There may be improvements around agent management. Recently, I heard that Acqueon significantly upgraded how it calculates agent availability in the UI. Previously, the system only looked at agents who were completely idle before dialing. The vast improvement is in the agent systems, which they have already made, so I don't think there is anything to add in that area. The dashboard could improve because it was a bit rigid. Whenever my operational team needed to create a unique minute or hourly performance view during our critical time, we had to rely on complex custom data filters, which slowed down immediate decision-making.
