In this video, Becky discusses a new feature "Active Total Callback column in Performance views"

Contact center managers and supervisors can now use the new Active Total Callback, which represents the cumulative calling activity duration for the call portions of the callback. Managers and supervisors can access the Active Total Callbacks column in the Interactions view, Agents Interactions Detail view, and Queues Interactions Detail view. Handle time no longer incorporates time that is now classified as Active Total Callback, giving a more accurate picture of the agent’s overall handle time for a Callback. The interaction timeline view also reflects this new metric as a new segment in the agent’s Callback session.

Presenter: @Rebecca Harper

Release notes: https://help.mypurecloud.com/releasenote/february-7-2024/

#TAMStudios #FeatureReview #Callbacks #performanceviews