Thank you for your reply. We currently use the queue activity page to push calls. Unfortunately, the issue arises when we can only pull one queue at a time, which makes this process inefficient for our call center needs. I hope that Genesys will provide a more robust update to this view, allowing multiple queues to be viewed simultaneously to push calls instantly.
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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
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Original Message:
Sent: 02-07-2025 13:34
From: Bob Hall
Subject: Agent / Queue Dashboards
Sorry Robert these dashboards are more for status and not interactive like you are looking for. The queue activity screen is more what you are looking for.
These are designed with intent of being wallboards in a contact center. This one is really well designed though.
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Bob Hall
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Original Message:
Sent: 02-07-2025 13:11
From: Robert Gacula
Subject: Agent / Queue Dashboards
Good morning, this is the main dashboard I'm referring to. I apologize for any confusion.
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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
Original Message:
Sent: 02-07-2025 13:05
From: Shannon Hellner
Subject: Agent / Queue Dashboards
Hi Robert! Can you explain what the Main Dashboard is? We send calls manually to particular agents when needed thorough the queue activity screen, which I think is what you're explaining but I'm not clear on what the Main Dashboard is.
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Shannon Hellner
WFM manager
Original Message:
Sent: 02-06-2025 14:44
From: Robert Gacula
Subject: Agent / Queue Dashboards
We need the ability to push calls directly from the Main Dashboard. The current process involves pulling call information from the performance tab one queue at a time, selecting from the ellipsis, and then sending the call to an agent after searching for the agent in the drop-down menu. Having this function available directly on the Dashboard would significantly enhance leadership efficiencies. Does anyone have a best practice option?
#Configuration
#Routing
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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
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