Settings and activity
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5 votes
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Lariane
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8 votes
An error occurred while saving the comment Lariane
commented
We fully support this request. Integrating RingCX for Salesforce into the RingCentral desktop app would be a key improvement, allowing agents to access Salesforce data, AI call summaries, and transcriptions directly within the desktop app. The current integration leaves gaps, requiring extra steps, so this would streamline workflows, improve accuracy, and enhance the overall customer experience.
Lariane
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3 votesLariane
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2 votesLariane
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7 votesLariane
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10 votesLariane
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2 votesLariane
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3 votesLariane
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3 votesLariane
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2 votesLariane
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4 votesLariane
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4 votesLariane
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3 votesLariane
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3 votesLariane
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3 votesLariane
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6 votesLariane
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4 votes
We're actively studying this idea. Please provide some detailed examples where the supervisor must decide to transfer a chat manually to a specific agent.
- in a normal busy day, wouldn't most agent's capacities be already at the max
- if queues and queue rules are properly configured, wouldn't that remove any need of manual intervention? If not please provide examples
An error occurred while saving the comment Lariane
commented
In practice, even with well-configured queues and rules, there are scenarios in a global organisation like ours where manual intervention by supervisors is essential to ensure optimal client service across multiple regions.
For example, our business operates across two tenants spanning EMEA, Americas, Australia, India, and MEA. During peak hours or shift changeovers, a call or chat might initially be routed to a queue based on standard API rules, but the agent availability in that queue may be limited or misaligned with the client’s priority needs. In such cases, a supervisor may need to manually transfer the interaction to an agent in another queue or even in a different tenant who is available and best placed to handle the request efficiently.
This capability ensures that clients always receive the fastest and most effective response, rather than being delayed by automated routing rules that cannot account for real-time variations in agent capacity across regions. Manual transfers are particularly critical for:
- Shift changeovers, where agents logging off may leave gaps in a queue while another queue has idle capacity.
- High-traffic periods, where one queue may be overloaded, but agents in another queue or region are available.
- Cross-tenant operations, where queues are segmented due to different integrations or API call routing, but client requests must be handled seamlessly.Without the ability to transfer interactions manually under the supervisor dashboard, there is a risk of sub-optimal response times and inconsistent client experience, despite the presence of well-configured queue rules.
Lariane
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8 votesLariane
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An error occurred while saving the comment Lariane
commented
Absolutely agree with this request! Having the ability to schedule when Alert Notification Emails are sent is a key feature, especially for companies running 24/7 queues. Without it, alerts can become disruptive or missed entirely, so this would be a crucial enhancement for managing around-the-clock operations effectively.
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2 votesLariane
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7 votesLariane
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This would be fantastic and is exactly the kind of improvement we’d love to Beta. Integrating Salesforce directly into the desktop app could solve many of the issues and concerns we currently face, especially around call reliability and access to customer data.