More Flexible and Customizable Agent Status Options
Requesting the ability to create and manage custom agent states beyond the default RingCentral options. The current predefined states are too rigid and don’t always reflect the real activities or availability of teams.
By allowing the base state to align more closely with custom statuses, workforce management and reporting accuracy would significantly improve.
This would enable:
Teams to define custom states (e.g., “After-Call Work,” “Training,” “Break – Coverage,” “System Tasks”) that will reflect on the real-time and historical dashboards and reports.
Mapping of these custom states to RingCentral’s base presence states for analytics and queue logic.
- More accurate visibility into agent availability and performance metrics.
- Better alignment between operational workflows and reporting dashboards.
Example Use Case:
Supervisors could differentiate between agents based on status instead of showing as simply “working” improving scheduling and productivity tracking.
Lariane
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