The following changes have been made to the team-leader dashboard.
1. On the live dashboard, you can now view the following under the Not Handled tile:
- a display of the total number of calls that have not been handled
- the number of calls abandoned, the number of calls that ended with the caller requesting a callback and the number of calls ending with the caller leaving a voicemail message
NB: Ensure that you have selected the correct dropdown for the work type and service you want to view.
2. The Total Received tile shows you the total number of interactions for that work type and service.