9 results found
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Process RingCX Digital Emails by FIFO
Our customers want to make sure emails that are received by the platform first are delivered to agents to handle first.
6 votes -
Engage Digital
Engage Digital - Removing "Pending Interactions" on Agents
2 votesThis feature is standard to show pending interactions on the channel group. It is not in any way harmful to the agent to prompt the customer to use folder mode instead, it's just a counter.
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Ability to Sort Digital Inboxes By date and time
Give the ability to sort digital inboxes by date and time in admin portal and agent interface.
1 voteAdmin order and Agent order are the same.
Admin decides in what order to show the inboxes and nest them under a parent or not.
Order by creation date is not relevant to agents. However admin can create folders that have more recent messages and place them higher in the hierarachy.
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Engage Digital - New Email Message should route back to agent that started similar to reply
When a user creates a new email message on the platform within a channel by choosing "+ New Message" within the Inbox view if the client replies the system does not treat that as a reply and attempt to route the message back to the same agent that started it, instead it routes to anyone assigned to the category\skill. We would prefer it attempt to route back to the same agent that started the email interaction using the "interventiontarget"\"threadtarget" step of the routing strategy for the time period defined for that step, then move on to the "default_target"…
3 votesWill Not Implement ·
AdminChris DeLeon
(Sr. Manager, Customer Experience Solutions Engineering, RingCentral)
responded
This enhancement will be provided within RingCX
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Engage Digital Analytics Designer - Export to .pdf misses information
When you export a report as a .pdf file from the Analytics Designer it only ever exports a 1 page .pdf regardless of how much data is on the report, so if the reporting data makes up more data than can fit on 1 page of a .pdf all of that extra data is left off the report.
1 vote -
Engage Digital - Some emails in routing mode channel do not route to agents, all should do so
All types of "Undeliverable" emails in a routing mode category\channel should route to agents to action via routing mode. Currently some do not and stay in the system unless manually sought out and closed. RC Case # 16767014 for additional background
1 vote -
need to create a report that shows all SMS activity by line
need to create a report that shows all SMS activity by line
7 votes -
Ability to paste image in ED instead of attaching file
it's more convenient and efficient if we have the ability to paste image in ED instead of saving and uploading the file to attach.
2 votes -
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
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