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Contact Center & RingCX

Contact Center & RingCX

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  1. When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Draft, you are not longer able to overwrite the comment either.

    16 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  2. When logged into RingCX as an agent, a browser refresh will log the agent out. If the agent is on a call during a refresh, it does not disconnect the call, but it will not allow them to disposition the call afterwards, even after logging back in. This browser refresh issue is only when logged into the Agent portal; Analytics and Admin work just fine through a refresh.

    15 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  3. RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

    15 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  4. Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have the following traits/characteristics:

    1. Auto-dismiss if no agent answer and customer hangs up before sending to agent VM greeting.

    2. Contain 'Accept' and 'Decline' buttons which direct the call. 'Accept' will allow a call through to the agent. 'Decline' will send the customer to the agent's VM greeting.

    3. Any other pertinent information to be included (i.e. number of incoming caller, etc.)

    15 votes

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    0 comments  ·  RingCX  ·  Admin →
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  5. RingCX generates transcripts to create Summaries on voice calls, but it's not visible to Agents. It should be available in real-time during the call and accessible after the call along with the Summaries. Both should be able to be memorialized in a connected CRM along with other metadata and call recording link.

    Our main competitors have that feature Zoom & Dialpad) and it's a common request from customers.

    15 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  6. 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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  7. Would like to be able to send outbound WhatsApp messages by means of an API or via UI to one or multiple users. Outbound WhatsApp message will use Facebook templates API (regular + interactive templates).

    15 votes

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    2 comments  ·  RingCX  ·  Admin →
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  8. When a user submits an evaluation, only the person being evaluated receives the notification via the QM Tool that a new evaluation is ready to review. We should be able to choose additional people to receive a notification, like the agent's supervisor, for example. More than one person should be able to receive the notification.

    15 votes

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  9. When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.

    15 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  10. When dialing through RingCentral IVR. The system should already know for what account the customer is calling and the number they used to call RingCentral.

    15 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  11. We need an update to the Audit Trail.

    Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

    In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

    14 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.

    Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.

    14 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  13. Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.

    14 votes

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    0 comments  ·  RingCX  ·  Admin →
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  14. Client wanted to have more than 12 months call log data retention.

    14 votes

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    2 comments  ·  Other  ·  Admin →
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  15. Currently Edge is not supported. Request to have it officially supported.

    14 votes

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  16. 14 votes

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  17. 14 votes

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  18. several customers are asking for being able to resize column width within the Nice cxone prebuilt reports.currently, the only way to do that is through downloading into an excel sheet not directly in the reports page.

    14 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  19. We do not have the ability to place an active call on hold to answer the incoming call unless we get up and answer the call on another phone in the office

    14 votes

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  20. Currently, I understand you must have edit permission to unlock an employee. I would love to be able to assign Supervisors the ability to invite or unlock agents without giving them access to assign full admin rights to someone.

    14 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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