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33 results found

  1. Being able to change an agents status through the Real Time Dashboard

    We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent

    19 votes
    Implemented  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  2. 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.

    15 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  3. Ability to export IVR from Studio

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

    41 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  4. CNAM display in RingCX Real Time Dashboard

    Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.

    4 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  5. 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…

    6 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  6. 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…

    4 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  7. Queue Answered seconds rate in RingCx Historical report

    Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one

    9 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  8. Change color of lettering to red when agent goes into RNA Status.

    When an agent goes into RNA status, we'd like an alert that draws their attention, reminding them to move back to "Available". Currently, the letting is gray, which doesn't really catch the eye of user. We are recommending changing this to a bold red in RNA status.

    9 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?

  9. 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
    Implemented  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
    How important is this to you?

  10. Ability to Mix & Match Licenses for integrations with RingSense

    Would like the ability to have, for example, 100 licenses for RCX but then only 25 licenses for RingSense.

    1 vote
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  11. 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

    126 votes
    28 comments  ·  Other  ·  Admin →
    How important is this to you?

  12. Sound Alert to Notify Agents in Engage Voice when their Status is in RNA

    Our agents work remotely 24/7 and are not always consistently in front of their computer screen or may be working in other programs. If they are put in RNA Status, a team member may not be aware of this looking at their RC screen or being alerted by another team member or supervisor. This has caused some of our agents to be in RNA status for long periods of time. In turn, this may impact or services if agents are missing calls.

    9 votes
    Implemented  ·  2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  13. Increasing file size limit for file uploads when submitting a support ticket

    File size limit is currently 2mb per any individual file. When requesting debug logs for a specific issue, most system logs are over 2mb by default. Please up the limit to possibly 3mb - 4mb, this should account for most any system log that may need to be uploaded

    18 votes
    Implemented  ·  4 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  14. 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…

    5 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  15. 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
    2 comments  ·  RingCX  ·  Admin →
    How important is this to you?

  16. Ability to Filter Contact View by team or skill

    When customers use the Supervisor application with the Contacts, they view agents active contacts in real time. Some would like to be able to filter the contacts view by teams. Although you can choose the teams view, it does not provide the same Realtime contact information needed.

    1 vote
    Implemented  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?

  17. 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
    Implemented  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  18. Salesforce Adapter shows inactive agents in search

    Salesforce Adapter is showing inactive agents in search. It needs to hide these to match the CMax client.

    2 votes
    Implemented  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  19. Salesforce Adapter needs integrated softphone option

    Salesforce Adapter needs to support the integrated softphone option the way CMax client does.

    2 votes
    Implemented  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  20. Allow supervisor to move agent into available status.

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

    13 votes
    Implemented  ·  0 comments  ·  Contact Center  ·  Admin →
    How important is this to you?
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