Question
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!
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.