This is an integral part of reporting to grow my direct reports. The ability to track the ability for them to sit on DND all day and not answer calls is clouded trying to figure out how many calls they actually ignored doing this. Ignored calls do not populate when on DND mode.

Shocked that this is still not addressed.

I agree. This piece of information is crucial for oversight.

Why is this still "Future Consideration"? It's been over two years since it was created.

KPI's are standard features in Call Centers, to bring Ring Central up to date the feature to show available and unavailable time is a MUST. Supervisors and managers at a glance need to be able to see who has been unavailable and for how long. If necessary run reports to investigate if this is an ongoing issue and concern. Currently the audit trail is time consuming especially if you are looking over a period of time to identify a trend. Ring Central has a lot of great current features, in my opinion this is one they have overlooked but should certainly be adding sooner than later if they wish to stay competitive and up to date in the Call Centre Industry.

I think this is a must-have as with Working from home this is so difficult to track, I would like to know whos swinging the lead by just sitting on DND

I would like to be able to look at a daily history of the times when my agents were in available/busy/do not disturb/ etc. This way, I can determine why there is call volume disparity during overlapping shifts despite being on a rotating queue. This can also allow me to go over missed calls with agents and determine why they were not available.

Have visibility on what time each user logged in (i.e. available) and logged out (i.e unavailable) on the Queue. Currently we can see the time when inbound and outbound calls took place but do not see for a given day the details when a user was available and unavailable. Users have expectations on when they need to be available and we want to make sure they comply.

A feature in web portal for checking the RC app status if it is offline or online

is it possible to report on queue members and whether they are active or not, or for how long in a timeframe they have not been available for queues they are part of

We have several supervisors that were able to monitor a user remotely to be able to see how much actual time a certain user was actually logged into their queue during their workday.

This is critical!

For our own internal review processes we would love to see the time a user spends in Busy/DND mode. Also a counter of calls that skip that user based on the "Busy" status.

It would be very helpful to see the Time when the agents log in and out. In driving productivity in the business.

Would love to see you guys add a default status that says "Lunch" and/or "Break" to Glip/chat funtionality so our employees don't have to manually type it every time since it's something we all do everyday.

Within Performance reports it would be very handy to show when queue members log in and out of their queue for supervisors to view. The Audit Trail has this feature of all users but only Administrators have access to this.

Knowing how long an employee is in Available or Unavailable Status is helpful, and may reflect call avoidance.

For my call center, it would be helpful to see how much time the users are on DND and not receiving calls.

Reporting on Agents' status and availability during the day. Agent 'A' available for 6hrs/ DnD for 2 hrs

There needs to be a dashboard that quickly shows whether a user is accepting queue calls or not. I am not so interested in their "staus" (ie available, DND, invisible, etc...) I need to be able to see whether an agent is accepting call queue's. I would also like to see have a KPI that shows "amount of time" not accepting queue calls.