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3 results found

  1. SMS for missed calls

    Ability to send SMS for missed call in RingCX

    4 votes

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    Needs More Information  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Admin →
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  2. RingCX platform: Request to add Overflow routing feature

    RingCX platform: Request to add Overflow routing feature
    The customer requested the ability to add Overflow routing within the RingCX Queue Events Configuration. Specifically, they want calls to be directed to a Supervisor overflow queue when no agents are available.

    1 vote

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    Needs More Information  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Admin →
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  3. Implement a Workforce Intelligence (WFI) feature in RingCX like RCCC

    RCCC/CXone has a very useful feature called Workforce Intelligence (WFI) which is a rules-based engine that can add temporarily agents to a queue based on thresholds like hold time, SLA, etc. When conditions, recover, agents would be removed. The feature allows the agents to be added with a different rank to give preference to the primary agents.

    https://help.incontact.com/Content/WorkforceIntelligence/WorkforceIntelligence.htm?Highlight=workforce%20intelligence

    5 votes

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    Needs More Information  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Admin →
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