RE: How do I see Agent Status Across the Platform
Yes, it's certainly a basic requirement to be able to see the presence status of all your agents in a customer service system. Depending on the system you're using, there may be different ways to achieve this.
In some systems, the presence status of agents may be displayed directly in the agent list or dashboard. For example, in Microsoft Dynamics 365 Customer Service, the presence status of agents can be viewed in the "Users" tab of the "Resources" area.
If your system does not provide a built-in way to view agent presence status, you may need to explore third-party solutions or custom development. There are third-party tools available that can provide additional reporting and analytics capabilities for customer service systems, including agent presence status. Alternatively, you may be able to work with a developer to build a custom solution that meets your specific requirements.
Regardless of the approach you take, it's important to consider how the solution will handle time zones and ensure that the data is presented in a clear and actionable way. This may involve setting up proper time zone configurations, creating filters or visualizations that make it easy to interpret the data, or providing training and support to users on how to use the system effectively.
