We have seen a pattern of -activity type especially of ‘AWAY STATUS’ in our agent activity report.
We saw there are many instances where the away status duration is of 5 seconds or even less than that which is practically impossible for our agent to manually do.
So we wanted to know the logic or definition regarding this ‘AWAY’ Status and when automatically the status of agent is set as away by Yellow in order to analyse our agent’s performance properly.
Is there any flag where we can highlight the reason for away ie. “tabswitched”, “inactive”, “Manual Away”
Sharing a few data points for your reference.