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Contact Center & RingCX

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128 results found

  1. To have the option for Max Q under the Data tab in RingCX Custom Widget.

    2 votes

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  2. 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

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  3. 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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  4. 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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  5. 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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  6. 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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  7. 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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  8. This feature can be helpful for larger BPOs. The specific ask is for the ability to segment custom fields by "source" in order to support these types of organizations.
    A few additional points:
    - Only relevant fields for the current customer are shown on a conversation
    - Data is segmented across a BPO's customers

    2 votes

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  9. Add the ability for an avatar at the agent / user level. Today, avatars can only be set on the channel level. Brands may have requirements that each agent can have a personal avatar. Typically this is seen in smaller sized companies, though can come up in larger institutions as well. While agents may not use their actual picture, stock images may be used to enhance the experience and give customers the impression they're having a personal conversation with a human.

    2 votes

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  10. 2 votes

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

    2 votes

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  12. 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

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  13. 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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  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 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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  16. 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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  17. 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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  18. 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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  19. 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

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  20. 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

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