Pause time qos indicators

Description

Real-time operational metrics displayed for the logged-in agent and their team. Metrics include Agent Pause Time (total time in designated Not Ready pause reason code for current day), Team in Pause (count of colleagues currently in pause state), and QoS Ratio (calls answered divided by calls received, expressed as ratio/percentage). Data is retrieved from Cisco AWDB via SQL queries. Database connection credentials are configured via the Administration Gadget. A specific Not Ready reason code is used for pause calculations. Polling interval for database queries is configurable. QoS calculation scope is confirmed by the customer. Preference is to connect to a AWDB replica rather than production.

Canonical use case

A supervisor monitors agent pause time and team QoS metrics in real-time via the Cisco Finesse gadget. The metrics update on a configurable interval, allowing quick visibility into team productivity and pause patterns without opening external reporting tools.