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Drill-in On Omnichannel Routing Queues Dashboard
Posted Sep 04, 2024
Feature Request Summary:
We would like to be able to drill-in on the work in queue for each queue configured inside of the dashboard.
Description/Use Cases:
Our team leads, responsible for managing day-to-day operations, currently need to juggle multiple dashboards to effectively monitor work queues and understand the nature of tickets waiting to be addressed. They rely on different views and dashboards, such as the queue dashboard, Live performance by channel dashboard (for agent statuses), and regular views inside of Zendesk for their groups. This setup is cumbersome and not intuitive, requiring them to switch between interfaces constantly.
Ideally, we aim to consolidate this information into a single, unified dashboard - we've got some way there combining statuses + queues on one dashboard. But the lack of drill-in means that leads are still switching back to views to check the same information that is in queues.
Business Impact of Limitation or Missing Feature:
The current Live Data is great, however having a simple drill-in to the tickets would be beneficial to our leads work. It cuts down on clicks for those running the team, allowing them to work more efficiently, so they know which agents need to be moved to accomodate different work.
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2 comments
Shawna James
Hey JB,
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Nick S
+1 on this. As our queues grow it would be helpful to see the exact tickets in queue and their order within said queue.
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