Native Call Waiting Functionality with Real-Time Caller ID Visibility for In-Queue Callers in RingCX Agent Interface
Add a native feature to display Caller ID (name and number) of waiting callers (2nd, 3rd, etc.) within the active call screen in the RingCX Agent interface.
Current Limitation:
Agents are currently unable to see Caller ID information for waiting calls unless they leave the active call view and manually navigate to other areas like the Analytics or Supervisor tabs. This creates a disjointed experience and impacts real-time decision-making.
Use case:
An agent is currently engaged in a live call. While speaking, they can glance at the interface and see the next caller waiting — “John Smith | (555) 123-4567 | Waiting: 00:45s”. This visibility helps the agent anticipate the urgency and adjust accordingly after wrap-up.
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Darlene
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