Scheduled agent shifts in queue
Existing functionality: RingCX can have set hours of operation at the queue level. For agents that need to log in and out of different queues throughout the day, they can log in and out manually by updating their current session or have a supervisor reassign via real time dashboard.
Desired functionality: Allow the ability to configure what time of day an agent is allocated to specific queues. For example, Agent One should be in queues A and B from 8:00am - 11:00am, then queues B and C from 11:00am - 5:00pm. Meanwhile, Agent Two may need to be in queues B and C 8:00am - 12:00pm, and queue A and B 12:00pm - 5:00pm. This allows shift based support for different queues based on call volume throughout the day, without needing to manually log in / out when they need to switch.
Randi
shared this idea