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1474 results found

  1. Add RCO response and Audit Trail Log for "Ask the Expert" functionality within Engage Digital

    Currently, the RCO response post escalation is not sent back to the agent within Engage Digital. Also, there is no audit log being tracked to check if the message escalated via "ask the expert" has been reverted to track this functionality by supervisor/administrators and to close the loop.

    8 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. PCI Compliance

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  3. Implement automatic data masking controls for PII

    14 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Ability to check the agents schedule prior to routing.

    The request is for an agent’s WFM schedule (namely if they are on leave) can be referenced when an interaction is being routed, with the scenario being if an agent is on leave for X number of days, route to an alternative user / group to ensure something is answered. Current Workforce Management APIs do not have the means to bring this info into the contact flow. This would be a really intelligent way to route interactions based on an agent's schedule (to look ahead to PTO for the agent vs current methods, which is a single point in time…

    3 votes
    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  5. Check Queue Status Nodes

    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
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Easier authentication for new APIs

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

    2 votes
    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  7. Access to web service responses for agent scripting

    Currently there is no way to get return data out of a web service to be used in an agent script.

    2 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  8. Loop node for IVR Studio

    3 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  9. Ability to transfer to another IVR

    5 votes
    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  10. IVR Detail Report Changes

    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
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  11. Ability to assign more than one web service to an event

    Many APIs require an initial authentication call in order to make the main API request, which requires two API calls for an event.

    3 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  12. Dashboard Access for Agents

    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.

    6 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  13. Access to debug logs for web services and agent scripts

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

    2 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  14. Holiday Handling in IVR

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

    4 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  15. Ability to set manual closures

    2 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  16. Better Text to Speech Functionality

    Suggestion is to have TTS directly in the GET INPUT and PLAY AUDIO nodes.

    3 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  17. Timeout codes for Web Services and WWW Nodes

    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
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  18. Star key DTMF Processing

    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.

    4 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  19. Partners super-user access for just accounts assigned to

    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.

    3 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
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  20. WWW nodes in agent scripts to allow server-side requests

    2 votes
    Future Consideration  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
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