What's new?

Release notes 109

Table of Contents

New features overview

Real-Time Insights: Handle Time, CSAT

The Real-Time Insights bar enables agents to monitor their own performance data in real-time. We have added two new metrics:

  • Average Handle Time: Average time agents have been working on a conversation.
  • Average CSAT score: Once a customer gives feedback by filling out a CSAT survey, this metric will be updated immediately. Giving your agents important insights into their own performance.

Admins can make the Real-Time Insights available to users in SettingsAgent WorkspaceReal-Time Insights.

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