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  1. 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

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  2. 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

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  3. 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

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  4. Several areas of the agent scripting editor are not consistent with the UI of IVR scripting. Editing properties of a widget window, widget naming, JavaScript editor window, etc.

    2 votes

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  5. 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

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  6. It is difficult to select a widget link to remove it. The selection hot spot is limited to the arrowhead and there is no visual indication it was selected nor is there any indication that you can delete or move it.

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  7. Goal is to have a button to view the card when hovering over the hidden button area when a message thread is visible.

    2 votes

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  8. 2 votes

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    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  9. There should be a check in the UI to prevent stuck voice calls in the Agent's UI because no disposition was configured. It's possible to configure a Voice queue without any disposition or no Agent Script. Since there's no way to disposition the call, it appears "stuck" in the Agent UI where there's no way to clear it after the call ends. It's possible that the agent won't be able take new calls.

    2 votes

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  10. 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

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  11. The article editor is limited in features and can't be resized. That makes it difficult to create/edit more complex articles.

    2 votes

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  12. There needs to be a way to disposition messages that are routed to an Inbox. If a message ends up in the New Messages folder and is picked up by an agent (either by assignment or if the agent selects to 'Engage the message'), there is no way to add a disposition to the message.

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  13. This is as opposed to being a free text field.

    2 votes

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  14. New Role/Permission to allow "Monitor Only," removing Coach and Barge. This is needed for new hires to shadow seasoned agents. Listening to live calls without being able to impact the active agent.

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  15. 2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Suggestion is to change "Todays Call's" in Realtime Dashboard to "Today's Interactions" and show digital conversations along with the calls for an omni channel experience.

    2 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  17. The main Reply Assistant page shows the list of quick replies in the order they were created. Each Replay has a Group that it belongs to so this should be the default view to match other lists in RingCX show. Examples:
    Digital Queues & Skills
    Voice Queues and Skills
    Campaigns
    Agents
    Knowledge Base
    The current listing view differs from other areas and should be made consistent.

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  18. Within RCX portal, there is no way to delete a channel once created.

    2 votes

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  19. Request is the ability to export a canned, ad-hoc, or custom report from Contact Center to Google Sheets.
    InContact > Reporting > Export to Sheets

    2 votes

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  20. The 'modular' nature of Engage Voice is helpful. However, with this design, some feature-sets of one routing component are not found in others. Having a if/and feature enhancement to inbound queue events would bridge this gap. Example: Play audio file 'A' for normal conditions. If wait time is 'x' then play audio file 'B'. This idea could be expanded to any queue event type.

    2 votes

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