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12 results found

  1. Issue: Previously, we have the ability to restrict "Inbox" per an agent type - Admin, Supervisor, Agent. However, now the new interface no longer allows us to do that. It was changed to "Team" but we do not have a team setting.

    4 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  2. The chat feature will implement an inactivity timeout, triggering an auto-response message if the customer remains unresponsive or inactive within a set threshold. Similarly, this inactivity timeout can be applied to the agent side; reaching this threshold would impact the agent's performance metrics as per the Service Level Agreement (SLA).

    9 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  3. Engage Digital - Removing "Pending Interactions" on Agents

    1 vote

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    New  ·  1 comment  ·  RingCX Digital Only  ·  Admin →
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  4. Our customers want to make sure emails that are received by the platform first are delivered to agents to handle first.

    1 vote

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  5. Impliment ability to output quick reply button on chat channels for automatic message - it is already implimented in the smart close flow where a user can click 'Yes' or 'No' post chat

    https://developers.facebook.com/docs/messenger-platform/send-messages/quick-replies/

    1 vote

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  6. Currently, the only option to transfer an SMS is to reroute to the queue group itself. It would be nice if there was an option for companies to allow agent-to-agent transfers. Our team consists of 8 employees, and rather than reroute a customer looking to speak with a specific agent digitally back to the skill group, it would be nice to be able to transfer directly to the agent to wait. Then the next time this agent would be available, they would be prompted to interact via SMS or Engaged Digital (email).

    2 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  7. Ability to create custom reports to recreate certain reports with added data

    1 vote

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  8. RingCX Digital internaction - Inbox mode - Tag or mention internal users
    (Similar to Front's feature) -
    -Shared inbox/folder.
    -All users have visiblity to all interactions received, can engage on the same thread and tag or @mention an internal user for consult or discussion - that message is private and won't be seen by the customer
    -Contact Card details - filter historical conversation for last 7days or different date range filter and Notes can be shared privately/with other users

    4 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  9. When a message is assinged directly to an agent in routing mode, it shows in my inbox and not my messages.
    Make it so these messages show in my messages, this would negate the need for agents to look in my inbox and they can simply work from my messages.

    1 vote

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  10. Allow email sigatures to support html so company branding/style guidelines can be followed. Currently only text signatures are supported

    1 vote

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  11. Requesting the availability of an API to send SMS or Email via created channels in RingCX Digital.

    Aware that there is a method to send SMS via RingEX but that doesn't work for International as RingCentral doesn't offer SMS outside of North America.

    Example usage, customer CRM has a send SMS or send Email button. We would like to configure this to utilise the channels already configured in RingCX so that outbound interactions are reportable & any responses then route back through to RingCX agents.

    1 vote

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  12. Applies to RingCX Voice and Digital: The UI for viewing a list of dispositions associated with Voice and Digital queues is not easy to use. You have to scroll the table to the right to access delete or edit buttons and the rest of the columns show details that can't be edited in place so there's no need to display all the setting in the table.

    2 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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