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.

For information about how to configure the focus timer, see Configure agent productivity settings.