634 results found
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Have "States" as a drop-down in Rule Configuration
This is as opposed to being a free text field.
2 votes -
RingCX "Monitor Only" Permission for new agent shadowing
New Role/Permission to allow "Monitor Only," removing Coach and Barge. This is needed for new hires to shadow seasoned agents. Listening to live calls without being able to impact the active agent.
2 votes -
2 votes
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Realtime Dashboard>Today's Calls to become Today's Interactions
Suggestion is to change "Todays Call's" in Realtime Dashboard to "Today's Interactions" and show digital conversations along with the calls for an omni channel experience.
2 votes -
Show Reply Assistant list using Groups
The main Reply Assistant page shows the list of quick replies in the order they were created. Each Replay has a Group that it belongs to so this should be the default view to match other lists in RingCX show. Examples:
Digital Queues & Skills
Voice Queues and Skills
Campaigns
Agents
Knowledge Base
The current listing view differs from other areas and should be made consistent.2 votes -
Ability to Delete Channel
Within RCX portal, there is no way to delete a channel once created.
2 votes -
Conditional Queue Events - Engage Voice
The 'modular' nature of Engage Voice is helpful. However, with this design, some feature-sets of one routing component are not found in others. Having a if/and feature enhancement to inbound queue events would bridge this gap. Example: Play audio file 'A' for normal conditions. If wait time is 'x' then play audio file 'B'. This idea could be expanded to any queue event type.
2 votes -
Suppression Scripts
Some customers use 'agent flag' on outbound leads to reserve lead 'x' for that agent. Should another agent search for a lead, they would have the ability to dial this lead whether or not it is theirs. Something like suppression scripts, where the system does a check at the moment of dial attempt against some sort permissions list, would help manage this solution. Suppression scripting could be used in numerous ways within RingCX especially around manual dialing.
2 votes -
2 votes
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2 votes
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Upgrade LumenVox ASR
The current Automated Speech tool works well for 'dictionary' based speech recognition, but is not as successful with multi-word or phrases (good at, press or say 1, say billing, etc). The ask is to improve the automated speech tool to utilize more advanced feature sets that will better satisfy IVR requirements.
2 votes -
RingCX account creation automation + Import/Export Functionality
The ability to quickly spin up templated accounts and have self-service import/export would be very helpful.
2 votes -
Color Coded Sentiment in RingCX Agent Interface
The suggestion is to provide Color-based Visual Queues of customer sentiment to the agent based on customer messages. Red/Yellow/Green is easier to identify than the current small/ mini grey icon reflected. If current message sentiment is exposed to the supervisor agent monitor, that would be an added benefit.
2 votes -
Agent Login Time Historial report log time in a hours and minutes decimal instead of showing days hours minutes and seconds instead of s...
...howing days hours minutes and seconds.. I'd like to see about getting the Agent Login Time Historial report to show times with hours and minutes in a decimal format instead of showing days hours minutes and seconds. I have tried to change the format to both Decimal (1) and Decimal (2) neither of which changes it into the decimal format we need.
2 votes -
API endpoint that allows us to change the agentState on the softphone. Such as if a manager wanted to adjust a reps state from available...
... to training they could do so from their own computer without logging into the agents.. Is there currently or could you provide and API endpoint that allows us to change the agentState on the softphone. Such as if a manager wanted to adjust a reps state from available to training they could do so from their own computer without logging into the agents.
2 votes -
Option to make Transitioned Leads COMPLETE once dispositioned without Requeue = Yes
Add the ability to set leads that are transitioned to another campaign as a Copy complete so they are not dialed again from the original campaign. Currently, the transition disposition needs to be set to Requeue = Yes in order for the lead to be eligible for dialing in the new campaign, which makes the original lead Requeue as well. With Requeue = No on transition, the copy lead will not be made ready to dial immediately in the new campaign.
2 votes -
Engage Voice - Campaign Disposition Rules
We would like to have additional control over passes regarding BUSY system dispositions. Ideally this will add BUSY to the list of selectable system dispositions that follow pass disposition rules set on a campaign.
2 votes -
API that would allow exporting scripts in JSON format.
Can an API be provided so we can export scripts on our Engage Voice account in the form of JSON?
2 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 -
Audit Trail Report on Manage admins website
I want to know what my admins do inside the https://portal.vacd.biz/manage site.Monitoring calls, running reports, pausing leads. Listing their name, date of action, type of action. They have access to a lot of information in the manage portal so we need to know what they were looking at and when. This should be a real detailed report available to see.
2 votes
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