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Enabling the focus timer

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Updated on March 16, 2021

Enable the focus timer if you want to track the time that a customer service representative (CSR) is actively engaged in an interaction. This tracking gives you improved insight into actual resolution times because the timer runs only when the interaction tab is active. If you enable the focus timer, the Average focus time widget displays average focus times by date and channel. By default, a CSR cannot see the focus timer, but you can optionally display the focus timer on the interaction tab.

Pega Customer Service Implementation Guide
Note: The focus timer is separate from the interaction timer. The interaction timer is visible during a live interaction and shows the duration of the interaction from start to finish, including inactive time. When enabled, the focus timer appears in addition to the interaction timer.

For information about how to configure the focus timer, see Configuring agent productivity settings in Configuring application settings.

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