RingCentral Engage Digital’s Service Description

Last updated : July 11, 2019

 

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Comments - Reply, Delete, Publish/unpublish (if visitor comment), Edit, Like, Unlike Visitor Comment on Dark posts/ Unpublished posts/ Promotable posts - Reply, Delete, Publish/unpublish, Edit, Like, Unlike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