August 3, 2009
I was recently at a customer site, and while sitting down with one of their agents, noticed that this agent belonged to over 100 queues. Because of this, the left column of the console within DovetailAgent, which shows all of the queues, had a scrollbar that seemed to scroll forever. One of the features I like about Dovetail Mobile is that it only shows the queues that have stuff in them. I immediately said: why don't we do a similar thing within DovetailAgent? And because we have more screen real estate to work with on a desktop (as opposed to the limited screen real estate on a mobile device), I thought about allowing the empty queues to be toggled on and off. Easy enough to do. Here's what I ended up with. (I'm showing the end result with pictures first,…