Feature Name: Rules Engine for RingCX

Description: Customers using RingCX would like the ability to create and manage rules that automate actions based on specific conditions.

This includes features such as:

• Ignoring or categorizing content based on predefined criteria.
• Changing language settings automatically.
• Updating interaction priority dynamically.
• Distributing cases across categories using weighted percentages.
• Applying conditional logic to automate routing and content management.

Use Case:

This feature would allow customers to enhance automation within RingCX by defining rules that streamline interaction handling, improve agent efficiency, and enhance response prioritization.
Currently, this is only available in Engage Digital standalone, and customers using RingCX are requesting this functionality for a more unified and automated workflow.

Customer Impact:
• The absence of this feature limits automation capabilities within RingCX, requiring manual intervention for tasks that could be streamlined using a rules engine. Implementing this would help improve efficiency, accuracy, and customer satisfaction.