-> Agents -> Live
• New view added in Queues
-> Agents -> Details
• Call Details added a drill-down functionality
-> Agents -> Statistics
• Call Details added a drill-down functionality
-> Agents -> Performance
Agent Time Performance
• Added two separate widgets showing inbound and outbound performance for Average Speed of Answer and Talking Time, including a median for the company's average talking time
Agent Time Performance
• Added three separate widgets showing Inbound, Outbound, and Internal performance as total calls split into answered and unanswered calls, with answered ratio and median showing the average calls per agent
Agent Time Performance
• New chart providing information on calls handled by agents with various ratios such as agent portion of total calls, first call resolution, and transfer ratio, with a median for average calls per agent
• New grid grouped by agents providing a variety of queue-related metrics such as handled calls, average times, ratios
-> Agent -> Overview
• All Calls - New dashboard providing an overview of how agents handle their inbound and outbound calls with detailed graphics showing key metrics, a timeline by hour, and a heatmap indicating peak times by weekdays and hours
• Queue Calls - New dashboard specifically showing key metrics for agents' handled queue calls, performance, and productivity
• Outbound Calls - New dashboard providing important metrics related to the outbound calls handled by an agent
-> Agent -> Wallboard
• New live metrics