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Status Under review
Created by Alisa Carson
Created on May 20, 2022

Display active call lengths for ongoing calls

There should be a way to see how long an agent has been on their current call. This would be benefical to managers/leads to be able to monitor so that they can accurately staff the queues, resolve issues, etc. For example, if a manager sees that their agent has been on a call for an extended period of time, they would know they need to perhaps reach out to the agent and see if there is any way they can assist the agent or if there is an issue that needs attention. Most voip and phone system companies have this feature come standard with their systems, and it seems like it would be easy to implement. This would be beneficial in the Live Reports Analytics and/or the HUD in the app.
  • Richard Keith
    Aug 16, 2022

    This will be a great benefit!