1197 results found
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Able to filter on activity type on adherence report
Would like the ability to filter and remove Planned or unplanned activities type from the adherence report. Currently anyone whose schedule is updated with planned/unplanned time out they show as 100% adherence. That gets rolled into the team summary and there overall average goes up but in reality that agent was not to adhere to a schedule so should not count towards the overall true schedule adherence for the team. Would like to see true or actual activities in a roll up for adherence.
2 votes -
Ability to use different Pre-Recorded voicemail messages within a RingCX campaign
At the moment, it's only possible to have 1 pre-recorded voicemail message within each campaign. If we're dialing the same recipient multiple times, it starts to sound spammy/illegitimate when it's the exact same voicemail message. It would be nice to be able to have multiple voicemail recording to chose from. This could be as simple as adding 3 or 4 recordings that are chosen at random, or as intuitive as pick recording 1 for the 1st time, pick recording 2 for the second time, etc.
2 votes -
Monitor live incoming calls to a queue as soon as it comes
The ability to automatically monitor live inoming calls to a queue as it comes
2 votes -
Engage Digital - Allow Customer Identity pane to be collapsed to increase screen real estate for email replies
The Customer Identity pane is always open taking up space within the interface, but not necessarily always needed by the agent. Feature request is to add a button to allow the agent to collapse that pane when not in use to expand screen real estate for the email reply composition window to be larger.
2 votes -
Engage Digital - Automatic Refresh toggle for Inbox view
Our agents experience a significant amount of collisions when working email interactions where multiple agents end up working on the same email interaction. When investigated this tends to happen due to the Inbox view mode becoming out of date relatively quickly, so while an interaction may have been routed to an agent via routing mode Inbox mode does not reflect that unless it is manually refreshed. The feature we would like to see added is an automatic refresh while on the Inbox mode page every 15-20 seconds or so to avoid that view becoming too out of date. This could…
2 votes -
Outbound Report that shows Dispositions: Answered and Voicemail
Customer wants to generate a report for outbound calls that will show outbound disposition: Answered and Voicemail
2 votes -
Improve user experience by making the Corporate Directory a type field without a partial list
At the moment, when the agent tries to transfer to a REX extension, they see a type field along with a list of 10 users, ordered alphabetically. The natural response of the user is to try to scroll down the list but it is a static list of 10 REX users and does not scroll. This behaviour can be seem as an error and is inconsistent with the Corporate Directory elsewhere.
Feature request: Remove the partial list of users displayed, Add a help text descriptor to the text field asking then to start typing the name of the user they…
1 vote -
RingCX - Messaging Targeting Rules to Detect Digital Queue Business Hours
At the moment, we need to set a fixed time in the Messaging Targeting Rules. We would like to have the ability to set a rule that detects the business hours including the business hours override.
1 vote -
RingCX - Email Parking
We would like to have the ability to park emails. This feature do not exist at the moment.
1 vote -
RingCX - Matching disposition in Voice and Digital Queues
We want to be able to create a disposition that can be used in both Voice and Digital Queues.
1 vote -
RingCX Realtime dashboard "Presented" call counts doesn't adds up with "Answered" + "Abandoned"
RingCX real-time dashboard displays call counts for a specific queue. However, it doesn't accurately reflect calls that end in a callback. These callbacks are counted in the "Presented" count but not in the "Answered" or "Abandoned" counts.
EVSE has suggested creating a feature request to include other call statuses in the real-time dashboard, specifically for callbacks, but also potentially for other statuses.
1 vote -
RCX Priority Q Event, Transfer Call to REX BTN+EXT
Priority Queue Events Transfer Call currently doesn't complete the call tranfer to a BTN+EXT when entered as a "DID" transfer destination, while in workflows it is possible to route calls to a Node with node type = PSTN and handle this successfully.
This Priority Queue Event would require the call to be transferred to a workflow to accomplish, but would like to determine if this can be entered in the Priority Queue Events' Transfer Call field.
It appears the Kibana log of my test PQE Transfer Call shows the full BTN*EXT dialstring is being sent, but the call never gets…
1 vote -
RingCX Digital Channel's sender name
In RingCX Digital Channels's sender name, customers are using the variable {{first name}}{[last name}}.
This feature is working as expected. However, if they transfer an email from one channel to another, it is still recognizing the first and last name of the agent from the channel the email was initially assigned. The first and last name should recognize the name of the NEW agent assigned from the other channel.Please see example below.
The first screenshot shows the correct sender Toni. You would notice that her signature is also on the email she sent.
1 vote -
Add pickup groups or ability for a fall back group in RingCX
Allow something similar to the pickup groups from EX. We want the ability for supervisors to pickup when all agents are busy with other calls and be able to see calls in queue to pick them up. Our use case is to set a call queue event based on a time during the day where calls can overflow if all agents are busy so supervisors can step in.
1 vote -
RingCX Analytics Custom Historical Report Metrics in Column Limitation
Currently, The RingCX Analytics Custom Historical Report Metrics in Column is limited to only 40. Requesting this to be more that 40.
1 vote -
RCX Analytics Queue Service Level Rate includes Abandon (Long) and Inbound Deflected calls
Currently, the Queue Service Level Rate computation is (SLA Passed,0)/SLA Qualified. Requesting to have a Queue Service Level Rate Metric that will include Abandon (Long) and Inbound Deflected calls.
1 vote -
Call Parking in RingCX
Currently in RingCX, we dont have the ability to do call parking, unlike in RingEX does.
This is beneficial for ringcx to have to have this feature to ensure efficiency within businesses.
1 vote -
RingCX Notification Status Alert
Customer would like to request a notification for agents to track their accumulated break time and lunch time, both when on and off break
1 vote -
RingCx for Hubspot - ability to customize data mapping for the call log fields
Have the ability to customize the data mapping within Hubspot call log fields.
1 vote -
Easier Contact Centre Management Solution
Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.
1 vote
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