Analytics Real-Time Dashboards - Add a Real-time Agent Widget Organized by Queues
It would be helpful to be able to create a widget/tile for individual inbound queues. Each row of the widget would show the agent name and their interaction data just like in the Real-time agent widget. Except we'd be able to instantly see the names of all the agents signed into each queue as these widgets would dynamically update as agents are assigned/unassigned to the queues.
There is an existing "Inbound" widget which only "provides a row of overall metrics for each inbound queue"
Jorell
shared this idea
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Jorell
commented
Following up on this,
Every time an agent changes queues, all of our supervisors have to update their dashboards so that they can see who all are members of the queue.
A new copy of the dashboards have to be sent out to all other supervisors every time because dashboards aren't shared.
This is a lot of time wasted. Supervisors should be able to see in real time which queues their agents are assigned to without worrying if someone manually updated the filter in the real-time agent widget.