Lee

I agree on this as some of our call groups we would like to prioritize. 

making availability for certain groups only or prioritizing groups would help. 

 

Reporting on both Chat and Talk to see how long people are on specific statuses (online, away, wrap-up time) is needed asap. Working from home team managers are having such a problem measuring employees on metrics that are not available in zendesk. 

Also how many missed calls per agent and group. with details of the time, requester, etc of the missed call.