278 results found
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Dialing Timezone For Arizona Be Set To MST and MDT Accordingly In The Dialer Campaign On RingCX
Customer notices that RingCX preview dialer campaign appears to be making calls to AZ outside of the scheduled hours. Customer wants to set the dialing timezone for Arizona to be set to MST and MDT to particular locations in AZ in the dialer campaign on RingCX so that their dialer dials AZ phone numbers on their set hours. There are locations in AZ that follow MDT and other locations follow MST.
1 vote -
Allow users to speak their name into every callback
Please set up callbacks that prompt users to state their name during the recording, so agents can know who they’ll be speaking with before making the call
2 votes -
Cost Centers built in RCX
Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature
13 votes -
1 vote
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Contact List
Need the ability to upload a contact directory (Google Doc) similar to how you can today on Ring EX (Specifically for Energy Services).
1 vote -
Main Screen Functionality
Need the ability to see MISSED Calls on the main agent screen and be able to click and call them back.
1 vote -
Outbound CallerID
Would like the customer to see the dispatcher's outbound caller id, based in the manual setting.
Currently: when driver on hold, still shows driver ID and not the manual setup that dispatch selected as their OBID, so call looks like spam to customer and they don't pick up.1 vote -
SMS Historical Reporting
Would like the the ability to see History of all texts sent and received from a specific dispatcher.
Today: you can pull by channel but not on an individual basis.1 vote -
Real Time Inbound Navigation Updates
Looking for an easier way to click into details under Real Time Queues
- If 5 calls were abandoned, would like the ability to click on the abandoned calls and see which ones they were / get the details of those calls. Would like to have a tab when you click on the queue that shows each call detail (what happened to that call (connected, abandoned, etc.), who called in, what time, was it missed, etc)
- Currently when you click on the queue, only shows the active calls and which agents are logged into the queue.1 vote -
Call Recording Retrieval Options
Create a widget in historical Reports to easily pull call recordings for the past few days.
1 vote -
Simplify Holiday Scheduling
Would like to be able to shift their queue schedules in a week to the next day when there is a holiday. Have already looked into business hours override, but would like a more simplified approach.
1 vote -
Separate Elapsed Times
Driver calls Dispatch, Dispatch calls customer, Driver hangs up. Need two separate elapsed times: One for driver and one for customer... another phrasing: when dispatcher makes secondary call, WM needs the elapsed time for the call with the driver and the elapsed time for the second call to the customer.
1 vote -
Keypad Pop-Up
Driver calls Dispatch, Dispatcher goes to call customer. Need the keypad to pop up automatically to allow less clicks.
1 vote -
API Update to show Customer's Phone Number
Ability to show the Customer's Phone Number on the dispatcher's screen when the driver calls. Looking for an additional RCX field to pull from the API to show the customer's number.
1 vote -
Exporting Agent Access Information
WM would like adhoc downloadable report with the following columns of data:
First/Last Name
Voice Queue Name
Rank Within Queue
Digital Queue Name1 vote -
Change Text Queue List Visibility
Ability to turn off or on list of text queues for dispatchers.
1 vote -
Log Internal Calls | RingCX For SalesForce
Ability to log internal calls (calls made from RingCX for Salesforce to RingEX extensions)
The current CRM app only supports logging calls for external contacts, but not for the corporate directory (RingEX extension).2 votes -
SLA % calculations - create inbound presented or remove outbound from calculations
Currently IB queue SLA% is calculated using the "Presented" metric -- "Presented" is calculated using both IB calls presented to an agent AND OB session/Agent Leg connection calls. -- This inherently skews SLA% as the OB session/Agent Leg connection calls are not true/real calls "presented" to the agent. The SLA% should calculate only IB calls; e.g. if a customer has a 30 second SLA set and 100 calls come into a queue (90 are answered prior to 30 seconds) their SLA% (adherence) would be 90%.
3 votes -
RingCX Additional Call Events
In RingCX, create additional call events in which When a missed call occurs or When a callback is initiated or completed, the system will send automated emails to a specified recipient or distribution list based on these triggers.
2 votes -
Extend RingCX Call History View to 30 Days
RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more…
10 votes
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