Product Updates
Reporting 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…
Read MoreCustomer Identification Filter in Standard Historical Reports
ReportingWhat is it? We've updated the Customer Identification filter in standard historical reports. Previously, it was a checkbox filter that…
Read MoreDirection Filter Added to Standard Reports
ReportingWhat is it? We've added a Direction filter to the following standard reports, which enables you to filter by inbound…
Read MoreAdditional Localization for Statistics in Skylight
ReportingWhat is it? Localization is now available for additional reporting statistics in the following supported languages: German - Germany (de-DE)…
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