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This functionality doesn't exist today but we do have "wrap up notes" as an feature enhancement request in the interactions detail list. I don't have an estimated date on that feature but I will certainly log your request - it's a great one! Rebecca Gibson, PureCloud Product Manager, rebecca.gib ...

@James Dean? Callback analytics - exposing callback metrics in the API - will be released toward the end of the summer. In the early fall, you'll see those metrics being displayed in the UI (queues activity view, queues performance view), reports and alerts, so keep an eye on the release notes for an ...

I think my answer wasn't clear! No worries - I've added this request to my list of requested stats. The most important point was that I already had "longest interaction waiting" added to my list of real time stats but not to my historical stats, so I've added it to the request list. No ETA on that, but ...

Interaction level reports are contact center business reports - aren't currently used for telephony services. There are many reasons they won't match exactly. Because of that, there is an option for customers to download their CDRs and that will match up. If you go to Admin > Subscription, > Reports, ...

Part 2 Dashboards 1) Are they customizable? Our current roadmap is to convert existing "views" (queues performance and activity, agent performance, interactions) and make them fully dynamic (filters, save and share filters, select and order columns, and export) before we tackle the dashboards. ...

Are we measuring the right things? Sometimes I'll hang on to an article for a few years, throw it in a folder and come back to it to see how well it's aged. This classic - https://hbr.org/2012/10/the-true-measures-of-success - from HBR is one that really hits home for me. As the data and analytics ...

Adding hold and after call work call states and time at the interaction level is also on our radar as well.

I have some good news - users can filter the agent list in the real time Queues Activity Detail views by ACD skills and languages later this week. We are almost finished scoping out teams, and will most likely start that work early next year. I'll make sure I touch base with the consulting team with ...