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Idle Time Between Calls

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Poch, Bonni

Posted Mar 03, 2023

I'm wondering if there is a way to calculate idle time between calls for agents. When monitoring voice or chat queues, we sometimes need to move bodies around. If we were able to see the last call or chat taken, we can better gauge the best conditions to move bodies around. 

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    Anne Ronalter

    Zendesk Customer Care

    Hello Bonni,

    Currently, there is no option to report on idle time in general.

    I have also found the following post in regards to that topic:
    Calculating agents idle time

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