view callers on hold in queue

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  • Updated 4 years ago
Merged

This conversation has been merged. Please reference the main conversation: RingCentral Contact Center

1.  Inbound call center
2.  The ability to see a "call queue".  A feature which would allow an admin, on their computer, to view callers currently waiting for available agents.
3.  Business owners/managers/agents could see, in real time, the number of current callers who were waiting to speak to an agent.  It's very common with T1 lines, and is used in numerous cases ranging from customer service to sales.  It's helpful for breaks, lunch planning, general staffing, etc.  For example, if you have 3 reps on break at the same time, it would be nice to know if there were people holding, so they could come off break early.  Also, you may need to bring in lunch if you have a day where you're receiving a high number of calls.  It would also help for staffing if you notice that you have a high number of people waiting during the lunch hours, less during the evening, etc.  Finally, it's extremely helpful in a sales environment to schedule marketing/staffing.  Overall, it gives a very good picture of the day to day, cyclical flow of your business.  It's an essential feature for higher volume, inbound applications.
4.  Feature would allow for proper staffing, marketing and overall call flow applications for inbound centers.
5.  n/a
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adam3511

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  • hopeful that this can be added as it's an essential feature for all inbound applications.

Posted 4 years ago

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Stephen Shaffer

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Upgrade to RingCentral Call Center Software for those seats acting as inbound agents.

If you are not presently being served by a specific agent, please call me at 913 529 0015.

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