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Contact Center & RingCX

Contact Center & RingCX

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  1. Organization of Agent Tools is not very clear. Knowledge Base is under Voice, but should apply to any interaction type and Email Templates is under Voice, but Email is a Digital interaction type.

    2 votes

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  2. By default, all reports pull up all records. This can become a significant performance issue in busy systems over time. The UI should provide a date range with some predefined options like today, last 7 days, etc. with the option to specify a custom range before executing the query to view the results.

    2 votes

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  3. Customizing Webchat requires editing CSS and HTML code. Many customers will not have this capability and the lack of a preview limits the ability to make changes without a lot of experience with CSS and HTML

    3 votes

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  4. There are 2 places where an admin can create an email template: Voice and Digital. Voice provides a basic UI to pre-fill fields like From, To, & Subject and use Tags. Digital requires editing HTML code with an extra step to submit it for preview. The Voice email templates appears to be tied to outbound dialer campaigns. This feature should be consolidated into a single UI.

    2 votes

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  5. It is not very clear how to use Messaging Visual Library elements in a channel.

    2 votes

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  6. Currently Edge is not supported. Request to have it officially supported.

    6 votes

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  7. It would be helpful to have automatic agent-specific audio playback/greeting on voice call connections (e.g. mandatory announcement for compliance when collecting on a debt.)

    2 votes

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  8. Automated exports only support SFTP as a destination for exports, Request is for a parallel capability to the Voice Recordings Delivery feature where SFTP and AWS S3 is supported.

    3 votes

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  9. Goal is to have a button to view the card when hovering over the hidden button area when a message thread is visible.

    2 votes

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  10. There are a few things that would make this feature easier to use.
    1. When you drop the list down, there isn't a complete list of MVP users with presence. This is required if an agent is on an active interaction and needs a quick response.
    2. when the expert replies, the agent gets no notification in the RingCX Agent Interface and the agent has to use the MVP app to see the response.

    3 votes

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  11. Suggestion is to make DNC options more transparent to customers from UI. For example:
    - Third party options (DNC.com and Gryphon Networks).
    - Why is DNC org ID only a super admin level change?

    2 votes

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  12. It would be helpful to be able to upload the file into the RingCX platform like Audio Files. Instead of requiring a URL for the image, the UI can present an option to pick from the list of uploaded images.

    2 votes

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  13. 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".

    2 votes

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  14. There are a few things that would help make Roles better:
    1. The use of the term "in doc" should be clarified
    2. Available permissions list shows categories but any elements created in the system now show as children

    2 votes

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  15. 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.

    3 votes

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  16. Recordings Delivery should support digital interaction transcripts for long term retention requirements. It should be implemented the same as Recordings Delivery for Voice.

    2 votes

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  17. 1 vote

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  18. Would be nice to get an app to integrate Engage with RPM Telco CRM.

    1 vote

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  19. 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

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  20. Can an API be provided so we can export scripts on our Engage Voice account in the form of JSON?

    1 vote

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