Focused time window filter: The default view now shows data for the last two hours, with selectable ranges of 1, 2, 4, 6, 8, and 2 hours, today, and 24 hours (instead of full day or 24-hour range), giving supervisors a sharper view of current contact center activity and performance. It's applicable to Omnichannel real-time analytics and Real-time analytics for record routing.
Business unit level filter: Enables a comparison across business units and allows users to isolate metrics for a specific business unit, supporting more targeted operational insights. This filter is available under visual and data model customization and is supported on the following dashboards:
1. Customer Service Historical Analytics
2. Omnichannel Historical Analytics
3. Omnichannel Real-time Analytics
4. Real-time analytics for record routing
Agent report enhancements: Includes visibility into idle agents in real time, helping supervisors identify underused resources and rebalance workloads quickly.