RingCX Alerts Enhanced Functionality
The current RingCX Admin Alerts would be even more powerful if they had the following enhancements
*Condition to trigger once per occurrence or condition to trigger until event goes below level ____
**In the Alert programming offering easy selection to add ANI detail for an abandoned call
***In the Alert programming offering easy selection to add Agent Name detail for an RNA/Deflected interaction
These changes will make it easier for Contact Center Managers to receive the right data points as conditions are met or change within RingCX.
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Cameron
commented
This is something that is critical to have fixed asap, especially since we have support articles on Alerts/Notifications that can be sent by email or SMS. We talk about how supervisors no longer have to be glued to their desks, however, this is not yet the case. Great input, Gary!
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Ideally after enhancing the Alerts, Lets add the Alert access into Realtime Dashboard "Alert" configuration so realtime alerts run as a service and the Supervisor doesn't need the dashboard open to be alerted to things like Abandoned call with ANI or RNA with Agent Name