973 results found
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VDI Plugin for MAC
Add VDI plugin for MAC users
23 votes -
Ability To Add Notes When Transferring Call In MAX Agent
Agent has the ability to add notes when transferring call to another skill or agent via MAX Agent so that when the new agent who answers the transferred call can review the notes from the transferring agent.
3 votes -
Ability to use different Pre-Recorded voicemail messages within a RingCX campaign
At the moment, it's only possible to have 1 pre-recorded voicemail message within each campaign. If we're dialing the same recipient multiple times, it starts to sound spammy/illegitimate when it's the exact same voicemail message. It would be nice to be able to have multiple voicemail recording to chose from. This could be as simple as adding 3 or 4 recordings that are chosen at random, or as intuitive as pick recording 1 for the 1st time, pick recording 2 for the second time, etc.
2 votes -
Contact Center Agent Calls Ringing Cell Phone App
When an agent is logged into Contact Center via Max Agent and sets the Voice Connection to use Station ID calls coming into the agent do NOT ring the RC application installed on the agents cell phone. The desk phone and RC application running on the agent's PC/Mac already ring when Station ID is used. Currently, for non Contact Center calls (direct extension calls/UC calls) the RC app can be configured to simultaneously ring the desk phone, RC application on a PC/Mac, and RC application on a cell phone. This would allow for a uniformed user experience regardless of call…
48 votes -
Add ability to pull call waiting in queue
Our previous system allowed a user or supervisor with proper authority to manually pull a call that's waiting in the queue to handle or assign to an agent. This functionality can come in very useful during high call volume times or if a specific number is seen waiting that needs to be handled.Another time this could be useful is in cases where Contact Center has routing outages like what happened on January 10th 2024 where calls built up in the queue but were not being routed through the skill to an agent. A manual pull/assignment option located possibly in the…
17 votes -
RingCX Time Based Callback-in-Queue Offering
It is important to use time-based Callback-in-Queue so that when a queue is ending callbacks aren't left waiting until the next day. Time- based Callback offering could turn off callbacks being offered 10, 15 or 30 minutes prior to Queue closing. Phase 2 could be time and "chance of answering" using AI to determine if a callback is offered can it be answered while the Queue is active such as number of agents, active talk time versus time left in Queue before closing.
18 votes -
The customer requested a report in the Contact Center to identify if calls were cleared from a stuck queue.
The customer requested a report in the Contact Center to identify if calls were cleared from a stuck queue.
1 vote -
Able to filter on activity type on adherence report
Would like the ability to filter and remove Planned or unplanned activities type from the adherence report. Currently anyone whose schedule is updated with planned/unplanned time out they show as 100% adherence. That gets rolled into the team summary and there overall average goes up but in reality that agent was not to adhere to a schedule so should not count towards the overall true schedule adherence for the team. Would like to see true or actual activities in a roll up for adherence.
2 votes -
Ability to process deleted pending activities.
Need ability to approve or remove pending deleted activities as an admin. There is a deleted activity sitting in queue. There is no filter to only see active or remove deleted types.
1 vote -
In Realtime Digital Dashboard, have the ability to Monitor/Coach/Barge in
When using the realtime dashboard monitor, provide digital interaction supervisor controls allowing monitor, coach and barge
3 votes -
Realtime Dashboard>Today's Calls to become Today's Interactions
Suggestion is to change "Todays Call's" in Realtime Dashboard to "Today's Interactions" and show digital conversations along with the calls for an omni channel experience.
2 votes -
2 votes
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RingCX Call Details "Call Termination by Agent or Caller"
It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting
34 votes -
Set Cold Transfer as Default
Warm transfers are the default for agents because the "stay on the phone" box is checked. It would be awesome if agents (or admins) could change the default either on a global or per user basis. It seems like it would be easy to make the default setting configurable.We prefer cold transfers in most cases so would prefer that as the default.
8 votes -
RingCX "Monitor Only" Permission for new agent shadowing
New Role/Permission to allow "Monitor Only," removing Coach and Barge. This is needed for new hires to shadow seasoned agents. Listening to live calls without being able to impact the active agent.
2 votes -
Have "States" as a drop-down in Rule Configuration
This is as opposed to being a free text field.
2 votes -
Automatic Report for users list/extension
Ability to receive an automatic report or weekly report with the information of the users such as Name, Email, and Phone numbers and it will include on the report the changes happen.
5 votes -
Show Reply Assistant list using Groups
The main Reply Assistant page shows the list of quick replies in the order they were created. Each Replay has a Group that it belongs to so this should be the default view to match other lists in RingCX show. Examples:
Digital Queues & Skills
Voice Queues and Skills
Campaigns
Agents
Knowledge Base
The current listing view differs from other areas and should be made consistent.2 votes -
Provide a way to copy Messaging Visual Library item
There are default Messaging Visual Library items, but once used, they cannot be assigned to another channel and there is no way to copy/clone the settings. When you add a new item, the HTML code and CSS code fields are blank so making a variation of an existing item requires cumbersome copying and pasting.
3 votes -
Allow editing of Messaging Visual Library to change associated Channel
Visual messaging library for Chat Channels are tied to a specific channel once saved but cannot be changed even if there are no active triggers. For better usability, the system should allow re-assignment of the visual library item to another channel
3 votes
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