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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.

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Malcolm shared this idea  ·   ·  Report…  ·  Admin →
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  • Ruby commented  ·   ·  Report

    This is definitely the biggest opportunity for RingCentral, so confusing and a huge roadblock to being an efficient contact center to our customers....specially when you can't disposition an email from my inbox in All Messages. I agree with Robin, after moving into RingCentral... I would certainly not recommend the RC product to any contact centers out there.

  • Robin commented  ·   ·  Report

    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.

  • Malcolm commented  ·   ·  Report

    The "The "All Messages" section offers the following options:" mentioned above should include the available option

    *Transfer to an agent