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Contact Center & RingCX

Contact Center & RingCX

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  1. Currently within RingCX, if a customer has a need for customized caller experience per agent, various routing requirements for agents, or something similar, they have to create an individual queue for every agent. This becomes cumbersome for a manager and reporting is not set up for this when wanting a wholistic view. Many customers see this as a requirement. Having a simple checkbox, drop down menu, or something similar associated at the agent level that allowed for simple management and reporting of direct agent routing would solve many issues for customers, new and old.

    4 votes

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  2. 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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  3. The RingCX approach to outbound dialing is unique to the industry. There is a lot of value in this style of dialing (dial groups with campaigns, with only one dial group dialing at a time for an agent), but there are multiple markets with the style of dialing (example being insurance) that would allow agents to be a part of multiple campaigns across dial groups, support skills based routing (like on ACD), and take into account agent rank would also be helpful.

    5 votes

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  4. Extend "Pulse" to all Contact Center solutions.

    3 votes

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  5. 5 votes

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  6. Within the "track numbers" section of the RingCX platform, we have the ability to ring multiple destinations in parallel or sequential. This is a great tool, since there isn't a 'technology cap,' limiting the amount of destinations can be run simultaneously. However, from a management perspective, there is little ability to search/filter on the assigned number destinations. For customers who wish to use both RingCX as well as RingEX features, having the ability to use the track number feature for high volume 'ring groups' would be advantageous. One example would be when a customer hits the ring-group limitation of RingEX.

    4 votes

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  7. Add the ability to set leads that are transitioned to another campaign as a Copy complete so they are not dialed again from the original campaign. Currently, the transition disposition needs to be set to Requeue = Yes in order for the lead to be eligible for dialing in the new campaign, which makes the original lead Requeue as well. With Requeue = No on transition, the copy lead will not be made ready to dial immediately in the new campaign.

    2 votes

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  8. If an agent submits a ‘Request Further Review’, this means they are ‘Challenging’ the score and want it re-reviewed. Currently, the dispute routes back to the Evaluator. This shouldn’t go back to the Evaluator but to a third-party person, like the QM Manager or Supervisor.

    3 votes

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  9. 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

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  10. This could be used instead of using MAX in its own browser window

    5 votes

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  11. Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.

    3 votes

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  12. Please add the Interaction Date to the Calibration Screen; see screenshot

    2 votes

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  13. When entering a master ID in the contact history report, users have to click Run Report instead of being able to just hit return.

    2 votes

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  14. 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

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  15. The ability to quickly spin up templated accounts and have self-service import/export would be very helpful.

    2 votes

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  16. We are needing to have the caller ID display the name of the transferred call when an agent moves a call from Engage Voice to the Office. As we are the underlying carrier and owner of both entities this should be standard. Currently when a call is transferred from EV to RC office it is blank and thus no analytics can be collected on the call path despite it staying and terminating on our network.This has been request as a standard practice to prevent lose and churn of customers as me move to the EV platform. This will allow the…

    3 votes

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  17. There are customers with Personal Connection Priority Blending capability who would like to add additional functions to their agents. For example, they may want to introduce web chat but would need OSH with omnichannel agents.

    4 votes

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  18. The request is for VDI Support for RingCX

    3 votes

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  19. Some customers use RCCC in various parts of their business who should not have a view of each other. However, they cannot see Abandoned calls in Reporting as these aren't assigned a team / campaign. They can only do so when All & Future is enabled from the role & permission.

    1 vote

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  20. Many customers have their own APIs for data warehousing. There is an API for QM data but it is missing Question Detail data that they also need.

    2 votes

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