It takes 4-7 seconds to create the connection between agent and customer and load the Active conversation form after the Agent accepts the incoming session. I know that this is current system behaviour and understand it (a lot of actions are happening). But are there any plans to work on improving the performance?

The problem is that after accepting the session (clicking accept button by the Agent) oob measures: Time to accept (for session) and First wait time (for conversation) are still calculated. The calculation stops when Timer on the ongoing conversation form starts to count the seconds.

The other idea is to add a new attribute (the moment when Agent clicks on the Accept button - I raised another ida for that). We really need to know how quicky Agent accepts the session.