What is it?
Focus Time is now available in historical reporting. Focus Time is the length of time that an interaction was selected and in focus within Skylight.
Enables supervisors to report on how long agents and individual agents keep active interactions in view.
Good to Know
Reporting for focus time is only relevant to those centers that configure their agents with capacity to handle multiple interactions; therefore, requiring the need to report on when on how long and number of times an interaction is brought into focus. While an agent with capacity can accept and be working on multiple interactions at a time, they can only have one interaction “opened’ in focus at a time.