We receive common requirements from the TomTom business where we should be able to e.g. de-activate queues instead of deleting them. One of the reasons is that we want to retain the queue data for historical reporting for as long as possible. Another reason is the casual short-term need of queues, e.g. for emergency situations. We want to be able to add a short-term queue and de-activate it later on but still be able to report on it.

By deleting obsolete queues, we lose the information and therefore cannot report on it.

Currently being forced to retain queues enabled at all times conflicts with the usability aspect of having them. When working with 20+ international interfaces with different business units, the queue list becomes quite big. Agents have to scroll down through a myriad of queues which affects their Average Handle Time and increases the risk of human error.

When different business units (which focus on different goals) come into play, it would be really useful to make only specific queues visible to them, also to ensure that other business units cannot have access to those queues.

Proposal:

1. Add a feature that activates/deactivates queues

2. Add another feature that allows to make specific queues visible to specific profiles.

Thanks in advance.

Kind regards,

Karim Michael Hambach
TomTom Sales BV - Amsterdam