Assignment Strategy Visibility
Hi,
Occasionally, we encounter issues where voice conversations are not automatically assigned to agents, making it challenging to locate these conversations for troubleshooting later.
To address this, it would be highly beneficial to include the Assi...
Conversation wait time for abandoned calls
We are unable to view and report on the conversation wait time for abandoned calls. This is currently not available on the conversation entity and we are unable to determine if a call was abandoned due to long wait times. Can we include the conversation wait time for abandoned calls?
Analytics Dashboards - Display Date fields based on user time zone
Omnichannel historical analytics dashboard showing the date in UTC instead of user time zone. Users need to convert dates from UTC to their time zone which is annoying and not useful for users. We suggest to display the date field values based on user time...
Accuracy of first wait time
The first wait time for calls is not accurate and does not take into account flush delays. We need to be able to view the most accurate wait time directly from the Omnichannel application and conversation entity. This would need to display wait time including the bot as well as wait time exclu...