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Contact Center & RingCX

Contact Center & RingCX

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  1. Myself as https://callnova.com owner. i loved to use old version. because old phone was small and i can hover it anywhere on my screen it was not covering my whole background.while latest version coved my whole background window.

    1 vote

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  2. HAVING A FLOATING DIAL PAD FOR CX SOFT PHONE WOULD BE VERY HELPFUL OR OUTBOUND CALL CENTERS

    1 vote

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  3. The request is the following one:

    today we have an issue with the way to manage rights for sharing Dashboards.
    Some persons who are allowed to create new dashboards share them with the value "Public".
    The impact result is a security hole because:
    - Everyone can see GDPR information (agent names)
    - No possibility to stop sharing it if you're not the owner
    - No possibility to erase the dashboard if you're not the owner

    The request is the following one:

    Add a new right in Admin / Security Settings / Roles and Permissions
    - New checkboxes to share for…

    9 votes

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  4. add a link in the service status- core services- reporting Incident status updates . where is says please reach out to customer care. (a link here would be helpful).

    1 vote

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  5. Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.

    This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.

    5 votes

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  6. In my Schedule the Agenda sidebar, could we get it to show somewhere an Agent's assigned activity in the SHIFT TYPE. Currently If we set Activity as shift type, then it’s not showing EMAIL in the agenda.

    However, if we set as activity (EMAIL) within shift, it’s visible like below showing Email in the agent sidebar

    1 vote

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  7. As part of the Contact Center’s audio file upload process, It is requested that a feature be implemented to automatically convert any input audio file into the required 64 kbps bit rate format. This would greatly enhance user convenience, particularly in time-sensitive situations such as emergencies where quick file conversion is needed.

    1 vote

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  8. As an insurance company, we are required to retain the entire content of our emails to/from our customers. This means having a Print option where we can print the entire email chain and attachments to an image printer or PDF. This is a critical feature that is holding up moving exclusively to RC Email Routing.

    1 vote

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  9. Currently, agents are logged in as "Unavailable" by default and mujst manually change their status to "Available" after login. Users would like to introduce a configurable setting in the Admin or User Settings, allowing administrators to choice their default log in status. Users would like the options this option to be available globally for all agents or personalized per agent.

    Use Cases:
    Call Centers: Agents loggin in during peak hours can start handling calls instantly without manual actions.
    Hybrid Teams: Certain roles may need to start as "Available" to meet SLAs, while others might requrie time for preparation.

    Potential Impact: …

    2 votes

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  10. Need ability to move agents in between queues from phone app

    5 votes

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  11. Agents that use park groups within EX side call should be released when the park is made or give an option to release the call to the park so that the agent can toggle to available to take next call.

    4 votes

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  12. When an agent is logged in and moved to another queue they should not have to log out and back in for supervisor to see the agent in the other queue.

    1 vote

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  13. Would like to restrict BU access for reporting inside contact center. Right now, the current state is: you either have full access to the data in reports or you don't. Customers would like to be able to alter these permissions somehow by role or by Business Unit itself. Need a way for admins to have more flexibility with reporting access all around. Please look into this further for development.

    1 vote

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  14. Customer would like for agents to be able to alter in and out of their Bi-Directional Sync state. This is currently hard-coded as an agent state, but there's no flexibility into the ability of altering this state. Customer would like the ability to be able to manually change this state on the fly at the user level, or perhaps have the ability to edit for certain users.

    1 vote

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  15. Have the agent scripting used in the ringCX voice also be applicable or usable for digital interactions such as email chat sms etc.

    2 votes

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  16. We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.

    3 votes

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  17. I would recommend a setting that would allow collaborative and self-evaluations by the employee without providing access to interactions by other employees. This limitation prevents some customers from using these great features.

    1 vote

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    • A max agent user will call a RingEx extension directly
    • The max agent user name should show up as caller id in the Ringex end
    1 vote

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  18. Enable a feature that would allow a new designated individual to pull an appeal that is pending in someone else's tasks to be completed. This will help if an individual responsible for appeals has left the organization, is out on PTO or on an extended leave and an appeal in their inbox needs addressed.

    1 vote

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  19. Enable a feature that would allow QM to pause a planner for individuals on PTO or leave.

    1 vote

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