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Contact center managers can now view data about agent and queue interactions in the new Queues Interactions Detail view and Queues Agents Detail View. These views allow contact center managers to gain more insight into a queue performance, including real-time agent metrics, and to activate agents on a queue as needed. For more information, see Queues Interactions Detail view and Queues Agents Detail view.
Contact center managers now see the Queues Performance Summary view instead of the classic Queues view when they click Performance > Queues. The Queues Performance Summary view provides access to all queue-based performance views, which contain more information, features, and customizations than the classic Queues view. The queue-based performance views include the Queues Activity views and the new Queues Interactions Detail view and Queues Agents Detail view. Managers can optionally switch back to the classic Queues view. For more information, see Queues views overview.
The Activate Queues panel has a new search bar and an updated user interface. These enhancements help agents to quickly and easily activate or deactivate themselves for queues. For more information, see Choose queues to work.
The workgroup activation "enhancement" has caused great problems for one of our customers.They serve 60+ clients using three channels, voice, mail and chat. When an agent is moving from, for instance, voice interactions to chat interactions they first have to deactivate themselves on 60 voice queues (using 120 mouse clicks) and get activated on 60 chat queues (120 mouse clicks). This process takes a minimum of 240 mouse clicks to fulfill.Any chance of having a checkboxes for the queues and so the agents can select 60 queues in ne go to deactivate and click then click an "OK"-button in order to simplify the process? This will halve the number of mouse clicks and will only require one page refresh when all 60 queue deactivations have been confirmed. The same will be when the agent performs the activation process on the next 60 queues.Another nice feature would be to utilize the search for queues as the queue names (at this customer) reflect whether the channel is voice, chat or mail. Searching for all queues starting with "Chat" and then a "Select All" button would actually bring the number of mouse clicks requires to under five to deactivate the agent on the same 60 queues.
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