397 results found

1. Call controls for RingCX calls with desk phone pairing

   RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

   Summary:
   Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

   Description:
   Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

   Expected Behavior:
   When "RingCentral Phone" is selected as the voice connection and RingCentral App is Paired to a Deskphone, users should not be limited to using Deskphone as Media Endpoint. Agents should be able to manage call control on the Deskphone to:

   Perform call transfers
   Access standard call control features (hold, mute, transfer, etc.)
   Seamlessly interact with RingCX features, including voicemail routing

   Business Impact:
   This limitation affects agent workflow and efficiency, especially for organizations transitioning from Integrated Softphone to RingCentral Phone. It prevents agents from utilizing familiar and centralized call handling using their Deskphone

   Use Case:
   RingCX Agents would like to utilize full call handling capabilities using deksphone buttons, including the ability to transfer calls, put callers on hold or mute. The current behavior results in failed transfers, hold reflecting possible audio issues and operational friction.

   Requested Enhancement:
   Enable full call control using Deskphone when "RingCentral Phone" is used as the voice connection in RingCX and RingCentral App is Paired to the Deskphone.

   RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

   Summary:
   Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

   Description:
   Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

   Expected Behavior:
   When "RingCentral Phone" is selected as the voice… more

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   Planned  ·  9 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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2. Feature Request: Scheduled Callbacks for Voice Queue Dispositions

   Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions

   Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists

   Feature Request:

   Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.

   The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.

   Requested notification and dialing options:

   • Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be completed.

   • Optionally allow RingCX to automatically dial the scheduled callback when the assigned agent’s state changes to Available.

   • If the original agent is unavailable, optionally allow the callback to be handled by another eligible agent in the queue.

   • Show the callback’s status, such as Scheduled, Due, In Progress, Completed, Missed, or Rescheduled.

   • Allow authorized users to reschedule, reassign, or cancel a pending callback.
   Record the callback activity in the interaction history and reporting.

   Example Workflow:

   1. An agent completes a Voice Queue interaction.
   2. The customer requests a callback at a specific date and time.
   3. The agent selects Schedule Callback as the Voice Queue disposition.
   4. The agent enters the callback schedule and saves it.
   5. The callback is added to the Queue Callback Lists tab.
   6. When the callback becomes due, RingCX displays an alert or banner to the agent.
   7. Depending on the configured behavior, the agent can manually start the call, or RingCX automatically dials the customer when the agent becomes available.
   8. The callback result is recorded and the item is removed from, or marked completed in, the callback list.

   Business Need:

   Voice Queue agents often receive requests to call customers back at a specific time. Without a native scheduling workflow, agents must rely on external calendars, notes, or manual reminders. This creates a risk of missed callbacks, inconsistent customer experiences, and incomplete reporting.

   Adding scheduled callbacks directly to Voice Queue dispositions would centralize callback management, improve agent accountability, reduce missed customer commitments, and provide better operational visibility.

   Important Distinction:

   This request is specifically for Voice Queue dispositions. It is separate from the existing scheduled-callback functionality associated with Campaign Dialer dispositions. The requested feature should work for inbound or Voice Queue interactions and integrate with the Queue Callback Lists workflow.

   Acceptance Criteria:

   • Agents can schedule a callback from a Voice Queue disposition.
   • The callback date, time, time zone, phone number, and notes can be captured.
   • The scheduled callback appears in the Queue Callback Lists tab.
   • The assigned agent receives a visible notification when the callback becomes due.
   • Administrators can configure manual dialing or automatic dialing when the agent becomes available.
   • RingCX prevents multiple agents from calling the same callback simultaneously.
   • Missed or overdue callbacks remain visible and can be escalated or reassigned.
   • Callback attempts and final outcomes are included in interaction history and reporting.

   Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions

   Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists

   Feature Request:

   Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.

   The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.

   Requested notification and dialing options:

   • Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be… more

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3. Feature Request: Configurable Agent “Working” State Timeout

   Feature Request: Configurable Agent “Working” State Timeout
   Summary

   Enable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.

   Problem Statement

   • Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.

   Proposed Solution

   • Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:

   1. Enable or disable the timeout for the Working status.
   2. Configure the timeout duration.
   3. Select the action RingCX performs when the threshold is reached. Timeout Actions

   Administrators can choose one of the following actions:

   1. Sign out of RingCX • Completely sign the agent out of RingCX.
   2. Sign out of all queues • Remove the agent from every assigned queue while keeping them signed in to RingCX.
   3. Change status to Available • Automatically change the agent’s status from Working to Available so they can receive new interactions.
   4. Do nothing Keep the agent in Working status. The timeout event may still be recorded for reporting or monitoring purposes.

   Functional Requirements
   • The timeout duration must be configurable by an authorized administrator.
   • The timer starts when an agent enters the Working status.
   • The timer resets whenever the agent exits and later re-enters the Working status.
   • The configured action is performed only if the agent remains continuously in Working status for the entire timeout period.
   • If the agent changes status before the threshold is reached, no timeout action is performed.
   • The setting may be configured globally and, if supported by RingCX’s configuration model, overridden for specific teams or agent groups.
   • Only users with the appropriate administrative permissions can change the timeout configuration.
   • Configuration changes should be recorded in the administrative audit log.

   Each timeout event should record:
   • Agent name or ID
   • Time the agent entered Working status
   • Configured timeout duration
   • Time the threshold was reached
   • Action performed

   Result of the action

   Agent Experience

   • RingCX should optionally notify the agent before performing the configured action. For example:

   "You have been in Working status for 55 minutes. Your status will automatically change in 5 minutes."

   When the action is performed, the agent should receive a confirmation explaining what happened and why.

   Acceptance Criteria

   1. Given that the Working State Timeout is enabled, when an agent remains continuously in Working status for the configured duration, then RingCX performs the selected timeout action.

   2. Given that the selected action is Sign out of RingCX, when the timeout is reached, then the agent is signed out of RingCX.

   3.Given that the selected action is Sign out of all queues, when the timeout is reached, then the agent is removed from all queues but remains signed in to RingCX.

   1. Given that the selected action is Change status to Available, when the timeout is reached, then the agent’s status changes to Available.

   2. Given that the selected action is Do nothing, when the timeout is reached, then the agent remains in Working status and no automatic status change or sign-out occurs.

   3. Given that an agent exits Working status before reaching the timeout, then no timeout action is performed and the timer is cleared.

   4. Given that an agent later re-enters Working status, then a new timeout period begins.
      Given that an automatic timeout action occurs, then the event and its result are recorded in the audit or activity log.

   5. Given that a pre-timeout notification is enabled, then the agent receives a warning at the configured time before the action occurs.

   Business Value

   This feature would help organizations:

   • Prevent agents from remaining unavailable unintentionally.
   • Improve queue coverage and workforce availability.
   • Reduce manual monitoring by supervisors.
   • Improve the accuracy of agent-state reporting.
   • Maintain service levels through consistent status management.

   Feature Request: Configurable Agent “Working” State Timeout
   Summary

   Enable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.

   Problem Statement

   • Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.

   Proposed Solution

   • Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:

   1. Enable or… more
   14 votes

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4. Add Busy Tone and Announcement options for RingEX calls during active RingCX sessions

   Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.

   Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:

   • Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.

   • Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.

   • Forwarding: Route the direct call to a prefered destination.

   Business Value:

   • Agent Efficiency: Prevents REX personal voicemail clutter for agents in high-volume CX environments.

   • Improved CX: Callers get immediate feedback (Busy/Announcement) rather than leaving messages that may not be checked for hours.

   • Flexibility: Supports business workflows where personal voicemail is disabled or not used.

   Benefits:

   • Eliminates administrative overhead for agents.

   • Provides more professional call handling options during active CX sessions.

   • Allows for "Active" rather than "Passive" call management.

   Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.

   Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:

   • Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.

   • Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.

   • Forwarding: Route the direct call… more

   23 votes

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5. Extension dialing between CX and EX

   Extension dialing between EX and CX is needed. Having to route calls between the two platforms with a 10 digit number results in the need for additional phone numbers, and cost for the customer.

   Another problem with 10 digit numbers, is that if routing is built using temporary numbers that will go away after porting, all of those references have to be updated on CX and EX after the port.

   172 votes

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   Future Consideration  ·  25 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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6. Align RingCX Agent 'Stats' Tab with Real-Time Analytics: Split 'Presented' into Inbound & Outbound

   Currently, in the RingCX Agent Interface, the Stats tab (specifically under the 'Inbound' and 'Blended' views) provides a single column for "Presented" calls. This metric is an aggregate that combines both Inbound and Outbound presented calls into one figure.

   In contrast, the RingCX Analytics Real-Time Dashboards (e.g., the People Services Dashboard) already provide a granular breakdown with separate columns for "Pres. IB" (Inbound) and "Pres. OB" (Outbound).

   This discrepancy creates a lack of visibility for agents who need to distinguish between their reactive (inbound) and proactive (outbound/manual dial) performance within their primary workspace.

   Proposed Solution
   Update the Table Settings within the Agent 'Stats' view to allow for more granular metric selection. Specifically, we request that the single "Presented" checkbox be replaced or supplemented with:

   Presented Inbound (Pres. IB)

   Presented Outbound (Pres. OB)

   This change should be reflected in both the Stats Table columns and the Summary Tiles at the top of the interface.

   Key Benefits
   Consistency: Aligns the Agent UI with the existing Real-Time Analytics/Supervisor reporting structure, providing a "single source of truth" across the platform.

   Performance Tracking: Allows agents to clearly see how many manual dials or outbound campaign calls have been presented versus inbound queue volume.

   Accuracy: Prevents confusion when an agent's "Presented" count is high, but their "Answered" count looks low because they were performing manual dials that are currently being lumped into the same stat.

   Operational Efficiency: Reduces the need for agents to ask supervisors for a breakdown of their activity, as they can self-serve this data directly from their RingCX workspace.

   Supporting Documentation
   Refer to attached: JLP RCX Agent Stats Settings.jpg – Shows the current limitation in the Table Settings.

   Refer to attached: JLP RCX Real Time Dash.jpg – Shows the existing functionality in Analytics that we wish to see mirrored in the Agent view.

   Currently, in the RingCX Agent Interface, the Stats tab (specifically under the 'Inbound' and 'Blended' views) provides a single column for "Presented" calls. This metric is an aggregate that combines both Inbound and Outbound presented calls into one figure.

   In contrast, the RingCX Analytics Real-Time Dashboards (e.g., the People Services Dashboard) already provide a granular breakdown with separate columns for "Pres. IB" (Inbound) and "Pres. OB" (Outbound).

   This discrepancy creates a lack of visibility for agents who need to distinguish between their reactive (inbound) and proactive (outbound/manual dial) performance within their primary workspace.

   Proposed Solution
   Update the Table Settings within… more

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7. Show agent's notes on specific call in call history

   When setting disposition, agent can leave free text notes related to that call together with AI generated summary. However, these notes are never shown in the call details under calls history. The suggestion is to show these custom notes as well.

   5 votes

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8. Ability for Agents to View Real-Time Cumulative Agent State Duration

   RingCentral CX should provide agents with the ability to view their own cumulative agent state durations throughout the day in real time. This feature would allow agents to see the total amount of time spent in each state (Available, Unavailable, Break, Lunch, ACW, Training, Meeting, etc.) from the start of their shift through the current moment.

   Business Need: Providing agents with visibility into their cumulative state times promotes accountability, self-management, and adherence to schedule expectations. Agents would be able to proactively monitor how much time they have spent in various states and make adjustments throughout the day without relying on supervisor intervention or end-of-day reporting.

   Benefits:

   Increases transparency and ownership of agent performance metrics.
   Helps agents self-manage adherence to breaks, lunches, meetings, and auxiliary states.
   Reduces supervisor requests for state-duration information.
   Supports real-time coaching and performance improvement efforts.
   Improves agent awareness of productivity and schedule adherence throughout the workday.

   Example Use Case: An agent wants to know how much total time they have spent in "Break" or "Unavailable" status before taking an additional unscheduled pause. Rather than contacting a supervisor or waiting for reports, the agent can view their cumulative daily state durations directly within the RingCentral CX interface and make informed decisions based on real-time data.

   RingCentral CX should provide agents with the ability to view their own cumulative agent state durations throughout the day in real time. This feature would allow agents to see the total amount of time spent in each state (Available, Unavailable, Break, Lunch, ACW, Training, Meeting, etc.) from the start of their shift through the current moment.

   Business Need: Providing agents with visibility into their cumulative state times promotes accountability, self-management, and adherence to schedule expectations. Agents would be able to proactively monitor how much time they have spent in various states and make adjustments throughout the day without relying on… more

   6 votes

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9. ring CX call id

   When receiving an incoming call from an employee their name is not displayed unless they are on the ex side only. This causes confusion on who is calling. We would like for the employees name that is calling any internal extension to be displayed on the incoming call whether they are cx or ex

   22 votes

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10. RingCx Agent non-activity (Idle) for an amount of time - to change status to any unavailable state

    The customer wants agents' status to automatically change to a selected unavailable state after a specified idle time period.

    9 votes

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11. Bring the application to foreground when agent script is configured for the queue or campaign

    Currently, when an incoming call is received, only the RingCentral softphone interface is displayed. Users have identified that when Agent Scripting is configured, it is inefficient to manually click into the main application to view the script and caller details after answering.

    Requirement:
    The user is requesting a feature or setting that allows the entire application window to pop up automatically upon an incoming call. This would ensure that the agent script and full caller information are immediately visible, removing the need for manual navigation and improving response times.

    17 votes

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12. Automatically log the RingCX agent out after they stay idle for a certain period of time

    To have a settings where they can set an idle time to automatically log out RingCX agent.
    New status "Auto Logged Off" to track in reporting.
    Option to schedule log outs, e.g. in the end of the day.

    21 votes

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13. RCX AGENT DIALPAD

    RCX Agent Dialpad should be added on Agent Tab in RingCentral App.
    This means that the Dialer/Dialpad within RingCX Tab has RingCX CallerID's by default and will have no option to use RingEX lines as OB Caller ID. This will enhance and minimize agent errors when making an outbound call.

    •  

    12 votes

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14. INTERCEPT

    Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code

    Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.

    This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.

    We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual reason for the call failure. Examples would include:

    Invalid Number

    Blocked by Carrier

    Rejected by User or Declined

    Implementing this change would provide immediate, actionable insight into call failures directly within the user interface. This would significantly improve the user experience, reduce administrative overhead, and allow for much faster troubleshooting.

    Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code

    Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.

    This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.

    We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual… more

    74 votes

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15. Overriding Wrap Up ACD State

    Agents should be able to override the pre-set wrap up time. They should be able to change their status back to available if no wrap up time is required and continue tackling the calls holding.

    6 votes

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16. Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)

    Description:

    • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

    However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

    Feature Request:
    • We propose introducing a more appropriate default system state for these specific conditions (e.g., system sleep, network timeout, or WebSocket disconnects):

    🔄 Replace “WORKING” with a clearer status such as:

    “Connection Lost”
    “Disconnected”
    “Session Timeout”
    “Network Error”

    This status should only be triggered during system-driven disconnections, not manual agent actions.

    Why This Matters:

    • Improves transparency in real-time dashboards and routing behavior.

    • Helps admins and supervisors immediately identify connection issues vs. assuming the agent is working.

    • Reduces missed or mishandled calls due to misinterpreted statuses.

    • Supports accountability and follow-up (e.g., reaching out to the agent to check if they’re experiencing technical issues).

    • Aligns agent state logic with actual backend session state and improves operational visibility in high-volume contact centers.

    Reproducible Scenarios:

    Agent is logged in and set to AVAILABLE.
    Machine enters sleep mode.
    Upon waking, session reconnects — agent is placed in “WORKING” despite no input.

    OR

    Agent places an outbound call to a disconnected number.
    Call fails; agent transitions to “WORKING” without taking any further action.

    Impact:
    • Frequent confusion among admins.
    • Incorrect routing behavior due to “active” status.
    • Average of 4–5 agents per hour affected.
    • Impacts SLA, productivity, and agent accountability metrics.

    Suggested Implementation:
    • Enhance session reconnection logic to check:

    • If agent is not actively engaged with UI.

    • If the reconnection was system-triggered (e.g., Layer 2 reconnect or socket timeout).

    → Place agent into a descriptive, non-selectable system state that reflects the disconnection reason.

    Description:

    • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

    However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

    Feature Request:
    • We propose introducing a more appropriate default system state for these specific conditions (e.g.,… more

    137 votes

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17. Remove or disable the Callbacks and Scripts tabs using the SPOG Application

    Remove or disable the Callbacks and Scripts tabs using the SPOG Application

    3 votes

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18. RingCx Agent Stop Dialing key to automatically change status of agent to RNA or any unavailable state.

    RingCx Agent Stop Dialing key to automatically change status of agent to RNA or any unavailable state.

    5 votes

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19. Offer post-call disposition

    Current Behavior:

    When agents make outbound calls and the call is intercepted, automatically dropped, or the number is out of service, their status automatically changes back to “Available.” This can cause issues when multiple calls are waiting in the queue, as agents may immediately receive a new call even though they just finished handling the previous one.

    Expected Behavior:

    When an outbound call is classified as “Intercepted,” automatically dropped, or the number is out of service, RingCX should provide the post-call disposition option and allow agents to select their next agent state instead of automatically returning to “Available.”

    Possible Business Values

    Improved Agent Availability Control – Lets agents select the appropriate post-call state instead of automatically returning to Available after an intercepted, dropped, or out-of-service call.

    Prevents Unintended Calls – Reduces the likelihood of agents immediately receiving another inbound call when they have just completed an outbound attempt and still need time to document the interaction or perform follow-up work.

    Better Queue Management – Helps prevent unnecessary calls from being routed to agents who are not actually ready to handle another interaction, particularly when there is a high volume of calls waiting in the queue.

    Improved Agent Productivity – Gives agents the ability to properly disposition unsuccessful outbound attempts and select the appropriate next state, reducing the need to manually change their status immediately afterward.

    Improved Customer Experience – Helps ensure agents are genuinely ready before receiving another customer interaction, reducing situations where an agent is unexpectedly presented with a new call immediately after an unsuccessful outbound attempt.

    Current Behavior:

    When agents make outbound calls and the call is intercepted, automatically dropped, or the number is out of service, their status automatically changes back to “Available.” This can cause issues when multiple calls are waiting in the queue, as agents may immediately receive a new call even though they just finished handling the previous one.

    Expected Behavior:

    When an outbound call is classified as “Intercepted,” automatically dropped, or the number is out of service, RingCX should provide the post-call disposition option and allow agents to select their next agent state instead of automatically returning to “Available.”

    Possible Business… more

    4 votes

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20. Automatically Change Agent State to Available After Wrap Time

    Problem Description:
    RingCX currently does not automatically change an agent's state from the configured post-call state (such as ACW) to Available after the configured Wrap Time has elapsed.

    Current Behavior:
    Wrap Time only determines how long before another call can be presented to the agent after the previous call has ended. It does not automatically transition the agent's state to Available.

    For example, if Wrap Time is set to 30 seconds and the post-call state is ACW, the agent remains in ACW after the 30 seconds have elapsed unless they manually change their state to Available.

    Expected Behavior / Feature Request:
    Provide an option to automatically transition an agent's state to Available once the configured Wrap Time has elapsed.

    For example:

    Wrap Time: 30 seconds
    Post-call state: ACW
    After 30 seconds: Agent automatically changes from ACW to Available
    Agent becomes eligible to receive the next incoming interaction

    Business Impact:
    This would reduce the need for agents to manually change their state after completing post-call work and help ensure agents become available for the next interaction as soon as the configured wrap period has ended.

    Requested Enhancement:
    Add a configurable option that allows administrators to automatically set the agent's state to Available when the Wrap Time expires, similar to functionality available in other contact center platforms such as NICE and Five9.

    Problem Description:
    RingCX currently does not automatically change an agent's state from the configured post-call state (such as ACW) to Available after the configured Wrap Time has elapsed.

    Current Behavior:
    Wrap Time only determines how long before another call can be presented to the agent after the previous call has ended. It does not automatically transition the agent's state to Available.

    For example, if Wrap Time is set to 30 seconds and the post-call state is ACW, the agent remains in ACW after the 30 seconds have elapsed unless they manually change their state to Available.

    Expected Behavior / Feature… more

    4 votes

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