Feature Enhancement Request – RingCX
Title: Audible Notification for Agent Pending Disposition (Pend-Disp) Status

Request Summary:
Request enhancement in RingCX Agent Workspace to provide an audible notification when an agent remains in Pending Disposition (Pend-Disp) status, similar to the current Ring No Answer (RNA) audible alert behavior.

Current Behavior:
In RingCX, when an agent misses an offered interaction and enters RNA (Ring No Answer) status, the agent receives an audible beeping notification until they manually change their state (e.g., Available, Away, or another status).

However, when an agent enters Pending Disposition (Pend-Disp) status, there is currently no equivalent audible indication that the agent remains in that state.

Requested Enhancement:
Introduce an audible alert for agents while they are in Pending Disposition (Pend-Disp).

Proposed Behavior:

• Trigger an audible notification when the agent enters Pend-Disp.
• Continue the notification until the agent:
completes disposition and returns to an available state, or
manually changes to another status.
• Ideally make the behavior configurable at the account/site/queue level (enable/disable and alert interval).

Business Justification:

• Prevent agents from unintentionally remaining in Pend-Disp for long periods.
• Improve awareness and reduce unnecessary occupancy caused by incomplete dispositions.
• Increase agent productivity and state management consistency.
• Align user experience with existing RNA notification behavior in RingCX.

Expected Outcome:
• Agents receive an audible reminder while in Pend-Disp, helping reduce forgotten dispositions and improving operational efficiency.