Sergio Banguero Torres

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 ask the user, do you want to wait or get a direct call or many other options.

With the current setup, overflow only supports triggers which are not customer centric 100%.

Average queue wait time is an average which is really not representative of the customer experience at that moment.

Thanks!

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.

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 an option to search for calls, click on a desired call, and get a breakdown of the whole conversatoin, when it arrived, how long did the user spend on the ivr, which agents answered the call and perhaps which agent ended the call.

On DCCP, all of this information is there but in separate places and some times needs PowerBI skills to get it.

On the routing diagnostics report you can see the first 3 attempts, so it does not show the whole story. Additionally it does clarify if the agent rejected a call, or it timed out.

On the conversation panel, you can open related sessions and you will see which agent had the session, you can see the time agent joined or left the session but you dont see if the agent rejected or if the session timed out.

A timeline breakdown graphical representation would be ideal as this question is asked daily and adds a lot of effort to our supervisors team.

In a real contact center agents need to get real-time feedback about operations, historical data such as session rejection rate or timeout rate does not help, as in this scenario a customer is complaining and hence quick action in realtime is needed.

I'd suggest this to be included as a standalone report (page) or part of the ones existing