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Currently the agent can select a reason they are pausing yet as a supervisor I cant see any breakdown of those options, so why have them? The only good this does if the supervisor is watching the queue LIVE and can see the reasons there and only there.
We would like to see a break down of pauses reasons selected by the agent. Included would be for how long they are on pause and the reason they selected.
23 Comments
I am looking forward to when your Team launches this feature! 🙂 I appreciate everyone loving this idea, and continuing to support this idea!
Reporting by pause reason is on the near-term roadmap (2024) for Contact Center historical analytics. Our primary focus is to allow analysis of individual pause reason usage (duration), by agent by date with both a visual representation and a data export for extended analysis.
I agree. Why have a Pause Reason differentiation if it doesn't mean anything? We need to run a report to see the reason Pause Reasons. Otherwise it is pointless. Any help would be appreciated. Thank you.
Hello! I have the same need. Agents are abusing on pauses. We need a detailed report, by agent, with that information.
By the other side, we have to prove to their Union (in Brazil) that the legal pauses are being respected.
- Status changed:NewtoReviewed by moderator
CallCenterMngr thanks for your idea, this has been shared with the team.
Hi Team!
I would LOVE to be able to view detailed reports of agent availability statuses within GoTo. This way I am able to manage who is "abusing" the pause option. For example if an agent asked to use the rest room multiple times a day and disappears for 10+mins each time.
jstrittmatter I don't have an update from the team yet, I'm afraid, but will continue to check in and post an update as soon as I hear.
Any update on this information being made available.
