Settings and activity
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28 votes
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Justin
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1 voteJustin
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Do not change agent status to Available once the call is over, when agent was initially unavailable.
26 votesJustin
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2 votesJustin
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An error occurred while saving the comment Justin
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We would like the ability for agents to answer a call from a queue that the agent or supervisor is currently not enabled to receive calls from. We have two main use cases:
1) Support teams are organized by geographic region of the country. Support teams only have the voice queue enabled for the area of the country they serve (provide support for), but we let support teams view what is happening in other queues for call volume. If the team for Region A is receiving many calls leading to extended wait times, we'd like for agents on team that serves Region B to be able to see, select, and answer a call that is waiting on hold within a queue that Region A is responsible for.
2) Supervisors are generally not actively taking calls for queues that they supervise, so their voice setting on the queue is not enabled. Supervisors will step in to take calls if they see a customer has been holding for a long period of time. We'd like the supervisor to be able to see, select, and answer a call that is waiting on hold within a queue without needing to toggle on their ability to have calls routed to them as an agent (proficiency level).
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40 votesJustin
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59 votesJustin
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19 votesJustin
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2 votesJustin
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4 votesJustin
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1 voteJustin
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7 votesJustin
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79 votesJustin
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2 votesJustin
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2 votesJustin
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2 votesJustin
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9 votesJustin
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4 votesJustin
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50 votesJustin
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42 votesJustin
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58 votesJustin
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This is a highly needed feature, and present in NICE CXOne using Studio scripts and hours of operation profiles. The workaround in RingCX is not a good one: Queue A exists with Business Hours & Queue Events that offer a callback. When you do not want to have a callback offered, Queue A is set to Closed during those times, and calls are requeued to Queue B, where a callback option is not offered as part of Queue Events. This makes reporting cumbersome.