Pause concept in the interaction timer
Hi!
Is there a possibility to implement a "pause" concept in the interaction timer? Currently, once the user opens an interaction the timer starts running. The timer continues even if the agent is idle for a long time. What we want to implement is to automatically pause the timer once the user is idle for like 5 mins and resumes once they started working on the interaction again. Also, if there's an indicator that we can use to determine if the user is idle that would be helpful. Thank you!
Pegasystems Inc.
US
Hi, I would like to understand your use case a little better. Typically, the interaction time is used to measure the handle time for the agent.
If you are referring to a phone call type interaction, then the customer is presumably still on the phone. Even if the agent is doing some back office type work for the customer, the interaction is still on the phone and should be measured. In this case, what do you envision as being idle?
If this is a chat or email type interaction where an agent might be juggling multiple interactions, then a new feature called Focus Time is already there. This measures the actual amount of time that a given interaction tab has been in focus on the agent desktop. It works for all interaction types. Other than not having the interaction in focus, there is no other way to determine that an agent is idle.
Accenture Inc
PH
Hi Amit, here's our use case. The agent is currently working on an email interaction then a phone call interaction comes in. This is where the issue begins since the agent needs to leave the email interaction to prioritize the phone call. And when the agent starts working again on the email interaction, the timer is still running thus, they are having a longer AHT. I believe the Focus time will resolve our issue, do we have any documentation or guide available that we can use? Thank you.
Accepted Solution
Updated: 12 Oct 2020 8:43 EDT
Pegasystems Inc.
US
Hi Paula, yes the Focus Timer will definitely give you the stats you are looking for.
This is the document on how to enable this.
There are two settings. One to enable it and one to display it in the agent's tab. You can enable it to capture the data without showing it to the CSRs. There are OOTB reports and widgets that give you access to the data.
Accenture Inc
PH
Hi Amit,
We have now successfully enabled the focus timer in our DT environment and we can see that it resolves the issue we have with handling time. However, after running the OOTB report CSAvgFocusTimeByChannel we noticed that the focus time was not saved for some interactions even if the timer is visible in the tab. We've already added the properties EnableFocusTimer and DisplayFocusTimerToCSRs and set it to true in the CSExpressSettings data transform. Can you please confirm if we missed anything? Thank you.
Pegasystems Inc.
US
Hi Paula, the focus timer is updated when the interaction tab is closed. This can be the result of the Wrap Up button or close icon in the tab. If the entire browser is closed or agent logs off, the focus timers may not get updated. If you are wrapping up properly and still not seeing the values saved, then something else may be going wrong. You may need file a ticket through GCS to have someone look into it.