Settings and activity
5 results found
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4 votes
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David
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50 votesDavid
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An error occurred while saving the comment David
commented
Agent access to dashboard view of other agents could be in the form of another tab on the agent window. In our companies case, our agent has to have a view of the dashboard AND their own inbound metrics. So, we have to use two windows in our case. See attached screen shot for what I mean about another tabbed view.
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40 votesDavid
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196 votes
An error occurred while saving the comment David
commented
A straight round robin without any modifying math would work well for us as we have work tasks as un-available status which agents should not be effectively penalized for by giving them incoming calls ahead of staff who have not been working on such tasks.
David
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110 votes
An error occurred while saving the comment David
commented
Fleshing this out a little bit further, I can currently log an agent off. But, I cannot log an agent on to the CX System. I would also like to change the unavailable/available state of the agent to any of the available choices (Examples: Lunch, Away, Available, etc)
David
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I was about to make this suggestion and found Ashley's request first. It is a huge time waster to have a dashboard running and not have a tool bar at the top of the window only accessible or even viewable by supervisors. Anything that can be done in the Agent Supervisor Window should be viewable and executable from a Supervisor Tool Bar at the top of a dashboard. Other companies with similar products do this function in the manner described here. IN ADDITION, the supervisor should be able to change an Agent to ANY state that is part of their particular dashboard. That includes making an agent available if they forgot to set a disposition.