Comments
As a planner I experience an unnecessary visual clutter in my daily view of work with these schedule board setting around the utilization bar. Please remove it or atleast let us who don't need it daily be able to hide it. This will also increase the possibility to strengthen our quality in work if we only see the relevant bars in our schedule board.
It is very difficult to manage the agents and have full visibility on whether they are on a call or have been presented with an email. We need them to be available to take a call while they work in emails. The system putting them on busy when being presented with an email does not work with our work flow.
Since the new PCF-based Schedule Board was introduced, the Resource Utilization Bar is always visible and cannot be configured. For many planners, it adds visual clutter and is not relevant to daily dispatching decisions.This should be optional. A simple setting to hide or show the utilization bar would greatly improve usability and planner adoption.