Kerwin Thomas

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 excluding the bot.

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?