Real-Time Table Enhancements

February 5, 2019

What is it?

Several enhancements have been made to the existing tables in real-time reporting for an improved user experience. These changes include additional columns available to select to show in tables and more filtering options. Details on the changes for each table are listed below.

  • If you have any of these tables on custom real-time dashboards, remove the tables and re-add them to the dashboard to see changes.
  • Any column selections that you’ve made previously are replaced with the default column selections with this release. Following the release, you can update the tables again to show and hide columns according to your preferences.

Agent State Table

We’ve made the following updates to the Agent State Table:

  • The following columns have been renamed:
    • Resource column is now called Agent
    • State column is now called Presence State
    • Current State Duration column is now called Time in Presence State
  • Added: Offered, Accepted, Rejected, Accepted Rate, Away Time, and Away Rate columns.
    • The values for Offered, Accepted, and Rejected are for the agent’s current session.
  • Set the Agent, Groups, Skills, Presence State, Time in Presence State, Reason Code, and Direction to show by default. You can remove these columns from the table if desired.
  • Set the Offered, Accepted, Rejected, Accepted Rate, Away Time, and Away Rate as optional columns. They don’t show in the table by default, but you can add them if desired.
  • You can filter the Groups, Skills, Presence State, Reason Code, and Direction columns. You can now select multiple values to show in the column. Previously, you could select only one or all values in column filters.

Interactions Completed Table

We’ve made the following updates to the Interactions Completed Table:

  • Added Queue, Channel, and Flow as optional columns. They don’t show in the table by default, but you can add them if desired.
  • You can filter the Queue and Channel columns. Multiple values can be selected to show in these columns.

Interactions in Conversation Table

We’ve made the following updates to the Interactions in Conversation Table:

  • Added Queue, Channel, Direction, and Start Time as columns.
  • Set the Interaction ID, Agent, In Conversation Time, Queue, Customer ID, and Contact Point columns to show by default. You can remove these columns from the table if desired.
  • The Flow, Channel, Direction, and Start Time columns are now optional. They don’t show in the table by default, but you can add them if desired.
  • You can filter the Flow, Queue, Channel, and Direction columns. Now you can select one or more of the column’s values to show.

Interactions in Queue Table

We’ve made the following updates to the Interactions in Queue Table:

  • Added Interaction ID, Contact Point, Avg Answer Time, Direction, Flow, and Start Time columns.
  • Interaction ID, Queue Name, Contact Point, Customer Identification, and Avg Answer Time columns show by default. You can remove these columns from the table if desired.
  • The Channel, Direction, Flow, In-Queue Time, and Start Time columns are now optional. They don’t show in the table by default, but you can add them if desired.
  • Removed the Queues filter that appeared at the top of the page.
  • You can filter the Queue, Channel, Direction, and Flow columns. Now you can select one or more values to show in these columns.

Interactions in Routing Table

We’ve renamed the Interactions in Routing Table to the Interactions in IVR Table. Additionally, we’ve made the following updates:

  • ANI column is now called Customer ID.
  • Added Channel, Contact Point, and Start Time as columns.
  • Set the Interaction ID, Customer ID, Contact Point, and Duration columns to show by default. You can remove these columns from the table if desired.
  • The Flow, Channel, and Start Time columns are now option. They don’t show in the table by default, but you can add them if desired.
  • You can filter the Flow, Channel, and Direction columns. You can now select multiple values to show in the column. Previously, you could select only one or all values in column filters.

Queue Details Table

You can now filter the Queue column in the Queue Details Table to show one or more queues. For example, if you want to show two of your queues, you can click the drop-down menu in the Queue column header and select the checkboxes next to the two queues that you want to show.

Key Benefit(s)

Real-time table enhancements provide greater flexibility and enriched insights.