My customer is using a GAD where Agents can change from one NotReadyState - eg “lunch”- to another - eg “break”
Is it possible to reset the timer for TotalTimeNotReady when the agent is changing his not ReadyState ? And is this possible in CC pulse ?
the best way is to set for every notreadyreason a specific filter, where you can define a few totalnotready statistics with filter so you can see how long was the agent on break, on lunch, etc…
I believe what he means is that he is taking TotalTime category.
You must create a new statistic of CurrentTime subject and apply the filters as unfaced told.
Thnk guys,
your comments helped me to solve the problem