 1.  Interaction Time in Preview Dialler

    Posted 18 days ago

    Hi,

    In the preview dialler of outbound campaign, how to check the amount of time agent spent in interaction status after wrapping up the call and before clicking end preview.


    #Reporting/Analytics

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    Vikram Naganathan
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  • 2.  RE: Interaction Time in Preview Dialler
    Best Answer

    Posted 18 days ago

    Hi Vikram, there isnt a specific metric to capture this.

    I believe you could work out the value by looking at the time between ACW end and Conversation end time. 

    There is also an idea that will end the preview when the agent completes the wrap Remove the "End Preview / End interaction / Disconnect" button from the Preview Dialer



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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