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3 results found

  1. Make the Knowledge Base for Agent Assist available on demand

    Not all clients use RingCX for all interaction types. Make the knowledge base available to be searched/reviewed regardless of if there is an active interaction.

    11 votes

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    New  ·  1 comment  ·  AI agent & supervisor assist  ·  Admin →
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  2. Improve Readability of Call Transcripts in RingCX

    The current transcript display in RingCX is difficult to read due to formatting and layout issues. Enhancing the transcript’s clarity and visual presentation would greatly improve user experience and efficiency when reviewing calls.

    3 votes

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    New  ·  0 comments  ·  AI agent & supervisor assist  ·  Admin →
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  3. Robust Realtime Native Guidance/Analysis (Agent Assist)

    • Agent Assist check list of required speaking points for every call
    • Unique check list options for each ACD skill
    • Required items to be addressed on every interaction by agent, checked off when complete
    • Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
    • Flag to supervisor when check list items not completed during interaction – alert
    • Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
    • Enhance this with smart prompts that are similar to the original dynamic trigger provided…
    13 votes

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