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Add "Actual Call Duration" to Team Performance?

benjaminwilk
Level 1
Level 1

I am wondering whether I could add a "actual call duration" column to the Team Performance module.  Currently the Team Performance only shows the duration of the current state so if an agent is on a 50 minute call, it won't show that if they have placed the call on hold multiple times. This will assist in identifying agents that may be on difficult calls.  Would this be possible?

1 Reply 1

dekwan
Cisco Employee
Cisco Employee
Hi,

The Team Performance module is not customizable so it is not possible.

Thanx,
Denise