Consolidate Agent Status Fields on Real Time Report
**It would be very beneficial to populate the data from the following fields on the real time reports:
Call’s Device Name (Called)
Call’s Type/Direction
Device Status Description
ACD State Description
Not-Available Code Description
Into a single column, currently we have to display 5 columns on the wallboard to get this information and it makes the wallboard extremely difficult to read**
Here are a few examples.....
- If an agent is "unavailable" because they are on "Break", then they are not "Idle".....they are on "Break".....no need for 3 separate fields "Idle", "04" and "Break"
- If an agent is on an outgoing call, we do not need 4 separate columns to show "Common Trunk Gateway", "Ext/Out", "Ans" and "Busy/O"......all we need is "Out" in a single column
This single column would need these values and the real time wallboard would be significantly easier to read and would save a LOT of real estate on the screen.
Add a “Field” (Agent/Device Status) that is a single column on the wallboard to show the agent/device status as follows:
Signed Out = Agent is Signed Out
Idle = Agent is Idle
<ACD Name> = Agent is on an Incoming ACD call <Example> = “Customer Service”
Out = Agent is on an Outgoing call
Wrap = Agent is on Wrap-up
<Unavailable Description Name> = Agent is Unavailable (released) we need to display the Unavailable “Description” Name, not just the code <Example> = “Lunch”
I have attached a screen shot of our OLD phone systems wallboard compared to the Nextive wallboard and you can see our old wallboard is significantly easier to read.