374 results found
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Analytics
I wanted to have an option to filter the skills/queue in analytics in RingCX.
1 vote -
reporting
Administrator should have option to filter the reports in analytics.
1 vote -
Real Time Sentiment Alerts
Real Time Sentiment Alerts: Allow supervisors to be proactive with monitoring agents, seeing if a call sentiment is negative and jump in to the call as needed.
This is something Dialpad has and is a competitive edge: https://help.dialpad.com/docs/ai-supervisor-insights#:~:text=Real%2Dtime%20sentiment%20analysis%20uses%20Dialpad%20Ai%20to%20analyze%20customer,how%20customer%20interactions%20are%20going.
1 vote -
Call Timers for Agents
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 -
Connectwise Integration
Integration with https://www.connectwise.com/
1 vote -
Integration with DNA Fiserv Platform
Integration with https://www.fiserv.com/
1 vote -
Integrate with Hyland Content Solutions
Integration with the Hyland platform (https://www.hyland.com/en)
1 vote -
Integration with Wex Benefits software
Integration with Wex (https://www.wexinc.com)
1 vote -
Manual Dial Queue Selection
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 -
I want to be able to select multiple voice mails and messages and delete them with out having to drill down to each one and delete them.
Delete multiple msgs and voicemails with one click after tagging them.
1 vote -
Ability to Mix & Match Licenses for integrations with RingSense
Would like the ability to have, for example, 100 licenses for RCX but then only 25 licenses for RingSense.
1 vote -
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 -
RingCX Naming Convention
Standardize the naming convention across the platform
1 vote -
1 vote
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Object support in call baggage
When passing data from IVR Studio to Scripting Studio a limitation was found that the call baggage cannot contain an object with multiple values. Allowing for objects to be passed from one part of the platform for another would allow users to have a single web service up front that could provide all of the data necessary for the life of the call.
1 vote -
Admin portal Payment Processor
The current Payment Processor solutions require a custom IVR/agent script to be built. Having a RCX, admin portal supported, payment processor feature which would 'automatically' handle agent's availability, call routing, and necessary reporting via a configuration page would be monumental in making this particular experience a good one.
1 vote -
1 vote
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Ability to Delete Channel
Within RCX portal, there is no way to delete a channel once created.
1 vote -
Remove DTMF feature for Voice dispositions
There's a field in Voice dispositions called DTMF which hasn't worked in Engage Voice for a long time and is not used by customers. This should be removed from the UI.
1 vote -
Create a preview timer that notifies Agents how much time they have to preview a lead before it disappears (would like the ability for A...
...dmin to configure). Right now, agents do not know how much time they have before a lead goes away. It would be great to see a timer to help get thru tasks and take the lead.
1 vote
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