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Contact Center & RingCX

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18 results found

  1. 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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  2. 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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  3. 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

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

    2 votes

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  6. Salesforce Adapter needs to support the integrated softphone option the way CMax client does.

    2 votes

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  7. 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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  8. 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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  9. 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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  10. 2 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  11. 2 votes

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    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
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  12. 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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  13. 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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  14. 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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  15. 2 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  16. When the call is transferred outside of the IVR (doesn’t matter if it’s PSTN, queue, etc.), the IVR detail report shows two rows for the call.

    1 vote

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  17. 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.

    3 votes

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    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
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  18. 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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