Enhance analytics by including consult rejection and timeout rates

Important

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Enabled for	Public preview	Early access	General availability
Admins, makers, marketers, or analysts, automatically	-	-	Oct 31, 2024

Business value

Supervisors need to understand if their agents are supported by tier 2 agents when they request a consult. Currently, there's no way to determine whether a consult request was rejected or whether it timed out, since this data isn't persisted in Dataverse. Giving supervisors access to this information is critical for contact centers for their training and monitoring.

Feature details

Key capabilities of this feature include enhancing the out-of-the-box historical and real-time analytics by including consult request rejection and timeout rates.

Additional resources

Use Omnichannel for Customer Service metrics - Consult (docs)