1450 results found
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A report that will show Quick Responses and the assigned channel
A report that can be pulled showing all quick responses and their assigned channel within digital.
1 vote -
RCX Must Use CallerID Name Configured in REX
Use a CCRN number as Caller ID when RingCX agent do a consultation call to RingEX agent
1 vote -
Automatically set Queue Event Duration based on duration of single play audio file
When configuring a Queue Event with a single play audio file and no additional looping audio files, the queue event duration should automatically be set to the duration of the single play audio file or files.
3 votes -
Add Option to Generate Reports for Calls Answered Within Custom Time Intervals (e.g., 36 Seconds)
Request to add an option in the reporting tool to generate reports for calls answered within custom time intervals, such as 36 seconds, or allow the flexibility to adjust the time range to any desired number of seconds. This feature would provide more granular data for SLA tracking, beyond the current predefined buckets of 10, 20, 30, 40 seconds.
1 vote -
Updating Holiday Hours
Create an option where you can update holiday hours of operation for multiple Hours of Operation profiles/skills simutaneously.
We have over 50 different hours of operation profiles for our various skills and almost all of them are closed for the same 8 holidays each year, but currently the only way to update is adding each individual holiday to every skill individually, which is incredibly cumbersome and time consuming. If we had the ability to select multiple hours of operation profiles to add the holidays to at the same time, that would be incredible so that we only have to update…
2 votes -
Send to Voicemail Queue events in RingCX, give a greeting that a voicemail left was succesful.
When leaving a voicemail in RingCX using the "Send to Voicemail" queue event. the customer doesnt hear a greeting if the voicemail they left was successful.
It be nice to have the ability to set a greeting for this one.
1 vote -
RingCX - Ability to see customers who left a callbacks in queue
Currently, we are required to go to Analytics and look each queue one at a time to see customers who left a callback. This is ineffective and tedious for admins to always do this.
It would be better if there is dashboard to see right away customers who left a callback
1 vote -
have duration for agent state and select an agent state in advance after a call.
RingCX Wrap time, works by putting a delay on the agent before taking the next call. This works by putting the agent on available and wait for the duration set in wrap time to lapsed. This is not a great design since
- the agents are forced to wait for the wrap time to finish, without them being able to get the next call(without consuming the whole wrap time duration)
- cause confusion to both admin and agent as we cannot determine if the agent is on a wrap time or if there's just no calls waiting.
To address this, it would…
3 votes -
RingCX Agent able to do a consultation to another RingCX Queue without active call
Currently, our agents in RingCX can only do a consultation to a RingEX user or call Queue when there is no active call. However, we want our RingCX agent able to do a consultation as well with RingCX agent or call queue even without requiring an active call.
1 vote -
Allow the ability to view calls waiting and phone numbers in call queue
Enhance live reports from call queue to include number of calls waiting and phone numbers of callers
2 votes -
RingCX- Ability to upload Audio File and change the system default audio
RingCX- Ability to upload an Audio File and change the system default audio
5 votes -
option to block CNAM
Option to block Caller ID Name (CNAM)
6 votes -
RingCX downloaded reports included data
Customer is looking for a way to download the reports in a PDF file and in those reports it should include all the data seen on the RingCX analytics page as well.
1 vote -
RingCX Add Bulk Disposition
Add bulk or add the same disposition on different queues to avoid manually adding disposition to match the other queues and to save time
3 votes -
RCX Real time Long Abandon Metrics
When looking at the Analytics in the Real-time Dashboard, Long Abandons is not available as a field for us to report on, only Short Abandons. Reporting on Short Abandons is not very useful, as we would be reporting on the number of customers that called us, then quickly put the phone down, which is not useful data. Long Abandons, however, would give us a report showing how many people waited in the queue and then left, signifying that they waited too long.
It would be more useful to add in the "Long Abandons" field so we can show the number…
3 votes -
The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.
The outbound caller ID number in RingCX should be synchronized with the RingEX dialer.
1 vote -
Lead Management / Cadence
The customer would like a lead management functionality in our outbound dialer. wherein, the lead(no party connect ex. AM, NA, etc) can be dialed with 6 attempts in a week, then system to redial the lead after 2mos and 3 weeks (3mos interval from the day lead was uploaded in the campaign) then do it again on the 6th, 9th and 12th month.
2 votes -
Agent Facing Quality Averages/ Date Filter
The same view that a Quality Manager has of an agents quality performance (quality averages and date range/ filter) should be available as an agent facing enhancement in an agents MyZone.
1 vote -
RingCX - Agent Whisper be enabled in ACD Callback
Currently, agent whisper are only working for incoming calls that waited in the line. But customer who leave a callback. The agent's whispers are not working.
3 votes -
RCX Dialer Ratio
As an organization that relies heavily on efficient contact center operations, the ability to quickly and flexibly manage dialing strategies is crucial. While the current system provides a stable and functional environment, one major limitation continues to hinder operational efficiency — the inability for client administrators to configure their own dialer ratio settings.
Currently, any adjustment to dialing ratios requires submitting a support ticket, resulting in unnecessary delays and increased dependence on external support teams. This not only slows down the optimization process but also limits the agility that contact center managers need to adapt to fluctuating call volumes, agent…
2 votes
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