RingCentral Engage Digital

Some of phishing emails are not detected. For security reasons, it would be necessary to be able to block the attachment, to avoid a download by an agent if the email has been identiifed afterwards as phising.

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 A...