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25 results found

  1. Allow the the super admin to sync their contacts to the other users to create a universal contact/address book for the company

    121 votes

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    27 comments  ·  Other  ·  Admin →
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  2. Need the ability to export IVR Studio so they can be shared and imported.

    41 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  3. 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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  4. 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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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Request is the ability for a supervisor to move an agent into available status.

    13 votes

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  6. It would be helpful if we had the option to escalate phone interactions into video calls/meetings. Analytics around how video escalations and video queues are used in their environment would also be beneficial. Video queue example: Bank branches can have a screen to engage with, that will enter that contact into a queue and have a 2-way video conversation with an agent.

    8 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  7. Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

    Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

    Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other…

    5 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  8. Is there a way on reporting, specifically for Agent Activity Overview – if there could be an added option to pull a Range of Dates (example 12/1-12/31/2021) but have the option to have the report pull the daily details? So for example – I look at offline times for reps to calculation certain %’s into their commission – I look at it daily – however, at the end of the month I pull it for a “through” date, but would like to have the option for the report to pull daily totals in to one spreadsheet for the through time…

    5 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  9. Description:

    We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.

    Use Case:
    The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the…

    4 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  10. This process should be handled in the DATE TIME node, as opposed to using Javascript.

    4 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  11. This request is for Manual Exports and Automated exports (under Admin>Data Management) to support 1 hour or 30 minute interval for exports by default. Currently, manual and automated exports support only daily/weekly/monthly exports. Some customers would prefer support these shorter intervals in an automated fashion without leveraging any APIs.

    4 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Specific improvements in terms of 3rd party messaging channels:
    WeChat support
    LINE support
    Telegram Support
    High Volume SMS API for international customers

    International customers have requested a few 3rd party channels (listed above) not natively supported on RingCX. The request is to use a 3rd party service for a connector.

    4 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  13. 3 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  14. The request is to Support agent availability for Live Agent handover based on category in EDF (Native google dialog flow adaptor).
    For example, to support channels like Live-chat, which is real-time. No single API that would look at the category and find the agents for the category, then return info on whether an agent is available or not. Note that the request is to avoid using any APIs and leverage current native connector.

    3 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  15. The system currently sees a * keypress as a terminator. But there are customers who are using the * and # keys in their IVR menus and this does not work for their needs.

    2 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  16. 2 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  17. 2 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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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. Add the ability to pull an Outbound Overview Report from Engage Voice with a breakdown by hour. Currently, this report can be pulled with a start/end time equaling 1 hour, however there is not a report showing an overview broken down by the hour.

    2 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  20. Corporate Directory search in the Salesforce Adapter is case sensitive. It needs to be insensitive to match Cmax client.

    2 votes

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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