67
Hey Folks,
So I know I can use the Intraday Agent-Insights report to get a table that has agent status, the problem is, that particular report has a lot of filters on it and timezones get a little wonky (we haven't yet figured out the timezone situation). Also, it does seem like a pretty basic ask to see the presence status of all your agents in a system like this, no?
Thoughts?
For Omnichannel voice and other channels ...
There is a table used by Omnichannel called "Agent Status Histories". This is useful if you want to see current and past agent presence, available capacity etc.
A query of all rows with no end date would give you the current status!
There is also (in preview) a realtime dashboard that you may find useful. The agent tab shows status (and more). It also has a details option to drill into the status changes for the agent.
learn.microsoft.com/.../realtime-voice-dashboard
Give me a call and I will demo this to you!! :)
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.
Stay up to date on forum activity by subscribing. You can also customize your in-app and email Notification settings across all subscriptions.
#1
André Arnaud de Cal...
291,280
Super User 2024 Season 2
#2
Martin Dráb
230,214
Most Valuable Professional
#3
nmaenpaa
101,156
Share
Report
All responses (
Answers (