Add Total Do Not Disturb time to User Performance Report
Add the total amount of time a user is in a Do Not Disturb state by day under Performance Report > User. This will help to better understand discrepancies in workload distribution and any potential call avoidance behaviors.
3
votes
Carolynn
shared this idea
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Dale
commented
Having this feature would help us in determining the adequate number of staff to answer calls and to help point out potential coaching on why and how DND should be used.