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With the Call Waiting feature, agents can answer multiple calls at the same time. In Live and Explore, this capability is provided via data about your call center and agents’ activity. You can see several calls in progress in Talkdesk Live, and each agent’s status impact.  

Note: The On a Call status has priority over other statuses. If an agent enters ACW (After Call Work) and receives a call at the same time via DID (Direct Inward Dialing), the agent’s status will be On a Call. 

To give visibility to the overlapping calls, better organize reporting data and staff for shifts with more calls, you have three new metrics:

Overlapped Hold Time:

•  You can see how long a given call was on hold while the agent was handling another interaction. 

Overlapped ACW Time:

• You can see how long an agent was on ACW (After Call Work) while they were on another interaction when handling multiple interactions. 

Is an Overlapped Interaction:

• This dimension gives you the ability to know which interactions from dedicated lines overlapped with other interactions when handling multiple interactions.

Note: These new metrics will be only available for Contacts to Create, Custom Reports & Dashboards. 

Use Case

Agent Paul from a Contact Center answered a call that can be an inbound or outbound call and has a handling time of seven minutes. We will assume an agent can’t have some calls with ACW and others without. 

Then, Paul receives another call, which starts at the second minute of the first call and ends one minute earlier than the first one ends. This call has a handling time of five minutes, and also lacks associated ACW.

Paul receives a third call, which begins at the third minute of the first call, ends two minutes before the end of the first call, and is disconnected by the caller after two minutes on hold. It has a handling time of five minutes, and the ACW time for this call is 2 minutes. 

In Live Contacts List, we can see three interactions associated with Paul, and in Live Agent List the status is On Call. 

Important Remarks: 

• For the time being, the feature Monitor in Supervisor Actions is unavailable. 
• Regarding External Devices compatibility, if the external devices are marked as ON when a direct call or dedicated line doesn’t reach an agent then it will be displayed as abandoned in the Contacts Dataset. 
• In a scenario where an agent receives more than five consecutive calls, the following calls will appear as “missed”.  
• If an agent skips ACW, the interface could be stuck and new ACD calls (Automatic Calls Distribution) are rejected. The call will be reported as status=terminated and data status = damaged. Please note that dedicated lines don’t apply for this use case. 
• If an agent refreshes the conversation app, all the calls on hold will be stuck in the Live widgets and the agent won’t be able to access the calls on hold again.