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Ryen Manes
Joined Oct 13, 2022
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Last activity Feb 03, 2025
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Latest activity by Ryen Manes
Ryen Manes commented,
If the ticket is idle for 10 minutes and no messages are sent so the agents capacity is released, is the 10 min of idle time included in the handle time?
Or is the 10 min of idle time subtracted from their handle time?
View comment · Edited Nov 14, 2023 · Ryen Manes
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Ryen Manes commented,
My teams would also benefit from this. It would alleviate the need for so many nested views just to get a count of the different teams' open tickets. Instead, we would just have one open ticket view grouped by teams. Then we use the headers for ticket count.
View comment · Posted Oct 19, 2023 · Ryen Manes
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Ryen Manes commented,
Is IVR time included in call duration?
View comment · Posted Oct 13, 2022 · Ryen Manes
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