We've discovered that most of the Real Time Displays we'd like to have our call center supervisors monitor need to be created using filter sets.
Does anyone know of a way to make a filter available globally on the system? We'd like to isolate individual skillsets and show agent status on each. Agents are assigned to any combination of multiple skillsets (up to 20 of them) and we have 20 supes. We'd have to login as each supe and create the customer filterts for each, the hard way = 40 hours of work and ongoing maintenance. Anyone have a better way?
Does anyone know of a way to make a filter available globally on the system? We'd like to isolate individual skillsets and show agent status on each. Agents are assigned to any combination of multiple skillsets (up to 20 of them) and we have 20 supes. We'd have to login as each supe and create the customer filterts for each, the hard way = 40 hours of work and ongoing maintenance. Anyone have a better way?
