Supervisor Dashboard

New Column

The Conversations view has a new column, Subject. The length limit of the displayed subject text is 100 characters. If it is longer, the rest is truncated and three dots are added to the end.

Data Refresh Intervals

Each view has its own refresh interval rate configured in Settings.

Icons for Different Chat Types

The Conversations view shows icons for chat types such as Facebook, Viber, and SMS as well as tooltips for conversation types.

Conversation Duration

If the duration time of a conversation is longer than 96 hours (4 days), the number of days is now shown instead of the exact duration time (HH:MM:SS).

Link Button to Communication Panel and Supervisor Dashboard

To prevent unnecessary background activities that several Communication Panel and Supervisor Dashboard sessions may cause, there is now a link in both user interfaces that will open a session to the other and continue to use that same session for successive actions. In Supervisor Dashboard the link is on the upper right corner.

In Communication Panel it is in the User Menu. The Supervisor Dashboard link in Communication Panel in configurable in System Configurator > User and Role Management > User Settings Template > Communication Panel Contact Center.

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.