Currently, RingCX agents have limited visibility into calls across queues, agent availability, and overall queue activity. While supervisors can see more detailed information, agents themselves cannot access this data without compromising security. Existing workarounds, such as using JWT tokens, are not viable as they grant access to admin settings and analytics, creating a significant security risk.

Agents would benefit from a dedicated dashboard that provides real-time visibility into calls, queue status, and agent availability without exposing KPIs or sensitive information from other agents. This would also support coordination among agents for breaks, shift changes, and coverage planning.

We request the creation of enhanced Agent Dashboards that provide:

1. Queue Activity Visibility:

Real-time view of calls coming into queues relevant to the agent’s role. Information on which agents are logged into the same queue and their availability.

1. Secure Role-Based Access:

Agents only see data relevant to their team/queue. No exposure to admin dashboards or sensitive KPIs of other agents. Avoids unsafe workarounds like JWT tokens.

Proposed Solution Features:

Dedicated dashboard for agents within RingCX app.

Real-time display of calls in assigned queues.

Live visibility of agents in the same queue, including status, with option to show or hide KPIs.

Role-based restrictions to ensure data security and compliance.

Option to have notifications or indicators for agent availability and queue activity.

Benefits

Agents can better coordinate breaks, coverage, and workloads, improving overall efficiency.

Real-time queue visibility helps agents respond faster, enhancing customer service.

Agents see only relevant data while sensitive information remains protected, ensuring security

Supports diverse workflows and aligns real-time operations with analytics, increasing flexibility