Filter out agents with no schedule from Real-Time Agent Analysis
P
Private Bee
Problem: The Real-Time Agent Analysis page surfaces agents who haven't logged into tools for extended periods (e.g., 107+ days, 195+ days), including agents who are inactive, on leave, or in no-call/no-show status. These agents have no scheduled events but still appear in the view, adding noise that RTAs have to sort through to focus on agents who are actually scheduled to be working.
Proposed solution:
- Add a filter (or default behavior) on the Real-Time Agent Analysis page to only show agents who have a scheduled event for the current day
- Hide or exclude agents with no schedule (no-call/no-show, inactive, on leave) from the default view
- Optionally: a toggle to "show all agents" for cases where the RTA does want the full picture