User status in the directory of ECS need to indicate offline
2
votes
At this point if a non-contact center person using UCone is on the phone, the status in the user directory of ECS is red but otherwise it is green. If the user in UCone is off line or not logged in, it would be better if the icon indicated this. At this point the call center agents have to keep going back and forth from ECS and UCone to handle calls since all the information they need (ie is someone in the office yet or today?) is not in the single application and this is very inefficient.