1157 results found
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Track number destination search
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 -
3rd Party Connector for Non-Native Messaging Channels and High Volume SMS (International)
Specific improvements in terms of 3rd party messaging channels:
WeChat support
LINE support
Telegram Support
High Volume SMS API for international customersInternational customers have requested a few 3rd party channels (listed above) not natively supported on RingCX. The request is to use a 3rd party service for a connector.
4 votes -
Option to make Transitioned Leads COMPLETE once dispositioned without Requeue = Yes
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 -
QM - Request Further Review - Shouldn't Go Back to the Evaluator
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 -
QM - Bonus Point Capability
There is currently no option to set up bonus point questions on the evaluation form. Please update the tool so we can give agents the chance to earn bonus points.
3 votes -
Hourly Outbound Overview Report
Add the ability to pull an Outbound Overview Report from Engage Voice with a breakdown by hour. Currently, this report can be pulled with a start/end time equaling 1 hour, however there is not a report showing an overview broken down by the hour.
2 votes -
RingCX Naming Convention
Standardize the naming convention across the platform
1 vote -
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 -
Ask an expert v2
The goal is to link Contact Center teams with rest of organizations to "ask an expert", outside of the agent-customer discussion. V1 had 1-way communication (RingCX->RingEX message and the response from expert not visible in RingEX). This would be helpful for customers who are interested in both RingCX and RingEX.
4 votes -
Build an Agent Console for RCCC that is embedded into RCV
This could be used instead of using MAX in its own browser window
5 votes -
Add CCaaS to VGE
The request is to have CCaas included in VGE.
1 vote -
Addition to Dynamic Address Book
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 -
2 votes
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QM - Calibration Screen – Needs Interaction Dates
Please add the Interaction Date to the Calibration Screen; see screenshot
2 votes -
Reducing Effort in Contact History Report
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 -
IVR Detail Report Changes
When the call is transferred outside of the IVR (doesn’t matter if it’s PSTN, queue, etc.), the IVR detail report shows two rows for the call.
1 vote -
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 -
Better digital support for bank branches
The ask is for Engage Digital to better support digital interactions, which are becoming critical to many banks' business.
3 votes -
RingCX account creation automation + Import/Export Functionality
The ability to quickly spin up templated accounts and have self-service import/export would be very helpful.
2 votes -
Manual Exports and Automated exports to support shorter intervals by default
This request is for Manual Exports and Automated exports (under Admin>Data Management) to support 1 hour or 30 minute interval for exports by default. Currently, manual and automated exports support only daily/weekly/monthly exports. Some customers would prefer support these shorter intervals in an automated fashion without leveraging any APIs.
3 votes
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