We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.

Current Behavior:
The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.

Requested Enhancement:
Add the following to the Supervisor Dashboard:

1.Hold Status Indicator – A visual indicator that clearly shows when an agent has placed a call on hold.

2.Hold Duration Timer – A real-time counter showing how long the agent has been in the hold state.

Benefits:

Enables supervisors to monitor agent behavior more closely and identify unusual or prolonged hold times.

Improves real-time visibility and decision-making during active contact handling.

Reduces the need to toggle between multiple dashboards, improving efficiency and response time.

Use Case Example:
A supervisor monitoring a high-priority queue needs to ensure agents are not placing calls on hold unnecessarily. Having hold visibility directly in the Supervisor Dashboard will allow them to take proactive actions like coaching or intervening when necessary.