Mylin Wright

We use custom fields to organize our users. It would be helpful to be able to use these custom fields to as filters when looking at both Talk and Chat data. 

For example, we have our users organized in teams. We if want to see how a specific team is preforming, we cannot just view that team's data without sorting by specific individuals - which can be a dynamic list. 

During a live call, it sometimes becomes necessary to place the customer on hold. When that happens, it would be a helpful feature to be able to see how long a customer has been placed on hold. 

While hold times could be tracked through third party timers, it would be a more convenient for a timer to immediately and automatically start when the call is placed on hold.