Capture Busy / Working time as well as current occupancy
As well as capturing the current handle time, which allows for concurrent handle time (and especially for tickets may be valid behaviour), it would be useful to capture the time that is busy time - ie the time that someone is working, regardless of the concurrency.
This would allow the distinction of time spent not busy, regardless of concurrency.
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AdminAnonymous
(Admin, Playvox)
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