Settings and activity
9 results found
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3 votes
Ashley
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42 votesAshley
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72 votesAshley
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84 votesAshley
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19 votes
An error occurred while saving the comment Ashley
commented
I do not like that I need to sign in as a supervisor and skew the data that another agent is logged in just to update a status of an agent. I monitor through the Real-Time Dashboard in Analytics. I would like to be able to change an agent's states within the Real-Time Dashboard.
Ashley
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5 votes
An error occurred while saving the comment Ashley
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It would be great for the agents to be able to come out of the wrap up time early if they do not need the set up wrap up time. I agree that it would be nice to be able to see the wrap up time for analytics and reporting vs having the agent show available but not be able to take that call until the time has expired.
The way this is set up reduces productivity for agents that do not necessarily need the wrap up time.Ashley
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59 votesAshley
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55 votesAshley
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24 votesAshley
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I agree, this needs to be a feature. It is helpful for remote workers that may not be able to see a dashboard on a TV. It also creates efficiencies within the departments in making sure there is always someone available to take calls (especially for smaller teams).