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Discussion Thread 5

Agent Status time is counting both in Meeting and Interacting statuses

Library Entry

Enhanced agent status visibility for supervisors

In this video @Yu Tan talks about the enhanced agent status visibility for supervisors. Supervisors can now see a detailed breakdown of the amount of time that agents spend in specific secondary statuses. This feature ensures that secondary status durations now appear directly in the Agents...

Library Entry

Real time alerts for out of adherence status

In this video @Krishneel Mani talks about real time alerts for out of adherence status. Supervisors and agents can now create alerts for employee engagement metrics. This feature provides the ability to generate alerts when agents exceed out-of-adherence status duration thresholds....

06052024_FeatureReview_OutOfAdherenceAlerts_KM.mp4

Discussion Thread 3

away when not responding

Discussion Thread 2

Color states

Discussion Thread 5

Agent's “Interacting” status - "After Call Work"/"Talking"/"on Hold"