WxCC Mgmt Portal: Agent Real-Time Dashboard

[RL5901]

The Webex Contact Center (WxCC) Admin was able to view the Agent state in real-time and log out an Agent/Supervisor if needed in the Agent Real-Time Dashboard (WxCC Management Portal) until April 1. On that date, the Real-Time Dashboard was removed but can't be found anywhere else in WxCC. This Dashboard was highly useful for troubleshooting and testing. Due to license limitations, the Admin cannot be a Supervisor, which would otherwise be an alternative to using the Agent Real-Time Dashboard in the Management Portal. If you agree with returning this Dashboard's functionality to the Admin please go to https://ciscocollabcustomer.ideas.aha.io/ideas and add your response to the post ... WxCC Management Portal Dashboard

The post is "pending more interest." 

If you have an alternative to this functionality available to the Admin, please post it here. 

[gkovanis]

Hello @RL5901 , you are correct that there is no alternative today after this decommission besides using the Supervisor Desktop. However, Product Management is working on offering an alternative solution that would be available for administrators.

We may not have an exact ETA today, but the request is being worked on.

[RL5901]

Thank you, @gkovanis. I haven't seen any notice from Cisco until now that an alternative to the Agent Real-Time Dashboard is being worked on. Your update is much appreciated. There is hope! I can assure you that I've spoken to many Administrators and we unanimously used this tool quite often for many reasons. It was very useful. Do you know where the alternative tool will eventually reside? 

[bill.king1]

Thank you for posting that aha, I upvoted it.

[gkovanis]

@RL5901 Details are still being worked on and they will be externalized when available, as admittedly we received a lot of feedback about that tool, but the goal at this date is for the tool to reside in Control Hub, so that it is available to administrators without any additional license.