"active calls" indicator
Several considerations here. First, can this only show calls in the queues the agent is assigned? Best we can tell, it shows every active call in the account, not just sales queues. Which confuses the sales team, when 9 active calls are showing with 5 active Sales Agents (4 agents are on support queue). Second, can we disable this at the account, or team level? It's distracting, regardless because we are using "longest waiting" and people assume something is wrong because they haven't had a call in X minutes and 5 Active calls are in progress.