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Plans to re-introduce "not responding"/secondary status to agent list?

  • 1.  Plans to re-introduce "not responding"/secondary status to agent list?

    GCAP Member
    Posted 01-08-2019 13:41
    Hello -

    Are there any plans to re-introduce a clear indication of when an agent is not responding to the agent list? Currently manager's use of the new agent activity/performance display is limited because they have to stay in classic view to get a clear indication of when an agent is sitting in not responding status. This was called out clear and bright in the original interface, but was abandoned in the "upgrade."

    Specifically referring to this column in the "classic" interface:


    The "upgraded" interface shows presence (and you have to hover over it to get more info to boot), but you have to deduce that someone is in "not responding" status by watching that that statistical column increment over time or drilling in and back out on different users wasting a lot of time.

    Would appreciate any input on plans or if I'm flat out missing something obvious to make the "upgraded" interface more useful in real-time.

    Even little presence-like dots: green=not on an interaction, black=on interaction(s), red=not responding, would help.

    Thanks,
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration
    #Reporting/Analytics

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    Patrick Rada
    Keypath Education LLC
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  • 2.  RE: Plans to re-introduce "not responding"/secondary status to agent list?

    Top 25 Contributor
    Posted 01-08-2019 14:58

    Patrick-

    Thanks for your question and yes it's on the roadmap to add this into the new agents view.  In the meantime, have you been able to check out the recently released agents tab in Queue Performance?  This should have what you are looking for when managing an individual queue.    Let me know your thoughts!

    https://help.mypurecloud.com/articles/queues-agents-detail-view/

    Thanks so much!
    Darlene 



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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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  • 3.  RE: Plans to re-introduce "not responding"/secondary status to agent list?

    GCAP Member
    Posted 01-10-2019 16:12
    Hello -

    Yes. It's horribly inefficient. Unless you're in a very small call center, or a very large one with one supervisor for every queue, managers have to drill in and back out of queues to "quickly" check on agent status. You could define a dummy queue for each supervisor containing their reporting tree, but that creates an additional maintenance mess to support a kludge.

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    Patrick Rada
    Keypath Education LLC
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  • 4.  RE: Plans to re-introduce "not responding"/secondary status to agent list?

    Top 25 Contributor
    Posted 01-10-2019 17:39
    Thanks for the feedback.  It's definitely on the roadmap to get the new columns that were added into the Queue > Agents view into the Agents view as well.

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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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