In this video @Yu Tan discusses a new feature "Active callback columns for performance views".

Administrators and supervisors can now access new Active Callback columns in various performance views, allowing for better tracking and analysis of callback handle times. The new columns include Total Active Callback, Min Active Callback, Max Active Callback, and Avg Active Callback. These metrics are now available directly within the following views:

• Agents Performance Detail
• Agents Performance Summary
• Agents Queues Detail
• My Performance
• Skills Performance
• Queues Agents Detail
• Queues Performance Detail
• Queues Performance Summary

Release notes: https://help.mypurecloud.com/releasenote/october-28-2024/

#TAMStudios #FeatureReview #PerformanceViews #Callbacks