I am starting to look at the Pay reports available, and wondering if we can use pause codes to track when our agents are responding to emails. I was considering making a pause code for each of our customers, depending on what emails the CSR was responding to. This would let us keep track of how many pauses for each code, as well as how long each pause was for. We would be extracting this to Excel, so that we can run minimum/incremental for each pause and then distribute along to each customer.
Thanks in advance,
Carlos.
