Need Agent Details in Live Reports to be created for groups (by department etc.) of agents, rather than by call queues

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  • Updated 4 months ago
In Live Reports, if you want to see who is active on calls today, you must create an Agent Details view by queue or for all queues. Most of our agents are NOT on a queue and rather, get a direct call to their direct line. We want to know all agents who are available for calls (not requiring them to be logged onto a queue) and who is currently on a call, etc. Everything you can see in Agent Details is what we want to see but not have the view be mandated by being assigned to a queue. 
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Julie Montero

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Posted 4 months ago

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W H

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Yes... I'd like an "Operator's View" of our call center in one easy-to-view web console.  Might even put it on the big screen.