Apparently there is no way for agents to see each other’s availability in RingCX, but they can in RingEX. This seems extraordinarily silly. Does anyone know of a workaround for this??
Best answer by Mary-Community_Moderator
Hi
Unfortunately, a direct workaround to display detailed RingCX agent states to other agents within the RingCX interface isn't natively available.
You may opt to try these options for visibility and collaboration instead:
Utilize RingCentral App (RingEX) Presence: Agents can still use the integrated RingCentral desktop or mobile app's team messaging/chat functionality. While it won't show their specific RingCX "agent state," it will show their general RingEX presence (e.g., "Available," "On a RingCentral Call," "Busy"). Agents can quickly message a colleague to check availability before, say, attempting a transfer. RingCX agents can also often "Call an Expert on RingEX" directly from their interface, and they'll see the RingEX presence of those experts.
Supervisor Dashboards: If the goal is for supervisors to monitor overall agent availability and states, RingCX offers robust, real-time dashboards specifically for them to manage the team.
Hope this helps! :)
+1Hi
Unfortunately, a direct workaround to display detailed RingCX agent states to other agents within the RingCX interface isn't natively available.
You may opt to try these options for visibility and collaboration instead:
Utilize RingCentral App (RingEX) Presence: Agents can still use the integrated RingCentral desktop or mobile app's team messaging/chat functionality. While it won't show their specific RingCX "agent state," it will show their general RingEX presence (e.g., "Available," "On a RingCentral Call," "Busy"). Agents can quickly message a colleague to check availability before, say, attempting a transfer. RingCX agents can also often "Call an Expert on RingEX" directly from their interface, and they'll see the RingEX presence of those experts.
Supervisor Dashboards: If the goal is for supervisors to monitor overall agent availability and states, RingCX offers robust, real-time dashboards specifically for them to manage the team.
Hope this helps! :)
We created a dashboard with very limited details, within the RingCx Analytics, then utilize the send to wallboard option. It requires obtaining a token and sharing that token with the agents, however it populates a separate window for them with the Agent & Status.
Sending an update simply to show interest in this.
A person’s availability in RingEX should reflect in RingCX and vice versa- this makes sense for a system that is marketed to be a “single pane of glass”
Without this feature, many users are sending calls out of the RingCX call center and over to RingEX, because it seems that user is available. Many times, the agent they intend to reach is already on a call in RingCX so this creates inefficiency.
Thank you
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