We did our first P-series SE installation. There are a few things that caught our eye, and customer feedback.
If there is no active agent in the call queue, the defined on-hold music in the queue does not play. The callers waiting in silence. But when an agent log-in, on-hold music can be heard.
It would be nice to receive reports of presence statuses such as break, do not disturb, busy, etc. In many call center solutions, it is possible to report how long the agents spend in which presence status.
Agent entry/exit notifications are not turned off completely. We see constant notifications in the notification area in the upper right corner. Please put an option to disable it completely.
The system was running the latest version.