Queue Calls Widget in Dashboard No Longer Available?

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pamela-squires2293 asked Nov 14, '16 pamela-squires2293 commented Nov 15, '16

Queue Calls Widget in Dashboard No Longer Available?

With the recent update of Live Reports, we have lost our favorite widget. The Queue Calls widget is now a weak bar graph, instead of the detail for each call with fingerprint. We liked this widget because we could see all calls waiting in the queue and how long they had been sitting there, as well as current inbound calls and how long that user was in the queue, on hold, and with an agent. It was the best way for us to see the status of our queue in an easy to read format. Is this widget gone for good?

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Answer 1 · 2016-11-14T19:55:49Z

alexey-p-zhuk507 answered Nov 14, '16

Hi Pamela,

The call queue widget with the fingerprint is in our backlog and will be addressed in Q1 next year. This widget was experimental and unfortunately it was not compatible with the new version of Live Reports therefore it requires a redesign. I believe you can use other widgets to address some of the requirements - like Queue Monitor to see the number of calls waiting and for how long, Queue Calls bar chart to see the number of calls on hold, Queue Details to see more detailed stats.

Thank you
Alexey P. Zhuk

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Answer 2 · 2016-11-14T21:26:51Z

pamela-squires2293 answered Nov 14, '16 pamela-squires2293 commented Nov 15, '16

Thank you, Alexey. I did add in other widgets to replace that one. We will get used to the new widgets eventually.

I also miss the ability to resize some of the widgets to take up more space. We used to have 2 of the smaller widgets on the top row of our display that were stretched horizontally to take up the space of 4 widgets.

The other issue we have noticed so far is the available and unavailable agents are not correct. We have reps that remove themselves from the queue for lunch or breaks and most of the time they are still shown as available.

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alexey-p-zhuk507 commented · Nov 15, 2016 at 05:42 PM

Pamela, I will add your feedback to our backlog for resizing.

In terms of the issue with agent states - I'll contact your directly to troubleshoot the issue.

Thank you.
Alexey P. Zhuk

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pamela-squires2293 commented · Nov 15, 2016 at 08:09 PM

Thanks, Alexey. Always appreciate your help! :)

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