Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.
Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.
Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".
The "My Messages" section offers the following options:
-Transfer (to a queue)
-End Message
Extra Actions:
-Recategorize
-Reassign (directly to an agent)
-Mute Author
-View audit log
-Change Language
-Anonymize
-Ask an expert
The "All Messages" section offers the following options:
-Solve (End Message)
-Defer
Extra Actions:
-Recategorize
-Mute Author
-View audit log
-Change Language
-Anonymize
-Ask an expert
I propose unifying options and behaviors across "My Messages" and "All Messages" sections to improve efficiency and user acceptance. This includes consistent functionality for transferring to agents/queues and deferring messages. Standardizing these features will simplify workflows, eliminate view-switching for basic tasks, and reduce effort for agents and supervisors.
Malcolm
shared this idea
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Robin
commented
The general inconsistency between the "MyMessages" and "AllMessages" in general is a really disappointing aspect of the system.
It makes it look like it hasn't been implemented correctly, and seems more like a lazy approach to development.
It should be improved, as frankly, as it stands the product is of poor quality, and I wouldn't recommend it.
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Malcolm
commented
The "The "All Messages" section offers the following options:" mentioned above should include the available option
*Transfer to an agent