Description
Captures the time an agent spends working concurrently on a call and other contacts at the same time.
This metric only applies for users with Omnichannel Session Handling (OSH) enabled. This metric does not support choosing a specific interval when using the True to Interval paradigm.
Available In
Calculation
Sum of time where an agent handles:
- A voice contact and non-voice contacts at the same time
Source
ACD
Paradigm
--
Model
Contact detail, contact summary, intraday
Perspective
Agent
Metric Type
Time
Format
##.##
