Skip to Main Content
Status Under review
Created by Guest
Created on Dec 28, 2022

Allow the ability to build your own "Agent Details" view (not based on Queue)

The ability to "build your own" Agent Details widget in Live Reports to show certain agents (vs all agent within a queue) would be a huge help. The limitation of only being able to sort by queue makes it very difficult to hone in on monitoring specific sub-sets of agents.

Example: All agents within a large team all work the same queues but report to different managers. The individual managers are responsible for their own direct reports' performance but are unable to drill down to view only their agent's metrics.