Settings and activity
48 results found
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9 votes
Deb Gibbs supported this idea ·
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9 votes
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10 votes
Deb Gibbs shared this idea ·
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105 votes
Deb Gibbs supported this idea ·
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23 votes
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34 votes
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10 votes
The ability for the supervisor to change the agent state. For instance, if an agent is available and on a call and the Supervisor wants to talk with them immediately after that call, make them unavailable so they don't get another call. Changing the unavailable reasons may also be helpful to have accurate reporting if an agent chose the wrong reason code. A similar ask is to be able to force an agent available (but supervisors would need to be sure the agent was there and ready for calls/interactions.)