Workforce Management

Adding in the ability to select multiple values in a given filter, and also exclude certain values.

We can remove certain events from the circle charts on the Realtime dashboard, and can group by queues. However, none of these changes are saved when leaving the screen and coming back later. With intraday management, toggling between the staffing line, time off page, realtime dash, and agent activity reports is needed so it's a bit clunky to re-do all of these selections every time we come back to the page.

Customize the top cards in the realtime overview. Plug-in and input metrics from the zendesk dashboard to display in the realtime overview cards

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.

I should have the option to share the realtime analysis page in its expanded form

I should be able to see how long agents were in and/or out of adherence on the realtime analysis page. Ex: Ryan P has been in adherence for 4 hours across two different events Cal has been out of adherence for the past 37 minutes But in column format

We are monitoring to make sure agents are where they should be, but the dash can be a little misleading if an agent is coming off of a break/meeting/lunch where the duration is a very high number, but in reality they've been out of adherence only for a few minutes and it doesn't necessarily need to be called out right away. For example, an agent should be on chats right now, but the "duration" for his offline time is 6 hours which looks really rough. But when I click into his activity report, you can see that he is just getting off of his lunch. If there was a column to the left of "Scheduled" for "Previously" that showed he got off of his lunch 1 minute ago, that would help so I don't need to manually check between situations like this and legitimate adherence issues!

We have 15+ queues and managers would like to have more user specific, customizable views vs. a default view for everyone