Show all busy agents in wallboard statistics

Discussion in 'Ideas' started by amandab, Aug 18, 2017.

Show all busy agents in wallboard statistics 5 5 2votes
5/5, 2 votes

  1. amandab

    Mar 29, 2016
    Likes Received:
    The wallboard Agents Busy statistic only shows agents that are on Queue Calls NOT agents who are busy on outbound calls. This makes life difficult for call centre managers. They are asking their team to get on calls when they are already on calls. Please see following comments from one of our customers who is having issues with this.

    "When the staff are on an outbound call the wallboard isn't reflecting that. Can these calls also be added so they show on the wallboard? I use the wallboard to monitor how many agents are on calls and often get caught out when staff are on outbound calls. They correct me when I ask them why they’re not taking calls".
    Bozena likes this.
  2. Bozena

    Jan 9, 2018
    Likes Received:
    We have just had the same request from a call centre we manage. Please can this be added as a feature.

    Thank you