25 results found

1. Enable syncing of contact/address book across all users

   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  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminJessica Hernandez (Community and Social Media Engagement Manager, RingCentral) responded

   Learn more about managing the shared directory of external contacts here!

2. Ability to export IVR from Studio

   Need the ability to export IVR Studio so they can be shared and imported.

   41 votes

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   Implemented  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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3. WhatsApp Outbound API

   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  ·  Delete…  ·  Admin →
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   Implemented  ·  Michelle responded

   RingCX has an API that facilitates this

4. Impersonated admin showing incorrectly in the audit trail

   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  ·  Delete…  ·  Admin →
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5. Allow supervisor to move agent into available status.

   Request is the ability for a supervisor to move an agent into available status.

   13 votes

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   Implemented  ·  0 comments  ·  Contact Center  ·  Delete…  ·  Admin →
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6. RCV and RingCX Integration - Escalation/Queuing of video calls

   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  ·  Delete…  ·  Admin →
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7. Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

   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 communication channels (such as voice and email), the URL for the transcript is not accessible when Channel Type = "Engage Messaging." This limitation impacts the ability to efficiently review and audit Engage Messaging conversations, causing workflow disruptions and incomplete data analysis.

   Feature Request: We request that the RingCX Analytics system be enhanced to:

   Generate and display a functional Transcript URL for interactions where the Channel Type is set to "Engage Messaging."
   Ensure that Engage Messaging transcripts are stored, accessible, and follow the same retrieval process as other channels.
   Implement the necessary backend infrastructure to support transcript generation for Engage Messaging interactions, if not already in place.
   Use Case:

   User Role: Support engineers, customer service managers, and compliance teams who regularly analyze customer-agent conversations.
   Scenario: A compliance officer needs to review a set of customer interactions across various channels, including Engage Messaging. Without access to the Engage Messaging transcript, the review process becomes fragmented, potentially leading to incomplete analysis and delayed decision-making.
   Benefits:

   Improves consistency in transcript availability across all supported channels in RingCX Analytics.
   Enhances the ability of users to perform comprehensive interaction reviews, which is crucial for training, compliance, and quality assurance.
   Streamlines the workflow for support and operational teams who need to access and audit Engage Messaging interactions, reducing delays caused by the absence of transcripts.
   Technical Considerations:

   Review the existing infrastructure for handling transcripts from Engage Messaging interactions. If transcripts are already being logged but not linked, the issue may be related to missing links in the analytics display.
   Implement an automated process for generating and linking transcript URLs for Engage Messaging interactions, ensuring the data format is compatible with other channels (e.g., voice, chat).
   Validate that the new functionality complies with the data retention policies and privacy guidelines applicable to RingCX.
   Priority: Medium to High (depending on the volume of Engage Messaging interactions and the frequency of audits in customer environments).

   Expected Outcome: Once this feature is implemented, users will be able to access Engage Messaging interaction transcripts seamlessly through the RingCX Analytics platform, reducing operational friction and ensuring parity with other communication channels.

   Thank you for considering this request. Please let us know if further technical details or use cases are required to support the implementation.

   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… more

   5 votes

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   Implemented  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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8. Analytics reporting for agent activity overview

   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 frame, instead of me having to go back and pull each date individually. If that makes sense?

   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… more

   5 votes

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9. Feature Enhancement Request: Total Hours/Log-in Time on Campaign Level in Historical Reports

   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 time spent on specific campaigns without requiring manual aggregation.

   Current Limitation:
   Daily Outbound Performance and other historical reports focus on agent-level data for hours/log-in time.
   There is currently no built-in functionality to automatically aggregate these hours at a campaign level within the historical reports.
   Manual edits of existing reports do not provide an option to calculate or display total hours on a campaign basis.
   Enhancement Request:
   We propose the addition of a new metric in the Historical Reports section that calculates and displays Total Hours/Log-in Time at the campaign level. Specifically:

   Add an Aggregated Field: Introduce a new field that sums the total log-in hours for all agents participating in a specific campaign.
   Customizable Time Ranges: Ensure this field is available for daily, weekly, and monthly views in both pre-built and custom reports.
   Compatibility with Existing Reports: This field should be integrated into key reports like Daily Outbound Performance and others that track campaign-based metrics, allowing customers to easily toggle between agent-level and campaign-level breakdowns.
   Dashboard Support: Provide options for this data to be visualized in dashboards, offering real-time campaign management insights.
   Impact:
   Improved reporting accuracy for customers managing multiple campaigns.
   Enhanced efficiency by removing the need for manual calculations and third-party tools.
   More granular resource allocation insights for optimizing workforce management based on campaign performance.
   Priority:
   This feature is critical for customers managing large-scale outbound campaigns who require detailed time tracking across different campaign types. It will help in optimizing campaign management and resource allocation

   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… more

   4 votes

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10. Holiday Handling in IVR

    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  ·  Delete…  ·  Admin →
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11. Manual Exports and Automated exports to support shorter intervals by default

    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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12. 3rd Party Connector for Non-Native Messaging Channels and High Volume SMS (International)

    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  ·  Delete…  ·  Admin →
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13. Loop node for IVR Studio
    3 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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14. Support agent availability for Live Agent handover

    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  ·  Delete…  ·  Admin →
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15. Star key DTMF Processing

    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  ·  Delete…  ·  Admin →
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16. Ability to set manual closures
    2 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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17. RingCX Scheduled Reports cohesive naming convention
    2 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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18. On OSH supported Dashboard, show all interactions agent is working

    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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    Implemented  ·  0 comments  ·  Contact Center  ·  Delete…  ·  Admin →
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19. Hourly Outbound Overview Report

    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  ·  Delete…  ·  Admin →
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20. Salesforce Adapter needs seach to be case insensitive

    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  ·  Delete…  ·  Admin →
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