Ring Strategy and Agent Activity

It would be nice in the agent activity section of the queue dashboard to see a timer that corresponds with the ring strategy. If you are using the "Longest Call Wait" strategy, there would be a timer reflecting that. You could do something similar with "Longest Inbound Wait" as well.

Also, a similar thing could be done with the "Fewest Answered" and "Fewest Aent to Agent" ring strategies. Instead of a timer, you could show the number of calls in the 24-hour period.

I would think these would be extremely helpful on the Supervisor Dashboard.

Contact Center Features

KateG
GoTo Manager
2 years ago
Status changed:
New
to
Reviewed by moderator
jstrittmatter thanks for sharing your idea, I will be sharing this with the team, in the mean time we will leave it open for votes and comments from the Community.
KateG
GoTo Manager
2 years ago
Status changed:
Reviewed by moderator
to
Investigating
The team is looking at agent-specific measure reporting for the future, for example measures like # of calls handled, first response time, etc. In this type of reporting, understanding the number of calls an agent handles or other metrics vs. their peers becomes clearer. We will also consider possibilities around real time visibility.