Agents Online Tab in Dashboards
I hope someone may be able to shed some light on this.
One of our Dashboards shows us the number of agents currently Online and available to take incoming calls. However, the number includes those that are already On Call.
This isn't ideal as it leads us to beleive agents are free to take calls when they aren't.
Does anyone has any suggestions of ways to make this more accurate?
Thanks for your feedback!
Currently, the only way to see who is online and connected to a call, it is by drilling in the available agents value.
For more information, please visit: Agents online. This metric is checking only the online status of the agent in a call or waiting for a call, only changing this status to a different value, will make a change in the data displayed.
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