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My team and I utilize the Desktop Power User pack to make our process more streamlined. This shows us when people are active or inactive in the queue.
However, when using this feature, it will show that you are inactive while on an active call, or will show that you are inactive after a call. This has caused a great deal of confusion when we are rotating our schedule.
Any advice would be appreciated! Thank you.
We've had the same experience. Many of our agents stopped using the power pack option since it was more of a deterrent. They now view the real time analytics on the agent level to see who's logged in and who is not available.