Rotating Queues: Need a way for admins to know the agent order or know which phones would ring next

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Our company has been using Fixed Order for our call queues for our groups for a long time. Now that we've grown, we need to ensure all our support reps are able to get an even distribution of calls throughout the day so we have decided to change it to Rotating call queue order. With Fixed Order, I can clearly see where and to who a call would be routed to next. However, that is not the case with Rotating, which is problematic as the entire team is unsure of who the call is moving to next and cannot speak to accountability. 

From what I understand after speaking with a RingCentral support rep, Rotating tells the system to recognize which phone has been available the longest in queue without a call and ping that phone first. Please allow admins to see this perceived order, i.e. who has been in queue the longest and will be rung first, second, etc.

Thank you.
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Lucy Lei

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Posted 3 years ago

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