Poch, Bonni

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. 

We were trying to figure the same thing out this afternoon.  Without the warm transfer option for groups, we're at a disadvantage and the caller is basically put back into queue.