Reporting Pause Codes by Reason

[grim8634]

Is it possible to generate a custom report type that shows pause reasons aggregated for each agent. Ie. the amount of time each agent spent paused for each of the allowed reasons?

If not, is it possible to create your own custom report items to create this? Sorry I'm fairly new to qm. Thanks for any help/advice anyone can offer.

[QueueMetrics]

This could be created as a customization to sit within QM and to benefit everyone. This is something we'll have to do ourselves at the moment and has a cost (but as the report is simple, should not be very expensive). Please contact support for getting a quote.

As an alternative, you could pull agent pauses out by XMl-RPC and process them yourselves externally. See http://queuemetrics.com/manuals/QM_XML-RPC_manual-chunked/ and https://github.com/Loway/QueueMetricsXmlRpcBrowser