Call Queue: Ability for Admin/Queue manager to log user in/out of queue

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  • Idea
  • Updated 3 months ago
  • (Edited)
It would be helpful to allow an Admin to log an absent user out from a queue if they forgot to log out.
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Catrin

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Posted 4 years ago

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ClearDATA

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This reply was created from a merged topic originally titled Add Group/Queue owner ability to toggle Available users.
(Edited)
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James

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This reply was created from a merged topic originally titled Allow Admin to set a call queue member to be unavailable to take call queue calls....

We have a small Call Center environment.  We would like for an admin to be able to set a call queue member to be unavailable to take call queue calls if/when that call queue member leaves their desk and forgets to set that for themselves.
(Edited)
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Jesus Anaya

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We also have a small call center. For us it isn't really practical to pay for the Call Center package, when all we would really need is just one or two small features like this one. I really like the web interface, both on the admin side and the user side. So far it has met most of our needs and there isn't a whole lot more we could ask for.

I feel like this is something that could easily be implemented into the admin interface. Possible in a single update cycle. Maybe put it in the call queue menu, where you can easily see the members' availability, just add an edit status button. I don't know, I'm sure RC's devs could come up with something quickly and easily.
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Angela Anastasakis

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This is definitely functionality we need and seems like a most basic function for an Admin.  Our workaround has been to remove members from the queue to avoid having calls attempt to reach them, but that is very manual and cumbersome.  Ideally, we add this functionality right into the HUD and you can right click on a user name and log them in/out and/or set their status to DND, etc.,  This is truly something that would alleviate the overall administration of the users and streamline call flow.
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Patrick Horan

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We are a small US based company with 17 users and I agree that this kind of functionality should be standard for any ACD/PBX solution.  Considering even free PBX distros (FreePBX, PIAF just to name two) include that feature by default, I don't know why a paid service would remove access to it.
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Arvin Cruz

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We also have a small call center and this feature is very helpful for Admins and Call Queue Managers.
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Jena

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Was there ever any answers to this question?  This function would also be helpful with our call centers. 
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Saadet - Community Support, Official Rep

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Hi Jena,

This feature is not yet available. If/when that changes, we will be sure to update this thread :)
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Carrie Ann Kroft

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Any movement on this as of yet, you have a lot of folks who would like this added.
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Nick D'Antonio

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Hi there, I'd also like to add this could be a very useful feature.  We had a user go on vacation and forget to turn themselves off in the call queue.  This feature would have been helpful if the call queue manager could have handled it instead of having to reset the users password and log in as them.
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Carrie Ann Kroft

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I'd also like to add this would be a very useful feature.  Hard to understand why this wouldn't be a basic function on the Call Center for a Manager or Super Admin and the request 1st came in 3 years ago.
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Hatim Mouissa

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it's been two years. You need to add this feature of have a work around.
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Shannon Maggs, Champion

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I agree that this should be escalated - it is a MUCH NEEDED feature that will weigh heavily in our analysis of RC vs. competitors as we approach our next contract renewal this year. 
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Heather Fagundes

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This is a basic function of call center management. When will this be a function of RC?
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Ardiem

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This is becoming a real nuisance having to disable or remove users from the call queue when they user has forgotten to set their status. Yes, they shouldn't forget, but they're humans and they do forget.

Is there a technical or political reason why this simple feature hasn't been incorporated?
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INTERNATIONAL

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This reply was created from a merged topic originally titled Forcing Status as super Admin.

As a Super Admin user, I think we should be able to force status from unavailable to available and vise versa.  It gives us a chance to see who is away from their desk to push them away or who should be on the phone when doing nothing.  This way reports will be more accurate and help with human error.
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JR

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Dear RingCentral dev team: The fact that an agent has the ability to switch their participation on and off their queue, and a super admin not being able to see or monitor this, has to be changed ASAP. Sometimes by mistake, sometimes on purpose, it makes que queue environment pointless and technically impossible to improve its performance. Since there are tiers of users with their respective allowances/clearances, the control of unhooking an agent from the queue should not be optional for the agent.

Please understand that this should be top priority. Thanks
(Edited)
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Donald Spann

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I must agree. We're just about to dive in here and this is an extremely important thing. 
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Josh Palmer

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We are also in great need of this ability. Right now, the only thing we can do to disable someone's queue availability is to change the user's password and log into their Ring Central account on their behalf.
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Daniel Carrion

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Same situation here. Please add this feature!
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Evan D'Angelo

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Same here! I need to log this user out because she is on vacation!
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JR

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That's easy: As the super Admin, you are the one setting up the queues and you can temporarily remove the user from the queue. The issue is that an agent can decide whether to be or not on the queue without the manager (or Admin of the RC account) knowing about this decision.
(Edited)
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Stu Gallup

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Just went live on Ring Central this week and in just two days this has become an issue. Absolutely need this as a base level admin function to manage a team. Has anyone developed this outside RC using the API tools or are there any Developers who have and are willing to group share the costs?
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Jessica - Community Support, Official Rep

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Hey Stu, 

We have a Developers Community at https://devcommunity.ringcentral.com/ringcentraldev. It may be worth asking around there for ideas :) 
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Daniel Carrion

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Still an issue for us.

We stopped using the workaround when an admin removed (poor mans toggle) a user from queue and forgot to add them back.

Not sure why this isn't getting more focus from their development teams and I'm not sure how removing the user from the queue (human error) or having to know their password (compliance issues) is an acceptable answer.
(Edited)
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Brandon K

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This function was available on our 10+ year old Mi-Tel system.  How can it still not be available on this super fancy RingCentral system.  Taking users in an out of queues on a daily basis is a ridiculous work-around.  It should be pretty easy for RC to add a user's status to the user details that we could then toggle as a super-admin.
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Mike Magnesen

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We're coming from the same system, cut over today, and have the same main concern.  We were able to do this very simply in the old system and can no longer accomplish this simple task.  An update on this would be incredibly helpful.  Thank you.
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Jessica - Community Support, Official Rep

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Hey Mike, 

We don't have an ETA for this feature right now. If/when that changes, we will let you know! 
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Mike Gustavson

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The number of simple things we're finding that just don't exist or aren't possible in RC is astounding...

This has become an issue for us as well since migration - people take themselves out of the queue if they're busy working on something, and then forget to ever join back in. The fact that we can't control the permissions for this, or at the very least adjust the setting as an admin is ridiculous. 

Three years of questions, 61 votes, and no movement from RC on this. Seriously?
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Daniel Carrion

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Still waiting on this feature...
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Sebastien Clement

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This reply was created from a merged topic originally titled Change the availability of an agent.

When an agent leaves the office or goes out for lunch but forgets to switch their "available" status to "unavailable", as an Admin, we should be able to change this status accordingly.

The workaround is to remove the agent completely from the call queue -- not ideal!

A RingCentral agent was able to do it for me upon request, Admins should be able to do it too.