Discussion Thread 1

Evaluation API: How Far Back Does it Look?

Discussion Thread 2

ExternalContactId in external participant

Discussion Thread 4

Reports Limitations

Discussion Thread 1

Agent performance reporting by Topic

Discussion Thread 5

WFM / Forecasting against some planning groups, not all

Library Entry

Metric values in views with duration statistics

In this video, Joseph discusses the new feature - Metric values in views with duration statistics Contact center managers and supervisors can now view minimum, maximum, total, average, and count values in analytics views that contain duration statistics. For more information, see About...

FeatureReview_CX_Analytics_Metric values in views with duration statistics_JR_20230322.mp4

Discussion Thread 1

Knowledge Optimizer - Article views under Top viewed articles and feedback

Library Entry

ACW Improvements

In this video, Rebecca presents three new features on ACW Extend after call work (ACW) timeout settings to digital channels Administrators and contact center managers can now extend ACW timeout settings to email, message, and chat interactions. When administrators enable the Enforce...

20230315_FeatureReview_CX_Inbound_ACW Improvements_RH.mp4

Discussion Thread 2

average alert time for agents performance summary metrics

Discussion Thread 2

AMA - Dashboard "Auto Refresh"