Currently, the Live Report in RingCentral's analytics portal offers a valuable overview of agent activity. However, it requires active monitoring and refreshing to stay updated on changes in agent status.

I propose adding a real-time agent status notification system that provides immediate, visual alerts within the portal whenever there's a change in an agent's status. This would include notifications for:

Agent becomes available: A notification pops up when an agent finishes a call or becomes available to take calls from the queue.
Agent goes on queue: An alert appears when an agent activates their queue status, indicating they're ready to handle incoming calls.
Agent goes off queue: A notification is triggered when an agent deactivates their queue status, signaling they are temporarily unavailable for queue calls.
Agent enters a call: An alert is displayed when an agent answers a call, showing they are currently engaged.
These real-time notifications would eliminate the need for constant manual checks, allowing supervisors to:

React more quickly to changes in agent availability: Supervisors can immediately assign tasks or re-route calls based on real-time agent status.
Optimize queue management: Ensure calls are distributed efficiently and customers experience minimal wait times.
Improve overall team performance: Gain better visibility into agent activity, leading to more informed coaching and performance reviews.
Ideally, these notifications would be customizable, allowing supervisors to choose which events trigger alerts and how they are displayed (e.g., pop-ups, sound alerts, etc.). This would further tailor the feature to individual team needs and preferences.

Implementing real-time agent status notifications would significantly enhance the live monitoring capabilities of RingCentral's analytics portal, empowering supervisors to make more informed, proactive decisions that ultimately benefit both agents and customers.