mkeaton's avatar
mkeaton
Frequent Contributor
2 years ago
Status:
Accepted

Analytics - Pause Reasons by Agent

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 queue LIVE and can see the reasons there and only there.

 

We would like to see a break down of pauses reasons selected by the agent. Included would be for how long they are on pause and the reason they selected.

Administration & Configuration
  • KateG's avatar
    KateG
    GoTo Moderator
    2 years ago

    jstrittmatter I don't have an update from the team yet, I'm afraid, but will continue to check in and post an update as soon as I hear. 

  • KateG's avatar
    KateG
    GoTo Moderator
    2 years ago
    Status changed:
    Reviewed by moderator
    to
    Accepted

    alexh521 this is currently on the roadmap, however, I do not have a timeline for the implementation. We will update the Community when it is available. 

     

  • alexh521's avatar
    alexh521
    New Member
    2 years ago

    Any updates on this? As a Partner, i have dozens of Customers on GTC who would also like to see this become available because, without it, pause reasons are pointless. 

  • KateG's avatar
    KateG
    GoTo Moderator
    2 years ago
    Status changed:
    New
    to
    Reviewed by moderator