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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...
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.
Status changed:
New
to Reviewed by moderator
CallCenterMngr thanks for your idea, this has been shared with the team.