Talk Agent Status - Sort featurePlaneada
Currently, when reviewing the Talk Agent phone status on the Talk Dashboard, it lists people in this order: on call, online, off-line, away, transfers only. This sort order doesn't make any sense. I'd like to be able to see agents in the order of their participation within talk. On call makes sense being first - that's full participation. Online then comes next - these are idle agents away a call. Then transfers only or away (I can be fine with either order on these 2). Transfers only will primarily be used for leadership, or occasionally by our bi-lingual agents who can be available for a non-English call, but are otherwise working on other activities. Away would tell us someone is at work, but currently on break, lunch, or working on other tasks. They can be pulled back to the phones or will be available again shortly. The dashboard is already pretty clunky - I found a google chrome extension to make it easier, but there's still a bit of hunting or scrolling to locate all of our agents currently logged into Talk. Is this something that can be rectified?
Thanks for the feedback. I agree that the current Talk Dashboard is not ideal for reviewing the Talk Agent phone status.
We are currently making a lot of changes in this area (agent statuses and reporting) so expect to see some improvements over the coming months.
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