We received reports from team leads indicating that idle time for certain voice agents appears to be inaccurately captured—either showing as zero or unusually low despite clear intervals of inactivity. This discrepancy affects the accuracy of occupancy and productivity metrics. Some agents were noted to have unusually low idle time despite extended periods of inactivity throughout September.
We are extracting our reports from this link:
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To investigate further, we reviewed Playvox data and found that on the days these agents showed zero idle time, they had open email/case tasks throughout their shift.
We would like to confirm if this is consistent with what you’re seeing on your end, or if this might be a glitch or discrepancy in our view.
Your assistance in reviewing this matter would be greatly appreciated. Please let us know if you require any additional details or logs from our end to support the investigation. Thank you!
Thanks, @Akash Jagdish Gawai! As shown below, it seems that I don't have the option to click "Create a Case" to enter the issue details. Could you please assist me with this?
