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  1. 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

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    2 comments  ·  RingCX  ·  Admin →
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  2. 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

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  3. This is as opposed to being a free text field.

    2 votes

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  4. 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

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    0 comments  ·  Other  ·  Admin →
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  5. 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

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  6. 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

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  7. 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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  8. There needs to be a way to disposition messages that are routed to an Inbox. If a message ends up in the New Messages folder and is picked up by an agent (either by assignment or if the agent selects to 'Engage the message'), there is no way to add a disposition to the message.

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Multiple phone numbers field for RingCX lead list, qouting the customer's request:"To go into each list and try to combine all of the phone numbers into one field for each lead would not be practicable to do. There would have to be another way to do this."

    6 votes

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  10. Customer needs to be able to have the option to configure that during the holiday, they are not sent pulse alerts. Currently, it gives the option to choose HOO Business Hours but it does not consider the holiday set up on the HOO.

    6 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  11. This will enable Supervisors to see the Wrap status in their dashboard during the set wrap up time after each call.

    10 votes

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  12. Within the phone system on the admin portal-we have call queues. We have multiple numbers within one call queue that get patched through to our various agents that are on call. When I go into performance reports as well as having the option to breaking down the incoming calls for that month or week by agent or call queue I would like to have the option to breakdown the incoming calls that we had by direct line that our patients called into.This way I can have a further understanding of which lines have a lot of traction and which lines…

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  13. ... to training they could do so from their own computer without logging into the agents.. Is there currently or could you provide and API endpoint that allows us to change the agentState on the softphone. Such as if a manager wanted to adjust a reps state from available to training they could do so from their own computer without logging into the agents.

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  14. Currently RingSense for RingCX associates call recording to agents involved in the interaction.
    To enhance the voice of the customer it is desirable to capture voice mails left by end users that agents pick up and listen to before returning the call.
    A new Queue Group User account in RS4RCX would pull and store call recordings that were voice mails left in the Queue (s).
    RingCX and RS4RCX ideally capture voice mails left in RCX for review and tracking. If possible, RS4RCX could show the return call to the Caller ID/ANI that left the voice mail within 24 hours. It…

    4 votes

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  15. Integrate Pulse for both RingCX & RS4RCX. Note the integration for RS4RCX would trigger off of words amongst other parameters available

    9 votes

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  16. 2 votes

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    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  17. The goal is to have access to Customer Information as an icon, which should then be searchable. Then an agent would be able to contact by phone, sms, email or any private social channels.

    3 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Other than from Inbox mode, the ability to send manual outbound sms messages. Additionally, the ability to escalate a phone call with a manual SMS/email and to create outbound campaign for SMS / email / chat or messaging notifications.

    4 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  19. After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.

    43 votes

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  20. Request is to have both the Name and Number appear. Currently, the name only shows if the number is in a Campaign.

    19 votes

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    Under Review  ·  5 comments  ·  RingCX  ·  Admin →
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