As you use the system, it automatically tracks how much time you spend actively calling and how much time you spend not on calls. This is recorded as Passive time by default, but on the Away page you can record the reason you were not actively calling.
In your agent account:
- Click the Away page
from the left-hand menu.
- Click the Reason for absence drop-down list a select the appropriate reason.
- Optionally, select the Project.
This might allow you to record, for example, when you are away at lunch or in a training session. The list of options is defined by your Admin.
Note that the Away status is only added to your activity log if you are in that state for at least one minute.
The total time spent on each activity is listed in a table on the Away page.
By default, this shows your activity today, but you can change that by selecting a new Time Interval.