Can I filter Agents by Queue on the RingCX Agent Supervisor Tab

3 replies
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Can I filter agents by queue in the RingCX Agent Supervisor tab?

Mary-Community_ModeratorAnswer

Community Manager

Hi @jzucco,

Yes, absolutely! You can definitely use the "filter" option in the reporting to focus on the digital or voice channel you want to review. That's a great way to slice the data.

Another excellent approach, especially if you want a quick, ongoing view, is to create different real-time dashboards for each queue. This gives you a dedicated snapshot for each channel.

Hope this helps you get the insights you need!

Mary-Community_ModeratorAnswer

Community Manager

Hi @jzucco,

Yes, absolutely! You can definitely use the "filter" option in the reporting to focus on the digital or voice channel you want to review. That's a great way to slice the data.

Another excellent approach, especially if you want a quick, ongoing view, is to create different real-time dashboards for each queue. This gives you a dedicated snapshot for each channel.

Hope this helps you get the insights you need!

J

jzucco

Author

The First Step

With real time dashboards, are the eavesdrop, whisper, and barge functions still available to supervisors?

I would want to still be able to use those functions.

Mary-Community_Moderator

Community Manager

With real time dashboards, are the eavesdrop, whisper, and barge functions still available to supervisors?

I would want to still be able to use those functions.

Yes, with real-time dashboards, the eavesdrop (monitoring), whisper, and barge functions are indeed available to supervisors in RingCX. 😊

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