Hello. The call center I supervise is broken down into multiple departments. Each department has several different phone numbers that customers can call, and each department has multiple groups. It would be nice if those phones numbers can be grouped together by department for ease of monitoring. For instance, if I want to see how many calls are coming into one department, I have to select multiple phone numbers, and then if I want to see which agents for those phones numbers are currently available or on a call, I have to select multiple groups.
Being able to group these different numbers and groups into a single department and being able to select one department and filter for all of this information would help me keep an eye on all of these different aspects of the business.
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