Add live reporting of all Agent Statuses with Omnichannel routing
Feature Request Summary:
You can see the live data filters for agent statuses with explore but these only currently show online and offline for those with Omnichannel routing enabled.
You can see live agent status for Talk etc and these include all statuses but not for support with omnichannel. This means I can't see any agents who are in "Away" or "transfers only" status or any custom statuses I add.
Description/Use Cases:
I want to be able to see live agent statuses in explore for all my agents. Currently I can only see online and offline statuses which means I miss any agents who are not in those 2 statuses.
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Hi Jordan, thanks for raising this question. We are currently extending the Live data metrics to support Omnichannel Agent statuses as well. I will post an update when we get closer to release. Best, Liv
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Is there any update on this?
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Hi Jordan, we have just added the following support for Omnichannel Unified Agent Status in Explore
Live reporting: Seeing live agent status and activities
Live data widgets for Explore dashboards
Please let me know if you have any feedback. Thanks, Liv
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