RingCX Realtime Reporting: Agent Disposition
Proposed Enhancement Request:
- Ability to view, in Live Reporting, when a call has ended and how long an agent remains in After Call Work status until they manually return to Available.
- Ability to view when an agent completes their call disposition in real time.
- Additional live reporting metrics or indicators that help supervisors monitor extended ACW activity and pending dispositions without needing to pull (historical) reporting.
Current Limitation:
- At this time, Admins/Supervisors/Managers can only determine ACW duration by pulling (historical) reports after the fact. There does not appear to be a live reporting capability that shows ACW duration or disposition completion status in real time.
Business Impact:
Adding these to Live Reporting would provide supervisors with:
- Improved real-time workforce management
- Better visibility into agent efficiency and adherence
- Quicker identification of extended ACW times
Andrea
shared this idea