Current Behavior:

When agents make outbound calls and the call is intercepted, automatically dropped, or the number is out of service, their status automatically changes back to “Available.” This can cause issues when multiple calls are waiting in the queue, as agents may immediately receive a new call even though they just finished handling the previous one.

Expected Behavior:

When an outbound call is classified as “Intercepted,” automatically dropped, or the number is out of service, RingCX should provide the post-call disposition option and allow agents to select their next agent state instead of automatically returning to “Available.”

Possible Business Values

Improved Agent Availability Control – Lets agents select the appropriate post-call state instead of automatically returning to Available after an intercepted, dropped, or out-of-service call.

Prevents Unintended Calls – Reduces the likelihood of agents immediately receiving another inbound call when they have just completed an outbound attempt and still need time to document the interaction or perform follow-up work.

Better Queue Management – Helps prevent unnecessary calls from being routed to agents who are not actually ready to handle another interaction, particularly when there is a high volume of calls waiting in the queue.

Improved Agent Productivity – Gives agents the ability to properly disposition unsuccessful outbound attempts and select the appropriate next state, reducing the need to manually change their status immediately afterward.

Improved Customer Experience – Helps ensure agents are genuinely ready before receiving another customer interaction, reducing situations where an agent is unexpectedly presented with a new call immediately after an unsuccessful outbound attempt.