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In this video @Yu Tan talks about the enhanced agent status visibility for supervisors.
Supervisors can now see a detailed breakdown of the amount of time that agents spend in specific secondary statuses. This feature ensures that secondary status durations now appear directly in the Agents > Statuses view. When all secondary statuses are selected and the necessary permissions are in place, the sum of the secondary status durations matches the primary status duration. Previously, supervisors had to use the User Status Detail report to determine the duration of agents in particular secondary statuses. This enhancement provides a clear view of the time distribution within an agent's primary status and offers greater insight into their activities, which enables supervisors to more efficiently monitor and manage agent performance.
Read more:
Release Notes: https://help.mypurecloud.com/releasenote/july-29-2024/
#TAMStudios #FeatureReview #AgentStatus #Reporting #Reporting/Analytics