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Dashboard for Talk

Planned


Posted Jun 12, 2024

Good Afternoon. I suggest that the Agent Activity for talk dashboard should display the Calls Missed and Calls Declined instead of clicking on the More section next to Calls Accepted.  Thank you.


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4 comments

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Sam Sanders

Community Product Feedback Specialist

Hey Mark,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Understanding missed and declined calls is crucial for inbound contact centers. Having this information readily available on the dashboard is extremely beneficial for immediate coaching and technical issue analysis.

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Widson Reis

Zendesk Product Manager

Hi Mark Castillo 

We plan to incorporate the talk dashboard into Explore. As part of this initiative, we will be looking into how to improve usability and add some critical metrics such as missed and declined calls. This is now on our backlog and will be prioritized accordingly next year. 

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Thank you so much, Reis. I appreciate it. 🙏

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