Current Behavior:

When an agent remains in the "Pending-Disp" state for an extended period after each call, the Supervisor is unable to change the agent's status back to "Available."

Expected Behavior:

The Supervisor should be able to change or update an agent's state directly from the Supervisor Dashboard when the agent remains in "Pending-Disp" for an extended period. Ideally, the Supervisor should also have the ability to manually change an agent's state to "Available" from the Supervisor Dashboard, regardless of the agent's current state.

Business Value:

Improved Agent Availability – Allows supervisors to quickly return agents to "Available", helping maintain sufficient staffing levels and reducing unnecessary idle time.

Reduced Call Handling Delays – Prevents agents from remaining stuck in "Pending-Disp", allowing them to receive the next call sooner.

Better Queue Performance – Helps maintain the appropriate number of available agents, which can reduce customer wait times and improve service levels.

Better Customer Experience – Keeping more agents available can help reduce queue wait times and potential abandoned calls.