Need Reporting/Alerting for offline Mobile Phone App users to ensure Availability in Support Call Queues

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  • Updated 2 years ago
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Goal: 
Reliability/reporting of when mobile app users are unavailable (for our remote support/teleworker call handling staff who use mobile phone only for inbound support queue calls for our customers).

Why:
- We need to be able to rely on mobile phone apps to be reliable for inbound calls for our remote support team as they handle call queues. 
- If mobile phones go offline or unreliable it messes up our call queue reporting and our customer service level (currently happening).
- To solve in interim, we had to give all remote support/telework staff physical phones with switches/poe injectors, etc. until this is fixed.

We Understand:

- We understand that mobile phones have the highest amount of variables due to Cell/Data connection, tower availability, if wifi is connected or not(and if wifi connected we cannot control quality)
- We also understand that the most reliable connection would be a physical phone over a LAN line, but our reps prefer to use a mobile phone because:  
   a. It is quick, simple and requires no special equipment
   b. can be used over wifi
   c. can be used anywhere there is reliable signal
   d. the webapp exists.

To solve this challenge:
We request one (or all of the following) to ensure we know reliability of mobile apps:

1. Dashboard to show online/offline status of Mobile devices (currently in phones and devices manage panel only shows status of desktop phones and physical phones which ironically require a lower detail of scrutiny than mobile apps, per support there is no way to see status of mobile phones)
  1a. be able to run diagnostics/ping/ensure phones up or down
  1b. show only mobile phones in certain hunt groups so we can know if the huntgroup is covered.

2. Accuracy of HUD status in softphone for Desktop (currently shows all phone users online even when they are offline, and does not distinguish between users online via desktop app vs. online on via mobile app,this has been tested thoroughly via case # below)
- Realtime Call view so manager can login and see if there is an issue when calls come in (currently we only know missed calls or phones offline in detailed call reporting, or via "missed call alert")

3. Push notifications option on the mobile phone when it mobile app can no longer receive calls.

I have also included image from detailed call reports showing our huntgroup test ringing around to two mobile phones and one physical phone and two desktop apps.  You can see that the reporting is confusing and shows mobile phones offline, even though there is no "live view" to see this information (also performed and tested while on support case below).


Setup info:
Phones tested were Iphone 6s and iphone 5s running latest iOS software (iOS10.3.1)
Phones tested had latest Ring Central app removed and re-added from app store (per support case # below).


Original Ring Central Case #: 05666302
Total time spent on phone w/ support: 95 minutes
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David Knapp

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Posted 2 years ago

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