3
Currently the refresh rate of omnichannel real-time analytics is 20 seconds.
This is not ideal as it does not allow supervisors real-time visibility to assign a call before it expires the SLA (60 sec).
Most other IVR solutions provide ability to see incoming data up to 10 seconds which helps supervisor quickly react.
STATUS DETAILS
Needs Votes
Administrator on 2/8/2024 9:30:53 PM
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Regards,
Dynamics CCA BI team