Settings and activity
10 results found
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16 votes
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3 votes
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4 votesCNP
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24 votes
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commented
One thing to add to this suggestion would be a way to set the login status per agent per queue. I need an Agent to occasionally log into a queue if they see the queue is backed up, but not be logged into it all the time. It would be nice in the Agent Access to the queue to also have a login check box which if checked would automatically log them in every time (like it currently does) but it you do not check it, the agent would have to Opt In to be a part of that queue using the Session Info instead of Opt Out each time they login. This would be nice along with the option to set up persistent settings between sessions per this idea that was submitted.
CNP
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15 votes
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commented
Agreed, we use some queues as Personal Agent Queues that need to be able to be requeued but do not want agents requeuing to the main queues.
CNP
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5 votes
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commented
Thank you for adding this to the ideas site. I think this would be helpful for Agents that need to see the full customer journey or want the transcription.
CNP
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10 votes
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commented
100% agree with Ashley, the workaround we used is a disposition time, but it still does not show the agent the time they have left before it auto-dispositions and they cannot end it early to take more calls if they queues are full, they have to wait for it to time out. A Wrap Timer and the ability to end wrap and extend wrap would be very helpful and a more efficient way to handle this for Agents.
CNP
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5 votes
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commented
Agents at my organization use a custom state to let others know what type of call they are on mid call. It would be nice to make custom states be selectable during a call (especially like "end of shift") to let other agents know they will not be taking any more phone calls. Since most Agents work from home, they use the dashboard to communicate this via states. So that way it would display the correct state and prevent them from getting queue calls after they hang up, then they can go back to available when ready to take calls.
CNP
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6 votesCNP
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21 votesCNP
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On the Real-Time Wallboard it would be nice to be able to filter by Queues so everyone can see which agents are logged into a specific queue if needed. This is especially helpful if most of the agents work from home. So either allow the Agent to be filtered by Queue or allow the Queue Inbound Grid to be able to have an Agent view please.