Dashboards Ignore Voice Only Filters
We just turned on messaging (web chat) in one of our reservation department. It made a mess of our dashboards. I have all agents assigned to a Reservations (voice) Queue and Reservations Chat queue. Even though I have all the filters are set to the Reservations Voice Queue, the Dashboards are insisting on blending the two queues together. A real time agent listing will show agents as ready and idle even when they are on a call because they are not on a chat.
In addition, the available agent’s widget does the same. I want it to show how many agents are available to take a call, but they show available since they are not on a chat.
Is this expected behavior because I sure don’t expect it to behave this way.
