darinl
4 days agoNew Member
Status:
New
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.