20 May, 2020
New Features
Calls answered in 20 seconds - The new ‘SLA-20s’ statistic will measure the number of inbound calls answered within 20 seconds; from the time the call enters the TCM queue (not the IVR) to the agent answering the call.
Improvements
Service Level stats (SLA 15s/30s/45s/60s) calculations have been improved by measuring from when the call enters the TCM queue, excluding the time in the IVR; as it’s not currently possible to control how long a person spends within an IVR.
Although we advise never to change the registration state while on a call, we have now put some further safeguards in place if it does happen - improving the agent's experience.