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Visibility of Agent Activity/Capacity on Live Dashboard
Posted May 23, 2023
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.
Description/Use Cases:
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.
8
6 comments
Amelia
Agreed. It is a pain having to drill in each time. You should be able to have the data expanded as a default option.
1
Ian Marston
Agreed
We use Omni Channel Routing (OCR) and would like a simple dashboard to show agent unified status, channel and capacities without having to click/drill-in a level down on the data point.
Additionally a way to report on agent OCR and unified status historically would be great
e.g.
Agent filter
Date filter
Unified Status / Timestamp started / Timestamp ended / Messaging capacity when ended / Email capacity when ended...
0
Agnieszka Czajka
Hey Kurt Booth-Williams thank you so much for your feedback. We do plan to bring agent status and capacity table directly to dashboard in 2024.
2
Kurt Booth-Williams
Hey Agnieszka Czajka. I wanted to check whether this was still slated for a 2024 release and whether it would fall in Q3 or Q4? It'd be great to know so we can inform our operational teams as this is a source of frustration currently
0
Anton Van Heerden
Any update on adding this report to the dashboard?
0
Agnieszka Czajka
I would like to give update to all of you interested in this feature. This functionality is still on our roadmap but the delivery date has changed. We plan to deliver it in 2025 - currently looking at H2.
1