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.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 01-10-2023 17:52
From: Martin Black
Subject: Showing secondary status on agent reports
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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