When an agent changes their status during an interaction (e.g., from "On Queue" to "Break"), the system does not always accurately capture their adherence during that transition. This sometimes leads to inaccurate reporting. Has this been looked into or resolved?
#Monitoring/Adherence------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
------------------------------