Call Queue: Add the ability to see if a caller is holding in the queue? [Real time monitoring]

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  • Updated 3 years ago
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Merged

This conversation has been merged. Please reference the main conversation: Provide real-time call logs and reporting

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David Freitas

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Posted 5 years ago

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RC-Installer, Champion

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Hi David, at this time there is no way to tell.

I know RC is working on this functionality but to date it is not here

Thank you

Chuck
Certified Ring Central Installer
ckfuscone@yahoo.com
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David Freitas

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Just re-instituted our queue.  I know you said they were working on the ability to monitor the queue.  Is that available?
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Carrie

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Would like to know if this has been updated and available?
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Eric Greene

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I am told this is not available at this time. Our work around has been to create internal extensions and add those to our phones and we can see a second line flashing that a call is in queue.  There should be a better way, but this does work for us.  I am always working on ways around the systems limitations.  :(
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AJ

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+1 this is a much needed feature.  Any update on this?
I agree, Must needed feature
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Chase1889

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Still waiting on this. This feature was needed long before RC started progressing other features. Also would love service level metrics.
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Vince Savoldi

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Yep, like the others I think this is a necessary feature. Basically it would be awesome if inside the phone application you could see the status of the other members of your call queue. This is really necessary in smaller centers to see how many people are available for break times or personal off-phone times.


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Chris Zimmerman

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This is a must.  In my experience, when programmers say It's on the road map and its in the works but we don't have an ETA, that translates to a long wait.  Can RC at least tell us if it is on the currently being developed list or if it is line behind other projects. 
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jane

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This reply was created from a merged topic originally titled Real Time: Queue Monitoring Panel Needed.

It would be better we are able to monitor the queue on a real time basis. This kind of feature must be added - calls filing in queue; current state/status (you guys already have this one but it lacks the running time that certain extension is on that specific state); time in current state/status (eg: available 00:06:03; Busy 00:15:00; DND 00:05:03)
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Kim, Alum

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Official Response
RingCentral Contact Center has this feature available.  Please contact your sales rep for more details.  If you don't know who your Sales Rep is, email community.support@ringcentral.com with the link to this post and your account Name/Phone Number and we'll look it up. 
(Edited)
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DERMATOLOGY

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How does my organization sign-up for this feature and what are the additional associated costs?
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Kim, Alum

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If you are interested in adding Contact Center to you account, please contact your sales rep.
(Edited)
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David Freitas

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Is real time queue monitoring ever a feature that will be released into the standard version of Ring Central?
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Eric Greene

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I do not see this as a feature and have been told it is not available.  Has anyone else been able to sign up for this?
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Young

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This reply was created from a merged topic originally titled Call Queue to see current calls on pending for available call queue member.

Call Queue to see current calls on pending for available call queue member, in order for me to monitor how many calls are currently waiting for available representative
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RC-Installer, Champion

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These advanced features are available in Ring Central Contact Center.  

Thanks

Chuck
Certified RC Installer

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