Include Digital State of Agents
At the moment, agents show as "Available" even though they are handling digital contacts. We would like to request a feature to show the digital state of agents in the supervisor page and analytics.
2
votes
Jethro
shared this idea
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Jay
commented
Please reflect the Digital status in the "State" column. Like Available, Engaged, Pending-Disp, Lunch, etc a description of Chat or Email (or something similar) will populate in the same column. It is very confusing to see Available in one column, and yet have to look in a second column to identify that the agent is not actually available, they are engaged in a digital activity.