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Added Team based filtering and tooltips to many Flow Operations standard reports. If a report can filter on applicable Agents, it can filter on Team as well.Status colour Blue title Quality of Life
Reordering of some reporting fields and tooltips for better organization and in some cases more intuitive hierarchy nesting. This does not affect what fields are included in Crosstab (CSV/Excel) exports, just the visual presentation in tabular reporting. An example of this would be in the Queue Assignment report, which now nests all agents according to Queue then Assigned Team.Status colour Blue title Quality of Life
Added Assigned Team field to Queue Assignment Flow report. This will create a nesting hierarchy of all agents who are assigned to the applicable Team(s).Status colour Green title Enhancement
Added Team field to Talk Time Flow Operations reports. This will create a nesting hierarchy that implicitly groups any selected Agents under the same Team provided the Team is included in filtering.Status colour Green title Enhancement
Added Longest Wait Time aggregation field to Call Volume reports in Flow Operations standard reporting. This helps put a better perspective on the Average Wait Time. We generally do not care much for the Shortest Wait Time as we know what the smallest possible value is. Longest Wait Time over an interval could indicate an extreme outlier juxtaposed against the Average. This generally makes for more interesting and useful comparison.Status colour Green title Enhancement
Added documentation providing guidance on certain Flow Operations standard reports for interpretation.Status title Documentation
Added a Status Changed By filter option in Agent status activity reporting for Flow Operations. This allows a user to see all status changes (and durations) that were performed at large, by the agent or a supervisor manually, or specifically only by Flow automatically. This helps give some perspective on how much of a reported agent's status times and status changes are occurring as a normal course of operation.Status colour Green title Enhancement
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