Remember Agent Selected Voice and Digital Queues at Next Login Checkbox
I would like to suggest and enhancement to simplify the agent login experience when agents are assigned to multiple queues but only need to be available for a select few.
For example, all queues assigned to an agent are automatically selected when the agent signs in. If the agent only needs to be available for one or a few of those queues on most days they would need to deselect the majority of queues each time they sign in.
Adding a “remember selected queues at next login” checkbox would remove the need to select/deselect queues for an agent at next login if they need to generally make themselves available for the same queues at each login simplifying the process and Agent experience.
Malcolm
shared this idea
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Malcolm
commented
I wanted to elaborate on this idea a bit to help clarify what is currently missing.
While agents can manually choose their queues in "Session info" (as shown in the attached screenshot), the issue is that those choices don't carry over to the next session. Every time an agent logs in, the system defaults back to all of the agent's or supervisor's assigned queues. This means they must go in after every new login and manually deselect the queues for which they do not need to be available.
What we are really looking for is a way to make those selections persist between logins, like a "Remember selected queues" checkbox. This becomes particularly useful for supervisors, for example, who are assigned to multiple queues for visibility of the queue stats but only need to make themselves available to accept inbound calls and digital interactions for a select set of those queues.
