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1071 results found

  1. The ability to check queue status (available agents, number of calls waiting, average wait time, etc) from the IVR will help greatly in some of the routing scenarios customers have.

    2 votes

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  2. Setting up and graduating API applications for every account that needs API functionality can be cumbersome.

    2 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Currently there is no way to get return data out of a web service to be used in an agent script.

    2 votes

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  4. 3 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  5. 5 votes

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    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  6. When the call is transferred outside of the IVR (doesn’t matter if it’s PSTN, queue, etc.), the IVR detail report shows two rows for the call.

    1 vote

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  7. Many APIs require an initial authentication call in order to make the main API request, which requires two API calls for an event.

    2 votes

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  8. This would be especially helpful for situations where everyone is working remote. The most important Analytics access would be to real-time reports, since agents may not need to view or download scheduled and historical data.

    3 votes

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  9. Troubleshooting would be made easier with access to the debug results for web services and agent scripts

    2 votes

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  10. This process should be handled in the DATE TIME node, as opposed to using Javascript.

    4 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  11. 2 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  12. Suggestion is to have TTS directly in the GET INPUT and PLAY AUDIO nodes.

    2 votes

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  13. When a WWW node times out there is no reason code in the debug. It would be helpful to see the reason code so that it can be determined why it’s not working.

    2 votes

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  14. The system currently sees a * keypress as a terminator. But there are customers who are using the * and # keys in their IVR menus and this does not work for their needs.

    2 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  15. Our partners need to be able to edit all parts of the system for their accounts, but we don’t want to be giving them full super-user access. We need a way to give them super-user access at a single account level.

    2 votes

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  16. 2 votes

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  17. Provide the staffing numbers (Scheduled, Required, Variance) by interval in the Intraday Manager down to the WEM skill level. Right now it is useless to me since I have multiple WEM skills across multiple departments.

    4 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  18. We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. It would be much easier if there was a way to set the skill to not allow transfers.

    3 votes

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  19. Request is for the ability for Supervisors to have a method to reprioritize or transfer the email.

    2 votes

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    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  20. Idea is to create and add structured message templates (Quick replies etc.) directly using Engage Digital UI at least for first message/OOO rather than having to leverage APIs.

    7 votes

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