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516 results found

  1. When using the realtime dashboard monitor, provide digital interaction supervisor controls allowing monitor, coach and barge

    3 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  2. 1 vote

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  3. Within RCX portal, there is no way to delete a channel once created.

    2 votes

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  4. Visual messaging library for Chat Channels are tied to a specific channel once saved but cannot be changed even if there are no active triggers. For better usability, the system should allow re-assignment of the visual library item to another channel

    3 votes

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  5. There are default Messaging Visual Library items, but once used, they cannot be assigned to another channel and there is no way to copy/clone the settings. When you add a new item, the HTML code and CSS code fields are blank so making a variation of an existing item requires cumbersome copying and pasting.

    3 votes

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  6. There is no way to set holidays in a schedule without adding JavaScript code to an IVR to check if the queue is closed. This code needs to be manually added to each IVR and if there's a change in holiday date (like Thanksgiving), someone has to manually edit code on each and every IVR for each calendar year. This will lead to errors and extra overhead in managing the system.

    4 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  7. When on a call, we would like to see call timers when a caller is placed on hold. Standard practice is not to let a caller stay on hold for more than 2 minutes without checking back in with the client. However, RingCX lacks call times when completing multi-party calls. The Active Call List doesn't have timers running (or visible).

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  8. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  9. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  10. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  11. Customer wanted a permission to force their agent to select Voice Queue Group before they will be allowed to place a manual call.

    Currently agents can make manual call even though they are not selecting a voice queue group

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Accessing call recordings should be integrated into the UI. There is not a way to play back a recording directly from the UI. The current process requires many steps which could result in a poor user experience.

    4 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  13. 2 votes

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    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  14. At present, Requeue Shortcuts have to be added individually on each queue, even if they are needed on multiple queues. This causes the administrator to quite often have to rebuild the same requeue shortcut multiple times across many queues.Please research/develop the ability to build a master repository of requeue shortcuts in one centralized location, and add the shortcut out to the required queues. This would save some administrators a lot of time.

    14 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  15. The goal is to have access to Customer Information as an icon, which should then be searchable. Then an agent would be able to contact by phone, sms, email or any private social channels.

    3 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  16. 3 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  17. At the moment, it's only possible to have 1 pre-recorded voicemail message within each campaign. If we're dialing the same recipient multiple times, it starts to sound spammy/illegitimate when it's the exact same voicemail message. It would be nice to be able to have multiple voicemail recording to chose from. This could be as simple as adding 3 or 4 recordings that are chosen at random, or as intuitive as pick recording 1 for the 1st time, pick recording 2 for the second time, etc.

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Current reporting capabilities can only show total offhook time for a day. However, agents can be offhook in aux states other than Available. Example- Agents can toggle offhook while in lunch aux. We need reporting that gives us the ability to understand offhook time in each aux state.

    10 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Would like the ability to have, for example, 100 licenses for RCX but then only 25 licenses for RingSense.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  20. The requested change would be to change the terms "Ignore/Ignored" to "Archive/Archived" (for the folder name, the message action button and the query used to populate the folder). Additionally, once a message thread has been marked as "Ignored," you can still see the button to "ignore" the message - it should be changed to "Unarchive" to allow a message to move to a different status or remove the button completely if a message cannot be removed from the archive/ignore state.

    4 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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