Settings and activity
113 results found
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2 votes
Malcolm
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22 votes
An error occurred while saving the comment Malcolm
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33 votes
Interactions coming through the Queue voicemail channel provide transcripts now
Malcolm
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10 votes
Added Engage Messaging channel settings:
- Allow web visitors to send attachments
- Allow agents to send attachments
An error occurred while saving the comment Malcolm
commented
This can be requested and disabled through RingCentral support, and alternatively, by manipulating the CSS styles for the chat channel so that the upload button is hidden for clients.
I would, however, like to see two toggles introduced per channel where this can be disabled/enabled for both clients and RingCX agents as there may be a requirement to upload an attachment as a RingCX agent but restrict uploads from the client side, which potentially poses a security risk.
Malcolm
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28 votesMalcolm
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An error occurred while saving the comment Malcolm
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We also need the same functionality for email. This is a must-have, as restricting access to inbound also needs to be applied to the same audience for manual outbound messaging.
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14 votesMalcolm
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17 votesMalcolm
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Do not change agent status to Available once the call is over, when agent was initially unavailable.
31 votesMalcolm
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27 votesMalcolm
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118 votesMalcolm
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33 votesMalcolm
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30 votesMalcolm
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32 votesMalcolm
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26 votesMalcolm
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8 votesNeeds More Information · 1 comment · RingCX » Automated outbound dialing, campaign & lead mngmt · Admin →Malcolm
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3 votesMalcolm
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5 votesMalcolm
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130 votesMalcolm
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17 votesMalcolm
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20 votes
An error occurred while saving the comment Malcolm
commented
Agents require the ability to transfer a digital interaction easily and directly to another agent. This functionality is currently unavailable in 'My Messages' (Routing Mode) without the creation of personal queues for agents.
However, personal queues are not always a viable option because they:
- Substantially increase the Level of Effort for both initial implementation and ongoing maintenance.
- Overcomplicate Analytics and Reporting, as interactions for a single channel are spread across multiple queues, which significantly hinders effective analysis.
- Pose a risk that interactions could be missed or lost in the event of an unexpected employee absence if forwarded to a personal queueShould such a feature be implemented, I would like to suggest that functionality is included to automatically requeue the interaction to the initial queue if the assigned agent does not accept it within a specified timeframe (e.g., 'x' seconds, minutes, or hours).
Malcolm
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This is a must-have standard functionality most contact centre solutions provide today. When capturing the email address of the client during the interaction, we would want to either automatically send the transcript of the conversation to the client when the agent solves and closes the interaction or show an option to email asking the client to confirm/update/enter their desired email address.