Idea

catrin suggested Jul 14, '15 cj-tinsley commented Feb 25, '20

Call Queue: Ability for Admin/Queue manager to log user in/out of queue

It would be helpful to allow an Admin to log an absent user out from a queue if they forgot to log out.

call queue

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joshua-darrin commented Sep 20, '19

I am shocked that this does not exist. This is call queue management 101. Here is my example provided to support: If one of our agents falls down the stairs, we'll be sure to ask them to change their status before the ambulance arrives.

The only work around is credential sharing - which, of course, means we cannot attain the security compliance we seek - which is one of the reasons we chose RC. Amazingly disappointed.

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joshua-darrin commented · Sep 20, 2019 at 04:47 PM

For those searching for a more reasonable work around. Having the manager delete someone from the queue and then add them back in is a better work around than credential sharing. That one was just given to me. Still ridiculous - but better than sharing creds by far.

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Jorge Reygadas commented · Sep 20, 2019 at 04:58 PM

But this would become a person's full-time job with large teams. It would be so easy to pre-establish an agent's schedule so that his/her presence on the queue is in direct connection with that. Imagine having to manually remove people when they go on lunch or their breaks and be on alert mode to put them back.

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joshua-darrin commented · Sep 20, 2019 at 05:02 PM

Certainly not going to argue that - I did say it's ridiculous :-)

But if you're looking for an alternative to credential sharing, it is an option.

Let's be real - they're all bad options - like picking your poison.

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lee-l12187 commented · Sep 20, 2019 at 05:46 PM

We've been using this in my office https://www.ringcentral.com/apps/bridge-operator-console click around and you can see how you can take people on and off queue and see if they are on or off. It has a free trial but after that it is pay per manager using it. We are still in the trial and only use it for the call queue monitoring features.

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joshua-darrin commented · Sep 20, 2019 at 05:57 PM

Hmmm - Not wanting to spend more $$, but it does solve the problem and adds some stuff I know our queue manager would love

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dean-rogers commented Sep 23, '19

This should be very basic by now. I should be able to click on a group and suspend a member who is away.

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Jorge Reygadas commented · Sep 23, 2019 at 05:29 PM

You can, by removing the member/agent from the queue (permanently or temporarily). It's the other way around the issue, that the agent has the ability to decide whether to be or not on the queue, without the manager knowing.

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Nick Mawji commented · Sep 24, 2019 at 03:41 PM

Why remove and add? Why can the Admin just do this from the backend? It's a lot of hassle.

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Jorge Reygadas commented · Sep 26, 2019 at 06:27 PM

It's either that or rely on the actual agent getting him/herself out of the queue (and then back in). At the end of the day, it should be a simple action only doable by either the group's manager and/or the super admin.

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s-maharaj commented Sep 24, '19

This is a something that all super admins should have the ability to do via the softphone app.

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devane14214 commented Sep 24, '19

On this same topic we should be able to doubleclick an agent and change their status to any away status "lunch", "meeting" or log them out of a queue.

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Dan Lonero commented Sep 26, '19

Since RingCentral won't implement this, would be nice if someone could just make this for us and add it to the app gallery. The developer guide looks super simple for call queues: https://developers.ringcentral.com/guide/call-management/manual/call-queues

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elyse-watts10600 commented Oct 31, '19

agreed that it would be super helpful to manage agent status from the admin/super admin role in the "office" product.

accept queue calls setting: often the answer to "why isn't my phone ringing?" is that the agent has turned off their queue calls in the service web portal (with or without intention...who knows!!) but i can't see this myself and need to rely on the user or the support team to check in and change the setting.

ability to see who is logged in/out: this would be great in general, i'd like to see a live/current list of logged in users somewhere in the admin panel. we'd also like to be able to report on the agent log ins and log outs.