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For information about filtering the consult list by group, see Consulting with a third party.
Personal queue calls in any state
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- New Agent metrics: Groups, Skills, and Location. These additional agent metrics help Dashboard users understand which agents are available with the right skills, and in the right groups and locations.
- Widget configuration user interface improvements. Before Summer '19, the widget configurator contained seven different data types; some metrics appeared in multiple data types. Since Summer '19, metrics are organized by three data types:
Agents
Queues
Interaction Details
Metrics can be grouped—by location, status, media type, and so on—to provide different views of the data as applicable to the chosen metrics.
- Display filters. In addition to filtering out specific data in widgets using groups and skills, administrators will also be able to filter out specific groups and skills from the display.
- Insights Data Source Mapping. If data source data is available for interactions, administrators will be able to configure their NewVoiceMedia account to make that information available as custom metrics in Dashboards. When configured, this information is also accessible through the Insights Stats API.
For more information, see Viewing mapped data source data in DashboardsReal-time Analytics and Data Source Mappings.
For details about the enhanced widgets, see DashboardsReal-time Analytics.
Conversation Analyzer enhancements
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For information about Cadence, see see Cadence.
Skype for Business: presence integration
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