1198 results found
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WFM - ability to schedule holidays in hours and not days.
WFM - ability to schedule holidays in hours and not days. We have Agents who work a variety of hours and shifts and the holiday scheduler is of no use if we cannot schedule holidays in hours.
We decided to use another holiday tool for Agents to request holidays and they have to be manually marked in the schedule as holiday activity because the inability to request holidays in hours meant WFM was not usable for this activity.
2 votes -
Ability to transfer RingEX calls directly to RingCX Users
To have the Ability to transfer RingEX calls in RC app directly to RingCX Users
4 votes -
Pass limits per 24 hours
Ability to add Pass Limit per 24 hours to campaigns. This would allow granular control over the number of passes made to leads in specific states that might have special restrictions on dialing (ex Florida only allows 3 passes in a 24 hour period)
Impact to Customer: High - this feature would remove a ton of labor around Dial Plan config and List Setup to include the Dial Plan Key
Importance: High - customer wants to ensure they are able to follow all state specific regulations when dialing
Customers would like this feature as soon as possible, as it makes…
2 votes -
bypass hours on internal calls
- would like internal calls to bypass user hours
- Clients also call users directly and follow user hours
- On after hours they do internal calls and being routed to voicemail
Proposed solution
- If you go to my extension, after hours there should be an option to either send to voicemail or internal calls send to phone2 votes -
Pre-assigned Secure Code
User wants to have a pre-assigned secure code for each of their users when they contact the RC support so they don't have to continuously need to receive a secure code via email.
1 vote -
Feature Enhancement Request: User State + Queue Visibility and Call Pickup Dashboard
Background:
The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.Request Summary:
Develop a real-time dashboard within RingCX Analytics that displays:User State Monitoring:
Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
Displays which…3 votes -
Salesforce Integration: SLA Hit/Miss and SLA Answer Rate
It would be awesome to port the SLA Hit/Miss and SLA Answer Rate fields to Salesforce as this is our most important data point.
3 votes -
Salesforce Integration: Call Result Field Porting
It would be awesome to port the Call Result field to Salesforce so we can AUTOMATICALLY categorize the types of calls we are handling instead of just the amount alone. The ported disposition field is not sufficient as we do not use it.
2 votes -
RingCX Queue/Global Phonebook used for Manual Outbound Calls
Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.
Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.
10 votes -
Answer mangement
Customer would like ability for agents to remain offhook but still be presented pop up for "answer/decline" call on inbound calls. There appears to be no current way to configure this scenario.
1 vote -
Agent Script/Custom Field Recording Delivery
Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.
Currently, only the field name feeds over to the S3/AWS bucket in the file name.
30 votes -
TTA acceptance time
Customer would like TTA on inbound calls connecting to agents to follow "max accept" time set on queue and not length of "agent whisper" audio file.
1 vote -
RingCX Dialer Completed Lead list Notification
Add a feature to enable RingCX Dialer notifications when a lead list has been completed.
Currently, Admins and Supervisors manually check the lead list to determine if there are any incomplete leads remaining. This new feature would automate the process, improving efficiency and reducing the need for manual oversight.
5 votes -
Web callback widget management from RingCX
Provide a widget management from RingCX Admin to enable Web callback from customer website.
Similar to chat invites but for callback we need to be able to manage the look and feel (color, design) of the widget and more capabilities like:
- real time or scheduled callback,
- agent availability for real time,
- calendar for scheduled,
- associated campaign,
- form to get contact details and additional context - if needed, optional custom fields populated by Javascript or CSS selector for a deeper integration
- ...2 votes -
Adjustment - Cancel call transfer Label
Replace the following button in screenshot into a "Cancel transfer" option (to be translated for other supported languages too):
when making a transfer:
put the caller on hold > transfer > dial the 3rd party phone/REX/RCX users ,then when the RCX agent is connected with that 3rd party to whom we transfer the call , we should be able to cancel the transfer:
in the screenshot, the 3rd option: Transfer: Extension xxxx --> to be replaced by :
"Cancel Transfer : EXtension xxxx" .16 votes -
Agent sign in time on real time dashboard
Key Components:
Time Display:
Clearly show the sign-in time for each agent in the local business timezone.
Use a consistent format (e.g., HH AM/PM) for easy readability.Visual Indicators:
Utilize color coding to indicate timely sign-ins (green), late sign-ins (yellow), and no-shows (red).
Provide tooltips or hover-over info for additional context.4 votes -
Allow the ability to view calls waiting in call queue outside of Contact Center
Create the ability to see what calls are waiting in the call queue for accounts other than Contact Center accounts that does not include in the Queue Pick Up detail.
Currently, the real-time dashboard is only available for Contact Center Accounts. However, other accounts that utilize call queues should also be able to see what calls are waiting in the queue.
1 vote -
Add wrap up time for RingCX auto-dialer calls (Campaign)
Customer is requesting to add wrap up time for RingCX auto-dialer calls (Campaign).
Currently, there is no setting within the campaign to set the wrap up time and this causes agents that are on blended skills to receive an inbound call after they finished their dialer calls.
3 votes -
inactivate worklfow
Currently, Workflows can be sorted by ACTIVE or INACTIVE, yet customers cannot deactivate the workflow/IVR itself.
Customer is seeking the ability to deactivate workflows/IVRs themselves.
1 vote -
Inbox export and bulk upload of keywords in Intent
We want to increase the bot containment rate and to do that we need to add keywords (customers are using) to the correct intents, so the bot can understand the customer message and send relevant answers.
Challenge: The Current process is to look each and every message in NLU inbox and tie it to the correct intent. This process is so manual and inefficient because there are hundreds of messages.
Feature Request: We want the feature to export the messages with intent from NLU inbox in an excel file and also do the bulk upload of the Keywords (messages) to…
1 vote
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