Feature Request: Configurable Agent “Working” State Timeout
Summary

Enable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.

Problem Statement

• Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.

Proposed Solution

• Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:

1. Enable or disable the timeout for the Working status.
2. Configure the timeout duration.
3. Select the action RingCX performs when the threshold is reached. Timeout Actions

Administrators can choose one of the following actions:

1. Sign out of RingCX • Completely sign the agent out of RingCX.
2. Sign out of all queues • Remove the agent from every assigned queue while keeping them signed in to RingCX.
3. Change status to Available • Automatically change the agent’s status from Working to Available so they can receive new interactions.
4. Do nothing Keep the agent in Working status. The timeout event may still be recorded for reporting or monitoring purposes.

Functional Requirements
• The timeout duration must be configurable by an authorized administrator.
• The timer starts when an agent enters the Working status.
• The timer resets whenever the agent exits and later re-enters the Working status.
• The configured action is performed only if the agent remains continuously in Working status for the entire timeout period.
• If the agent changes status before the threshold is reached, no timeout action is performed.
• The setting may be configured globally and, if supported by RingCX’s configuration model, overridden for specific teams or agent groups.
• Only users with the appropriate administrative permissions can change the timeout configuration.
• Configuration changes should be recorded in the administrative audit log.

Each timeout event should record:
• Agent name or ID
• Time the agent entered Working status
• Configured timeout duration
• Time the threshold was reached
• Action performed

Result of the action

Agent Experience

• RingCX should optionally notify the agent before performing the configured action. For example:

"You have been in Working status for 55 minutes. Your status will automatically change in 5 minutes."

When the action is performed, the agent should receive a confirmation explaining what happened and why.

Acceptance Criteria

1. Given that the Working State Timeout is enabled, when an agent remains continuously in Working status for the configured duration, then RingCX performs the selected timeout action.

2. Given that the selected action is Sign out of RingCX, when the timeout is reached, then the agent is signed out of RingCX.

3.Given that the selected action is Sign out of all queues, when the timeout is reached, then the agent is removed from all queues but remains signed in to RingCX.

1. Given that the selected action is Change status to Available, when the timeout is reached, then the agent’s status changes to Available.

2. Given that the selected action is Do nothing, when the timeout is reached, then the agent remains in Working status and no automatic status change or sign-out occurs.

3. Given that an agent exits Working status before reaching the timeout, then no timeout action is performed and the timer is cleared.

4. Given that an agent later re-enters Working status, then a new timeout period begins.
   Given that an automatic timeout action occurs, then the event and its result are recorded in the audit or activity log.

5. Given that a pre-timeout notification is enabled, then the agent receives a warning at the configured time before the action occurs.

Business Value

This feature would help organizations:

• Prevent agents from remaining unavailable unintentionally.
• Improve queue coverage and workforce availability.
• Reduce manual monitoring by supervisors.
• Improve the accuracy of agent-state reporting.
• Maintain service levels through consistent status management.