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1527 results found

  1. 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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  2. 2 votes
    Planned  ·  1 comment  ·  RingCX  ·  Admin →
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  3. 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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  4. 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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  5. 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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  6. This is as opposed to being a free text field.

    2 votes
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  7. 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
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  8. 2 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  9. 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
    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  10. 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
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  11. Within RCX portal, there is no way to delete a channel once created.

    2 votes
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  12. 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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  13. 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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  14. Many customers have their own APIs for data warehousing. There is an API for QM data but it is missing Question Detail data that they also need.

    2 votes
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  15. Some customers use 'agent flag' on outbound leads to reserve lead 'x' for that agent. Should another agent search for a lead, they would have the ability to dial this lead whether or not it is theirs. Something like suppression scripts, where the system does a check at the moment of dial attempt against some sort permissions list, would help manage this solution. Suppression scripting could be used in numerous ways within RingCX especially around manual dialing.

    2 votes
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  16. 2 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  17. 2 votes
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  18. Improve RealTime dashboards to easily show supervisors what contact active/connected agents handling OmniChannel sessions are on. what Currently, Supervisor only shows the agent connected to one. If using Contact List, the user would have to sort all system contacts as filtering is only by Campaign, Skills, media type, etc. Filtering is not available by teams, etc.

    2 votes
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  19. The current Automated Speech tool works well for 'dictionary' based speech recognition, but is not as successful with multi-word or phrases (good at, press or say 1, say billing, etc). The ask is to improve the automated speech tool to utilize more advanced feature sets that will better satisfy IVR requirements.

    2 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  20. When entering a master ID in the contact history report, users have to click Run Report instead of being able to just hit return.

    2 votes
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