"Accept" and "Accept and Go" do the same thing when no active Interaction
In Ring CX, the "Accept" and "Accept and Go" buttons function the same when the Agent has no interaction currently in My Messages. However, this is contrary to the user expected behaviour. The user clicks the button "Accept" when they want to only accept the Interaction when it is offered to them, rather than accepting the Interaction and being take to it. However, when you click the "Accept" button and you have no current Interaction in My Message, the system will both accept the message and take you to the message.
I purpose to amend the design to fall within user expected behaviour so that the "Accept" button only accepts the message regardless of whether the user has any active interactions offered to them in My Messages.
This will mean that the user can choose to either click "Accept" or "Accept and Go" and those buttons function as the user expects.
Robin
shared this idea
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Kristopher John
commented
Implement distinct functionalities for "Accept" and "Accept and Go" buttons during digital interactions:
Accept: Accepts the incoming digital interaction without automatically navigating to or opening the message. The interaction should be marked as accepted and remain in the agent's queue or a similar holding state.
Accept and Go: Accepts the incoming digital interaction and immediately navigates the agent to the newly accepted message, opening it for viewing and response.
Benefit: This enhancement will align button functionality with user expectations, reduce confusion, and provide agents with greater control over their workflow when managing digital interactions.