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Contact Center & RingCX

Contact Center & RingCX

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  1. 8 votes

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    Planned  ·  0 comments  ·  Contact Center  ·  Admin →
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  2. Currently, if an agent is handling a DFO interaction, the agent is not placed into a busy state, so calls, emails, and chats can be delivered to the agent. The request is to offer a setting where an admin enable legacy channel availability to unavailable if they are handling DFO content.

    8 votes

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  3. We have to count every pass and when we make a call it goes through a verification process (Gryphon) prior to the call being mad if it is aproved the dialer will then make the call. If the call has a sip error the system (Engage Voice Dialer) will not count it as a pass but on the Gryphon is looks as though we dialed the number and it counts as a pass.

    1 vote

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  4. File size limit is currently 2mb per any individual file. When requesting debug logs for a specific issue, most system logs are over 2mb by default. Please up the limit to possibly 3mb - 4mb, this should account for most any system log that may need to be uploaded

    17 votes

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  5. Currently Chat skills do not require an agent to provide a dispostion. Agents can force themselves back to available without providing a disposition. Would like chat to follow same restriction as Voice and email.

    1 vote

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  6. Gamification across RC products for contact centres and sales teams = Great for productivity + I read somewhere that gamification is worth about 14.4Billion across the globe!

    2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  7. For people who handle multiple functions within their companies, it would be nice to be able to create Contact Listings for specified customers/vendors to help with organization. For example: a segregated contact group for Customer contacts; a segregated contact group for Vendor contacts.

    6 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  8. I want to request to have a KPI on Analytics for Disconnect Initiator. For us to be inform if the disconnected call happened on our side or on the customer side.

    6 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  9. Please allow images to show inline as this is very helpful for chronological screenshots. Having the images only as attachment is useless in this scenario.

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  10. ...otten to complete a Deposition. If a deposition has not been completed within 4mins for example, a chime would sound or notification flash alerting user to wrap up their deposition.

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  11. Outbound based prospective customer would benefit from greater WFI capabilities: alerts to list exhaustion, automatically moving agents when lists are exhausted or based on agent load. WFI does not provide these capabilities at the moment, and all proactive management & alerting is focused on inbound activity.

    1 vote

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  12. Some customers have more outbound traffic via personal connection than inbound. The specific ask is for list notifications: When data in dialing list is getting low - notifications to agents to move skills and supervisors to move agents or add more data.

    1 vote

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  13. I do think it would be helpful if the dialer gave a response showing what record/field/specific text was in error and exactly where it stopped loading files containing errors. Is this something that could be added to the upload?

    13 votes

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  14. Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours from the SLA calculation.

    7 votes

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  15. similar to salesfore app you have

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  16. The ask is for an option (per Queue) to not allow last agent to logout when Queue has active contacts prior to the Queue schedule closing the Queue to new Contacts. This would be helpful for customers that would like to ensure all contacts are answered when a Queue Schedule is closing, Adding an alarm to Dashboards or Email to Managers alerting them a Queue has closed per schedule with x number of active contacts would be a great addition as well.

    2 votes

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  17. Add RCX Agent integration with MVP on the backend. The Video could be launched from Chat or its own Web link. It would be helpful for the Customer to be able to toggle video on or off while the agent is live to the Customer.

    7 votes

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  18. The request is for RingCX to have a Customer Journey Cradle-to-Grave Report, showing the start to finish and reporting on Pivots between channels. If it is a telephone call the detail should focus on the contact, even if the call is transferred between agents, put on hold, etc. If it pertains to a phone call and also includes digital channels, then the digital channel information can be added as a follow up from the call.

    15 votes

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  19. For the Fall 2021 release, Nice CXOne recently introduced a new UI for User Hub that moved and consolidated all applications into a single view on the left hand panel. Although the new view creates a single repository for accessing applications, it does not provide a way to collapse or customize the view and makes it more difficult for the end-user to quickly identify and access the area / application they are wanting to open. The recommendation is for the addition of a section at the top called "Favorites" with the ability to flag any section or application in User…

    7 votes

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  20. In the Agent view, Chat stream, the chats are displayed with a timestamp. But this timestamp only includes the time rather than time + date. We need the date to be displayed for the timestamp to have any meaning/use.

    2 votes

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