634 results found
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Restrict Tags based on selected Disposition
Add a functionality that the available list of Tags on the softphone can be restricted by the selected disposition.
1 vote -
Improvements to Messaging visual library configuration
For Messaging visual library, the page would be much easier if there was a visual tool to configure the components. Attached is an example of how CXone are doing this
The boxes for code would also be much more usable if you could expand them as even the default code involves sideways scrolling, making for a high effort experience
1 vote -
Allow Agents to Pesent a Withheld Number
Allow CX agents to have the option to present a withheld number on outbound calls.
1 vote -
Take snapshot of realtime dashboard and export it
When viewing a real-time dashboard in RingCX, the viewer should be able to take a snapshot of the dashboards current state and export it for reporting on real-time activity.
1 vote -
Retain Role In RingCX When Modiying Role In RingSense
Customer said that when he changed the role of an agent to Supervisor in RingCX, the role in RingSense also changed to Supervisor. Then, when he added a custom role in RingSense and removed the Supervisor role, the role in RingCX changed to Agent.
Customer wanted to retain the role of the agent in RingCX when he modified the role in RingSense. Tier 3 Colby Jester confirmed that this needs to be made into a feature request.
1 vote -
Agent Interface "Search" Button for Contextual Searches of System Data
Currently, the RCX Agent Interface "Search" button is limited to search leads from campaigns. The request is for the search button to offer a contextual search to find things like previous digital interactions, calls and the Identity contact card. Digital interaction information would be extremely helpful.
Currently, searching for digital interactions or looking up a contact to view the disposition summary of previous contacts is not easy or readily available.
1 vote -
bulk assigment of callback to other agents or Queue
Hello Team, Supervisor/agent need to assign the callback to the different agent one by one. In our case every agent have approx 100's of callback. Can you open the features to assign this callback in below manner. 1. Assigning bulk callback to another agents 2. Assigning callback to the Queue & routing in round robin method.
1 vote -
Custom tokens in Voice Queue External App URL
Rather than create a whole Voice Script, we would like the ability to add a custom token from the routing (such as a customer ID from a CRM lookup) to the External App URL field within Voice Queues.
Currently there is a limited number of tokens available & our partner SE has advised that nothing is on immediate roadmap to address this.
This would be ideal for customers who just want a web page shown (such as CRM record) rather than an extensive script presented to the agent.
1 vote -
Change State in PD
Allow agents to change their state while they are in a pending disposition. Currently, they can't do this on the main home of the RC for SF integrated app. They must go into the 'call history' and change their state there.
1 vote -
Collapsable Customer Identities List
When we have several merged identities on a contact, it starts to take up the entire pane. It would be nice if we could have a dropdown if we need to see more, but have just one contact field and maybe the icons of the contact listed below. If you need to see extra details, you could hit the dropdown arrow to expand. Will attach screenshots of Today vs. Example collapsed view
1 vote -
Inbound SMS to appear on all logged in agents
When SMS comes in through the SMS Channel, there should be an option to configure it so that the same SMS shows up at the same time across all agents logged in.
1 vote -
RingCentral engage voice analytics
Wanted to have an option in analytics historical report to select or filter the report with campaign.
1 vote -
Change agent proficiency when adding to queue through supervisor
Ability to edit agent proficiency when adding them to a queue from the dashboard panel or supervisor tool.
1 vote -
reporting
Administrator should have option to filter the reports in analytics.
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 -
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 -
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
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