Settings and activity
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Maria
commented
For better agent management, adding geolocation visibility in RingCx, similar to what exists in RingEX Analytics, would improve operational oversight and support consistency. Knowing an agent’s working location helps ensure compliance with company policies, improves troubleshooting when connectivity or call quality issues arise, and allows leadership to quickly identify regional system impacts. This feature would also strengthen accountability, security, and accurate reporting, while helping management support agents more effectively.
Maria
supported this idea
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Managing frontline support teams, it would be helpful to have the ability to adjust or remove RNA (Ring No Answer) time in rare situations where it is recorded unintentionally.
For example, situations like an employee accidentally leaving their browser open, traveling, or experiencing a technical issue can result in many hours of RNA being recorded even though the employee was not actively working. Since RNA is an important performance metric, these cases can significantly impact reporting accuracy and fairness for the employee.
Having an option for supervisors or administrators to review and adjust these instances would help ensure metrics remain accurate and reflective of actual performance.
Additionally, another possible solution could be allowing companies to enable an automatic logout after a certain time, such as when a store or company closes, to help prevent situations like this from occurring or creating thresholds.