Real-Time Dashboard Should Include Transfers
After noting our real-time SLA's were not mirroring historical data, it was queried with techsupport where the discrepancy lies. We were advised this was due to queue transfers and the real-time dashboard only reflects interactions that ended in that queue.
This is unrealistic for many business and makes it hard to manage SLA's effectively. We transfer to multiple other departments alongside using an out-of-the-box CSAT queue transfer.
Real-time should reflect EVERYTHING answered within that queue regardless of whether it was transferred to another destination as the SLA would still qualify in that queue given it's been dealt with.
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Rebecca
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