Settings and activity
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62 votes
Mike
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62 votesMike
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1 voteMike
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41 votesMike
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4 votesMike
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128 votesMike
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An error occurred while saving the comment Mike
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Problem:
In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.
Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and will reduce efficiency in the call center.
Issue 2 - If an agent needs additional after call work time without dispositions, there is no way for the agent to manually extending that post call work timer without making themselves unavailable when the timer expires. Requiring the agent to change their state breaks the true handle time for the call since the agent state is not calculated against the previous call when they do this.
If you use dispositions instead, in many cases, requiring dispositions as an alternative are not a viable option as it would require an agent to take action after every call and could potentially lead to inefficiencies or agents forgetting to dispostion at the end of the call to go available.
There needs to either be a way of extending the after call work time ad-hoc at the agent level or a way of combining a defined agent state against handle time. -
19 votes
An error occurred while saving the comment Mike
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I have a similar global opportunity with 22k global RingEX endpoints and 1200 agents. Each region (US, UK, CA, AUS) will operate independently from a routing and data residency perspective but requires an integrated RingEX experience for global directory, support, and management.
Mike
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11 votesMike
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23 votesMike
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52 votesMike
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9 votesMike
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7 votesMike
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8 votesMike
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10 votesMike
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19 votesMike
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26 votes
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24 votes
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23 votes
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41 votes
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27 votes
This is a critical requirement both for reporting and recording playback.
With a unified solution, the customers expectation will be to track the lifecycle of a call as it passes between UC and CC end to end.
It is important to capture the entire journey of a call for reporting as well as being able to play back any associated recordings for that entire call.
This is something DialPad can do today.