Filtering by Agent Status in the Agent Widget on Dashboards

Ticket Example: https://dirad.zendesk.com/agent/tickets/48760 

Overview: This article outlines the request to enhance dashboard functionality by allowing users to filter agents by real-time status within the Agent Widget. This feature would improve monitoring efficiency and visibility into agent availability.

Background: Currently, dashboards do not support sorting or filtering agents by their real-time status. This limitation makes it difficult for users to quickly identify agent availability and manage workforce performance effectively. A request for this enhancement has been submitted to the Genesys Cloud Idea Lab for consideration.

Issue Summary:

• Dashboards currently lack functionality to sort agents by real-time status.

• This limitation affects operational efficiency in tracking agent availability.

• A request for enhancement has been submitted to the Genesys Cloud Idea Lab for review.

• Users require a method to track the status and progress of this request.

Current Actions Taken:

• A follow-up request has been submitted to track the progress of this enhancement.

• The request is currently under review in the Genesys Cloud Idea Lab (Reference: Genesys Cloud Idea ANLS-I-281).

• The request status has been updated to "Waiting on Genesys Idea Labs."

• Regular status updates are being provided by the support team.

Next Steps:

1. Continue monitoring updates from Genesys regarding the implementation of this feature.

2. Engage with Genesys representatives to understand potential timelines for release.

3. Communicate progress to stakeholders and explore interim solutions if necessary.

4. Provide updates as new information becomes available from Genesys.

Conclusion: The ability to filter agents by real-time status within the Agent Widget on dashboards would significantly improve monitoring and workforce management. This request is currently under review by Genesys, and updates will be provided as they become available.