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  1. 30 votes

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    Brandon Hill commented  · 

    I would like to see the ability for Agents in a queue to have visibility into the availability of other Agents in the same queue. For small teams it's tough to maintain queue coverage without proper information on other's availability. The Live Reports area is the only place I am aware of to see Agents queue availability. However this requires a separate license and provides visibility into other queues firm wide which isn't a viable option in most cases. I think this could be achieved one of two ways. Option one, allow creation of a public dashboard that an admin could create and share that would allow this visibility (I've seen this in call center systems that can be displayed on a TV or in a browser). Option two, add the ability to see an agents queue status in the HUD on the softphone app.

  2. 528 votes

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