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Contact Center & RingCX

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100 results found

  1. Request is the ability for an RCX supervisor to manage the status of his agents: if agents are unavailable, supervisors would be able to change them into available, and vice-versa.

    52 votes

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  2. Problem:

    In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.

    Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and…

    20 votes

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  3. Need the ability to export IVR Studio so they can be shared and imported.

    33 votes

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  4. As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
    This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

    11 votes

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  5. Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing…

    23 votes

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  6. Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.

    32 votes

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  7. 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.

    17 votes

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  8. The ability for the supervisor to change the agent state. For instance, if an agent is available and on a call and the Supervisor wants to talk with them immediately after that call, make them unavailable so they don't get another call. Changing the unavailable reasons may also be helpful to have accurate reporting if an agent chose the wrong reason code. A similar ask is to be able to force an agent available (but supervisors would need to be sure the agent was there and ready for calls/interactions.)

    12 votes

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  9. 1 vote

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  10. Add the ability to label IVR Studio widgets so it's not the NodeID. Current limitation is if you change NodeID value: no spaced allowed and only 9 characters display. Including labels will make complex scripts easier to understand since there won't be the need to edit them to understand the use.

    3 votes

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  11. 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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  12. 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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  13. Within RCX portal, there is no way to delete a channel once created.

    1 vote

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  14. 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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  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. 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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  17. 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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  18. 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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  19. 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

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  20. 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

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