SUPPORTED SOURCES
Collected content – Source connector capabilities:
– Social Connectors:
– Facebook Page (graphAPI): Visitor – block/unblock Status – Reply, Delete, Edit, Publish/unpublish (if visitor status) Links – Reply, Delete, Publish/unpublish (if visitor link) Photos – Reply, Delete, Publish/unpublish (if visitor photo) Videos – Reply, Delete, Publish/unpublish (if visitor video) Messages – Private reply Comments – Reply, Delete, Publish/unpublish (if visitor comment), Edit, Like, Unlike Visitor Comment on Dark posts/ Unpublished posts/ Promotable posts – Reply, Delete, Publish/unpublish, Edit, Like, Unlike
– Twitter Account: Tweets – Reply, Private reply, Delete, Like, Retweet Private Tweets – Reply, Private Reply, Delete
– Google+ Account: Comments – Reply, Delete, Edit (if admin comment) Activities – Reply, Delete, Edit (if admin activity), Close thread
– Youtube Channel: Videos – Delete, Publish/unpublish, Edit Comments – Reply, Delete, Publish/unpublish, Edit (if admin comment)
– Instagram Page: Images – Reply, Delete, Like/unlike Videos – Reply, Like/unlike Comments – Reply, Delete, Like/unlike
– Mobile Connectors:
– RingCentral Engage Mobile (In-App Messaging SDK) Messages – Reply
– Messaging Connectors:
– Facebook Messenger: Messages – Reply Structured Messages – Reply
– WeChat: Messages – Reply
– SMS Number (Nexmo-enabled): Messages – Reply, Forward
– Mail Connectors:
– RingCentralEngage Mail (IMAP Account): Messages – Reply, Forward Webforms – Parse, Reply, Forward
– Web Chat Connectors:
– RingCentral Engage Chat: Messages – Reply
– Communities Connectors:
– RingCentral Engage Communities: Questions – Reply, Private reply, Delete, Publish/unpublish, Edit Answers – Reply, Private reply, Delete, Publish/unpublish, Edit, Mark as best answer Private Messages – Reply, Private reply Ideas – Reply, Private reply, Delete, Publish/unpublish, Edit Comments – Reply, Private reply, Delete, Publish/unpublish, Edit
– Lithium Community: Posts – Reply, Private reply, Publish/unpublish, Close thread, Mark as best answer Messages – Reply, Private reply Abuse Reports – Reply, Private reply, Publish/unpublish
– Oracle Rightnow Support Community: Posts – Reply, Private reply Comments: Reply, Private reply, Delete, Edit
– Insided Community Platform
– External forums (Tapatalk-enabled): Posts – Reply, Private reply Messages – Reply, Private reply Conversations – Reply, Private reply
WEB CHAT/ LIVE CHAT SPECIFICS
User experience
– Easy integration on any website through Javascript tag
– One and done integration
– Compatible with tag management tools
– Overlay pop-ins and chat windows do not need website code modification
– Rich dialog
– Support of links and attached documents in chat window
– Drag and drop of images/files
– Secure communication
– HTTPS between chat window and RingCentral Engage Digital platform
– Presence management
– Chat is only offered if agents are available
– Automatic switch to web form if no availability or off business hours
– Support of multiple domains
Interface Customization
– Chat window, messages, button and invitations can be edited in back-office (no website impact)
– Direct access to HTML and CSS code to change display
– Multiple languages supported through Javascript tag
Custom variables
– Any HTML DOM object value can be made available to RingCentral Engage Digital platform as custom variables
– Examples
– Search keywords
– Cart amount
– Product discount
– User screenname
– Custom variables can also be set in Javascript tag
Identity integration
– Register some information about the user
– Through Javascript tag (unsigned or JWT-signed identity)
– These data are then sent to the RingCentral Engage Digital platform and used to fill customer data
Agent information
– Agent can see text written by the user before it is send, to anticipate answer
– Agent can identify website location, customer context (visit, custom variables) and chat motives
– Agent can see what behavioral targeting rule was triggered
Behavioral targeting rules
– Rules can be defined by admin from back-office (no website impact)
– Following conditions can trigger actions:
– Chat window opened
– Chat window shown
– Anonymous/ logged user
– Day of week
– Time of day
– Page path or URL
– Page title
– Page visits
– Page visit duration
– Website visits
– Website visit duration
– Custom variables
– Conditions can apply to:
– Current page
– Previous pages (up to an history of 5)
– First page
– Any page
– Triggered actions:
– Show chat button
– Show invitation to chat
– Minimize chat window
– Open chat window
– Show automatic message
– Hide previously displayed chat items (buttons, invitations)
– Categorize thread
– Set language
– Triggers can be activated:
– Always
– Once per visit
– As the last one
ACD/CONTACT DISTRIBUTION CAPABILITIES
Content Classification:
– Manual
– Agents can categorize threads, messages or cases
– Agents can re-categorize misqualified content
– Supervisors can also change content priority
– Automated
– Machine learning algorithm can learn and reproduce agents’ behavior and automatically classify threads based on classification scheme
– Matching rules can categorize and/or prioritize content based on characteristics (keyword, author, metadata, …)
– Open classification scheme
– Multiple category groups (skill, motive, language, …)
– Sub-categories are supported
– Optional and mandatory categories
– Pre-qualification and post-qualification
– Filter noise
– Automatic archiving of un-actionable messages in public threads
Incoming messages distribution:
– Manual
– Supervisors can assign messages to a specific agent
– Automated distribution is based on a combination of:
– Match between content and agent categories (skill, motive, language, …)
– Agent availability (presence, maximum number of ongoing engagements)
– Agent team
– Service level enforcement
– Content priority ranking
– Agent previous engagements (new messages in a thread are preferably send to same agent)
Outgoing messages distribution:
– Supervisor approval
– Optional or mandatory supervisor approval
– Message assigned to supervisor for validation before publishing
Prioritization / SLA
– Messages have a score depending on priorities
– Messages will be queued and distributed accordingly (task mode)
– Priorities can be configured
– At the source connector level
– In the business rules engine
– Each source connector has a default priority
– Messages part of a case can have their priority boosted
– Messages that were transferred can have their priority boosted
– SLA management
– SLAs can be assigned to each source connected (ex: 1 hour on Twitter)
– Priority score increases as time elapses
– If SLA expires, choice of new priority (full, half, base)
WORKFLOW/ BUSINESS RULES
Workflow and business rules provide admins with a way to adapt distribution policy to company organization.
Workflow
– Message statuses
– New
– Ignored
– Assigned
– Agent message (publish)
– Agent reply
– Replied
– Case statuses
– Opened
– Closed
– Same agent: engine will preferably distribute new message in a thread to the last agent that replied
– Supervisor approval: replies of chosen agents will be distributed to supervisor for approval
– Custom workflow: admins can define a custom distribution workflow based on categories
Business rules
– Messages can be modified based on matching criteria:
– Text
– Category
– External category
– Status (see above)
– Type (public/ private)
– Author identity tag (VIP, ….)
– Author Klout Score
– Review Rating
– Identity email
– Detected sentiment
– Custom variable
– Available modifications:
– Archive
– Categorize message
– Categorize thread
– Update priority (lower/higher)
AGENT INTERFACE
Guiding principles
– Hide channel complexity to the agent so he can focus on resolving customer need regardless of the channel
– Simple and consistent layout across channels to minimize training needs
– Operational efficiency at scale: Zero inbox/ Get things done/ Push distribution mode
– Granularity at thread and/or message level
Supported browsers
– Desktop
– last 3 versions of Safari, Chrome
– Internet Explorer 9, 10, 11
– Mobile
– last 3 versions of Safari, Chrome
Pull/ Team inbox mode
– 3 panes: folders, threads, thread messages
– folders pane
– folders organization and content are defined by admin at team and role level
– support for subfolders
– folder content is defined as a filter on collected content (query pseudo-language)
– “saved search” folders
– number of pending messages displayed
– threads pane
– unified display of multiple source threads (email, social, messaging, etc.)
– threads sorted by timestamp of last collected message (anti-chronological)
– initial author avatar and id
– extract of first message
– classification of thread
– source logo
– icon of currently engaged agents
– timestamp of last collected message in thread
– messages pane
– messages sorted by time stamp of first collected messages (chronological)
– public and private messages integration
– private messages are identified with specific presentation
– “one to one” option to filter out messages from other users than currently handled
– author avatar and id, number of opened cases by author
– message content (text, images, videos, voice clips)
– timestamp of message
– detected language
– classification of message (if different from thread categories)
– status of message (new, assigned, replied, …)
– handling agent
– contextual, direct access to common actions (ignore, engage, defer, reply, close, recategorize, …)
– drop down menu for source specific actions (refer to connector capabilities)
– user information pop-up window
– content: refer to task mode user information pane
Push/ Task mode
– 3 panes: tasks, user interaction, user information
– tasks pane:
– newly distributed task (graphical and sound effect notification)
– list of ongoing tasks
– actions: accept, transfer, defer, close
– color code for user/agent pending
– user interaction pane
– content: similar to Inbox mode messages pane
– user information pane
– user context tab, displaying user id and activity on the managed source/channel
– merged identities tab, displaying the other digital identities associated with the current user
– interaction history tab, displaying the digital interactions associated with cases of the current user
– message history tab, displaying the messages authored by one of the current user digital identities
– merge identities tab, displaying possibly matching identities and allowing identity merge
– application SDK tabs, displaying third-party application data, for example CRM profile extracted from CRM app
– agent availability choice, enabling the agent to declare his presence/availability for handling message queues
REPLY CAPABILITIES
Reply types
– Public reply (on public channels like social media)
– Private reply
– Text replies
– HTML replies (on channels supporting HTML)
– Attachments (on channels supporting attachments)
– Email HTML templates
Reply identities
– Disconnection between agent login and reply identity
– Agent can use any controlled identity on source
– Signatures
– Automatic insertion of agent own signature at end of reply
Response assistant
– Knowledge base of canned responses
– Per category
– Per source connector
– File attachments support
– Automatic filtering of matching canned responses on message category/source
– Auto-completion when agent write answer
– Manual search
– Suggested replies based on machine-learning algorithm
– Spell and grammar checker
– English, Spanish and French
Collaboration
– Display of number of open cases for this user
– Leave and display note for team members on ongoing cases
– Request supervisor approval
– Message level (manual)
– Role level (automatic)
– Supervisor assistance
– Control of agent screen
– Real time guidance through notes
– Transfer
– Agent can transfer to another agent through recategorization or reassignment
CUSTOMER DATA MANAGEMENT / CRM
Customer digital profile
– Identity merge
– Matching profile suggested to agent
– Agent can associate channel ID to customer digital profile
– Conflict resolution screen to select merged items
– One merged, all customer interactions are aggregated into this single digital profile
– Customer profile fields
– First Name, Last Name, Gender, Email, Phone number, Notes
– Custom fields can be added to populate profile and apply business rules
– Customer interactions history
– On all connected channels (when identities are merged)
– Profile tags
– Customers can be tagged as VIP, influencers, etc
– Tags can be used in business rules
– CRM profile synchronization-
– Search for matching CRM profile based on collected data (with CRM integration)
– Agent can synchronize customer profile with CRM profile if a match is found
CRM integration
– Proven integrations with
– Salesforce.com Service Cloud
– Microsoft Dynamics CRM
– Light integration: display in CRM profile
– Customer digital IDs (Twitter ID, Facebook ID, MS-ISDN, email…)
– Customer digital interactions
– Customer digital conversations
– Full integration: creation of objects in CRM profile
– Customer digital IDs
– Customer digital cases
Data security
– Automatic scheduled purge of sensitive information
TEAM MANAGEMENT/ SUPERVISION
Agent management
– Agent account creation/ modification
– Choice of role, team, seniority, interface language, known languages, timezone
– Message categories handled
– Channels handled, with permissions (read, reply, publish, delete)
– Controlled Identities used on each permitted channel
– Signature on each permitted channel
– Choice of email and task notifications for various events
– Collaboration
– Agent can ask supervisor to validate reply, on demand
– Supervisor can set-up automatic validation workflow
– Supervisor can leave real time notes for guidance
Activity monitoring
– Real time monitoring
– Activity backlog (unread messages, opened cases)
– Traffic volume (forecasted, received, operated messages)
– Number of opened and closed cases
– Closed cases per hour, replies per hour, replies per case, contact rate
– Average first response time
– First contact resolution rate
– Service level vs objective
– Tasks monitoring
– Awaiting tasks
– Created tasks
– Completed tasks
– Undelivered tasks
– Agents monitoring
– Presence time
– Queue availability
– Current tasks pending time
– Awaiting tasks
– Completed tasks
– Average task duration
– Missed tasks
– Active involvement
– Task reassignment
– Visualization and control of agent screen
– Reporting
– Actions on messages (replies, archives, transfers)
– Actions on cases (opening, closings, cancellations, reopenings)
– Actions on tasks (missed, accepted, deferred, closed, transferred, expired)
– Activity time (available, busy, unoccupied, away)
ANALYTICS
Flow analytics
– Collected messages
– Messages by source connector
– Threads by source connector
– Messages by category
– Messages by privacy (public, private)
– Messages by type
– Messages by hour of day
– Messages by day of month
– Messages by language
– Web chat sessions by trigger
Activity tracking
– Message handling
– Messages by status
– Messages by author type (agents, customers)
– Actions on messages (replies, archives, transfers)
– Actions on cases (opening, closings, cancellations, re-openings)
– Actions on tasks (missed, accepted, deferred, closed, transferred, expired)
– Agent activity
– Activity calendar (hours per day)
– Activity calendar
– Activity breakout by channel group
Quality of Service
– First contact resolution (FCR) rate
– Reopening rate
– Client satisfaction
– Contact rate
– Average response time
– Average handling time (AHT)
– Service Level: delay breakout (%openings, %replies, %closings)
Machine Learning
– Filtering performance
– Classification performance
Filtering
– All analytics can be filtered by
Source connector
– Message category
– Agent team
– Agent
– Period (Day, Week, Month)
– Business hours
ADMIN
Agent management
– Single Sign On through SAML
– Set-up roles and permissions
– Set-up agent teams
– Set-up agent characteristics
– Choice of role, team, seniority, interface language, known languages, timezone
– Message categories handled
– Channels handled, with permissions (read, reply, publish, delete)
– Controlled Identities used on each permitted channel
– Signature on each permitted channel
– Choice of email and task notifications for various events
Message management
– Set-up categories
– Category groups
– Subcategories
– Mandatory/ optional
– Pre-qualification / Post-qualification
– Set-up team folders
– Subfolders
– Set-up notifications
– Set-up customer communities
– Set-up source connectors
– Set-up post-closing surveys
– Sending delay
– Selected sources, teams
– Survey ID
– Set-up reply assistant
– Import knowledge base
– Set-up canned response groups
– Add canned response per source
– Add canned response variations per source
– Set-up channel groups
– Set-up max capabilities
– Set-up escalation steps when message can’t be handled by selected team
– Timeouts on distribution policy
– Set-up presence statuses
– Set-up agent capabilities
– Number of simultaneous conversations handled
Data management
– Journal of events
– Filter by type, team, agent
– Export files (agents, notifications, permissions, categories, identities, cases, canned responses, messages, threads, presence, roles, sources)
– Automated exports on FTP server
Security
– Automatic scheduled purge of sensitive information
– IP filtering: white list of @IP range
– Password expiration delay
– Password complexity policy (length, mandatory type of characters)
– Password recovery disabling
– Password resetting under supervisor control
– Choice of session timeout
– Management of API access tokens
– Full SSL network encryption
OPEN PLATFORM
REST API
– Create, Read, Update, Delete capabilities on selected objects
– Objects
– Communities
– Sources
– Roles
– Categories
– Identity tags
– Teams
– Users
– Permissions on sources
– Identities
– Identity groups
– Author profile custom fields
– Messages
– Threads
– Events
– Cases
– Case comments
– Agent statuses
– Webhooks
– Timesheets
– Channel groups
– Settings
– Locales
– Timezones
– Presence statuses
Webhook API
– Enable reception of objects by registered third party app when specific event occurs
– Object: Cases
– Event: assigned
– Event: cancelled
– Event: closed
– Event: deferred
– Event: opened
– Event: reopened
– Event: updated
– Event: reassigned
– Event: reactivated
– Event: recategorized
– Object: Tasks
– Event: assigned
– Event: completed
– Event: expired
– Event: resumed
– Event: assigned by supervisor
– Event: taken by agent
– Event: transferred
– Object: Agents (task mode)
– Event: accept task
– Event: load change
– Event: connected
– Event: disconnected
– Event: reconnected
– Event: request task
– Object: MessagesEvent: approved
– Event: thread initiated
– Event: published
– Event: collected
– Event: replied
– Event: updated
Source SDK
– Provides a way for third party developers to create their own R/W source connector
– Supported objects:
– Messages
– Private messages
– Threads
– Authors
Application SDK
– Provides a way to customize UI behaviors by a third party developer using Javascript and data APIs
– Examples: Call to CRM app (SFDC, MSD, …), call to ESN app (Slack,…)
USAGE LIMITS
Data retention
RingCentral Engage Digital stores conversation messages and attachment files during a rolling period of 2 years, based on the message creation date.
Messages (and their attachments) that are more than 2 years old are automatically destroyed.
API calls
APIs are provided gratuitously for “fair use”. Excessive use will result in either:
– Blocking of calling app
– Billing of excess calls fee based on applicable price