Show numbers of chats/calls waiting to be served in Realtime Overview
M
Monica Rangel
Merged in a post:
Realtime dashboard metric for new chats that are waiting for reply
E
Eager Cricket
A metric/tile in the realtime dashboard to show number of new chat cases that are waiting for a reply and how long they've been waiting
Shelton Wirth
Related: "Real time stands out to me as the tool's biggest weakness. For telephony, we need access to truly ""live"" data. Today we only see call data for interactions that have ended. This does not remove any swivel as agents still have to leverage amazon connect to understand current queue total."