43 results found
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Agent AHT
We need to have a parameter that calculates the time spent on a task same as AHT but excluding the time spent waiting for a customer reply. By this, I can calculate a KPI for the agent as part of his evaluation.Currently, we can’t depend on the AHT because the AHT might be higher because of customers’ behavior where the agent is ready to answer but is waiting for the customers' reply.
1 vote -
Embed integrate Engage Digital to RC APP/ RC Office
A number customers are interested in having Digital to be integrated with Ringcentral Office.Utilize RC App with Digital.Although we plan to integrate this with Engage voice most customer prefer RC Office as the ability to answer multiple direct calls and queue calls at the same as well as they have their direct voicemail boxes.this is a common request from SMB.
1 vote -
Facebook Event Integration to RingCentral Engage Digital
Customer comments under Facebook live event reminder posts don’t flow into RingCentral Engage Digital and thus, Telenor agents are unable to reply comments for that particular post.More information on facebook events can be found in this link - https://www.facebook.com/help/210413455658361
2 votes
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