24 results found
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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 -
Ability to export IVR from Studio
Need the ability to export IVR Studio so they can be shared and imported.
41 votes -
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 -
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 -
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
120 votesImplemented ·
AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
Learn more about managing the shared directory of external contacts here!
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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 -
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 votesRingCX has an API that facilitates this
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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 -
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 -
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 -
Salesforce Adapter needs integrated softphone option
Salesforce Adapter needs to support the integrated softphone option the way CMax client does.
2 votes -
Allow supervisor to move agent into available status.
Request is the ability for a supervisor to move an agent into available status.
13 votes -
Holiday Handling in IVR
This process should be handled in the DATE TIME node, as opposed to using Javascript.
4 votes -
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 -
3 votes
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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 -
2 votes
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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 -
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 customersInternational 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 -
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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