Hi, Greg! Thank you for this new release - it's great to see the ideas becoming features. In general in our company we don't have a clear use for this yet, need to assess which processes can benefit from having this view incorporated in the routines and analysis tasks.
In our company we see the following main potentials for improvement:
1. ability to save applied filters;
2. ability to zoom and scroll with a mouse, like in interactions view for a seamless experience (many of our users would log in to stations instead of having personal laptops);
3. ability to see the direction of the interactions;
4. ability to see the queue name in the interaction info;
5. (this one is most important) ability to exclude queue time from the view - it doesn't make any sense in agent view and sometimes appears as if agent was handling 10 interactions at a time.
6. one more point - if interaction start timestamp is on March 5th, but it was handled by an agent on March 6th AND the date filter is applied as March 6th, I don't see these interactions handled by an agent. This is a major issue I see now, as it's not showing complete picture. In my opinion it's a bug, and it would be great to have it fixed soon, because there is no separate permission for this feature, so no way to limit our users from accessing this incomplete information.
This is my initial feedback, I will share more if our users provide it.
Thanks a lot! Looking forward to more development coming =)
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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
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