August 2026 Product Update

 

1. Live Data Updates - Our team has optimized how live data is calculated, processed and displayed across the application.

All Live dashboards have been updated. The updates include new metrics and columns, enhanced filtering and sorting, detailed drill-down grids, metric  pop-ups, and help properties that explain the displayed information.

 

 

• - All Live Data summary bars have also been updated with new metrics. Clicking a summary value opens a detailed grid showing the agents and call information included in that metric.

 

 

• - All Standard Wallboards now support drill-downs for call metrics, giving you access to the underlying call details.

 

 

• - Interactive pop-ups have also been added to all applicable numeric metrics across the Wallboards dashboards. Clicking a value opens additional detailed information related to that metric.

 

 

2. Dashboard Thresholds Settings - Thresholds let you define limits for key metrics, helping you quickly identify values that need attention. You can now set and edit thresholds from several places:

• - Company / Account Settings — manage thresholds across dashboards.
• - Grid Settings — configure thresholds for metric columns in a specific grid.
• - Thresholds button in the dashboard page menu — view and edit all available thresholds for that dashboard.

 

 

 

 

 

3. Filters & Sort form - The filtering and sorting functionality has also been updated.

 

 

4. NEW Dashboard: Agents > Overview > Performance - The dashboard combines current live agent information and daily accumulated or calculated metrics in a single grid, with one row per agent.

• - The dashboard can be filtered by queue using the Queues filter.
• - The displayed agent list and queue-call metrics are updated according to the selected queue or queues.
• - The dashboard includes a grid-level search that can be used to search across the displayed agent data.
• - Each column includes its own filtering options, allowing the displayed results to be filtered by specific values.
• - The grid-level search and column filters can be used together with the Queues filter to narrow the displayed information

 

 

 

5. NEW Report: Agents > Reports > Agents Queue Call Statistics

 

 

6. Queue Calls Drilldowns - Help properties have been added to every column in the Queue Calls drill-down grid, providing a clear definition of the information displayed in each field.