For instance:
I asked this agent to make a log of when the pause button was clicked and which pause code was used. The pause codes are correctly reflected in this report in the right column. In this case the agent made 5 manual outbound calls and in between used the pause code you can see. The agent was NOT waiting!!
Question 1: In between the calls the agent was paused but why does it say 0 seconds pause time for row 2 till row 6 (from the bottom up)?
Question 2: Instead of pause times it shows wait times but actually the agent was paused during most of the first 4 hours. Is wait time the wait in seconds the actual pause time of the last pause code chosen in the previous row?
Question 3: In some cases there is in fact pause time shown in fist column, when are these pause seconds logged?
So the major issue here is that the agent was paused for 5,6 hours during this day if i count the wait time but the the User stats report and Agent performance detail report say the agent was paused 1,3 hours. But this is because pause time is logged as wait time?
