27 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

   16 votes

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   Implemented  ·  1 comment  ·  RingCX  ·  Delete…  ·  Admin →
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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.

   14 votes

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   Implemented  ·  0 comments  ·  RingCX  ·  Delete…  ·  Admin →
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3. 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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4. 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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5. 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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6. 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

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   9 votes

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7. 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

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   Implemented  ·  0 comments  ·  RingCX Digital Only  ·  Delete…  ·  Admin →
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8. 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

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   123 votes

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   28 comments  ·  Other  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminJessica H. (Admin, RingCentral) responded

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

9. 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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10. 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

11. 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

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12. 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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13. 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

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14. Salesforce Adapter needs integrated softphone option

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

    2 votes

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15. 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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16. 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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17. 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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18. Loop node for IVR Studio
    3 votes

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19. 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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20. Ability to set manual closures
    2 votes

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