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Live Dashboard - September 28, 2015

Overview

This page provides a description of the changes to Live Dashboard. Changes are classified as:

  • Bug fix—refers to fixes that have been made to resolve problems in existing features and functions.
  • Enhancement—refers to improvements made to existing features and functions.
  • New feature—refers to new features and functions.

Release date

These changes to Live Dashboard will be released to customers on September 28, 2015.

List of updates

Type of Update Description
Enhancement #1

Improved performance of metrics—The following metrics are now updated every 20 seconds:

  • Offered Today
  • Queue Now
  • Long Queue Now
  • SL % Today
  • SL % 45s Today
  • Duration
  • WrapUp Now
Bug Fix #1

Issue—The Duration metric for Idle Agents on the Agent Detail panel was being reset every 20 seconds.

 

Fix—This bug fix ensures that the Duration metric no longer resets every 20 seconds.

Bug Fix #2

Issue—If an administrator changes agent attributes Live Dashboard does not display the correct statistics when agent attributes are refreshed.

 

Fix—This bug fix corrects the issue.

Bug Fix #3

Issue—In Call Centers that are not in the Eastern Standard Time time zone, the value of Historical Hours is not properly calculated after a date is changed.

 

Fix—This bug fix corrects the issue.

Known Issues

Live Dashboard has the following known issues:

  • Queue Now Summary and Queue Now Session Detail are not in sync. Queue Now Summary more accurately shows the count of calls in queue. However, the Queue Now Session Summary & Queue Now Session Detail section are on different refresh rates.
  • A condition with the Live Dashboard event feed causes a few calls to not be counted as offered. This is limited to call attribute filters.
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Last modified
07:57, 27 Sep 2015

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