Workforce Management

When an agent is working on multiple tickets concurrently, display all concurrent ticket IDs in the 'Ticket' column on the Realtime Agent Analysis page.

It would be great to be able to adjust grouping/sort/filter options for the Realtime Agent Analysis page and save those as different "instances" or "views". We should also be able to toggle between those instances to make it more efficient to swap between built out views.

Allow multiple selections for States so specific states can be monitored on a single page instead of across browser tabs

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.

Currently we'll show active chats for Zendesk chat, but not native messaging. Being able to report the same metric would be very helpful for our reporting needs.

Ability to filter the Reatime overview page by team in order to enable Managers to isolate their team's cases.

When an agent is working on a time off schedule segment, i.e.; PTO, Sick, Late, etc.. Throw an adherence alarm in the Realtime agent analysis page.

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.

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.