1486 results found
-
Allow for Larger Agent Debug Files to be Requested
Allow for larger agent debug files to be requested. Currently, if the file is too large when requested, the requester doesn't know the debug file email won't come because of this.
If we're not going to implement a permanent fix, then we should at least provide a notification upon request that the file is too large, and to ask that the agent pull it from the agent app instead.
3 votes -
Webinar feature requests
I am trying to request a feature
the ability to see who my agents are talking to in real time
both their number and hubspot contact2 votes -
Auto-populate the Disposition name to the Subject in Email templates for call disposition
Add a tag or variable in RingCX "Email Templates" that dynamically inserts the Disposition name in Email subjects for call disposition.
This would enable the system to automatically include the Disposition name in the Email subject of a call in a follow-up email sent to the caller after the call has been dispositioned. This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.
2 votes -
First Call Resolution report
Have a First Call Resolution Historical report. a call is considered successfully resolved on the first attempt when the same phone number does not initiate another call to the same queue within the following 24 hours. This definition is applied per queue, over a 24-hour rolling window.
1 vote -
Call Queue Overflow in Alphabetical Order
Requesting Call Queue (Overflow) - Route calls to members to add an option for "Alphabetically Order"
1 vote -
Add priorities (ranks) to digital queues by agent similar to call queues
Add priorities (ranks) to digital queues by agent similar to call queues
4 votes -
The ability to add in auto answer for digital interactions to help agents become more efficient in their roles and less chats being missed
The ability to turn on auto answer for digital interactions to make agents work more efficiently and conversations to be allocated quicker meaning SLA's are not impacted by acceptance times.
5 votes -
💡 Feature Request: Conditional Call Routing for Supervisors Within Shared Queue
Summary:
Enhance queue logic to allow conditional call routing to supervisors who are part of the same queue but should only receive calls flagged as escalations or transfers from agents, while remaining in Available status.Current Limitation:
In the current setup, any supervisor assigned to a queue and set to Available will receive regular inbound queue calls unless they manually switch to a different status (e.g., Working) to avoid being routed normal contacts. This manual workaround is not ideal, as supervisors must remain Available to handle warm transfers or escalation scenarios from frontline agents.Proposed Enhancement:
Introduce an optional "Escalation-Only…2 votes -
RingCX Voice Queue Call Distribution
The customer is requesting to have a call routing feature that will route the call based on the number of calls each agent has received, to ensure a more balanced distribution.
2 votes -
Set Recording delivery as MP3
Have an option to Set Recording delivery as .MP3 instead of just .WAV
1 vote -
Track Forwarded Call Queue Voicemails in Sent Items
Currently, when a voicemail from a call queue is forwarded via the online voicemail portal, there is no record or entry of this action in any "sent" folder or message history. The "Sent Items" folder is exclusively for faxes. We require the ability to track and view a log of all forwarded voicemails from call queues to ensure accountability and provide an audit trail. This feature is crucial for managing queue activity and ensuring voicemails are handled appropriately.
2 votes -
Add Ringtones when Requeuing in SPOG/RCX for RC App
In SPOG/RingCX for the RC App, add beep/ringtones when requeuing and hitting "ask first".
2 votes -
Bulk edit option for queue events
Ability to bulk edit queue events setting.
1 vote -
SMS for missed calls
Ability to send SMS for missed call in RingCX
1 vote -
Auto populate AI Summary in Email Templates when dispositioning a call
Add a tag or variable in RingCX "Email Templates" that dynamically inserts AI-generated call summaries. This would enable the system to automatically include the summary of a call in a follow-up email sent to the caller after the call has been dispositioned.
This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.
2 votes -
ai to mitigate email integration
Customer wants for after the call to select a disposition, and for that disposition to automatically create an email with the AI notes of the call to send to the client. They basically want the AI-generated call summaries automatically inserted into the email body for each disposition following a call interaction. This would enable agents to promptly send these summaries via email to their callers.
1 vote -
RingCX callback in queue
Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:
Key Issues Identified:
Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
Solutions and Recommendations:- Unify and Improve Voice Consistency:
Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is…
8 votes -
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
5 votes -
Would like the ability to perform QM evaluations on reskill to reskill calls
Would like the ability to perform QM evaluations on reskill to reskill calls - both agents that are on a call internally
1 vote
- Don't see your idea?