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  1. Enhancement to Disposition Category Hierarchy in RingCX–Salesforce Integration

    2 votes

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    New  ·  1 comment  ·  Phone & Messaging » Other  ·  Admin →
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    DataColada supported this idea  · 
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    DataColada commented  · 

    When designing this Enhancement consideration for Service Cloud Voice should be allowed for as anyone using RingCX for Salesforce will need to transition to BYOT in future.

  2. Enable the creation of Requeue Shortcuts in RingCX for Service Cloud Voice.

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    New  ·  1 comment  ·  RingCX » Admin experience  ·  Admin →
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    DataColada commented  · 

    In SCV Agents can only transfer calls to the queues they are assigned, which would require the Agents to change settings each time the log in to remove queues that aren't monitoring.

    Requeue Shortcuts allows Queue Transfers without the Agent being a member of the specific Queue.

    This feature is important for Customers who have Multiple Queues.