jvon
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Activity overview
Latest activity by jvon-
jvon commented,
This. Voice contact center operations need this to understand utilization and occupancy is commonly a KPI for agents in my organization (along with others, I'm sure). Seconding Amanda's request...
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jvon commented,
+1 on this -- we need historical data for Talk availability beyond the summarized "total time" metrics. If an agent is avoiding calls by toggling into away and back to available really quick, we...