table of contents

What is it?
The Agent Presence Reason Detail and the Agent Presence Reason Summary reports have been updated to include the following:

  • Reasons from user-created presence reasons lists (previously, these reports only included System Presence Reasons)
  • Offline reasons, for example, Logged Out and Session Expired
  • A Reason List filter

Key Benefit(s)
Supervisors now have a view of how often, how long, and why agents are away.

Good to Know
Filter these reports by Reason Code of “Paused” to identify how often agents are rejecting work and how long they are remaining in a paused state.