99 results found
-
Prevent Last Agent Logout when Queue is Active 'Option"
The ask is for an option (per Queue) to not allow last agent to logout when Queue has active contacts prior to the Queue schedule closing the Queue to new Contacts. This would be helpful for customers that would like to ensure all contacts are answered when a Queue Schedule is closing, Adding an alarm to Dashboards or Email to Managers alerting them a Queue has closed per schedule with x number of active contacts would be a great addition as well.
2 votes -
Recordings Delivery
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 -
Improve Roles Usability
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 children2 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".
2 votes -
Hosting Agent Script Images on Platform
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 -
DNC options to be more transparent
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 -
Better Segmentation in Reports
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 -
Agent Tool Rewording/Clarification
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 -
Notify user if other user already editing IVR (and other IVR editor improvements)
There should be a visible indication if you open IVR Studio and someone else has it open already. The current UI shows Cancel and Save buttons disabled which does not necessarily indicate that another user has it open. The page should display a message indicating it's being edited and by whom. All configuration changes should also be included in the Audit log records.
2 votes -
More clear to quicklinks and help pages
It is unclear how to get back to the Quick Links & Help page seen when first logging in. Users have to click on the logo on the top of the window to get there. Links on that page should also be available on the left navigation bar. The current experience forces the user to remember where to go to access something not found in the left navigation menu. There needs to be a single source of resources for users to access and needs to be consolidated.
2 votes -
Improve Zoom/Scrolling Behavior
When using a touchpad that supports 2-finger scrolling, the workspace zooms and the position of the items moves to left and up so you have to use the mouse to move things around instead of scrolling. It's very difficult to navigate and the zoom is too granular to be useful.
2 votes -
In Pop-up window, unable to view all options
The edit pop-up windows for nodes gets cut off and forces the user to maximum browser window to see all the options and Save button. The window can't be moved so there is no other way to see all options which adds steps to a user's workflow. This is inconsistent from Script Studio, which only shows a maximized pop-up.
2 votes -
Improve Text to Speech w/o requiring recording audio prompts and calling APIs via JavaScript
Goal is to extend the use of Text to Speech for Get input and Play audio widgets. Current use is limited to Say var. This would give an option that doesn't require recording audio prompts and would improve speed to deploy script changes on deployment and in production.
2 votes -
Customer Card navigation improvements
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 -
Voice Channel Improvements
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 -
Create similar UI for email templates in Digital and Voice sections
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 -
Improve Knowledgebase Usability
The article editor is limited in features and can't be resized. That makes it difficult to create/edit more complex articles.
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 -
Add info about customer message nature in API and log
The ask is to add 'GET content API' in order to be able to differentiate in message sent by the customer if the answer happens from a click on a structured message or from writing the answer on the keyboard.
2 votes
- Don't see your idea?