Feedback Management

These features are scheduled for release in October, 2021.
Send Email Invitations During Polling Windows
 
The survey polling window feature that's currently available for SMS and IVR will soon include email. You will be able to schedule a day and time for survey invitation emails to send based on rules you choose. The system checks the rules for each individual contact. For example, you can choose the best day and time to send an email to each contact based on their region.
 
This can help ensure contacts receive survey invitations when they are more likely to take a survey.
Customer Request UI Change Future Enablement X
Automated User Updates
 
Currently, you can upload user files to the application to update your users' settings. These settings include the user status, permissions, and hierarchical data access. Soon, you will be able to automate your bulk user updates by dropping the user file onto a server using SFTP.
 
You will also be able to use the SFTP user update file drop to change a user's role. Currently, the manual user file upload only allows you to add additional roles for users.
Currently, the manual user file upload only allows you to add more hierarchy nodes for users. With this release, you will be able to use keywords to update a user's hierarchy via file upload:
  • -96 will assign the hierarchy root node to a user.
  • -2 will remove all the hierarchy nodes assigned to a user.
Anything that was available in the manual upload feature, including these new keywords, will be available for the new SFTP drop.
Customer Request UI Change Future Enablement X
RingCentral Contact Center Look and Feel
 
Feedback Management will align to the Contact Center styles. This provides your users who use other RingCentral Contact Center applications with a unified experience. This update has no functional changes, but you will see a new color palette and new icons.
Customer Request X UI Change Future Enablement X
Right-to-Left Language Support for Modern Surveys
 
Recently, Feedback Management has offered a new, modern survey experience. Soon, modern surveys will support right-to-left languages. This includes Hebrew, Arabic, and Urdu. It will enable more users to use the modern surveys.
Customer Request UI Change X Future Enablement X

IEX WFM Integrated

Time Off Preference for Agent Webstation
 
Agents will be able to select a different time zone from the MU default in their My Account settings. This allows agents in a different time zone to view their schedules and other information such as reminders in their own time.
Customer Request X UI Change Future Enablement X
Automated Wait List in Time Off Manager
 
The Automated Wait List will manage the time off wait list for you. This means that you and your supervisors will no longer need to manually approve and manage the wait list. You will specify the rules for agents' time off requests. Any requests that are placed on the wait list will be managed by the automated manager.
Customer Request X UI Change Future Enablement X

Interaction Analytics

Selectable Highlighting
 
With the Fall 2021 release, users will be able to customize which annotations are highlighted. They will also be able to turn off highlighting they don't find helpful. Highlighted selections will persist for the transcript across logged-in sessions and for all users.
Customer Request X UI Change Future Enablement X
Corrections/Ignored Phrases Enhancement
 
Users will be able to apply multiple corrected words or phrases, and multiple ignored phrases, while working in a transcript. Currently, users must leave the transcript and go to the Corrections or Ignored Phrases pages to make these types of changes. This new feature will make it faster and easier to analyze transcripts. 
Customer Request UI Change X Future Enablement X
New Workspace Template
 
New Interaction Analytics customers will now have a thoughtfully pre-configured workspace template they can use right out of the box. This template will include widgets with different data for common use cases. It will require little to no customization. This will give new customers a head-start on getting the most benefit from Interaction Analytics. 
Customer Request X UI Change X Future Enablement X
Interactions Enhancements
 
Users will be able to reorganize their view of interactions to better meet their needs. They will be able to select which columns are visible and change the order of the columns in the display. These changes will be available both when users drill down to view interactions and when they use the Interactions Widget. Changes will persist if the user changes browsers or computers.
Customer Request X UI Change X Future Enablement X

MAX

Simplified Login Screen
 
On the MAX login screen, the Phone Number and Station ID header will be replaced by a single header called Voice Connection. The screen will prompt the agent to choose a phone number, a station ID, or Integrated Softphone. If an agent only has Integrated Softphone available as a voice connection, the selection screen will be bypassed and MAX will automatically load, streamlining the login process for the agent.
 
Previously, the security profile had to include either a phone number or station voice connection in order for MAX to appear in the application launcher in Admin. With this update, MAX will be available and selectable even if the only voice connection for the agent is Integrated Softphone.
Customer Request X UI Change Future Enablement X
Improved Control Over Digital First Omnichannel Channels
 
Agents will be able to accept and reject incoming digital contacts in the same way as traditional channels. Adding this option will allow agents to reject additional interactions when they feel like they have reached capacity. 
Customer Request X UI Change Future Enablement X
Hide Ability to Create Commitments
 
You will be able to hide the ability to create commitments, preventing agents from using this feature. This configuration will be controlled by a new permission in Security Profiles.
Customer Request UI Change Future Enablement X
Button for Displaying Visual Notifications
 
 A new button in the A/V notifications configuration screen will prompt MAX to check that the agent's browser has permissions for visual notifications (toasts). If it has permissions, the agent experience won't change. If it doesn't have permissions, the Visual section will only show the Enable Visual Notifications button. This will make it easier for agents to see if the browser is preventing visual notifications.
Customer Request X UI Change Future Enablement X
Custom Workspace Updates
 
All custom workspaces will load by default when launching MAX. Only the first custom workspace will be visible, but the second and third custom workspaces (if configured) will be loaded in the background. This will allow custom workspace content to be available automatically when an agent logs in.
Customer Request X UI Change Future Enablement X
Internet Explorer Support Discontinued
 
To support functionality available to modern browsers, Internet Explorer will no longer be supported with MAX.
Customer Request X UI Change X Future Enablement X