Settings and activity
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2 votes
Lariane
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3 votesLariane
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3 votesLariane
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14 votesLariane
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12 votesLariane
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2 votesLariane
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13 votesLariane
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8 votesLariane
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6 votesLariane
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3 votesLariane
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7 votes
An error occurred while saving the comment Lariane
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4 votes
An error occurred while saving the comment Lariane
commented
Hi Chris,
Not sure if this is still being investgi
I’m using RingCX and we would be looking for something very similar in principle to what was suggested above, but applied to voice routing across queues.
Our use case would be as follows:
When an Enterprise client calls in:
The system first attempts to route the call to specific primary agents (e.g. Agent X or Agent Y) across all Enterprise queues.
If Agent X or Y are not available, it then attempts to route to a defined secondary group (e.g. Agents A, B, C) across those same Enterprise queues.
If none of those primary or secondary aligned agents are available, the call then routes to the next available agent within the Enterprise queues as normal.
The reason for this is that our Enterprise clients have designated Primary and Secondary aligned agents globally. We want those named agents to receive interactions first where possible, but without hardcoding routing to a single queue or risking excessive wait times.
Conceptually, I’d see this working similarly to how the APIs launched last March allowed searches for available agents across multiple tenants, but instead of searching broadly, it would prioritise specific agent IDs or names first before falling back to a wider pool.
This would allow us to deliver a more bespoke, relationship-led experience for key Enterprise clients, while still maintaining operational resilience and SLA protection when aligned agents are unavailable.
Happy to expand further if helpful.
Lariane
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2 votesLariane
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2 votesLariane
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1 voteLariane
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79 votes
An error occurred while saving the comment Lariane
commented
Fully support this and have upvoted.
Giving agents visibility of their team’s real-time status directly within the RingCX Agent platform (without needing Supervisor access or a separate Analytics window) would significantly improve day-to-day coordination, particularly for hybrid and remote teams.
Specially as the API for the Realtime Dashboards is broken and upon sharing the JWT tokens, we also share full permissions and agents would be able to make changes as the user that generated the JWT.
For smaller queues especially, it’s essential for agents to see who is available before stepping away, helping to protect SLAs and reduce unnecessary disruption.
Ideally, this would be role-based and queue-specific, so visibility is limited to an agent’s own team, maintaining governance while improving operational efficiency.
Lariane
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15 votes
An error occurred while saving the comment Lariane
commented
Fully support this and have upvoted.
Being able to see logged out agents in the real-time dashboard , and crucially, how long they have been offline, is key for effective agent coaching, training conversations and KPI accuracy. It helps differentiate between expected downtime, adherence issues and potential system challenges, and gives Supervisors better visibility to support performance management proactively.
Lariane
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2 votesLariane
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3 votesLariane
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5 votes
An error occurred while saving the comment Lariane
commented
This would be a great enhancement. It would also be key for the auto log-off to register as its own distinct agent state (e.g. “Auto Logged Off” or similar), rather than simply switching to Offline.
Having it as a reportable state would allow us to track inactivity trends properly within reporting and KPIs, differentiate it from intentional log-outs, and support more accurate performance and adherence analysis.
Lariane
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This is critical to getting agents to stop gaming the system and have call hunt fairly!