Give Workers Visibility to Team-wide Availability Statuses

The new Worker status visibility in the Queue Statistics tab of the Voca CIC Worker Application gives Workers real-time visibility into the statuses of their teammates across different queues. With this addition, Workers can transfer interactions to available teammates without the delay of digging into who’s available.

No additional configuration is required in Voca CIC. This functionality is enabled automatically and will be available as soon as Workers log in to the system.

Why is this important?

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Smoother Workload Management

Workers now see the availability of teammates in other queues, allowing them to transfer calls or ask for assistance when needed. This visibility keeps workflows balanced and reduces overloading specific queues or significant stress on Workers.

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Reduced Wait Times for Customers

Real-time status views enable Workers to transfer calls promptly to available colleagues, which shortens customer wait times and accelerates time to resolution. A micro-operational improvement that can improve customer satisfaction.

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Improved Queue Monitoring

Supervisors and Workers can now easily spot overwhelmed queues or Workers who’ve been idle in an inactive queue. This update helps optimize the workforce in real time, ensuring optimal queue management and quicker response rates.

Impact on User and Administrator Experience

Workers in the contact center service desk can now view the statuses of other Workers working in the same call queues they share. This feature enhances team collaboration and activity visibility.