968 results found
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Multi-lingual support
The ability to support other languages beyond English not just within features, but at the interface level.
7 votes -
Allow More Dialing Options for Outbound
The RingCX approach to outbound dialing is unique to the industry. There is a lot of value in this style of dialing (dial groups with campaigns, with only one dial group dialing at a time for an agent), but there are multiple markets with the style of dialing (example being insurance) that would allow agents to be a part of multiple campaigns across dial groups, support skills based routing (like on ACD), and take into account agent rank would also be helpful.
5 votes -
Post Call Surveys within the Interface
The request is to bring this functionality into the User Interface. There are ways of doing this with our IVR studio but they are not 'standard'. Users would have to use javascript, agent scripting, and IVR studio scripting to get this accomplished.
8 votes -
Default Manual Dialing to not be recorded
The default setting for a manual dial is not to record the agent call in RingCX. Within RingCX, Manual dialing is expected to be a circumvention of the system. This may go against some clients expectations of how a manual call should be managed. While there is a work around to tie the manual call to an inbound queue, some would find value in allowing a simple option to enabled recording and recording management by the agent for manual dials.
5 votes -
Better digital support for bank branches
The ask is for Engage Digital to better support digital interactions, which are becoming critical to many banks' business.
3 votes -
Ask an expert v2
The goal is to link Contact Center teams with rest of organizations to "ask an expert", outside of the agent-customer discussion. V1 had 1-way communication (RingCX->RingEX message and the response from expert not visible in RingEX). This would be helpful for customers who are interested in both RingCX and RingEX.
4 votes -
5 votes
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Allow supervisor to move agent into available status.
Request is the ability for a supervisor to move an agent into available status.
12 votes -
Upgrade LumenVox ASR
The current Automated Speech tool works well for 'dictionary' based speech recognition, but is not as successful with multi-word or phrases (good at, press or say 1, say billing, etc). The ask is to improve the automated speech tool to utilize more advanced feature sets that will better satisfy IVR requirements.
2 votes -
RingCX account creation automation + Import/Export Functionality
The ability to quickly spin up templated accounts and have self-service import/export would be very helpful.
2 votes -
Support agent availability for Live Agent handover
The request is to Support agent availability for Live Agent handover based on category in EDF (Native google dialog flow adaptor).
For example, to support channels like Live-chat, which is real-time. No single API that would look at the category and find the agents for the category, then return info on whether an agent is available or not. Note that the request is to avoid using any APIs and leverage current native connector.3 votes -
Manual Exports and Automated exports to support shorter intervals by default
This request is for Manual Exports and Automated exports (under Admin>Data Management) to support 1 hour or 30 minute interval for exports by default. Currently, manual and automated exports support only daily/weekly/monthly exports. Some customers would prefer support these shorter intervals in an automated fashion without leveraging any APIs.
3 votes -
Include QM Question Detail into QM Reports APIs
Many customers have their own APIs for data warehousing. There is an API for QM data but it is missing Question Detail data that they also need.
2 votes -
Do not end an email after forwarding it.
We are starting to see that with our agents, for internal support and training, it would be very beneficial if we had the option to not end an email after forwarding it in the Max agent. Our agents are forwarding the emails to their supervisors for support, to ask a question about something in the email, and it ends the email (We're not liking this). We can also see this being beneficial with internal training.
1 vote -
CNAME identifier when transfer call from EV to RC Office
We are needing to have the caller ID display the name of the transferred call when an agent moves a call from Engage Voice to the Office. As we are the underlying carrier and owner of both entities this should be standard. Currently when a call is transferred from EV to RC office it is blank and thus no analytics can be collected on the call path despite it staying and terminating on our network.This has been request as a standard practice to prevent lose and churn of customers as me move to the EV platform. This will allow the…
3 votes -
Position in Queue Announcement
In addition to the "expected wait time," there should also be a feature option to "play position in queue." This should allow for some customization/configuration, whether that be voice styles, language, etc.
20 votes -
Conditional Queue Events - Engage Voice
The 'modular' nature of Engage Voice is helpful. However, with this design, some feature-sets of one routing component are not found in others. Having a if/and feature enhancement to inbound queue events would bridge this gap. Example: Play audio file 'A' for normal conditions. If wait time is 'x' then play audio file 'B'. This idea could be expanded to any queue event type.
2 votes -
RCV integration with RingCentral Contact Center
Request is for the ability to escalate phone interactions into video calls/meetings to drive customer engagement further. Customers would like analytics around how video escalations and video queues are used in their environment. Video queue example: Bank branches can have a screen to engaged with, that will enter that contact into a queue and have a 2-way video conversation with an agent.
7 votes -
RCV and RingCX Integration - Escalation/Queuing of video calls
It would be helpful if we had the option to escalate phone interactions into video calls/meetings. Analytics around how video escalations and video queues are used in their environment would also be beneficial. Video queue example: Bank branches can have a screen to engage with, that will enter that contact into a queue and have a 2-way video conversation with an agent.
8 votes -
Please reenable the Meetings tab in inactive users in ContactCenter.
On August 28, 2020 this feature worked. On September 20th, 2020 I noticed it gone. Why was it taken away? I opened ticket 11493484 to have this repaired but now we're being told it is a feature request. This is so weird. This feature, that was there, allowed us to create users, get their meeting-ID and configure the meeting-id inside InContact call-center so the new agent (when they started) would be able to click a button to send a meeting request to the client on the phone. Now that work-flow is broken. Please bring this back...
1 vote
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