Dashboards Ignore Voice Only Filters | Community
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June 23, 2026
Question

Dashboards Ignore Voice Only Filters

  • June 23, 2026
  • 0 replies
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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.