March 16-17, 2022 - Updates to Monitoring Page

Introducing, Two updates are planned for the Monitoring page: the ability to expand and sort the Agent List, and the ability to see the Hold Time.

When

March 16: USA West, Canada
March 17: USA East, Rogers

Highlights

Ability to expand and sort the 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.

How do I get this feature?

The new feature will be automatically available for use.
No intervention is required from a Service Provider.