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5 results found

  1. Engage Digital - Create WFM IEX feed to take into account time spent working in ED

    We utilize the NICE inContact WFM IEX tool and during setup we were told it would be able to integrate with Engage Digital to take into account work done in that tool as well as within the Contact Center for forecasting\staffing, however to date that is not something that has been configurable. We would like to see a specific data export that could be automated from ED into IEX in a format IEX can utilize to account for time spent by our agents working in Engage Digital to fully take advantage of using both products.

    1 vote

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    1 comment  ·  RingCX Digital Only  ·  Admin →
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  2. Engage Digital - Internal Draft Save Feature

    Currently there is no way to save an ongoing draft of an email within Engage Digital and load it back up later, instead it seems a work in progress email is cached locally. Our agents are having to save drafts in a word doc or notepad file and then come back and copy and paste it into the tool when ready to answer an email. They have requested some way of saving and managing in-progress replies in a cleaner manner within the Engage Digital tool.

    1 vote

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    Planned  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  3. Add the ability to create structured messages directly via Admin UI (User Interface) within Engage Digital

    Idea is to create and add structured message templates (Quick replies etc.) directly using Engage Digital UI at least for first message/OOO rather than having to leverage APIs.

    7 votes

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    Planned  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  4. Add presence status sync / data driven routing to Salesforce connector

    A few suggested changes with respect to this connector:
    1. Manage ambassador presence in the Salesforce omnichannel console for channels managed by RingCentral (presence status sync)
    2. Use Salesforce to define omnichannel routing strategies (data driven routing)
    3. Consistent management of the response base across channels (Use SFDC reply assistant)

    3 votes

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    Planned  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  5. Better digital support for bank branches

    The ask is for Engage Digital to better support digital interactions, which are becoming critical to many banks' business.

    3 votes

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