Increase Maximum Preview/Progressive Call Delay Timer Beyond 180 Seconds in RCX
Feature Request Title: Increase Maximum Preview/Progressive Call Delay Timer Beyond 180 Seconds in RCX
Customer / Account Name: Electronic Caregiver
Contact: Tommy Coon (Senior Director, CX Tech and Operations Strategy)
Current Functionality:
In RingCentral Contact Center (RCX), the maximum configurable duration for Progressive / Preview Call Delay is capped at 180 seconds (3 minutes).
Requested Enhancement:
Allow administrators to set a higher maximum threshold (or remove the 180-second cap) for Preview Call Delay at the campaign/queue level.
Business Use Case / Justification:
The customer's agents require extended time to review complex lead information and history after a lead is fetched before forcing the outbound dial. The current 180-second limit is insufficient for their operational workflow, leading to premature forced dials before the agent finishes reviewing the lead details.
Marjorie
shared this idea