---
title: "What's New in the Contact Center Overview?"
description: "Learn about the new enhancements to the Contact Center Overview report."
url: https://support.brmbl.io/en/articles/10468801-what-s-new-in-the-contact-center-overview
collection: "Reports"
updated: 2025-07-24
language: en
---

# What's New in the Contact Center Overview?

Learn about the new enhancements to the Contact Center Overview report.

As we're continually looking to provide more with less - we've made the following changes to the **Contact Center Overview** to provide user with greater reporting fidelity with less page elements:

-   [New Conversation Handle Efficiency metric](#h_cbaafe6270)
    
-   [Combined the team and agent tables into 1 table](#h_b99220a40e)
    
-   [Enhanced the filtering capabilities](#h_9c775ac09a)
    

* * *

## New Efficiency Metric

Introducing the newest metric in Bramble:

'**Conversation Handle Efficiency**' or '**CHE**"

This metric is comparison of the 'total handle time' versus just the 'conversation output' based on the ITTs in the check-ins.

Calculation:

**_CHE = Conversation Output Hours / Handle Hours_**

![](https://staticfiles.gleap.io/helpcenter/68819d043496084e4796ea23/20250724172925_3441.png)

Where the current '**Contribution**' metric includes idle time, '**CHE**' excludes it to provide agents and leaders visibility into the efficiency of their conversations.

* * *

## Combined Data Tables

In the process of adding the new CHE metric we took the opportunity to enhance the user experience on the data tables by:

1.  Combining the team and agent table into the one table
    
2.  Including additional metrics to be visualization at both levels such as -
    
    1.  **Conversation Handle Efficiency**
        
    2.  **Conversation Output Hours**
        
    3.  **Handle Hours**
        
    4.  **Idle Hours**
        
3.  Allowing for column customization
    

To access and customize the table, simply click on the icon in the top-right of the table:

![](https://staticfiles.gleap.io/helpcenter/68819d043496084e4796ea23/20250724172925_5833.png)

Choose how you'd like the table grouped:

![](https://staticfiles.gleap.io/helpcenter/68819d043496084e4796ea23/20250724172925_2453.png)

Then select/deselect the columns you want displayed and hit '**Save**':

**_Pro tip: the order in which you select the columns is the order they'll appear in the table._**

![](https://staticfiles.gleap.io/helpcenter/68819d043496084e4796ea23/20250724172924_5899.png)

You'll then see the columns appearing in the table in the order you selected them:

![](https://staticfiles.gleap.io/helpcenter/68819d043496084e4796ea23/20250724172925_4970.png)

* * *

## New Report Filtering

Lastly, we've updated the filtering options to be consistent with other reports in Bramble. Where previously there was only the option to filter the report by '**Team**' or '**Person**', we've now expanded the filtering options to include '**Employment Type**', '**Org Unit**' and '**Tenure Range**':

![](https://staticfiles.gleap.io/helpcenter/68819d043496084e4796ea23/20250724172924_7014.png)

with the ability to layer filters by selecting '**\+ Add Filter**':

![](https://staticfiles.gleap.io/helpcenter/68819d043496084e4796ea23/20250724172925_8973.png)