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Status Future consideration
Created by Fraz Hamid
Created on Sep 11, 2021
Merged idea

This idea has been merged into another idea. To comment or vote on this idea, please visit CUSTCOM-I-749 Offer ability to track time spent accepting queue calls (as well as, on different statuses - available, busy, DND).

RC Analytics: Metrics for Users duration users are not accepting call queues or DND Merged

A useful performance report would be of users and the duration they have spent not accepting calls or DND. This is particularly useful for management and team leaders who are attempting to understand why so many calls are not being answered and could be because agents have all decided to use the toggle to not accept calls for a queue.