Confusion/Question around Wallboards

[PatDuss]

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!

[mluscombe]

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.