Granular breakdown of different billable hour types in BPO manager: overtime, non-productive time, etc.
Julian Cope
Merged in a post:
Have a way to separate billable agent states from adherence agent states
Bhargavi Bhatt
Companies bill BPOs in several different ways, we should allow for more flexibility when it comes to what agent states are associated with billing and which states are not. We currently have agent states associated with adherence but not billing. Conflating the two can solve for momentary billing needs but can skew WFM metrics like schedule utilization, adherence, etc.
W
Walter Prince
Bolt would love this along with actual productive hours worked as they are billing only for productive hours worked