Playvox Salesforce connector should be flexible enough to calculate handle time based on the opening of a case and the status change of case
Salesforce connector should be flexible enough to allow for clients who have an agent workflow that takes them to multiple browser tabs to complete work on an incoming case and stop the handle time when the case status is changed. Currently if the agent navigates to another tab for research the handle time stops yet many clients have a workflow that requires research in another browser tab.
Dennis Dean
shared this idea
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Admingma
(Product Owner, Playvox)
commented
Hi Dennis,
Thank you for sharing your thoughts with us. We have recently implemented a change to our existing handle time tracking mechanism. The new handle time approach will have the ability to track the case while the tab is in focus and pause the timer when the tab is unfocused. The timer will then resume when the agent returns to the original tab.
In a scenario where an agent has the same case open in multiple tabs, the new handle time will not track all subsequent tabs that contain the same case ID to prevent duplicate handle time tracking. This approach imposes a constraint on double counting handle time and establishes a business rule to discourage agents from opening multiple tabs for the same case.
This change was designed for tab based handle time. However, I am keen to hear more on your feature request regarding tab based handle time.