Currently the agent can select a reason they are pausing yet as a supervisor I cant see any breakdown of those options, so why have them? The only good this does if the supervisor is watching the que...
Analytics - Pause Reasons by Agent
CallCenterMngr
12 months agoNew Member
Hi Team!
I would LOVE to be able to view detailed reports of agent availability statuses within GoTo. This way I am able to manage who is "abusing" the pause option. For example if an agent asked to use the rest room multiple times a day and disappears for 10+mins each time.
- KateG12 months agoGoTo ModeratorStatus changed:NewtoReviewed by moderator
CallCenterMngr thanks for your idea, this has been shared with the team.
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