All agents in a group or team, not just Supervisors and above, should be able to easily see the status of all members of the group or team. Team members should not have to check with other team members to see who is in ready status before they leave the queue before they take a break or need to do other work that requires them to be out of the queue. Thank you.

Agent access to dashboard view of other agents could be in the form of another tab on the agent window. In our companies case, our agent has to have a view of the dashboard AND their own inbound metrics. So, we have to use two windows in our case. See attached screen shot for what I mean about another tabbed view.

To also allow users with a Supervisor role to access the Identities functionality under the Digital tab in the RingCX Admin.

Business Impact / Justification:
Currently, only specific roles have visibility and access to the Identities functionality. This limitation prevents Supervisors from effectively managing or reviewing digital identities, which can slow down operations and increase dependency on Admin users. Granting Supervisors this access will:

Improve efficiency by reducing bottlenecks.

Empower Supervisors to manage day-to-day identity needs without escalating to Admins.

Enhance flexibility in managing digital workflows.

This is paramount for the way our call center works currently!

I agree, this needs to be a feature. It is helpful for remote workers that may not be able to see a dashboard on a TV. It also creates efficiencies within the departments in making sure there is always someone available to take calls (especially for smaller teams).

I completely agree. This needs to be a feature. Especially for remote workers. We are on a hybrid schedule and aren't in the same room to display our dashboard on a TV 3 days of a week.

Please see attached.

And in Ringsense! They need to be able to listen to calls.

Hello Team,

This is a feature enhancement that's being requested by a large RingCX Enterprise customer (ICW Group Holdings, Inc.) I'm am hoping Product Team will consider this as a priority.

Thank you

TAM Jesson

Analytics Access for Supervisors: Supervisors should be granted specific Analytics access, allowing them to view all relevant data. This can be set as an Analytics Supervisor role, providing them with the necessary permissions while maintaining restrictions on other settings.

Managing Assigned Users or Teams: Supervisors should have the ability to manage only their assigned users or teams, ensuring they have control over their direct reports.

Restricting Access to Other Settings: Supervisors should not have access to other settings that are restricted to Admin roles. This will ensure that they can perform their duties without compromising sensitive configurations.

Limiting Visibility to Specific Queues and Agents: Supervisors should only see agents and data related to their specific queue, excluding agents from other queues. This will help in maintaining focus and avoiding confusion.