Our Contact Center supervisors manage multiple queues with different agents in each, keeping track of Agent status has been very difficult because the queue activity report is the only one that seems to offers an Online Agents filter.
Dashboards are great, but again the agent view always includes offline agents and isn't sortable by status, making it nearly useless in a team of 100+ individuals.
so questions either to Genesys and/or Community
1. Is there a real time report that is not showing just one queue, that allows a supervisor to keep track of a group of agents status without being cluttered up by offline agents?
2. What are other companies supervisors doing to keep tabs on agent status in real time?
3. Some performance reports offer division filters, others do not. Is the Dashboard agent widget going to soon?
4. Will alerts offer a blank division or group setting to monitor for long status times, instead of having to focus each alert on one agent?
5. Am i missing something maybe?
#Ask Me Anything (AMA)
#Reporting/Analytics------------------------------
William Tracy
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