Use Case: The customer is using our RingCentral Call Queues for Customer Service calls and likes how they work. They want to extend their Customer Service experience to also include SMS. Ideally, they want to be able to simply manage the SMS within the Call Queue setting to determine which agents should receive an SMS, depending on who's available. Also, they want to decide who should be receiving the SMS messages.Feature request:
Allow Queue Manager to determine which agents can receive SMS or not in the Queue setting, just like they do today for agent availability on calls
Allow Service Web Admins and Queue Manager to determine if SMS should be delivered as a group SMS to all of the available agents, or just one of the available agents at random.
Allow Queue Members to use the Digital Numbers assigned to the Call Queue for sending outbound group SMS.
Allow for full SMS functionality.
Create an SMS Usage Widget for the Call Queue in the Live Reports dashboard.
Notes:The customer has already tried out Textel integration and does not like how it works. It's awkward to set up a new text message. It's hard to manage who included and not included in a new SMS thread.