Description:

Currently, the columns displayed on the Real-Time Agent Analysis page are fixed and cannot be rearranged, added, or removed. Customers want the ability to customize this view by pinning contextual agent attributes, such as Team or Queue, as static columns in the table.

Customer pain point:

Supervisors monitoring agents in real time need quick, at-a-glance visibility into which team or queue an agent belongs to, without having to click into individual agent popovers or rely on the Group By dropdown to restructure the entire view. The current workarounds (grouping, filtering, or opening the agent info popover) require extra steps and don't provide the persistent, scannable layout that operations teams need during live monitoring.

Requested capability:

Allow users to customize the columns shown in the Real-Time Agent Analysis table, including the ability to:

Add static columns for agent attributes such as Team, Queue, Site, and Channel

Rearrange column order to match their monitoring workflows

Remove columns that aren't relevant to their use case

Why this matters:

Real-time monitoring is a time-sensitive task. When a supervisor is managing a live queue, every extra click adds friction. Having team and queue information surfaced as persistent columns would significantly reduce the cognitive load of real-time workforce management and make the page more actionable for large or multi-team support operations.

Workarounds available today (but insufficient):

Group By Team or Queue (restructures the view but doesn't add a column)

Filter by Team or Queue (narrows results but doesn't add context as a column)

Agent info popover (requires clicking each agent individually)