I love using the Talk Dashboard to track when calls are coming in and my agent's activity. However, it would be great to see calls in queue by IVR destination. There have been several times where there is a call waiting in queue, but when I check to see who is online, it appears that all IVR groups are covered. It would be helpful to know where a call is headed so I can make sure an agent is online in that queue.
It would also be great if you could apply IVR destination as a filter. For our company we have two call centers, one clinical and one customer support. I would like for the clinical call center manager to manage their calls and me to manage the support calls. We share numbers, but have IVR destinations for clinical and support.
This is a high priority for me as a manager because I spend too much time trying to track things down, when it should be easy to track.
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