Update Agent State in Real-Time Dashboard of Analytics
As a manager, I utilize the real-time dashboard in analytics to monitor my agents. I would like to be able to change the agent's state from this screen in analytics, rather than the supervisor tab within the contact center. Currently I have to log into the queue as a supervisor in order to change the state of an agent. When logging into the queue it skews the stats of how many agents are in the queue as I do not take calls.
Ashley
shared this idea
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Ashley
commented
Hoping to comment to push this suggestion higher. On the Real-Time Agent Dashboard, you can monitor staff but still are unable to change an Agents State. One should not have to log into the queue as a supervisor in order to change the state of an Agent. Logging in as a supervisor as I indicated above increases the number of Agents Staffed, which then skews this data.
We should be able to click on the State and change it. -
David
commented
I was about to make this suggestion and found Ashley's request first. It is a huge time waster to have a dashboard running and not have a tool bar at the top of the window only accessible or even viewable by supervisors. Anything that can be done in the Agent Supervisor Window should be viewable and executable from a Supervisor Tool Bar at the top of a dashboard. Other companies with similar products do this function in the manner described here. IN ADDITION, the supervisor should be able to change an Agent to ANY state that is part of their particular dashboard. That includes making an agent available if they forgot to set a disposition.
