128 results found
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Queue Answered seconds rate in RingCx Historical report
Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one
9 votes -
Feature Enhancement Request: User State + Queue Visibility and Call Pickup Dashboard
Background:
The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.Request Summary:
Develop a real-time dashboard within RingCX Analytics that displays:User State Monitoring:
Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
Displays which…3 votes -
Add wrap up time for RingCX auto-dialer calls (Campaign)
Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).
Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.
3 votes -
RingCX Time Based Callback-in-Queue Offering
It is important to use time-based Callback-in-Queue so that when a queue is ending callbacks aren't left waiting until the next day. Time- based Callback offering could turn off callbacks being offered 10, 15 or 30 minutes prior to Queue closing. Phase 2 could be time and "chance of answering" using AI to determine if a callback is offered can it be answered while the Queue is active such as number of agents, active talk time versus time left in Queue before closing.
19 votes -
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.
2 votes -
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.
2 votes -
Support interaction logging with no disposition in all applicable embedded CRM integrations
In all of RingCX embedded integrations with third party CRMs, dispositions are required to complete the logging of that interactions details into the the CRM. When there is no disposition configured on the source of the interaction, support a workflow that logs the interaction details when that interaction is ended.
2 votes -
Pass limits per 24 hours
Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)
Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key
Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing
Customers would like this feature as soon as possible, as it makes…
2 votes -
Change color of lettering to red when agent goes into RNA Status.
When an agent goes into RNA status, we'd like an alert that draws their attention, reminding them to move back to "Available". Currently, the letting is gray, which doesn't really catch the eye of user. We are recommending changing this to a bold red in RNA status.
8 votes -
Max Q Data in RingCX Custom Widget
To have the option for Max Q under the Data tab in RingCX Custom Widget.
2 votes -
RingCX Estimated Wait Time API
It is ideal to offer a RingCX Estimated Wait Time API for end users to include this in their Contact Us web page showing client what the estimated wait time is currently.
Estimated wait time would also make a useful tool in Realtime Dashboards, where an alarm could let supervisors know when SLA's are in jeopardy
This would also be extremely impactful if its available for both voice and digital channels, posting est wait for digital channels.
8 votes -
Improve Speed of Historical Reports
One of the most helpful reports in RCX is the Interaction Details report, this allows you to investigate a call thoroughly while also providing the call recording URL. The report may not load for up to 45 minutes at a time which doesn't lead to a timely investigation. Improvement of this report to near real-time would help with business needs.
2 votes -
Historical Dashboard Report Schedule
Adding a Schedule Tab in the Analytics Historical Dashboard. Same Tab in the Historical Reports. As for now, there is no Schedule tab in the Historical Dashboard.
3 votes -
Support Edge Browser
Currently Edge is not supported. Request to have it officially supported.
15 votes -
RingCX IVR press path report
It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the keypress option selected on the IVR and the transfer path after pressing one of the keypresses.
4 votes -
Automatically change the status to Wrap during wrap-up time in RingCX.
This will enable Supervisors to see the Wrap status in their dashboard during the set wrap up time after each call.
10 votes -
Add ability for Zendesk Widget To Search All Open Tickets
When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.
However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to…
2 votes -
No Roles showing on Main Account Role page
Main Account Roles page does not shows roles or apparent actions. There is just a message in the main panel saying "Select a Main Account Role from the left panel".
6 votes -
Phone Books to allow import of contacts
It would be helpful to have an import function to load a list of contacts for use in Phone Books. The current UI is good for a small number of entries, but larger lists require more time to configure.
6 votes -
1 vote
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