Discussion Thread 2

Agent DID Call Routing

Discussion Thread 13

Decisions Using EWT in Architect

Discussion Thread 5

Queue_ID for In-Queue Flow Used By Multiple Queues

Discussion Thread 3

Preferred Skill Group

Discussion Thread 7

Call Recording

Discussion Thread 12

Routing and Evaluation Methods for Blended Roles

Discussion Thread 2

Email Interaction - force update to date and time

Discussion Thread 5

Callback Flaw or Not?

Discussion Thread 11

One in-queue flow or multiple

Library Entry

Callback outcomes metrics

In this video @Rebecca Harper talks about improvements to Analytics for Callbacks by introduction of Callback outcomes metrics. Contact center managers and supervisors can now view two new callback metrics in the Interactions view, Callback – Time to First Dial and Callback – Time to First...

FeatureReview_CX_Callback_CallbackV2_MetricAdditions_RH_20230203.mp4