Improved the Real-time Calls and Real-time Chats dashboards

Improved the Real-time Calls and Real-time Chats dashboards

We made the following dashboard improvements:

• Real-time Calls - Calls Connected dashboard. Added the following columns to the Connected Calls table:
• Total Consumer Talk Time. Total time since the call first connected to a virtual agent or a human agent.
• Total Hold Time. Total time the call has spent on hold so far, including a hold currently in progress.
• Real-time Chats - Chats Connected dashboard. Added the following column to the Connected Chats table:
• Total Consumer Chat Time. Total time since the chat first connected to a virtual agent or a human agent.