466 results found
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Tiered Dispositions
Within RingCX, it would be helpful to have the ability to have tiered dispositions. For example:
Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition.
If disposition A is selected, then a 2nd drop-down window is presented to allow the agent to choose.
If disposition B is selected, then a 2nd drop-down window is presented, different options from dispositions A, are presented to the agent.6 votes -
Ability to "Cherry Pick" callers out of a queue
Though there are other ways to accomplish this, many customers would like to have this functionality.
3 votes -
Dashboard Access for Agents
This would be especially helpful for situations where everyone is working remote. The most important Analytics access would be to real-time reports, since agents may not need to view or download scheduled and historical data.
3 votes -
3 votes
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Pre-Built Admin Roles
It would be helpful to have several pre-built roles for customers to choose from. Examples could be:
1) Full Access - Super admin for the account (this one's already there).
2) Agent Admin - Access to view and change all agent settings, as well as analytics.
3) Reporting Admin - Access to analytics only. No access to view or change anything in the admin section.2 votes -
Increase size of Local Connect Buckets
Increase the number of local DIDs in Local Connect buckets. Increasing the number of DIDs assocaited with a campaign with reduce downstream carrier throttling for high volume customers.
3 votes -
Post Call Surveys within the Interface
The request is to bring this functionality into the User Interface. There are ways of doing this with our IVR studio but they are not 'standard'. Users would have to use javascript, agent scripting, and IVR studio scripting to get this accomplished.
8 votes -
The auto Disposition option needs to change agent to an on -hook aux state
We would like to use the auto dispotion feature but we need the agent rolled into an aux code that would not be available .
2 votes -
Partners super-user access for just accounts assigned to
Our partners need to be able to edit all parts of the system for their accounts, but we don’t want to be giving them full super-user access. We need a way to give them super-user access at a single account level.
2 votes -
Star key DTMF Processing
The system currently sees a * keypress as a terminator. But there are customers who are using the * and # keys in their IVR menus and this does not work for their needs.
2 votes -
Timeout codes for Web Services and WWW Nodes
When a WWW node times out there is no reason code in the debug. It would be helpful to see the reason code so that it can be determined why it’s not working.
2 votes -
Better Text to Speech Functionality
Suggestion is to have TTS directly in the GET INPUT and PLAY AUDIO nodes.
2 votes -
2 votes
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Ability to assign more than one web service to an event
Many APIs require an initial authentication call in order to make the main API request, which requires two API calls for an event.
2 votes -
Access to web service responses for agent scripting
Currently there is no way to get return data out of a web service to be used in an agent script.
2 votes -
2 votes
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Access to debug logs for web services and agent scripts
Troubleshooting would be made easier with access to the debug results for web services and agent scripts
2 votes -
RCV and RingCX Integration - Escalation/Queuing of video calls
It would be helpful if we had the option to escalate phone interactions into video calls/meetings. Analytics around how video escalations and video queues are used in their environment would also be beneficial. Video queue example: Bank branches can have a screen to engage with, that will enter that contact into a queue and have a 2-way video conversation with an agent.
8 votes -
Multi-lingual support
The ability to support other languages beyond English not just within features, but at the interface level.
7 votes -
O@H Omnichannel Options
Having omni channel options would be very helpful for O@H customers.
7 votes
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