A closer look at three areas of the ECC 6.10 release that change what you and your team see and do every day — better numbers, faster answers, and fewer workarounds.
📊 Dashboards & Statistics
A more precise queue monitoring dashboard
We rebuilt Queue Monitoring on top of 5-minute interval data instead of the old fixed 12-hour window, so it reflects your actual operating hours rather than a generic rolling window. The underlying data source is also far more precise than before — it now tracks every queue transfer and wait interval individually, rather than collapsing an interaction down to its last recorded state, which could understate wait times and connected-call counts, especially during busy periods.
What you get:
- A live view that refreshes every 10 seconds — queued interactions, agents on a call, available, on break, and the oldest interaction still waiting.
- A historical view in 5-minute detail — queue performance, SLA distribution, handle-time distribution, and volume trends.
Known limitations we’re actively working on: the SLA threshold is currently fixed at 20 seconds (a configurable threshold is on our roadmap), and average wrap-time in this view is a slight underestimate that we’re continuing to refine.
A dashboard built for Group Managers, not just admins
If you manage a group or team rather than the whole floor, you now get your own call-performance dashboard — not a cut-down version of the admin view. Filter by date range, group, campaign, or call type, and see connection rate, average call duration, abandoned calls, and average wait time at a glance, plus a sortable table comparing every agent on your team. There’s also a dedicated view of inbound queue health, so you can catch SLA problems before they become escalations.
Agents can now see what “effective” actually looks like
Self-monitoring dashboards for agents now split every metric — inbound, outbound, callback, chat, everything — into Connected vs. Not Connected. Instead of one blended number, agents can see how much of their activity is actually landing, which makes coaching conversations a lot more concrete.
📈 Reporting Enhancements
Reports that reflect who was actually on your team
If people move between groups, your reports should reflect that — not just today’s org chart. Call History, Call Detail, and ACD reports for Group Managers are now scoped to who was really in your group and when, for the exact time range you’re looking at. Change a report’s date range and the agent list changes with it, correctly, every time.
Reports in your timezone, finally
If your team isn’t on IST, your 6x reports now display in your actual configured timezone — including tricky edge cases like midnight rollovers and Daylight Saving Time shifts. This already worked on our 4x platform; it’s now consistent everywhere.
Two accuracy bugs, fixed
We found and fixed two edge cases that were quietly corrupting Call Detail data: a rare scenario where a call bounced between agents could show negative ring time, and a timing issue that occasionally dropped disposition history from outbound manual-dial calls. Both are now resolved.
🔗 Integrations
Bring your own SSO, without the hardcoding
If you authenticate agents through your own CRM, you can now configure that login flow with custom parameters instead of being boxed into a fixed set of hardcoded headers. Your existing setup keeps working exactly as before — this just removes a constraint for anyone building a more tailored SSO flow.
Quality scoring that’s fully wired in
We completed and validated end-to-end integration between ECC and our AI-driven Conversational Quality Assurance (CQA) for voice campaigns — connectivity, data flow, and workflow all confirmed working together, and closed a reporting gap so CQA scores, AI justifications, and quality metrics now show up correctly in your ECC reports instead of living only in a separate system.
APIs that speak your language, not our internal ID scheme
If you’ve integrated with our Lead and Lead-Assignment APIs, you can now use the same lead and user IDs you already see in the product — no more translating to internal mapping IDs behind the scenes. Nothing breaks if you’re still using the old IDs; this is a purely additive change, with more of the same planned as we continue simplifying our public APIs.