Ability to Transfer Call by rule or overflow based on Conversation Wait time (Not Queue Avg)
Hi!
We found the need for a trigger on overflow rules based on the conversation wait time critical!
None of the current overflow rules apply to the support use cases.
With this ability we could be transfering the conversation to a queue where a bot can a...
Omnichannel real-time analytics - Increase refresh rate to 10 seconds
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 1...
Provide an out-of-the-box report to analyze conversation end-to-end
Since we moved to DCCP, supervisors and team leads struggle to answer the question "what happened with this call".
This is a normal scenario when a customer complains he called and nobody answer, or that he waited unusual time.
In our previous contact center, there was a...