Workforce Management

Ability to see New Calls, Open Calls, On hold calls, and Pending Calls for Talkdesk and Salesforce in the Realtime dashboard

Would love to see a view that provides a list of users and their current work items to understand capacity as well as adherence status (same for agent scorecard) Related: see if an agent is handling multiple tickets at the same time and from which queue

In realtime, it would be valuable to configure thresholds (and notifications) directly for agents missing SLA on a ticket by ticket basis.

In the realtime overview we monitor or Zendesk queues but we miss the option of showing the number of online (working call or messaging or ready to handle call or messaging) and away agents serving each queue. Would that be possible to add?

Enable ability to filter Realtime Analysis for agents who have exceeded adherence or state duration thresholds.

Ideally, we would like the Real-time overview to mirror the Liveboards view in Gladly to prevent going back and forth between Gladly and Assembled. The Gladly ticket would be very helpful when we dig into issues from the Realtime Overview so we can get a clearer picture of what is flagged in the Realtime Overview as being past the threshold we have set.

Introduce a feature that tracks and reports the total time out of adherence within a custom-defined timeframe. This report should help identify agents or teams that consistently breach adherence policies.

We would like to have the option to select different metrics for different panels, so only certain panels have a metric. Currently, we're only able to select metrics by channel, and this results in seeing 2 sets of chat received metrics, which is confusing.

I should be able to set a custom timeframe for notifications - Right now I can only set 30 seconds and two minutes