Feature Request Summary:
We would like to include immediate visibility on Agent Activity/Capacity directly from the Live Dashboard, without having to drill-in to the Agent Online/Away/Offline reports.
Currently, those in charge of running our day-to-day operation have multiple dashboards open at a time so they can effectively manage the operation. At this time, that includes the Chat Monitor dashboard (to view live stats), the Chat Visitor Dashboard (to view chats in the queue and last message sent/topic of chat), Agent Signed In Page and the Talk Dashboard (both to view agent capacity and status).
Ideally, we would like to see as much as possible of this on one dashboard. The Live Data available is sufficient to cover the live stats but we would prefer to not have to drill-in to data to view specific agent capacity/status and then drill-in further to access the chats. We would like this information visible on the dashboard.
Business Impact of Limitation or Missing Feature:
The current Live Data is okay for now, however the above features would be beneficial to our operation. It cuts down on clicks for those running the operation, allowing them to work more efficiently and with flexibility, so they know which agents can be moved when required.
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