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  • 1.  Showing secondary status on agent reports

    Posted 01-10-2023 17:53
    No replies, thread closed.
    WE have a secondary status under Busy called "side jobs" is there a report available for managers/supervisors that would allow us to see how much time an agent is spending in this sub we can only see the main status of Busy not the secondary status in the reports
    #Reporting/Analytics

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    Martin Black
    Cerium Networks
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  • 2.  RE: Showing secondary status on agent reports

    Posted 01-14-2023 14:59
    No replies, thread closed.
    If you are using WFM, you can view this in the Historical Adherence report.  Realtime Adherence shows this as well.  The Agent Status Performance View can display the secondary status and time in that status, but that is realtime, not historical.

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    Robert Wakefield-Carl
    TTEC Digital, LLC dba Avtex
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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