I want to know how to calulate the login time of the agents. Does the login time contain the breaks’s time ? If the agent logged in at 08:05 AM and logged out at 03:05 PM. Is the login time in this case 7 hours or 6 hours as he took one hour break.
Question asked by aya
It Depends On How You Get People to Log In
Sorry to be evasive but it depends on your phone system and how you get people to log in.
Typically the login time is from when they signed into the system and when they signed out (the beginning and the end of the day). You would typically have a break status for people on breaks. In some systems this could be a custom Aux state or it could be an On Break state.
With thanks to Jonty