Hello,
We've been having a problem in our call center, agents have been putting the console on the help mode (pressing the i button twice), so ACD calls won't come in even if in CCS says they're idle.
This is easy to detect in real time, because we see that we have calls on wait and there are agents on idle, but we can't have someone looking for this all the time.
Is there any report, any statistics on CCS where I can detect how much time they spend in this state?