669 results found
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Ability to export Agent Script from Studio
Need the ability to export Agent Script from Studio so they can be shared and imported.
27 votes -
Ability to move columns on Agent Stats screen. Much like Analytics where you can move meaningful columns into your view and move less import
Ability to move columns on Agent Stats screen. Much like Analytics where you can move meaningful columns into your view and move less important out of view. Also, hold these settings and UNCHECKED columns for future agent sessions.
1 vote -
QUEUE WAITING TIMES
When I am transferring a customer to another queue, it should show me the waiting time on that line. I am then giving the best advise to the customer they then have a choice if they want to wait or call back later at a not so busy time
1 vote -
RingCX AI Driven "How Can I help you" Chat
AI Assist type Chat, using the new RCX AI Knowledge base to ask "How Can I help" offering RingCX Queues along with FAQ's. When a Queue is asked for , the conversation is transfered. Question get answered in AI Assist fashion.
A stretch on the idea would be to chat to ask for a voice agent to call them back. End user uses the chat for FAQ's, can be asked if they would like to chat with an agent (can ask for a specific queue) or if they would like an agent in a specific queue to call them. The…
3 votes -
In Que Callbacks are treated as inbound calls, use inbound agent whisper and inbound agent script
There should be the option to have a different script for a callback (where the caller chose not to hold but to receive a callback). Similarly, you should have the option to use a different agent whisper for these as well, as they are not truly "inbound calls".
1 vote -
Scheduled timed callbacks should be incorporated into an outbound campaign for an entire team, not scheduled for a specific agent.
If you use a disposition for a scheduled callback, this will be assigned to a specific agent who must check their "Callbacks" throughout the day. This is not as productive as having these scheduled callbacks populate into an outbound campaign, so that they are integrated into the blended voice workflow.
1 vote -
Complete European localization of all RingCX module
Challenge our French localisation of the RIngCX platform. Mentionned in agenda requested for our workshop on April 30th.
Including but not limited too:
- Analytics data not available in french at the time of initial bid defense
- Agents and Admin module not fully translated or very approximatively.
- RingSense for UI / European hosting / Support of French language for transcript, summaries, advanced analytics.7 votes -
outbound caller ID for 911 calls handled
The customer would like to send a different CID for 911 calls at each site vs the users regular outbound CID.
1 vote -
Max Q Data in RingCX Custom Widget
To have the option for Max Q under the Data tab in RingCX Custom Widget.
2 votes -
Feature Request: Agent Search Leads by Campaign in RingCX Problem:
Feature Request: Agent Search Leads by Campaign in RingCX
Problem:Currently, RingCX agents cannot efficiently search for leads based on specific campaigns. This can lead to increased search time, reduced productivity, and potentially missed opportunities.
Proposed Solution:
Implement a feature that allows agents to search for leads by campaign. This would enable agents to quickly locate and engage with leads relevant to their current campaign, improving their overall efficiency and effectiveness.
Benefits:
Improved Agent Productivity: Agents can spend less time searching for leads and more time engaging with them.
Enhanced Lead Management: Campaigns can be better organized and tracked, leading…
3 votes -
Disable Redirect Post-Call when using Zoho Embedded Agent
In our Zoho Embedded Agent, when our agent completes their call the, "call detail" window pops up and they must manually close it on every call, which could happen up to 6k times per day based on outbound call volume . The RCX Product team has mentioned this is expected behavior. We would like a coding change or setting to allow disabling this popup, preventing workflow delays.
1 vote -
Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox.
Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox. This is cluttering up the my inbox for agents, preventing them from seeing what needs dealing with vs what doesn't.
2 votes -
Multiple level disposition
Possibility to create multiple levels of disposition to get more precise agent feedback without going into a long list of disposition.
Sub level disposition would be link to level 1 and level 2 could be optional or mandatory...
It's very important to be able to report on level 1 only (with all sub-disposition included) as well as on level 2 and to filter on level 1 to get details report on level 2.2 votes -
Reputation Management Integration
Add an on platform phone number reputation management tool or add an integration that allows for this capability
2 votes -
More Specific Roles And Permissions
We would like to be more specific with our roles and permissions, for each setting we should be able to assign the options to: view, edit, create. This should apply to all areas of the platform for example if I want someone to see the queue configurations but don't want them to edit I should be able to select view only.
2 votes -
Improve Speed of Historical Reports
One of the most helpful reports in RCX is the Interaction Details report, this allows you to investigate a call thoroughly while also providing the call recording URL. The report may not load for up to 45 minutes at a time which doesn't lead to a timely investigation. Improvement of this report to near real-time would help with business needs.
2 votes -
Setting to enable dashboards/embed in agents view
Create the ability for agents to view dashboards, either in their general agent view or in another window. Currently, you have to create admin access with analytics and we would prefer to have our admins create the dashboard and assign visibility to the agent.
2 votes -
RingCX Chrome App
The convenience of an installable RingCX Chrome web App would be great so it stays separate from the browser and does not get accidentally closed or lost by a user working with multiple tabs open.
4 votes -
Phorest Integration
Integrate with Phorest Salon Software
1 vote -
RCX - Ability to have agents share my stats to sup at end of shift without exporting full page
Customer needs the Ability to have agents share my stats to sup at end of shift without exporting the full page. This is due to the delays we're experiencing for Historical reporting. we are aware that Historical reports are delayed for 6 hrs (23004883)
6 votes
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