1197 results found
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RingCX - Messaging Targeting Rules to Detect Digital Queue Business Hours
At the moment, we need to set a fixed time in the Messaging Targeting Rules. We would like to have the ability to set a rule that detects the business hours including the business hours override.
1 vote -
RingCX - Email Parking
We would like to have the ability to park emails. This feature do not exist at the moment.
1 vote -
RingCX - Matching disposition in Voice and Digital Queues
We want to be able to create a disposition that can be used in both Voice and Digital Queues.
1 vote -
Automatic Call Termination During Network Issues
To ensure a seamless user experience, it is essential for the system to automatically terminate calls when a network issue is detected.
Currently, when one party encounters a network issue, the call remains active but turns into dead air, leaving the other party unsure if the connection is still live. This can lead to confusion and disrupt communication.
To address this, the system should be designed to immediately terminate the call for both parties as soon as a network issue is identified. This enhancement will improve clarity and avoid unnecessary speculation about the call's status.
2 votes -
Create Multiple Call Log Detail Settings
In the admin center under reports and call log, there is an option for delivery options so you can have a report emailed to you. The problem is, you can only create one. There is no option to save a report and create more. What if I want to create a daily report, a weekly report and a Monthly report but they are all for different calls? There should be the ability to add multiple of these so I can setup multiple scheduled reports.
2 votes -
RingCX Realtime dashboard "Presented" call counts doesn't adds up with "Answered" + "Abandoned"
RingCX real-time dashboard displays call counts for a specific queue. However, it doesn't accurately reflect calls that end in a callback. These callbacks are counted in the "Presented" count but not in the "Answered" or "Abandoned" counts.
EVSE has suggested creating a feature request to include other call statuses in the real-time dashboard, specifically for callbacks, but also potentially for other statuses.
1 vote -
RCX Priority Q Event, Transfer Call to REX BTN+EXT
Priority Queue Events Transfer Call currently doesn't complete the call tranfer to a BTN+EXT when entered as a "DID" transfer destination, while in workflows it is possible to route calls to a Node with node type = PSTN and handle this successfully.
This Priority Queue Event would require the call to be transferred to a workflow to accomplish, but would like to determine if this can be entered in the Priority Queue Events' Transfer Call field.
It appears the Kibana log of my test PQE Transfer Call shows the full BTN*EXT dialstring is being sent, but the call never gets…
1 vote -
RingCX Digital Channel's sender name
In RingCX Digital Channels's sender name, customers are using the variable {{first name}}{[last name}}.
This feature is working as expected. However, if they transfer an email from one channel to another, it is still recognizing the first and last name of the agent from the channel the email was initially assigned. The first and last name should recognize the name of the NEW agent assigned from the other channel.Please see example below.
The first screenshot shows the correct sender Toni. You would notice that her signature is also on the email she sent.
1 vote -
Enhance reporting on system generated states
In order to hold agents accountable to adherence standards, we would like for the system to be able to report on system generated states. Currently, via agent states, there are a limited number of agent states that you can map (available, on-break, away, lunch30, lunch60, meeting, training, work project, and work ticket) in order for them to be reportable in analytics when there are many other agent states that they can be in (away, break-after-call, engaged, monitoring, off-line, RNA-state, suspect, and transition). Currently, if you use the "Voice Agent State Time" metric in a report, there are a lot of…
2 votes -
Unable to fast forward or rewind while listening to call recordings
Ability to fast forward or rewind while listening to call recordings in RingCX
4 votes -
Add pickup groups or ability for a fall back group in RingCX
Allow something similar to the pickup groups from EX. We want the ability for supervisors to pickup when all agents are busy with other calls and be able to see calls in queue to pick them up. Our use case is to set a call queue event based on a time during the day where calls can overflow if all agents are busy so supervisors can step in.
1 vote -
Queue Answered seconds rate in RingCx Historical report
Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one
9 votes -
RingCX Analytics Custom Historical Report Metrics in Column Limitation
Currently, The RingCX Analytics Custom Historical Report Metrics in Column is limited to only 40. Requesting this to be more that 40.
1 vote -
RCX Analytics Queue Service Level Rate includes Abandon (Long) and Inbound Deflected calls
Currently, the Queue Service Level Rate computation is (SLA Passed,0)/SLA Qualified. Requesting to have a Queue Service Level Rate Metric that will include Abandon (Long) and Inbound Deflected calls.
1 vote -
Call Parking in RingCX
Currently in RingCX, we dont have the ability to do call parking, unlike in RingEX does.
This is beneficial for ringcx to have to have this feature to ensure efficiency within businesses.
1 vote -
RingCX Notification Status Alert
Customer would like to request a notification for agents to track their accumulated break time and lunch time, both when on and off break
1 vote -
RingCx for Hubspot - ability to customize data mapping for the call log fields
Have the ability to customize the data mapping within Hubspot call log fields.
1 vote -
Easier Contact Centre Management Solution
Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.
1 vote -
RingCX Emails should be coming in the queue in time order or in date
RingCX Emails should be coming in the queue in time order or in date
1 vote -
RingCX integration with Hubspot - include agent name in the call log
With RingCX being integrated with CRM Hubspot. It would be better to include the agent's name in the call log so that there will be an audit trail who answered/picked up the call pertaining for that call log.
1 vote
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