We have noticed that when you have more than one type of Interaction going to the same queue, you can't really track the Idle time of that second interaction type.
For instance, if I have emails and voice interactions going to the same queue, and I have set voice can interrupt email, and the agent receives an email interaction and they are on it for 20 minutes, technically, they are still idle for a voice interactions. We just tested this out, and it is routing appropriately for Disregard, next agent. However, as the manager/supervisor, it MAY sometimes look like the interactions are not routing to the next agent because I can't see that second interaction type's idle time. Has anyone else seen this or have a need for seeing this? I will open an Idea for our client on this. Just curious if anyone else needs this.
Ang
#Reporting/Analytics------------------------------
Angelia Harper
Avtex Solutions, LLC
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