HUD: Add status of "Accept Call Queue Calls".

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  • Updated 4 months ago
In HUD, we would like to see both the Agent presence (available, busy, DND, Invisible) and their Accept Call Queue Calls (enabled, disabled) so that we can see the number of agents we have in a queue who are really available to accept calls. While a supervisor might be able to see this information in Live Reports, the agents in the queue want to know the status of their peers.

1. Account type: US
2. Description of the business: Business marketing organization
3. Feature description: Above
4. Use cases: a) Supervisor wants quick visibility to the number of agents available to take calls; b) Agents want to know the status of their peers so that they can determine if they can remove themselves from the queue (for break, special project request, etc.) without degrading support levels.
5. Benefits: Currently we don't know if we have agents in the status required to accept a call. In essence, we're flying blind.
6. Case numbers: None.
7. Number of users: ~90.
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NPP IT

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Posted 1 year ago

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Amy Fike

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I agree. This feature would be very beneficial. Our office is small and have a limited number of call queue employees. Currently since we are unable to determine when someone has removed themselves from a call queue it is possible for all our employees to remove themselves from the queue at the same time. In the event that would occur our clients are left unsupported for the duration of time the queue is abandoned. The sooner this feature is released the more comfortable we will feel using RingCentral services.
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Laura Green

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I would also like to see this done, without it it defeats the purpose of showing who is available for calls.
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Ben Price

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We have the same situation, and really would like to (and need to) see this done.  We have a limited number of call que employees, so the ability to see who is logged in and accepting calls to the que in some version of the HUD would not only be helpful, we feel like it's really important!