Contact Center Reports have been enhanced to include a new Performance Snapshot section, giving supervisors and admins a consolidated view of call handling efficiency and agent responsiveness.

The snapshot surfaces key metrics — including Call Completion Rate, Avg Queue Wait Time, Avg Call Duration, and Callback Fulfilment Rate.

Metrics update dynamically based on selected filters and time range, helping teams make data-driven decisions to improve customer experience.

For more information, visit our knowledge article.