Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

Description:
RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads and transfers in RingCX.

Use Case:
A customer recently encountered an issue where a lead list was being moved from one campaign to another via the admin panel, but many leads (over 5,000) were "lost" in the process. Despite the leads being present in the target list’s search result (via the campaign filter), they couldn’t be found when filtered by individual list IDs. Similarly, the leads were not retrievable using the RingCX Dialing API, even though they had the correct list ID. However, after manually re-moving the leads via the admin interface, they reappeared correctly.

This highlights a gap in diagnostic capabilities when leads are lost or fail to upload/load correctly during batch processes. The customer was left without sufficient tools to verify whether leads were correctly moved or simply “lost” in the transfer process.

Proposed Enhancement:

Diagnostic Tools for Upload/Management Testing:

Admin Panel Visibility:
Introduce a diagnostic dashboard within the admin panel to monitor and verify the successful uploading and movement of leads, with real-time feedback for any errors encountered.
Detailed Error Logging:
Implement detailed error messages or logs for failed lead uploads or transfers, which would include information such as:
The specific lead IDs that failed to upload.
The error type encountered (e.g., network failure, internal server error, missing data).
The list or campaign where the failure occurred.
Error Resolution Suggestions:
Provide actionable suggestions for resolving these issues, including retries, list verification, or system checks.
Lead State Monitoring:

Lead State Consistency Check:
Provide real-time state verification for leads, ensuring that leads are not mistakenly marked as "ACTIVE" when no agents are available. Implement a mechanism to flag or auto-correct leads that remain in an incorrect state after hours or during non-peak periods.
Lead Activity History:
Introduce a feature to track the history of a lead’s activity, allowing administrators and support teams to see the transitions between states (e.g., from "ACTIVE" to "INACTIVE") and understand why the lead may still be stuck in an incorrect state.
Automated Testing for Lead List Transfers:

Pre-Transfer Validation:
Introduce a validation step when moving large lead lists between campaigns. This validation would check for potential issues (e.g., lead state discrepancies, duplicates, or missing data) before proceeding with the transfer. If an issue is detected, the transfer would be paused, and the administrator would receive detailed feedback on what needs to be fixed.
Post-Transfer Confirmation:
After the list transfer completes, the system should automatically confirm that all leads have been successfully moved. If there is any discrepancy in the number of leads moved or missing, an alert should be triggered, and the leads should remain in the source list until the issue is resolved.
API Enhancements:

Lead Search and Fetch Enhancements:
Improve the API’s lead search functionality to ensure that leads can be reliably fetched after being moved between lists or campaigns. This would include the ability to search using both list ID and campaign ID filters to ensure the integrity of lead location.
Enhanced API Feedback:
When using the RingCX Dialing API to move or search for leads, introduce better error feedback, including the specific list IDs involved in errors, and the exact reason why a lead cannot be found or moved.
Testing Environment for RingCentral Tech Support:

Sandbox for Lead Management:
Provide a sandbox environment within the RingCX platform for Tech Support teams to test lead uploads, transfers, and fetching scenarios under various conditions (e.g., large batch uploads, cross-campaign transfers). This will help in reproducing customer issues and improving the overall reliability of lead management features.
Automated Monitoring and Alerting:

Real-Time Monitoring:
Create automated monitoring for large-scale lead transfers that tracks the health of the transfer process and triggers alerts for any inconsistencies or failures. This would help identify issues before they affect the customer experience.
Customizable Alerts:
Allow administrators to set customizable alerts for lead upload or transfer failures, ensuring that support teams are immediately notified and can respond proactively.
Benefits:

Increased visibility and control over lead uploads and transfers.
Reduced customer impact by enabling quicker identification of issues with lost or inaccessible leads.
Enhanced troubleshooting and faster resolution for technical support teams.
Prevents "lost" leads from being overlooked, ensuring better data integrity and accuracy.
Reduces the risk of leads getting stuck in incorrect states, improving system reliability.
This feature enhancement would improve the stability and reliability of lead management in RingCX, empowering administrators and support teams to quickly diagnose and resolve issues with lead uploads, transfers, and fetching.