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Contact Lens, quality, and analytics — Working

Trace records, real-time boards, and an empty transcript.

Read a CTR before you build a dashboard

The CTR is the finished contact. Real-time metrics are a picture of now. They answer different questions.

Real-time boards and historical intervals

Service level is a historical interval unless you say you are looking at the live queue.

Configure conversational analytics and fix the empty transcript

Analytics that is not enabled on the contact produces an empty search and a false 'the feature is down'.

Sources and go deeper

sources.json (an-ctr) sources.json (an-metrics) sources.json (eco-lens-ops)