Steve Ross

I agree with all the previous comments and believe this is the 2nd or 3rd thread that I've commented on about this. We've been looking for this for well over a year before Explore was even around.

Until recently, the best chance you had to get a number was to 'screen scrape' the Talk Dashboard just before midnight (or after COB for call centers that closed) you would then have "Online Time" and know that it was a total of Available Time + Talk TIme + Wrap Up Time + Conf Time, and everything else was "Offline Time" and therefore unavailable to help a customer.

When the new "Away" status was introduced we saw an immediate spike in the numbers, we knew something was different. "Online Time" now included "Away" time as well as all the previous times, however, there was not a new column added in the dashboard to quickly see or "scrape" that time off so we could calculate it. 

Ideally, we need to be able to see  Offline/Away time so we can count that as unproductive time towards phone customers, and we need to see everything else as productive time.

I also agree that multiple reason codes, or better yet, a simple ability to customize our 'unavailable' codes would be a huge benefit. Codes available in past lives included "break", "lunch", "meeting", "coaching", "training", "away". Once we get those, having thresholds available in the dashboard would be the next step to helping us get a global view of what is happening in the minute.