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Quiet times - no cases in the queue - impacting adherence

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Mariana

Gepostet 12. Dez. 2024

Hi, the system should detect when there are no cases in the queue and change agents status to sometime like “quiet time”, that wouldn't impact their adherence. 

 

We are in a quiet period now and my agents go to untracked, impacting their adherence. It's really hard to differentiate untracked due to no cases and actual untracked. Their adherence is super messed up. 

 

I cannot excluded untracked from the reports as I want to see other instances were they are in fact untracked. But the system should be able to know when there are 0 cases in our queues. Thanks!

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    Shawna James

    Community Product Feedback Specialist

    Hey Mariana,
     
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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