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PatDuss
Participant
PatDuss
Participant
December 11, 2024
Solved

Confusion/Question around Wallboards

  • December 11, 2024
  • 2 replies
  • 5 views

Hello,

 

I'm wondering if I'm just not seeing this or if it exists.

I'm creating a Wallboard view, and I want to be able to see agents that are opted-in/out of a queue. 

 

So for example, if I'm looking at a specific Voice Queue, and I'm looking at Agent Availability details, I can see Agents that are marked Ready (regardless if they are actually opted-in to this Voice Queue). So at quick glance it may appear that I have 3 Agents ready.... but not calls are being answered because the agents are actually opted-out of the queue itself.

 

Anyone else run into this and have a solution? (Did I just not see the wallboard widget I need for this?)

 

Thanks!

Best answer by CorrinB

I too experienced this issue and escalated to Zoom during our implementation this year. They shared it is a bug and targeted to be fixed in June 2025. 

2 replies

M
Newcomer
mluscombe
Newcomer
December 12, 2024

We ran into this same issue. The best thing I can find is to use the My Agents report under the Real-time Analytics section of reports. Once you do this, expand your filters and drop down from Queue Opt In/Out to Fully opted-in. Next, update your status filter to only Ready statuses. Our call center has availability that will allow for multiple interactions, so this will still show agents as available when they have open utilization. To help with this I also check the box that says Show open engagement details. 

    PatDuss
    Participant
    PatDussAuthor
    Participant
    December 13, 2024

    Yeah, it's similar to what you can do in the "Teams" section of the Zoom Client-Contact Centre. I just wish there was a way to create a Wallboard asset with this information so we can get a live "at a glance" view of Agent's queue status. (maybe I should just put in a feature request for this...)

    We have an issue where agents don't always realize they have been marked "not ready" so being able to show that status somehow is good but if they forget to opt back into a queue the ready-status doesn't help. 

    We can't remove their ability to opt-in/out since there are times where they need to be on the chat queue but not the voice queue (for example). 

      C
      Newcomer
      CorrinBAnswer
      Newcomer
      December 13, 2024

      I too experienced this issue and escalated to Zoom during our implementation this year. They shared it is a bug and targeted to be fixed in June 2025. 

        PatDuss
        Participant
        PatDussAuthor
        Participant
        December 13, 2024

        Oh thats good to know. 

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