November 28, 2018


Contact center

Improved Queue Observation API metrics in Queues Activity views

Queue Observation API improvements give the Queues Activity views more accurate real-time observation metrics. With the improved metrics, the displayed number of agents in a certain routing state or status now match the number of agents listed. For more information, see Queues Activity views in the Resource Center and Analytics overview in the Developer Center.

Export data from agents evaluation views 

Contact center managers can now export data to a CSV file from the Agents Evaluation Summary view and Agents Evaluation Detail view. Managers can share the exported file with others in the contact center and use it to further analyze contact center performance. For more information, see Export view data.

Export data from Abandon Intervals Metrics view 

Contact center managers can now export data to a CSV file from the Abandon Intervals Metrics view. Managers can share the exported file with others in the contact center and use it to further analyze contact center performance. For more information, see Export view data.