We need to be able to monitor this to ensure they are not turning this option off and only receiving direct calls. This feature would be used on a daily basis by our support managers to ensure that calls are being routed properly.
Related case #04944670
We need this option too. Seeing who is in the queue is really important not only for call routing, but for work load of our support technicians.
We have a huge problem with technicians that will leave the call queue (and say they are still in the call queue). The team members that are actually in the queue get overburdened with all the calls. If I want to know if a team member is in the queue (so that they get call queue calls) I have to physically look at their ring central desktop app with them. There is no place to check it in the admin portal either.
It's easy enough for support technicians to just switch the button over to being back in the call queue when they see a manager approaching too. As a manager I need to be able to spot check this to see if people are actually doing their job.
They can also spend several minutes/or hours out of the call queue, and then when you ask them if they are in there, they will put themselves back in. There is no way for me to check on the accountability of this.
To compound this situation, there is a bug with the Desktop App. If you 'click and drag' the button over to 'accept call queue calls' it doesn't put you in the call queue (Even though the button moves over). You have to click (without dragging the mouse) to toggle the button off or on.
This is another way that some of our support technicians take advantage of 'being in the call queue' when they really aren't. They take advantage of this bug to pretend that they are in the queue.
Any help surrounding all this would be very helpful.
Queue Activity - The Bridge Operator Console shows queue activity (bottom right panel), and when you click on a queue, who is assigned to that queue along with their status (Company Directory Pane). Note the queue name, as defined in RC is displayed as well.
Status: There are three status settings related to this thread:
A. Available - Show available for queue calls and internal calls.
B. "Do Not Disturb - Department" - When a user toggles out of queue calls, they have removed themselves from taking queue calls. In this case, their status changes to "Do Not Disturb - Department".
C. "Do Not Disturb" - This status puts the individual in DND for all calls and shows "Do Not Disturb". Note there is an absence of "- Department" in the activity field for this status.
This functionality allows users to manage who is/isn't available in call queues. In our experience, being able to see these status items gives the manager/supervisor the visibility needed to manage their teams. Giving users to change a team mate's status can be dangerous for many reasons.
- At best you may lose calls when someone is set to available but is indeed not.
- At worst, it can be malicious behavior from one rep to another. This is just as inappropriate as taking oneself out of the queue when you are expected to be available in the queue.