The Live Dashboard / Waiting Room widget now updates every 30 seconds. This prevents the temporary display of inaccurate data (such as negative times).
Fixes
A bug whereby calls were marked incorrectly as missed after being answered, transferred to an agent and hung up by the customer has been resolved.
A bug that resulted in the incorrect calculation of wait time amid call transfers has been resolved.
Notes
The answered call count may be higher in the Agent Activity report vs Waiting Room / Interaction report because, if a call was transferred to an agent directly (such as from another department), it also counted as an answered call. For example, if a call comes into Sales and the agent there transfers it to New Business, there will be one call in the Interaction Log report and one call reflected in the Waiting Room, but the agent in Sales and the agent in New Business will each show one call against their count for calls answered that day. In other words, one call in the Interaction report results in two counts in the Agent Activity report because of the transfer.
