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Ability to expand and sort the Agent Manage Queue Agents List
The functionality to paginate and scroll will be removed from the Monitoring page. In exchange, all agents will appear on the page, along with a filtering and sorting tool that will allow Contact Centre Managers and Supervisors to hide unimportant metrics or statuses and focus only on those that warrant attention.
The sorting and filtering options will do the following:
Name: Sort in ascending or descending order
Team Name: Sort by the team name
Phone Extension: Sort by the phone number
Status, Status Duration: Filter by a particular status or status duration
Priority: Filter by a priority 1-10
Since a scroll bar will no longer appear on the Monitoring page, users can employ the web browser’s scroll bar to move up or down the page.
Since pagination will be removed, there will no longer be a cap to the number of agents that can appear on the page.
Ability to see the Hold Time
With this feature, Contact Center Managers or Supervisors will be able to monitor how long an agent has had a customer on hold.
When the agent's call status changes to On Call – On Hold, the Manager or Supervisor will be able to hover over that status. A tooltip will display the current hold time for that session.
The hold time resets for each hold action and does NOT show the total hold time for the duration of the call.
If the agent exceeds the recommended threshold time to have a customer on hold, the tooltip will show an exclamation icon and the current hold time.
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