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Contact Center & RingCX

Contact Center & RingCX

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100 results found

  1. We already change our working base state to away (gray) see below screenshot. This happened when the supervisor start monitoring and when the supervisor stop the monitoring it put her into the working and orange state

    4 votes

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  2. Create an option to select “Repeat Event” and “Number of Repeats” (a specified number or indefinite). This would allow the ability to have the programmed event in the Queued Event Configuration to repeat indefinitely or for a specified number of times for the interval time as configured in that Queue Event. This option would prevent the administrator from having to create duplicate events.

    6 votes

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  3. Add a "Dial Type" parameter to the Custom Widget so that when agents Manually Dial a call, it can be easily identified and filtered from the true Inbound calls on Real Time stats.

    7 votes

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  4. 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.

    1 vote

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  5. The ability for a more granular creation of a caller ID bucket would be very helpful. This could include additional numbers for a given state and the ability to 'phase out' a bucket over a period of time.

    1 vote

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  6. Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.

    4 votes

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  7. 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

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  8. Though there are other ways to accomplish this, many customers would like to have this functionality.

    2 votes

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  9. Increase the number of local DIDs in Local Connect buckets. Increasing the number of DIDs assocaited with a campaign with reduce downstream carrier throttling for high volume customers.

    2 votes

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  10. Currently, the RCO response post escalation is not sent back to the agent within Engage Digital. Also, there is no audit log being tracked to check if the message escalated via "ask the expert" has been reverted to track this functionality by supervisor/administrators and to close the loop.

    8 votes

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  11. 2 votes

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  12. 14 votes

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  13. The ability to check queue status (available agents, number of calls waiting, average wait time, etc) from the IVR will help greatly in some of the routing scenarios customers have.

    2 votes

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  14. Currently there is no way to get return data out of a web service to be used in an agent script.

    2 votes

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  15. Many APIs require an initial authentication call in order to make the main API request, which requires two API calls for an event.

    2 votes

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  16. This would be especially helpful for situations where everyone is working remote. The most important Analytics access would be to real-time reports, since agents may not need to view or download scheduled and historical data.

    2 votes

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  17. Troubleshooting would be made easier with access to the debug results for web services and agent scripts

    2 votes

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  18. Suggestion is to have TTS directly in the GET INPUT and PLAY AUDIO nodes.

    2 votes

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  19. When a WWW node times out there is no reason code in the debug. It would be helpful to see the reason code so that it can be determined why it’s not working.

    2 votes

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  20. Our partners need to be able to edit all parts of the system for their accounts, but we don’t want to be giving them full super-user access. We need a way to give them super-user access at a single account level.

    2 votes

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