Idle Time Between Calls
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.
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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