Configurable RingCX Agent States Without Timer
Description:
Please allow administrators to configure timers for agent states that currently lack timeout support, including Working and custom states mapped to Working.
Agents may remain in these states longer than intended without receiving a reminder. This can reduce agent availability and require supervisors to monitor state durations manually.
Requested functionality:
Configure a duration threshold for each applicable agent state.
Display the elapsed time and notify the agent when the threshold is exceeded.
Alert supervisors when agents exceed the configured duration.
Allow administrators to choose whether exceeding the threshold only generates a notification or automatically changes the agent’s state.
Prevent automatic state changes from interrupting active interactions.
Business benefit:
Improve visibility into agent activity, reduce time spent unintentionally unavailable, and help supervisors maintain queue coverage.
Adriane Bartholomew Galang
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