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.
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 am looking forward to when your Team launches this feature! 🙂 I appreciate everyone loving this idea, and continuing to support this idea!
Thanks for your support CallCenterMngr!
Hi, this feature is highly expected. Our Foundation has been asked by the Call Center Workers Union to show that specific types of pauses are been met.
I had my Call Center Manager looking for this exact data today. I had to inform him that it's not available. I'm not sure how much of a priority this is for Goto since it's been in the backlog for 2 years now but wanted to let you know more people are looking for this.
I'm sorry to hear this, this feature has been prioritized and is on the roadmap for this year. Thanks for sharing your experience.
