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Contact Center & RingCX

Contact Center & RingCX

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342 results found

  1. customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.

    32 votes

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  2. Currently the global dequeue setting is set to 5, meaning if 5 agents are available and do not answer the call when routed to them the call is terminated.
    The ask is to add an admin option to manage the dequeue limit per queue with the option to increase to a far larger amount to accommodate enterprise level contact centres. (50-100)

    39 votes

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    Planned  ·  2 comments  ·  RingCX  ·  Admin →
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  3. This initiative is being worked on and is called Single Pane of Glass

    1. The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.

    2. The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.

    3. You cannot see MVP queues in the Corporate Directory when transferring…

    44 votes

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    Planned  ·  4 comments  ·  RingCX  ·  Admin →
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  4. WCAG compliance benefits a wide range of user groups, including individuals with visual impairments, hearing disabilities, motor difficulties, and cognitive limitations.

    30 votes

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    Planned  ·  4 comments  ·  RingCX  ·  Admin →
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  5. Request is for the ability to have different ‘Agent States’ available for different ‘Agent Groups’. For example if we have two groups - sales and support, sales group could have a list of agent states, and support could have a separate list of agent states and so on, rather than just having one list for the entire organisation.

    22 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  6. Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
    - ability for agent to ask for help proactively to their supervisor.
    - ability for supervisor to get involved in a less intrusive way.

    The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.

    27 votes

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    0 comments  ·  RingCX  ·  Admin →
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  7. The RingCX Callback feature currently allows users to enter an alternative number for a callback, with the sole restriction being that the number must originate from the same country as the inbound ANI country code.

    However, there is a potential risk of abuse by malicious actors or scammers, who could exploit this feature to generate revenue for themselves by using premium rate numbers for the callback, resulting in financial implications for our customers.

    To mitigate this risk, I would like to suggest implementing the ability to restrict specific numbers from being used for callbacks by creating a blacklist.

    18 votes

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  8. Hi Team,

    My client is asking if we have a way for the RingCX to pop-up in front of all the windows open on their screen/monitor in order for them to be notified that there is a new incoming call.

    Currently, they understood that their agents need to put their headsets on so they can hear the ring for a new incoming call(as they are doing manual accept call).

    i did also advise them to organize their screen window so that the rcx phone tool is always showing somewhere in their screen/monitor. However, their agent cannot always regularly checkthe chrome…

    18 votes

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    New  ·  2 comments  ·  RingCX  ·  Admin →
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  9. Please add an option to hide the extra part at the bottom for the real-time dashboard.

    18 votes

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  10. The ability to get a report on surveys both for voice and digitial.

    Ability to see how many surveys were sent, how many answered, results of the replies, overall score etc.

    20 votes

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  11. Problem:

    In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.

    Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and…

    21 votes

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  12. As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
    This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

    14 votes

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  13. Need the ability to export IVR Studio so they can be shared and imported.

    35 votes

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  14. Customer is looking for an option to receive multiple calls at the same time in the RingCX platform

    11 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  15. When logged into RingCX as an agent, a browser refresh will log the agent out. If the agent is on a call during a refresh, it does not disconnect the call, but it will not allow them to disposition the call afterwards, even after logging back in. This browser refresh issue is only when logged into the Agent portal; Analytics and Admin work just fine through a refresh.

    13 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  16. RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

    13 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  17. It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting

    33 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  18. UK Outbound Dialler Requirements for Proactive and Predictive calling

    When making proactive and predictive calls UK customers need to comply to OFCOM regulations.

    11 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Requesting an enhancement to have on-screen notifications for incoming calls, regardless of state the agent. The notification should have the following traits/characteristics:

    1. Auto-dismiss if no agent answer and customer hangs up before sending to agent VM greeting.

    2. Contain 'Accept' and 'Decline' buttons which direct the call. 'Accept' will allow a call through to the agent. 'Decline' will send the customer to the agent's VM greeting.

    3. Any other pertinent information to be included (i.e. number of incoming caller, etc.)

    14 votes

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    0 comments  ·  RingCX  ·  Admin →
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  20. While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying…

    17 votes

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    1 comment  ·  RingCX  ·  Admin →
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