Feature Request: Real-Time Queue Visibility in RingEX Desktop App
Dear Product Team,
We would like to formally submit a feature request for RingEX.
Currently, agents using the RingCentral desktop application do not have visibility into the number of callers waiting in the queues to which they are assigned. This limitation impacts operational awareness, staffing responsiveness, and overall service level management.
We request the introduction of a feature that allows agents to view real-time queue statistics, specifically the number of callers waiting per assigned queue. This functionality could be delivered through any of the following options:
A built-in real-time queue display within the RingCentral desktop application (enabled via permission or admin setting),
A dedicated dashboard accessible through the application, or
A secure URL-based live monitoring page that agents can access while logged in.
Providing real-time queue visibility would improve agent situational awareness, support better workload management, and enhance overall customer experience.
We appreciate your consideration of this request and look forward to your feedback.
Homert
shared this idea
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Krisi
commented
Actually, seeing not only the number of people waiting in que, but seeing the actual list of people waiting in que, and being able to answer them out of order would be incredibly beneficial. When several people are answering calls from one call que, when we are waiting for a call back, we can pull them from the list, instead of another employee taking their call and not knowing what they are calling for, causing the caller to explain the entire story all over again. Also seeing how long callers have been waiting to talk to someone would be fantastic as well. Just some ideas from a user in a call que that takes hundreds of calls. :)
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Hi Homert. Thank you for the idea. Other than the number of calls waiting in a queue, are there any other metrics you want to include? If so, what would be those and why you think they are important?
