Interaction Supervisor enhancements

Skill Information

This feature allows supervisors to see and filter on skills from the workgroup directory views in the Interaction Supervisor module in IC Business Manager. Customers who use skills-based routing can now see agent skills directly within the directory views.

New Statistics

The following statistics are new to workgroup views in SU 3:

•  Longest Hold Time

•  Interactions Held

•  Interactions on Hold

•  Average Hold Time

•  Total Hold Time

•  Agents Logged In + Activated

Call Activity View

Interaction Supervisor includes a new Call Activity view. This view allows users to see all call activity for lines or stations.