Is there a way to find out, at an agent level, the overall time during the day/week/month that was spent dealing web messages at the maximum concurrency set for the agent? Or if not then knowing how long for an agent handled multiple web messages?
Nope. No metrics related to concurrency, no reporting related to utilization.
It can be mined from the conversation detail but it'd be painful and very custom/specific.
1 Like
Thank you for confirming.
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.