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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 que...
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.