Paused Time

Statistic Name	Description	Function/Formula	API Name
Paused Time	The amount of time that agents were in a Not Ready state as a result of rejecting work. In other words, the amount of time that agents were in a Paused state. Paused Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Agent Presence Reason Detail

Agent Presence Reason Summary