Ability to see breakdown of in-adherence time by agent state
D
Developing Silverfish
Our agents often abuse a screen-sharing status so that they are not routed tickets, and because it puts them as "in-adherence". We want a way to calculate the agent state breakdown for adherence. In other words, if someone was in adherence for 90% of the day, how much of that 90% was spent in X agent state / status?