Workforce Management

Realtime dashboard should have the time spent on current ticket. It has the current ticket, and time left in current scheduled state, but having the real-time on that current ticket would be extremely helpful.

We have a growing team, with team leaders juggling many responsibilities. They have limited time to actively watch their team members and ensure each support agent is doing their job. They want automated notifications that alert managers when agents are absent, delayed, or out of adherence.

Having the ability to set different thresholds on the Realtime dashboard depending on the time of month. Ex: Call wait time for 1st - 4th vs 10th - 14th

It would be nice if we had the ability to export waiting chat tickets from the Realtime Overview in Zendesk, similar to the existing feature for Salesforce.

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.

RTAs have to manually adjust schedules based on what they're seeing in real time. It would be helpful if events such as breaks and lunches were automatically adjusted based on these volumes. For instance, if agent #5 was supposed to go on break right now, but phone volume is coming in higher than forecasted, the schedule would dynamically shift, and their break would be moved back X minutes so that they could help tackle the higher volume

We should have the ability to create and edit Thresholds on the realtime page. This would allow customers to save time by doing a one-time upload of a file

See total required, scheduled & actual productive agents for each applicable channel/queue combination on the Realtime Overview page.

Ability to run a report that has real time event numbers. Right now if you look for a day it shows you total, but would like to look intraday (ex: I look to see what total prod and unexcused absences is at 1030 am)