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Permissions to edit status in live time



Posted Aug 14, 2024

As a team lead, wfm manager, or operations manager, I would like to be able to edit an agent's wfm status live time rather than edit after the fact.  This feature affects all users of the wfm tool and the data.

 

An agent may forget to change their status when they go to break or leave for the day. Having to wait until later to edit the status to accurately reflect the situation opens the door for more human errors. 

 

While automations are helpful, they do not serve all use cases and the change state may not be identical for all situations.

 

I would like an option to grant the leads permission to change an agent's status live as it aligns with omnichannel routing and the functionality in the reporting.


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