Update to the Virtual agent dashboard for wait-time virtual agent metrics

Update to the Virtual agent dashboard for wait-time virtual agent metrics

The Virtual agent dashboard includes the following new tiles to measure the activity of wait-time virtual agents while end-users wait in queue:

• Total VA In-Queue Interactions (calls only): the number of calls where wait-time virtual agents were active while end-users were in a queue • Total VA In-Queue Time (calls only): the total time that wait-time virtual agents were active while end-users were in a queue • Avg VA In-Queue Time (calls only): the average time that wait-time virtual agents were active while end-users were in a queue

For more information, see Virtual agent dashboards.