This report provides a history or audit trail of productive/unproductive pause with a detail drill down option for the following:
Individual Agents
All Agents
Agents for a particular Queue
Report Description
(Inbound and Outbound Unless Otherwise Stated)
Table: Pause Reason, Total Time.
Drill Down: Details (Pause Reason, Start, End, Total, Pause Limit, Overuse).
Pie Chart: Percentage of Productive and Unproductive Pauses of the Agent.
Note: Please review the Productive and Unproductive Pauses Calculation section in the main Sangoma Reports Guide to better understand how the pause time is calculated.
Report Filters
Date Range.
Agent.
Report Features
View graphical chart
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Download the report as a spreadsheet or PDF.
Add/view notes.
Available in Offering
Sangoma CX Advanced and Sangoma CX Premium