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Currently, there are only metrics around talk time or hold times, but no metrics on agent's phone status. There should be reporting on how long an agent's phone was in available, Do Not Disturb, or other statuses. This is an important metric for managers to see if specific members of the team are going do not disturb or removing themself from the queue frequently throughout the day, but you cant monitor the queue every second of the day.
I agree. This piece of information is crucial for oversight.
Why is this still "Future Consideration"? It's been over two years since it was created.
KPI's are standard features in Call Centers, to bring Ring Central up to date the feature to show available and unavailable time is a MUST. Supervisors and managers at a glance need to be able to see who has been unavailable and for how long. If necessary run reports to investigate if this is an ongoing issue and concern. Currently the audit trail is time consuming especially if you are looking over a period of time to identify a trend. Ring Central has a lot of great current features, in my opinion this is one they have overlooked but should certainly be adding sooner than later if they wish to stay competitive and up to date in the Call Centre Industry.
I think this is a must-have as with Working from home this is so difficult to track, I would like to know whos swinging the lead by just sitting on DND
This a common and essential KPI when managing a call center, how is this not a measured metric?
This submission seems to be a common, sought after interest. It's been close to a year since it was provided; has there been any progress/internal discussion on this metric addition?
A roundabout way to get this information is to go to the audit trail in the admin portal, click filter, select your agents and then select "status" as item affected. You can then download their status changes and create reports.