In our organization, we use Standard Text scripts a lot.  We currently have 320 active scripts but we have no way to determine their effectiveness or frequency of use.  It would be really nice to be able to track their usage.  Also, a method to depricate those that are not actively utilitzed would be very helpful.

Hi there,

 

A number of our internal staff and people I met at the APAC Summit indicated that at times RN is running very slow. As the data volume and user activities both continue to increase exponentially, I suggest RightNow to set up a server for APAC customers in close proximity. This will especially benefit clients in Australia, New Zealand, Singapore and Malaysia by providing better speed and performance. Today's customers don't have the patience to wait for screen to load after 30+ second, and productivity gain can be significant. As for RightNow, having a dedicated server for APAC customers in the region can serve as a huge sales booster, if marketed well. It shows your dedication to exceptional customer experience by addressing ever-increasing need of your customer base.

 

I hope to see our data packets travel less distance and help load screens quicker in 2010. In the age of social Web, speed of Web applications is more important than ever. Thanks RN for looking into this idea (in advance!)  

 

 

     

I would like to see the option where the incident age is counted by working days. Please find my request at http://forum.rightnow.com/rightnowuser/board/message?board.id=Analytics&thread.id=3099

 

Please Kudo this post of you think you are also in need of this.

 

Thanks,

Hans

Would like to have an option for end users to delete incident attachments. Currently customers have to submit a request analysts to delete incident attachments. The attachments can have sensitive data and the customer would like the option to delete.

We are currently agent scripting with some of our agent profiles and we have have various pieces of information within the Agent Scripting, specifically information within textboxes, that would be useful for the agents to copy and paste in some other windows.  However, there currently isn't a way of copying and pasting information.  It would be a nice feature enhancement if the agents would be allowed to do this.

We are on August '09

 

We would like to make the banner and its text bigger so that it is more noticeable to our CSRs. It seems to be easy to pass over when they are in a hurrry.  Dealing with medical patients it is extremely important for our CSRs to notice the alert immediately.

 

Jayme

How many of you have a third party product that handles queueing and routing for agents, and would like RightNow to integrate with that software?

How many of you have interest in or plans to use Chat to drive revenue?

Below is the response from the RN tech support in regards to my question: What happens if i delete a profile that's tied to a staff account?

 

There are several irreversible, troublesome effects of deleting a profile that is still tied to one or many staff accounts. For example, let's pretend "Sam Smith" is a staff member with a profile of "Agent". The following errors will occur:

1) After deleting the profile "Agent", then trying to open up Sam Smith's staff account, you'll get the attached IE Script Error Message- see screenshot. Clicking either yes or no will still not allow you to access this staff account whatsoever.
2) The next time Sam Smith tries to log in, he will get an "access denied error" every time.
3) If Sam Smith is actually logged in whilst his profile is deleted, any edit he tries to make thereafter will throw the error :

"Access Denied
This session is no longer valid.
One possible cause is that you are logged in on another copy of the program".

So, it is very strongly recommended that you are certain the profile you are deleting is not tied to any staff account, else you will irreversibly render the attached staff accounts useless.

To help make certain that no staff accounts have the profile you wish to delete, there is a standard report which you should have called "Profile Permissions by Account"- this report will list all staff accounts and associated profiles, permissions, etc. If the 'extra' profile isn't tied to anything, it will be safe to delete.

 

My Idea/Suggestion to RN is to prevent this from happening. 

 

Currently, if you try to disable a staff account that has a rule associated with it, you just get an error that shows you which rule has the issue.  The admin can go in, correct the rule, and then disable the staff account.

 

I propose that the same mechanism is implemented on the Profiles - Staff Accounts relationships as well.

 

Dmitry.

 

 

 

I get around 10 feature requests a year from my customers asking for our support (RNT) chat to notify them when they are connected to an agent. A sound, blinking taskbar, force to top, anything. I believe the first time I submitted this feature request was sometime in 2003 when I was doing RNT Administration for a different Org. I have since submitted a similar FR with every upgrade.

 

This post is to backup those feature requests, and convey the sense of urgency around this very common chat feature. Imagine being a customer, and the extreme frustration you would feel after the second or third time this happened. It really is maddening. Please consider adding a customer notification of some kind to chat.

 

Thanks.

Would you like to see RightNow offer a standards-based web services integration capabilities based on W3C standards of SOAP and WSDL?

 

What requirements input do you have for use of a SOAP API?

 

What versions of SOAP and WSDL do you use?

 

What additional web services standards (W3C,WS-I,OASIS) are important to you?

 

Is WS-I compliance important to you?

Hi all,

 

Following our APAC summit, we are going to re-vamp our CRM Cabinet to CX Cabinet, shifting the focus from operational CRM excellence to story-telling style customer experience excellence presentations from all departments each month (how they used RN CX solutions to enrich customers in that month). 

 

At the APAC summit in Gold Coast, all attendees were given the RightNow CX superman with the new mission "Rid the World of Bad Experiences" written on his wings (I am sure the same in Americas and Europe). We would like RightNow to mount a slightly bigger version of this with our organisation name (Compassion Australia) on the base and another line that reads "Customer Experience Evangelist of the Month Award". We will then give this award to the best CX practice owner each month during our CX Cabinet meetings, and the trophy has the potential to travel across many departments over time, both promoting RightNow's new vision and our newfound commitment to exceptional customer experience. This will also serve as a strategic shift from traditional CRM to new CX initiatives within customer communities.

 

By the way, the RN calendar with our names shown in all pictures were an excellent example of personalised touch that can enrich customer experience at the summit. Thanks RN for your exceptional commitment to great customer experiences!

 

 

As the number of RN customers and the richness of RightNow CX features both continue to grow, I propose RightNow to develop professional certification tracks for individuals to enhance existing RightNow education and training. (e,g, RN Certified Power User, Consultant, Developer, Trainer) Some of the existing online tutorials coupled with quiz and assessment at the end can easily be used for the "Power User" track. Once the momentum is built, other more professional tracks can be rolled out incrementally.

  

This has double benefits - users gain professional credentials that are recognised in RN communities. At the same time, RN can more effectively segment their customers based on their RN expertise, level of knowledge, and professional skills. This also provides RN a more powerful recruitment and skill development framework for new and existing employees and partnering consultants in the future.

 

Similar certification tracks exist for Oracle/Siebel and Microsoft CRM. But let's do it creatively. A whole new way of training (mostly online in social networking settings) and certification with cool new names that are unique to RightNow, as we rid the world of bad experiences together.  

Current state:

In a couple of our CS & Sales team (not every team) we setup a process where a CSR reads an incoming incident, creates a response and assigns to Peer/Lead/Mngr/Queue (depends on the team) for review.  The Peer/Lead/Mngr reviews the email, and provides some comments in the "private note" section (such as "good to send" or "change the greeting" etc.) Then, the Peer/Lead/Mngr assigns the incident back to the original CSR, who then Marks send on save, and sends an email to the customer.

 

Idea: 

Create some sort of "proofing" mechanism for incidents much like what exists in the RN Marketing.  So that an agent can have their email "proofread" by manager/lead, etc. before it's gone to the customer.

 

Thanks.

 

Dmitry

The IContentPaneControl interface currently supplies no way to close itself. This functionality could be overly useful for many applications. One that comes to mind could be a situation where an integration needs some input from an agent. The content pane could pop, and the agent could enter the required information. When pressing a "Save" or "Submit" button, the data could be handed to the integration, and the content pane could close itself.

 

There are actually many situations where this could be useful.

We have come across a number of occurences when one member of staff is editting an Answer and another staff opens the FAQ and some changes are lost/overwritten when they both save.

 

Aa a suggestion I/we would like an option which ‘locks’ an Answer ID (or at least give a warning pop-up), when someone else is updating it to prevent changes being lost.

For Answers, having a "Quick Stats" tab that lists date created, date last updated, Last Access date, total hits, ranking, feedback, # of incidents avoided and links to incidents solved would be a terrific help in evaluating the state of that Answer. 

 

Example evaluation uses:

• An Answer on an older product that hasn't been accessed in over 30 days, but has a high positive feedback and # of incidents solved in the past, may be worth keeping instead of archiving.
• An Answer that is 7 days old and has a high hit rate, several links to solved incidents, but low feedback and incident avoidance, needs to be rewritten or simplified for a lower technical audience.

 

This would be a powerful reference tool when combined with a Review On date.  Since the Review On date pre-selects answers for review, all the stats you need for evaluation are right there without having to generate reports separately.

I was just having to do some changes to some scheduled reports of ours and I was thinking it would be nice if I could copy a scheduled report  within one report, so if I have more than one scheduled report within the same report, that I can quickly copy one of the scheduled reports and make my changes instead of having to remember the filters that I have set up on the original report. 

 

So a perfect example of this, which I was just having to deal, is we have a Chat Abandoned Report that is sent out daily that gives us a list of all users that Abandoned Chat and the reason why they abandoned chat.  We have a couple of these sent out based on Interface.  Well one of the VPs within our company asked me to change this from an Excel file to a PDF.  No big deal, however, I still need it in an Excel file in case if I need to do any filtering on this data.  So I had to change the original Scheduled report to the PDF format, and they I had to click on the Add Schedule link in order to set myself up with a new scheduled report that sends out the Excel format to me.  Again, clicking the Add Schedule link is no big deal, except I have specific things being filtered on within that original scheduled report.  So I was having to try and remember everything that I am having to filter on as well as when the report gets sent out. 

 

It would be great if you could either A) Right-Click on the Schedule Name and then click Copy or B) Have a Copy link under the Actions Column which would allow you to copy the entire Schedule Report.  I have included a screen shot of what I am talking about.  Anyway, this would be a nice feature enhancement since I am having to do a lot of scheduled reports.

 

 

 

 

Incident->Message->Send on Save.

 

When the Send on Save is marked on an incident and there is no e-mail address for the primary contact no error or warning occur.

Like to have a warning/error or possiblity to make a rule in the workspace.

Note: Not all of our contacts have a e-mail address due to import from a external system.

 

Best regards,

Chris van Es.

Bang & Olufsen.

For knowledgebase articles it is not uncommon to put images or even video on specific answers. Most of the articles we use have iamges associated to them. I think it would be great to have a document library specificly for images and/or videos that are displayed in KB Articles. In our industry, it isn't uncommon for our web site to be updated. When this happens, images need to be updated so the images are current and relevant. Many times, we'll get messages interally say "theres an out dated image on article... " Having a dedicated media library would help manage this workload.

 

In RightNow, there is already a library for uploading images used for the Analytics Console, I image this would be something similar to that.

 

A media library would allow all the images or video used to be hosted on the same server the KB articles are hosted and managed in the same tool. If hosting images is too much space, maybe this library could just capture the source ofthe image and generate a virtual library, displaying the URL where the image is actually hosted.

 

I imagine that a media library would have document control (who is allowed to upload files) and version control, so if an image is updated, it can replace the old file but there would still be access to all previous versions (like subversion or even sharepoint document libraries).

 

When an image is added to a KB article, the Media Library updates that item and records all articles that the image is displayed.