183 results found
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Ability to cancel or extend after call wrap
Problem:
In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.
Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and…
14 votes -
Allow supervisors to change an agent's state
The ability for the supervisor to change the agent state. For instance, if an agent is available and on a call and the Supervisor wants to talk with them immediately after that call, make them unavailable so they don't get another call. Changing the unavailable reasons may also be helpful to have accurate reporting if an agent chose the wrong reason code. A similar ask is to be able to force an agent available (but supervisors would need to be sure the agent was there and ready for calls/interactions.)
10 votes -
Ability to Delete Channel
Within RCX portal, there is no way to delete a channel once created.
1 vote -
1 vote
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Ability to export IVR from Studio
Need the ability to export IVR Studio so they can be shared and imported.
29 votes -
RingCX AI Optimal Routing – Last Agent Sentiment, Last Interaction Disposition Summary Routing
Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing…
20 votes -
RingCX Time Based Callback-in-Queue Offering
It is important to use time-based Callback-in-Queue so that when a queue is ending callbacks aren't left waiting until the next day. Time- based Callback offering could turn off callbacks being offered 10, 15 or 30 minutes prior to Queue closing. Phase 2 could be time and "chance of answering" using AI to determine if a callback is offered can it be answered while the Queue is active such as number of agents, active talk time versus time left in Queue before closing.
17 votes -
Call journey report for RCX
Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.
28 votes -
Improve Text to Speech w/o requiring recording audio prompts and calling APIs via JavaScript
Goal is to extend the use of Text to Speech for Get input and Play audio widgets. Current use is limited to Say var. This would give an option that doesn't require recording audio prompts and would improve speed to deploy script changes on deployment and in production.
2 votes -
Add ability to label IVR Studio nodes
Add the ability to label IVR Studio widgets so it's not the NodeID. Current limitation is if you change NodeID value: no spaced allowed and only 9 characters display. Including labels will make complex scripts easier to understand since there won't be the need to edit them to understand the use.
3 votes -
In Pop-up window, unable to view all options
The edit pop-up windows for nodes gets cut off and forces the user to maximum browser window to see all the options and Save button. The window can't be moved so there is no other way to see all options which adds steps to a user's workflow. This is inconsistent from Script Studio, which only shows a maximized pop-up.
2 votes -
Improve Zoom/Scrolling Behavior
When using a touchpad that supports 2-finger scrolling, the workspace zooms and the position of the items moves to left and up so you have to use the mouse to move things around instead of scrolling. It's very difficult to navigate and the zoom is too granular to be useful.
2 votes -
More clear to quicklinks and help pages
It is unclear how to get back to the Quick Links & Help page seen when first logging in. Users have to click on the logo on the top of the window to get there. Links on that page should also be available on the left navigation bar. The current experience forces the user to remember where to go to access something not found in the left navigation menu. There needs to be a single source of resources for users to access and needs to be consolidated.
2 votes -
Notify user if other user already editing IVR (and other IVR editor improvements)
There should be a visible indication if you open IVR Studio and someone else has it open already. The current UI shows Cancel and Save buttons disabled which does not necessarily indicate that another user has it open. The page should display a message indicating it's being edited and by whom. All configuration changes should also be included in the Audit log records.
2 votes -
Improve Knowledgebase Usability
The article editor is limited in features and can't be resized. That makes it difficult to create/edit more complex articles.
2 votes -
Agent Tool Rewording/Clarification
Organization of Agent Tools is not very clear. Knowledge Base is under Voice, but should apply to any interaction type and Email Templates is under Voice, but Email is a Digital interaction type.
2 votes -
Better Segmentation in Reports
By default, all reports pull up all records. This can become a significant performance issue in busy systems over time. The UI should provide a date range with some predefined options like today, last 7 days, etc. with the option to specify a custom range before executing the query to view the results.
2 votes -
Simplify process of customizing webchat
Customizing Webchat requires editing CSS and HTML code. Many customers will not have this capability and the lack of a preview limits the ability to make changes without a lot of experience with CSS and HTML
3 votes -
Create similar UI for email templates in Digital and Voice sections
There are 2 places where an admin can create an email template: Voice and Digital. Voice provides a basic UI to pre-fill fields like From, To, & Subject and use Tags. Digital requires editing HTML code with an extra step to submit it for preview. The Voice email templates appears to be tied to outbound dialer campaigns. This feature should be consolidated into a single UI.
2 votes -
More seamless way to Link an Element to a Channel
It is not very clear how to use Messaging Visual Library elements in a channel.
2 votes
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