374 results found
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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 -
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 -
RingCX Naming Convention
Standardize the naming convention across the platform
1 vote -
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 -
Add RCO response and Audit Trail Log for "Ask the Expert" functionality within Engage Digital
Currently, the RCO response post escalation is not sent back to the agent within Engage Digital. Also, there is no audit log being tracked to check if the message escalated via "ask the expert" has been reverted to track this functionality by supervisor/administrators and to close the loop.
8 votes -
2 votes
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14 votes
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Check Queue Status Nodes
The ability to check queue status (available agents, number of calls waiting, average wait time, etc) from the IVR will help greatly in some of the routing scenarios customers have.
2 votes -
Easier authentication for new APIs
Setting up and graduating API applications for every account that needs API functionality can be cumbersome.
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 -
3 votes
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5 votes
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IVR Detail Report Changes
When the call is transferred outside of the IVR (doesn’t matter if it’s PSTN, queue, etc.), the IVR detail report shows two rows for the call.
1 vote -
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 -
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.
2 votes -
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 -
Holiday Handling in IVR
This process should be handled in the DATE TIME node, as opposed to using Javascript.
4 votes -
2 votes
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Better Text to Speech Functionality
Suggestion is to have TTS directly in the GET INPUT and PLAY AUDIO nodes.
2 votes
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