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Implement a Workforce Intelligence (WFI) feature in RingCX like RCCC

RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.

https://help.incontact.com/Content/WorkforceIntelligence/WorkforceIntelligence.htm?Highlight=workforce%20intelligence

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AdminBob Lenarcik (Partner Customer Experience Solutions Engineer, RingCentral) shared this idea  ·   ·  Report…  ·  Admin →
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  • Chris commented  ·   ·  Report

    This would be fantastic, especially as Nice has abandoned the feature.