Settings and activity
24 results found
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10 votes
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Hannah
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7 votesNew · 0 comments · AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE for RingCX · Admin →Hannah
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5 votesNew · 0 comments · AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert) · Admin →Hannah
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4 votesNew · 0 comments · AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert) · Admin →Hannah
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60 votesHannah
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4 votesHannah
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An error occurred while saving the comment Hannah
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Please add timeframe filtering to the real-time dashboard. Currently, the dashboard defaults to the active login session. By adding a filter it would allow managers to refine the view to specific working hours, preventing overnight sessions from skewing the real-time data. This especially important when agents have kpis.
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2 votesHannah
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4 votes
Please provide additional info and use cases.
- Automatic assignment to agent? (Last Agent Routing)
- Direct transfer by Supervisor or from another agent already working on the interaction?
Hannah
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4 votes
Read/Unread by customer or agent?
For agent: in a collaborative settings, just opening the email, doesn't mean much, the point is to be assigned on the email.
For responded/unresponded: status_in: New or Replied
please provide more details what and why is needed for searching, what objective it achieves.
Hannah
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8 votesHannah
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13 votesHannah
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5 votesHannah
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11 votesHannah
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8 votes
Implemented, in open beta. please reach out for activation
Hannah
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34 votesHannah
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26 votesHannah
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8 votesHannah
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18 votes
An error occurred while saving the comment Hannah
commented
We are requesting the addition of an "Active Digital Interactions" (or "Active Chats") column within the Real-Time Agent widget. Currently, while the dashboard shows agent states (e.g., Available, Engaged) and call-related metrics, there is no direct visibility into how many live chat interactions an agent is currently handling.
Hannah
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44 votes
An error occurred while saving the comment Hannah
commented
Call back schedule required.
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5 votesHannah
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Agents regularly receive missed call notifications after logging out or wrapping up their shifts because their status within assigned Call Queues remains active in the system, despite being logged out.
Scheduled Queue Availability: Allow admins or users to define working hours for Call Queue membership, automatically toggling agent queue status on/off according to their schedule.
Shift-End Countdown Pop-Up: Display a visual alert near the end of an agent's scheduled hours (e.g., "Your working day is ending. Queue availability will switch off in 30 seconds") complete with a countdown timer before automatically setting status to inactive.