Workforce Management

Since Talkdesk only provides data on finished calls, these tiles will always show zeroes. We'd like the ability to hide these tiles since they can be confusing and distracting.

Seeing time out of adherence would be more useful than time in a specific state, because time in a state doesn't matter as much as time on/off task.

As a Workforce Manager, when I look on the Agent Analysis realtime page, I wonder if it's possible to change the "Scheduled event duration" column to one that shows a live countdown of "Scheduled event remainder"? I think it would be more relevant to tell the full story of an agent's activity without having to always cross reference another page/source to find out if their scheduled event is about to end or just started. Currently, we can only see how long the current event was scheduled in total, but it doesn't provide an easy way to see how much time is left based on the current time.

In the realtime view team leads can’t see their teams during lunch break which is annoying because the realtime view should be visible and useable for all day (instead of clicking on 2 places)

Would like the ability to move around the blocks in the real-time dashboard We have 15+ queues and managers would like to have more user specific, customizable views vs. a default view for everyone

A way to only show agents under real-time adherence for the productive state they're scheduled to be working