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Provide Omnichannel agent to access Ongoing converstation dashboard by read-only

Amy Chung on 2/16/2023 4:00:00 AM

Currently, we only make Omnichannel Superviosr to aacess Omnichannel Ongoing Conversation Dashboard, however, this dashboard could make agent to understand more conversations info and be more convenient.

Could we create a new feature to make agent could read Omnichannel ongoing conversation dashbaord?

Category: Omnichannel Ongoing Conversation Dashboard
STATUS DETAILS
Declined
Ideas Administrator

Administrator

The Omnichannel Ongoing conversation dashboard is intended for Supervisor role. We have a separate dashboard for agents.
In case there is a use case for providing agents access to the supervisor dashboard, it should be via roles.