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Bring back the ACD Agent queue drill down feature in Supervisor dashboard
This was a feature that worked up until about middle of November 2025 and was super handy.
Inside the Supervisor Dashboard, under the call queues you used to have the ability to click on the agents logged in and view who was waiting for a call, who was on a call and the details of the call id, etc. It was very handy to be able to view just the agents in that particular queue from that screen.
Unfortunately, you now need to go to the 'Overview' tab and scroll down to view agents details, ID, hold time, talk time, or log agents in here. Doing it this way means all my queue's agents are listed together - rather than separated by their respective queue memberships. This makes it harder to discern which agents belong to which queue.
Hi darinl Welcome to the Community,
I moved your post to the discussion board. This feature hasn't been removed. If you click the header on the card, you can get that table view. Have you tried a different browser and/or logging out or back in?
If you are still unable to see it, you can contact our support team who can review further with you. Thanks for your report!
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Thank you KateG. I know I looked on multiple OS (Win7, Win10, Win11). And viewed through browsers edge and chrome. I can't believe how I missed that, because I was searching! I do see the hyperlink to my queues' just as you described and I am overjoyed to have that back in my toolbox again!
Hi darinl Welcome to the Community,
I moved your post to the discussion board. This feature hasn't been removed. If you click the header on the card, you can get that table view. Have you tried a different browser and/or logging out or back in?
If you are still unable to see it, you can contact our support team who can review further with you. Thanks for your report!
