Currently we can create an Agent State widget on the Dashboards tab and add staff to that. For example, we can add all the staff that are in a certain queue to that particular widget. However, since someone can be in multiple queues and it is the state of the agent (not the queue) it doesn’t let us know if they are actively monitoring calls for that queue. I know on the Queues tab you can see how many agents are monitoring a particular queue however it doesn’t say the agent’s names that are currently monitoring it. So, there is no good way to make sure the right staff are monitoring the right queues.

Having a Queue State widget on the dashboard would allow us to see what agents are monitoring what queues to make sure we have adequate coverage for each queue.