643 results found

1. Defining "Other'" Category in RingCX Historical Reports and Historical Dashboards

   In RingCX, the "Other" category might encompass the following scenarios:

   Disconnected for Technical Reasons: Calls dropped due to system issues, such as network failures or timeouts.
   Customer Action: Instances where the customer disconnected the call while in the queue but wasn’t classified as “abandoned.”
   Unusual Scenarios: Cases such as transfers to external numbers or queues not included in standard reporting.
   Undefined Outcomes: Calls that ended without a clear interaction disposition.
   This lack of specificity in the "Other" category can create confusion for customers. To address this, we recommend submitting a feature request to better define and categorize the “Other” outcomes.

   The customer specifically expressed the need for clear and detailed information on inbound call reports to accurately forecast how many agents they will need to deploy. Enhancing the granularity of the "Other" category will help meet this requirement and improve overall reporting accuracy.

   In RingCX, the "Other" category might encompass the following scenarios:

   Disconnected for Technical Reasons: Calls dropped due to system issues, such as network failures or timeouts.
   Customer Action: Instances where the customer disconnected the call while in the queue but wasn’t classified as “abandoned.”
   Unusual Scenarios: Cases such as transfers to external numbers or queues not included in standard reporting.
   Undefined Outcomes: Calls that ended without a clear interaction disposition.
   This lack of specificity in the "Other" category can create confusion for customers. To address this, we recommend submitting a feature request to better define and categorize the “Other” outcomes.

   … more

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2. Voice recognition should also cater to people with strong accents.

   Voice recognition should also cater to people with strong accents.

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3. Ability to block web chat in RingCX

   The System Administrator should have the capability to block web chat and be able to determine the IP address of the sender.

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4. Stop RingCX from logging out

   Set a way to stop RIngCX from logging out when away from computer

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5. Adding the "manual dials" metric on the custom dashboards On RCX Analytics Live Dashboards

   We need to add the "manual dials" metric on the custom dashboards on RCX Analytics Live Dashboards.

   Here is the scenario:

   1- On RCX Analytics portal, going to Live dashboard and adding a custom widget.

   2- Select "Agent" on "Product" tabs

   3- We need to be able to select "Manual dials" field on the "Data" tab.

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6. Case Sensitivity for Audio Search is not friendly

   1. Inconsistent User Expectations Most users are accustomed to search functions (e.g., on Google, file systems, or applications) that are case-insensitive. Forcing them to match the exact case creates unnecessary friction. Users might not remember the exact case used when inputting keywords or metadata, leading to repeated failed searches.
   2. Reduced Efficiency Case-sensitive searches require more precision, which slows down the user experience. For example, searching for "Interview" might fail if the actual data is labeled as "interview," causing users to spend extra time troubleshooting or retrying searches.
   3. Increased Error Rate Capitalization errors are common, especially in fast-paced or high-stress environments. A case-sensitive system punishes these errors, making it harder for users to get results on the first try.
   4. Limited Accessibility Case sensitivity might disproportionately affect users with dyslexia or those unfamiliar with the conventions of the metadata format. It can also be challenging for users working on devices with non-standard keyboards or autocorrect features.
   5. Poor Compatibility with Voice or Automated Inputs In scenarios where audio search is paired with voice commands or automated inputs, ensuring case accuracy can be impractical. Voice-to-text systems may not always apply the correct capitalization, leading to mismatched search results.
   6. Contradicts the "Forgiving Interface" Principle User-friendly interfaces are designed to tolerate minor errors and inconsistencies in input. A case-sensitive search system feels rigid and unaccommodating, alienating users.

   Solution Recommendation:
   Implement a case-insensitive search by default, allowing users to find results regardless of capitalization. If necessary, offer advanced search options where case sensitivity can be toggled on for specific use cases. This balances flexibility with usability.

   1. Inconsistent User Expectations Most users are accustomed to search functions (e.g., on Google, file systems, or applications) that are case-insensitive. Forcing them to match the exact case creates unnecessary friction. Users might not remember the exact case used when inputting keywords or metadata, leading to repeated failed searches.
   2. Reduced Efficiency Case-sensitive searches require more precision, which slows down the user experience. For example, searching for "Interview" might fail if the actual data is labeled as "interview," causing users to spend extra time troubleshooting or retrying searches.
   3. Increased Error Rate Capitalization errors are common, especially in fast-paced or high-stress environments. A… more
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7. Count All Call Time as the Egaged Agent State

   When ENGAGED on an active call, the call should count as the ENGAGED state the entire duration of the call. Currently, the ENGAGED status can be changed to a break state during the call (to signal to the system to change to that break status post-call), and the system starts clocking against BREAK-AFTER-CALL vs the ENGAGED state.

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8. New feature: Include microphone system settings Agent console.

   Although Google Chrome includes some settings for peripherals, it would be ideal to have adjustable microphone input settings. Especially a sliding control for microphone input volume.

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9. Automatic Call Termination During Network Issues

   To ensure a seamless user experience, it is essential for the system to automatically terminate calls when a network issue is detected.

   Currently, when one party encounters a network issue, the call remains active but turns into dead air, leaving the other party unsure if the connection is still live. This can lead to confusion and disrupt communication.

   To address this, the system should be designed to immediately terminate the call for both parties as soon as a network issue is identified. This enhancement will improve clarity and avoid unnecessary speculation about the call's status.

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10. Enhancements to RingCX Analytics for Reporting Transfers and ASA Accuracy

    Description:
    We have encountered challenges with obtaining specific data metrics using RingCX Analytics and would like to propose enhancements to improve reporting capabilities. Below are the details:

    Agent Transfer Metrics:

    Issue: There is no clear metric to report the total number of transfers made by an agent to either direct extensions or entries in the corporate directory. Despite several transfers being made, the report consistently returns no data (see yellow highlighted section).
    Requested Feature: Introduce a new metric or enhance existing reporting options to accurately capture and display the number of transfers performed by agents, specifying transfer destinations (direct extension or corporate directory).
    Accurate Average Speed of Answer (ASA) Per Agent:

    Issue: The ASA data displayed in the current report appears inaccurate, showing over 10 minutes per agent, which does not align with actual observed performance. ASA values should typically range from 20 seconds to 1.5 minutes.
    Requested Feature: Ensure accurate ASA reporting for individual agents. Provide clearer configuration or guidance within the platform to enable users to correctly generate daily ASA metrics for each agent.
    Use Case:

    Agent Transfer Metrics: Managers overseeing contact center performance need to monitor agent efficiency in handling customer calls, including the frequency and destination of call transfers. This insight is critical for evaluating agent performance and identifying training opportunities.
    ASA Metrics: Accurate ASA reporting is essential for team leads and supervisors to ensure SLA (Service Level Agreement) adherence and optimize staffing levels based on actual performance data.
    Users That Will Benefit:

    Contact Center Managers and Supervisors: To gain actionable insights into agent performance, call handling efficiency, and customer service levels.
    Operations Teams: To identify and resolve discrepancies in reporting that may impact strategic decision-making.
    Executives and Analysts: To obtain accurate and reliable data for high-level reporting and performance benchmarking.
    Benefits:

    Improved visibility into call transfer activities, enabling better performance evaluation and targeted training.
    Enhanced accuracy of ASA metrics, ensuring SLA compliance and optimized resource allocation.
    Streamlined reporting process, reducing time spent troubleshooting and interpreting inaccurate data.
    Greater confidence in RingCX Analytics as a reliable source of performance insights, leading to increased user satisfaction.
    We believe these enhancements will significantly improve reporting capabilities and provide better insights for our operations. Thank you for your consideration.

    Description:
    We have encountered challenges with obtaining specific data metrics using RingCX Analytics and would like to propose enhancements to improve reporting capabilities. Below are the details:

    Agent Transfer Metrics:

    Issue: There is no clear metric to report the total number of transfers made by an agent to either direct extensions or entries in the corporate directory. Despite several transfers being made, the report consistently returns no data (see yellow highlighted section).
    Requested Feature: Introduce a new metric or enhance existing reporting options to accurately capture and display the number of transfers performed by agents, specifying transfer destinations (direct extension… more

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11. Enhance reporting on system generated states

    In order to hold agents accountable to adherence standards, we would like for the system to be able to report on system generated states. Currently, via agent states, there are a limited number of agent states that you can map (available, on-break, away, lunch30, lunch60, meeting, training, work project, and work ticket) in order for them to be reportable in analytics when there are many other agent states that they can be in (away, break-after-call, engaged, monitoring, off-line, RNA-state, suspect, and transition). Currently, if you use the "Voice Agent State Time" metric in a report, there are a lot of Base states (that show in the Base State column) that show as "(empty)" in the State column because of that limitation. Please enhance reporting on the states that cause all of this data to show as "(empty)" as well as making them map-able.

    In order to hold agents accountable to adherence standards, we would like for the system to be able to report on system generated states. Currently, via agent states, there are a limited number of agent states that you can map (available, on-break, away, lunch30, lunch60, meeting, training, work project, and work ticket) in order for them to be reportable in analytics when there are many other agent states that they can be in (away, break-after-call, engaged, monitoring, off-line, RNA-state, suspect, and transition). Currently, if you use the "Voice Agent State Time" metric in a report, there are a lot of… more

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12. Allow for ability to add role restrictions to supervisor tool.

    Currently in addition to being able to listen to calls, the supervisor role allows for changing an agent state or logging other agents out of the platform. Supervisor also allows you to barge in on any call, and hang up any active call.

    Customers would like to have the ability to restrict the supervisor functions to Monitor calls only.

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13. Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Request Summary:
    Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.

    Current Behavior and Observations:

    Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
    Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without being sent to voicemail.
    Observed Behavior:
    For direct transfers, calls are not returned to the queue or handled through alternative routing.
    Instead, these calls are sent to voicemail if unanswered by the recipient agent.
    Root Cause Analysis: The logic for voicemail handling in direct transfer scenarios does not honor the global "Enable Voicemail on Transfer" setting, leading to an unintended fallback to voicemail.
    Proposed Technical Solution:

    Routing Logic Update: Modify the direct transfer handling logic to ensure that the "Enable Voicemail on Transfer" setting is applied uniformly across all transfer types, including direct transfers.
    Behavioral Adjustments:
    When "Enable Voicemail on Transfer" is disabled:
    Calls should continue ringing until disconnected by the caller.
    Optionally, a configurable timeout should allow redirection to a queue, group, or fallback destination if unanswered.
    When "Enable Voicemail on Transfer" is enabled, maintain the current behavior of routing to voicemail if unanswered.
    Configuration Dependency: Ensure the behavior respects existing fallback and routing configurations defined in the admin portal, such as overflow and no-answer handling settings.
    Technical Benefits:

    Consistency: Aligns direct transfer behavior with system-wide voicemail configuration settings.
    Flexibility: Enables admins to manage call flows more effectively and reduce voicemail dependency.
    Customer Satisfaction: Resolves confusion and frustration caused by perceived configuration discrepancies.
    Implementation Considerations:

    Backward Compatibility: Ensure that the proposed changes do not disrupt existing configurations or workflows for users relying on current behavior.
    Testing Requirements: Perform extensive QA testing for various transfer scenarios (e.g., direct transfers, blind transfers, attended transfers) to confirm expected behavior across all cases.
    Performance Impact: Evaluate any potential latency introduced by new routing logic, especially in high-volume environments.

    Technical Feature Request: Enhanced Handling of Direct Transfers with "Enable Voicemail on Transfer" Disabled

    Request Summary:
    Refactor the call routing behavior for directly transferred calls to an agent when the "Enable Voicemail on Transfer" setting is disabled. The updated logic should prevent such calls from being routed to voicemail, ensuring they adhere to the intended configuration to continue ringing until disconnected or redirected.

    Current Behavior and Observations:

    Configuration: The "Enable Voicemail on Transfer" setting is unchecked, indicating voicemail should not be used for transferred calls.
    Expected Behavior: Calls should continue ringing or reroute according to queue or fallback settings without… more

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14. Option to choose the caller ID Name when making an outbound call using RingCX

    The customer would like a solution wherein they have the option to choose the caller ID Name when making an outbound call using RingCX. As per default, the only caller ID that appears is the phone number which cannot be modified by a specific name.

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15. sale dropdown option

    in our campaign (comcast ) we have to select the right disposition before closing a call, the first option is ¨SALE¨. by this being the first option this generates an error since is right by the most common disposition (hang up) by selecting the sale options this impacts the campaign so it would be good to change the sale option to alphabetical order or at least not right by the most common option (hang up)

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16. Read-Only Access For Real-Time Dashboard on RingCX

    Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.

    Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or modify the real-time dashboard. Basically, customer does not want their client to have access any other data besides viewing them only.

    Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.

    Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or… more

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17. Send another SMS to the same thread in RingCX.

    To enable sending SMS messages to the same thread in RingCX, even if the recipient does not respond.

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18. Improve handling media for Queue events

    After the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. Expected behavior is there is no delay after the end of playing 2 files.

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19. Hold time

    When you place a client on hold we need an option to see the time that we have on hold.

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20. RingCX Report For Total Number Of Available Time For Not Receiving Calls

    Customer wanted to generate a report that shows Total Number of Available Time for Not Receiving Calls or No Call in Queue for each agent for the whole account in RingCX

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