← RingCentral Ideas

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  1. call offers for the longest wait time

    135 votes
    New  ·  8 comments  ·  Contact Center & RingCX » RingCX  ·  Admin →
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    David commented  · 

    A straight round robin without any modifying math would work well for us as we have work tasks as un-available status which agents should not be effectively penalized for by giving them incoming calls ahead of staff who have not been working on such tasks.

    David supported this idea  · 

  2. Change agent state through Max Supervisor

    107 votes
    Planned  ·  19 comments  ·  Contact Center & RingCX » Other  ·  Admin →
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    David commented  · 

    Fleshing this out a little bit further, I can currently log an agent off. But, I cannot log an agent on to the CX System. I would also like to change the unavailable/available state of the agent to any of the available choices (Examples: Lunch, Away, Available, etc)

    David supported this idea  ·