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Contact Center & RingCX

Contact Center & RingCX

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63 results found

  1. When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.

    14 votes
    How important is this to you?
  2. At the moment, agents can search leads without issue.

    However, if they need to search leads that is uploaded in a different campaign and dial group the agent is not assigned into. They cannot do that.

    It would be better if we have a feature that can allow agents to search leads globally so that they have idea if this customer will be called by other agent.

    8 votes
    How important is this to you?
  3. If you are a member of multiple Agent Queues and log in through the SPOG in the EX client, you cannot select which queues to log into.

    Need to be able to select which queues you are logging into when singing in via SPOG in EX.

    3 votes
    How important is this to you?
  4. A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.

    7 votes
    How important is this to you?
  5. For email replies or forwarded emails, can RCX move the most recent reply or forward to above the original email?

    2 votes
    How important is this to you?
  6. Have the ability to display the contact records in progressive or preview mode

    2 votes
    How important is this to you?
  7. All deflected calls to be presented on the dashboard with details of calls (driver name and telephone number)
    Feature request - Feature modification of existing abandoned campaign mapping to fit the ask

    2 votes
    How important is this to you?
  8. Similar to "What's next" in RCCC, agents have difficulty tracking chats in the queue. While we have My Stats to monitor this, when agents navigate to My Stats to check, it deletes all that was previously typed.

    3 votes
    How important is this to you?
  9. We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.

    5 votes
    How important is this to you?
  10. As an organization that relies heavily on efficient contact center operations, the ability to quickly and flexibly manage dialing strategies is crucial. While the current system provides a stable and functional environment, one major limitation continues to hinder operational efficiency — the inability for client administrators to configure their own dialer ratio settings.

    Currently, any adjustment to dialing ratios requires submitting a support ticket, resulting in unnecessary delays and increased dependence on external support teams. This not only slows down the optimization process but also limits the agility that contact center managers need to adapt to fluctuating call volumes, agent…

    2 votes
    How important is this to you?
  11. Customer notices that RingCX preview dialer campaign appears to be making calls to AZ outside of the scheduled hours. Customer wants to set the dialing timezone for Arizona to be set to MST and MDT to particular locations in AZ in the dialer campaign on RingCX so that their dialer dials AZ phone numbers on their set hours. There are locations in AZ that follow MDT and other locations follow MST.

    1 vote
    How important is this to you?
  12. Ability to fast forward or rewind while listening to call recordings in RingCX

    8 votes
    How important is this to you?
  13. The ability to switch the time format in RingCX Analytics to either a 12-hour or 24-hour clock, depending on user preference.

    0 votes
    How important is this to you?
  14. The ability to use the User Extensions Deskphone when transferring RingCX calls that were answered using RC Phone as the voice connection would provide customers with greater convenience. This feature would allow users to pick up RingCX calls on deskphones and transfer them without having to return to the RingCX Integrated dialer. Such functionality would streamline the call transfer process for customers using deskphones.

    5 votes
    How important is this to you?
  15. Currently there is no option to schedule any reports under RingCX Digital Analytics.

    Although we can download the reports manually, it is better is these report will just be sent to the customers in either excel or csv format.

    3 votes
    How important is this to you?
  16. Agents should be able to select between two lead lists. They can decide which lead to load first from their RingCX.

    2 votes
    How important is this to you?
  17. Some customers would like an easier way to pull up the call recordings from the RingCX account and also search for the agents.

    14 votes
    How important is this to you?
  18. We would like to have the ability to transfer to a RingEX extension from RingCX SPOG

    1 vote
    How important is this to you?
  19. Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call. Typlically, this would be an CRM that pulls the data rather than RCX that pushes it.

    2 votes
    How important is this to you?
  20. Customer is looking for a way to download the reports in a PDF file and in those reports it should include all the data seen on the RingCX analytics page as well.

    1 vote
    How important is this to you?
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