Product Updates
Reporting API End Points (RTA / WFM Historical)
ReportingWhat is it? Realtime Adherence (RTA) Data: Retrieves agent state information that third party WFO systems can use to monitor…
Read MoreThird Party IVR Abandons in Historical Reporting
ReportingWhat is it? Third Party IVR Abandons are now visible within historical reporting. This statistic measures the number of interactions…
Read MoreInteraction Segment Reporting
ReportingWhat is it? Interaction segments are legs of the interaction that are associated with a single agent. For example, if…
Read MoreReporting for Agent Presence Reasons
ReportingWhat is it? Two new standard reports are available for agent presence reasons: Agent Presence Reason Summary: Lists each agent…
Read MoreNew Script Reports
ReportingWhat is it? The following new script standard reports are now available: Script Detail: Shows script questions and the answers…
Read MoreUpdates to Add Participant and Transfer Reporting
ReportingWhat is it? The following Add Participant reporting statistics are now available: Add Participant Handed Off Count: The total number…
Read MoreThird Party Reporting
ReportingWhat is it? The following measures and attributes for occasions when a third party receives a transferred an interaction or…
Read MoreReporting for Customer Hold Abandons
ReportingWhat is it? The following statistics are now available in realtime and historical reporting: Customer Hold Abandons: The number of…
Read MoreReporting for Focus Time
ReportingWhat is it? Focus Time is now available in historical reporting. Focus Time is the length of time that an…
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