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Contact Center & RingCX

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28 results found

  1. 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
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
  2. 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. 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. 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…

    5 votes
    Implemented  ·  0 comments  ·  RingCX  ·  Admin →
    How important is this to you?
  5. 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?
  6. 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?
  7. 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
    How important is this to you?
  8. 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?
  9. 123 votes
    28 comments  ·  Other  ·  Admin →
    How important is this to you?
  10. 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?
  11. 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?
  12. 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
    How important is this to you?
  13. 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?
  14. 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?
  15. 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?
  16. Request is the ability for a supervisor to move an agent into available status.

    13 votes
    How important is this to you?
  17. This process should be handled in the DATE TIME node, as opposed to using Javascript.

    4 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
  18. 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
    How important is this to you?
  19. 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.

    3 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
  20. 3 votes
    Implemented  ·  1 comment  ·  RingCX  ·  Admin →
    How important is this to you?
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