We would like to suggest adding an outbound call timer that starts counting as soon as an agent places a call to a customer.
Many contact centers have internal guidelines for how long an agent should let an outbound call (callback) ring before ending the call if there is no answer. Having a visible timer during the ringing phase would make it much easier for agents to follow these guidelines consistently.
Example use case:
- Agent places an outbound call.
- A timer starts immediately and counts the elapsed seconds.
- The agent can easily see how long the customer has been called before deciding to hang up.
This would improve consistency, reduce guesswork, and help agents adhere to outbound calling procedures without needing to manually count seconds or use external timers.
We believe this would be a simple but valuable enhancement for teams that handle a high volume of outbound calls and callbacks.