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1316 results found

  1. RingCX Native Connector Support for We-Chat

    5 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. 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
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. 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 customers

    International 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
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  4. 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
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  5. 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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  6. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  7. RingCX Naming Convention

    Standardize the naming convention across the platform

    1 vote
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  8. 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
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  9. 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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  10. Add CCaaS to VGE

    The request is to have CCaas included in VGE.

    1 vote
    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  11. 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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  12. 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.

    4 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. RingCX Scheduled Reports cohesive naming convention

    2 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  14. QM - Calibration Screen – Needs Interaction Dates

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

    2 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  15. 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
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  16. 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
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  17. 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
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  18. 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
    Planned  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?

  19. 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
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  20. Support agent availability for Live Agent handover

    The request is to Support agent availability for Live Agent handover based on category in EDF (Native google dialog flow adaptor).
    For example, to support channels like Live-chat, which is real-time. No single API that would look at the category and find the agents for the category, then return info on whether an agent is available or not. Note that the request is to avoid using any APIs and leverage current native connector.

    3 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
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