Overview:

Customer encountering issue where overlapping agent states across multiple channels (e.g., email and phone) result in double-counting of productive time. Specifically, when an agent is handling both email and phone tasks simultaneously, the system currently tracks both as productive, which leads to inflated totals in the actual_seconds_worked metric.

Current Behavior:

In the scenario where an agent is scheduled for email work (e.g., "EMEA Front Email DE") and simultaneously on a call, both states are mapped to productive time—email being tracked under "Cases" and phone under "On a Call." This overlap results in a total productive time that exceeds the actual time worked, as both channels are counted as productive independently.

For example:

Email (Cases): 3600 seconds (1 hour)

Phone (On a Call): 1934 seconds (30 minutes)

Total: 5534 seconds, effectively double-counting the overlapping 30 minutes.

Problem:

The current method of calculating actual_seconds_worked doesn’t account for simultaneous productive activities in a way that prevents overlap. This leads to discrepancies in tracking total productive hours, which is crucial for reporting and payment calculations for BPOs.

Feature Request:

An enhancement to the system that would allow for more accurate tracking of productive time across multiple channels. Introduce a rule that automatically detects and handles overlapping productive states (e.g., when an agent is on a call and working on email), either by adjusting the total time counted for productive activities or by removing one of the overlapping activities (TalkDesk) from the report.