Henry Mahncke

It would be very helpful to have specific Talk metrics available in Talk tickets. For example, each ticket has wait time, hold time, answer time metrics associated with it, as well as information about agents offered the call who did not accept it and so forth; however those metrics are not available when viewing a ticket; they can only be accessed in aggregate in Explore dashboards.

Making these metrics available on individual calls would help admins (and agents) diagnose SLA issues and understand agent availability issues.