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Status Future consideration
Created by Velvet Brown
Created on Jun 13, 2022

Customize Work Time

Ability to customize what is calculated as "Work Time" using Custom Unavailable Codes that can be designated as included in the work time calculation. We want to allow agents to select custom statuses ( meetings, trainings etc...) that would show them as unavailable for inbound calls, but would not against them in the working rate. Currently, we have to manually add this time back using an Excel spreadsheet! If we can add customized unavailable codes, we should be able to indicate if these codes should or should not be included in the work time.

  • Kurt Hoskovec
    Jul 1, 2022

    Thank you for your idea. This has been added to the Feature Enhancement request backlog. - Kurt