Supervisor Dashboard
The following changes and improvements are made in Supervisor Dashboard.
Conversation Handling Time
To show more detailed information on each conversation agents have handled, the following columns have been added to the Conversations view:
| Setting | Description |
|---|---|
| Connection Time | The time when the conversation was connected (answered). |
| Disconnection Time | The time when the conversation ended. |
| Waiting Duration | The actual waiting time in the queue. |
| Handling Duration | The time between the connection and disconnection times. |
| Wrap-Up Duration | The time the agent uses for finishing the conversation. |
| Total Duration | The duration of the conversation (the time between the arrival time and the end time). The last event defines the ending time: it can be the disconnection time or the wrap-up ending time. |
Filtering Agents Using User Groups
It is now possible to filter agents in the Agents and Conversations views based on user groups. SCC-621
