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Status Usage | Hours Spent | Minutes Spent | Productive Minutes | Unproductive Minutes | Notes |
Lunch | 0.50 | 30 | 0 | 0 | Lunch is negated from the calculation because ADP is not logged when lunch is toggled in Five9 |
Ready | 5.38 | 323 | 323 | 0 | 4.38 hours spent on the phone and 1 hour waiting. They both count toward the “Ready” status |
Break | 0.62 | 37 | 0 | 4237 | 30 min allowed per 8 hour shift. An extra 12 min were used today, further impacting Utilization |
Manual OB | 0.25 | 15 | 10 | 5 | There were 5 outbound calls with no more than 2 min allowed on average = 10 min. 10 min are approved and considered productive |
After Call Work | 0.67 | 40 | 30 | 10 | There were 15 calls total with no more than 2 min allowed on average = 30 min. 30 min are approved and considered productive |
Meeting | 1.00 | 60 | 45 | 15 | Approved 30 min Team Meeting scheduled and 15 min 1:1 coaching with manager. 45 min are approved and considered productive |
Training | 0.00 | 0 | 0 | 0 | |
Total | 8.42 | 505 | 408 | 72 |
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Watch for the "Caller disconnected" popup in bottom-right corner of screen:
You can know when you are in "After Call Work" status if the caller disconnected but there is still the little "1" on the blue "Call" button:
Add notes and click "Next"
Complete the call form and click "Next"
Select the disposition on the next screen
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