Contact center

New Connection column in performance views

Contact center managers can now view the number of interactions that originated in a particular location, such as a DNIS, in the DNIS Performance, Queue Performance, and Agent Queue Detail views. The new Connection column helps managers get an accurate count of the number of interactions that originally entered that location per queue. For more information, see DNIS Performance view, DNIS Performance Detail viewQueues Performance Summary view, Queues Performance Detail view, and Agents Queues Detail view.