Real Time: Queue Monitoring Panel Needed

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Merged

This conversation has been merged. Please reference the main conversation: Call Queue: Add the ability to see if a caller is holding in the queue? [Real time monitoring]

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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jane

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Posted 5 years ago

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Chase1889

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I agree. Have been waiting for this for a long time, and even looked into talkdesk, as they have these features already.

Also, service levels and such would be great.
(Edited)
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Lori Remington

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I agree we need a call queue monitoring in real time for supervisors and some time of alert system for agents also. the agents have no idea of 10 calls in the que waiting and have no sense of urgency to get off the call they are currently on. if you could have it maybe show calls stacked up on their softphone or some type of alert for them. then supervisor ability to monitor a call queue so we can add more agents if there is heavy volume. is there also a way to do tiers? i have some agents i would like to take over flow instead of being in the main queue group. please work on this stuff it is very much needed. 
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Lori Remington

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This reply was created from a merged topic originally titled call queue monitoring.

I agree we need a call queue monitoring in real time for supervisors and some time of alert system for agents also. the agents have no idea of 10 calls in the que waiting and have no sense of urgency to get off the call they are currently on. if you could have it maybe show calls stacked up on their softphone or some type of alert for them. then supervisor ability to monitor a call queue so we can add more agents if there is heavy volume. is there also a way to do tiers? i have some agents i would like to take over flow instead of being in the main queue group. please work on this stuff it is very much needed. 
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MJ

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This reply was created from a merged topic originally titled Need Real Time Call Log Reports!!.

The call logs are not helpful, since they are historical and not real-time. We are missing calls because we don’t know that we have callers in the queue.

We need real time call logs.
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Vince Savoldi, Champion

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I agree with the above...

I need to see real time stats on agents and callers.

How many callers on the phone,

How many callers in queue

How many callers have dropped in the last x min.

it seems that callers do not want to leave voicemails so it seems very important to be able to know if there are callers holding so we can assign more staff as needed.

Especially useful would be the ability to monitor the call queue manually to push callers to a specific extension rather than waiting for the "busy" timer to run out.

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Claudio (Customer)

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I think what you need is RingCentral Contact Center plan http://www.ringcentral.com/contact-ce...
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Vince Savoldi, Champion

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As a pro customer it should be included. We purchased Ring Central to save money not spend money. All I want is for it to work like my sales person assured me it would.
Thanks for your suggestion!
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Claudio (Customer)

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I'm completely with you Vince, from our side, we really need Reports (at least accurate) but not budget to move into CCenter. So one of the things I can do (instead of just waiting) is pushing around here (or rising the hand) when I have the chance.
(Edited)
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Vince Savoldi, Champion

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Yep, i am doing the same thing hoping I come across a post where someone has something good to say... Seems like people have been complaining about the reports and call logs for years and nothing seems to ever get done... Kind of sad the way I see it. Seems like Ring Central should just come out and say "we are not changing the reports or call logs, just buy contact center or go somewhere else".
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Claudio (Customer)

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Yeah! it seems like RC was created at the beginning, mainly for small clients...
Let's keep rising hands and voices! (or at least having good times).

(Edited)

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