Workforce Management

On the Realtime Overview dashboard, I should see the number of chats or calls waiting to be served

Adding in the ability to select multiple values in a given filter, and also exclude certain values.

When configuring real-time agent thresholds it would be beneficial to be able to set out of adherence thresholds for non-productive event types in addition to productive event types. Not having this option limits our real-time ability to manage both productive & scheduled adherence performance which has impacted Leadership buy-in on adopting scheduled adherence. Additionally, this is creating additional work for our RTA team when having to identify staff that may be having system issues or unplanned absence events during scheduled non-productive event times.

Enable ability to filter Realtime Analysis for agents who have exceeded adherence or state duration thresholds.

Enabling the "now" line marker on the Staffing Timeline to show real-time staffing requirements rather than requirements for the next time band would be beneficial. There are instances where the difference of 15 minutes is drastic when it comes to staffing, and with the "now" line marker not showing real-time requirements, the staffing timeline can be a bit misleading.

It would be nice to be able to have 1 landing page where I can see my organization from 50k' Agents (filterable to exclude offline), agent state time for calls, chats, emails, etc. (sortable) Able to see all queues calls holding, SVL, Occupancy, abandoned, etc. (Sortable) Have threshold settings so I can see in that view everything without having to go to 4 screens I keep Assembled up, but I the landing page with everything would be beneficial to keep an eye out and support my RTA Analysts.

In the realtime overview we monitor or Zendesk queues but we miss the option of showing the number of online (working call or messaging or ready to handle call or messaging) and away agents serving each queue. Would that be possible to add?

I should be able to set a custom timeframe for notifications - Right now I can only set 30 seconds and two minutes