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Contact Center & RingCX

Contact Center & RingCX

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246 results found

  1. 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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  2. 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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  3. 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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  4. 2 votes

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

    2 votes

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  6. We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. It would be much easier if there was a way to set the skill to not allow transfers.

    3 votes

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  7. Some customers are using the web application of Oracle Service Cloud for the contact center. RCCC does not offer an embedded agent for OSC web application.

    1 vote

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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. When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to open additional Salesforce browser tabs to complete different functions within SalesForce (ex: A customer record, a Gantt chart, an inventory record, Geo Portal, and potentially others)This was not an issue with the “Classic” Dialer However, with the “Lightning” dialer, the first instance of the dialer opens normally – And when a user opens a second (and additional) Salesforce browser…

    5 votes

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  10. The goal is to have an interaction found within Interaction Analytics to be quality scored either from the interaction in IAP or sent to an evaluation / quality plan in QM / QMA. Currently this would be a manual process where a user finds an interaction in IAP, then has to find via Search & manually evaluate.

    2 votes

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  11. Having omni channel options would be very helpful for O@H customers.

    7 votes

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  12. The request is for RingEX IVR/call queue standalone to have the native ability to configure deflection into RingCX whatsapp/FB messenger/via SMS. For Example, in the IVR configuration, press 2 to receive an SMS with the whatsapp/FB Messenger link to start a digital conversation with agents.

    5 votes

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  13. For reporting, inactive forms shouldn’t be on the drop-down list. This is too many to sort through. Please only reflect Active forms.

    4 votes

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  14. The request is to bring this functionality into the User Interface. There are ways of doing this with our IVR studio but they are not 'standard'. Users would have to use javascript, agent scripting, and IVR studio scripting to get this accomplished.

    6 votes

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  15. When typing feedback comments in the Evaluation Form, there is a character limitation of 256 characters. It’s important to leave detailed feedback and limiting the characters diminishes the quality of the feedback.

    3 votes

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  16. 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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  17. It's helpful for the customers instead of typing their inquiries. Also, the chatbot can handle it so it's an advantage

    3 votes

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  18. RingCX requires many ingress firewall ports to be opened.

    4 votes

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  19. 2 votes

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  20. The request is for an agent’s WFM schedule (namely if they are on leave) can be referenced when an interaction is being routed, with the scenario being if an agent is on leave for X number of days, route to an alternative user / group to ensure something is answered. Current Workforce Management APIs do not have the means to bring this info into the contact flow. This would be a really intelligent way to route interactions based on an agent's schedule (to look ahead to PTO for the agent vs current methods, which is a single point in time…

    2 votes

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